MOHAMMED HAKKIM A
Operations Manager
Coimbatore
Summary
Senior Operations Leader with 15+ years of experience managing global order management, contract operations, and customer service delivery across US, Canada, UK, EU, and MEA markets. Proven track record in stabilizing high-volume operations, improving SLA performance, reducing operational errors, and driving automation initiatives that enhance productivity and service delivery. Experienced in leading cross-functional operational teams, managing complex stakeholder environments, and building scalable operational processes that support business growth. Recognized for strong problem-solving ability, operational governance, and developing high-performing teams in global delivery environments.
Overview
16
16
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Assistant Manager – Operations
Tata Consultancy Services
08.2021 - Current
- Manage global contract, order, and quotation processing operations supporting North American markets within a large global delivery environment.
- Key Contributions:
- Coordinate operational governance across a cross-functional delivery team supporting high-volume contract and order processing operations
- Monitor SLA adherence, productivity performance, and operational quality through structured KPI dashboards and reporting frameworks
- Implemented automation for operational reporting using Excel macros and workflow improvements, reducing manual effort and improving turnaround time by approximately 25%
- Act as a key operational interface between internal stakeholders including Legal, Finance, and Supply Chain teams to resolve operational issues and escalations
- Identify operational risks proactively and support corrective actions to prevent SLA breaches and service disruptions
- Contribute to process documentation, SOP development, and operational controls to improve process consistency and scalability
- Support operational planning and workload prioritization to manage fluctuating business volumes effectively
Assistant Manager – Customer Service Operations (MEA)
09.2019 - 11.2020
- Managed export customer service operations covering order management, quotations, and supply chain coordination for Middle East and Africa markets.
- Key Contributions:
- Led customer service and order management operations supporting MEA export markets, ensuring SLA adherence and timely order processing
- Managed customer escalations, complaint resolution, and service recovery activities to maintain strong customer relationships
- Worked closely with Sales, Procurement, Logistics, and Finance teams to resolve operational issues impacting order fulfilment
- Published weekly and monthly KPI reports and drove corrective actions to improve operational performance
- Represented operations in governance discussions and client reviews to address operational concerns and service improvements
- Identified opportunities for process improvements and operational efficiency within customer service operations
Senior Team Leader – Operations
04.2017 - 08.2019
- Led order management and customer service operations supporting export markets with a focus on operational stability and service quality.
- Key Contributions:
- Managed a 13-member operations team responsible for order processing, customer communication, and service delivery performance
- Owned team performance including productivity, quality accuracy, turnaround time, and customer satisfaction metrics
- Implemented performance monitoring through daily, weekly, and monthly KPI tracking and operational reviews
- Handled operational escalations from internal stakeholders and customers, ensuring timely resolution and service recovery
- Conducted root cause analysis for recurring operational issues and implemented preventive process improvements
- Supported training, coaching, and capability development initiatives to improve team performance and process understanding
Team Leader – Operations
09.2010 - 03.2017
- Managed export order management operations supporting UK and France markets.
- Key Contributions:
- Led an 11-member operations team handling order processing, customer coordination, and supply chain support activities
- Ensured consistent SLA adherence and service quality across order management operations
- Acted as SAP super user managing pricing conditions, customer master data, and operational system controls
- Coordinated with procurement and warehouse teams to ensure timely material availability and order fulfilment
- Managed customer complaints and service escalations through structured root cause analysis and corrective actions
- Conducted regular team performance reviews and operational planning discussions
Education
M.Sc. - Statistics
PSG College of Arts & Science
B.Sc. - Statistics
Government Arts College
UdumalpetSkills
Operations Management
Service Delivery oversight
Global Order Management
Contract Operations
SLA & KPI Governance
Stakeholder/Client Relationship Management
Escalation & Risk Management
Process Improvement (Lean / Six Sigma /Kaizen)
Capacity Planning & Workforce Coordination
Automation & Operational Efficiency
Cross-functional Collaboration
Customer Service
Supply Chain Coordination
Accomplishments
Operational Automation & Productivity Gain
Automated manual reporting using Excel macros, reducing effort by ~40%, improving turnaround time by 25%, and releasing capacity equivalent to ~2 FTEs (~3,500 hours annually).
Operational Quality Stabilization
Strengthened audit coverage and quality controls for high-value MEA quotation operations, reducing error leakage and stabilizing service delivery for strategic accounts.
Operational Governance & Performance Visibility
Introduced structured KPI tracking and performance dashboards covering SLA, quality, and productivity metrics, improving operational visibility and faster corrective actions.
Process Standardization & Risk Reduction
Standardized SOPs and workflows across order and contract operations supporting US, EU, and MEA markets, improving process consistency and reducing operational risk.
Lean Six Sigma Process Improvement
Applied Lean Six Sigma methods to eliminate non-value-added reporting activities, improving efficiency and enabling faster operational analysis.
People Development, Mentoring & Succession Planning
Served as a leadership mentor for 10+ years at VWR International Global Business Center, mentoring leadership prospects and coordinating targeted trainings to prepare associates for supervisory roles.
EARLY CAREER
- Held progressive roles in operations and financial processing across multiple organizations including global banking and technology services environments, developing strong expertise in operational workflows, data accuracy, and process management.
- Roles included:
- Senior Associate – Export Operations
- Associate – Export Operations
- Accounts Payables Clerk
- Senior Process Executive – Trade Review Analyst
- Process Executive – Trade Indexing Specialist
Certification
Six Sigma Green Belt
Timeline
Six Sigma Green Belt
03-2026
Agile Methodology Foundations
10-2022
Assistant Manager – Operations
Tata Consultancy Services
08.2021 - Current
Assistant Manager – Customer Service Operations (MEA)
09.2019 - 11.2020
Senior Team Leader – Operations
04.2017 - 08.2019
Team Leader – Operations
09.2010 - 03.2017
M.Sc. - Statistics
PSG College of Arts & Science
B.Sc. - Statistics
Government Arts College