MUNISH KUMAR
Operations Team Lead - City Ops
Hamirpur,India
Summary
Extensive experience of working in cross-functional and diverse cultural setup, with strong and high-performing teams. Got over 5 years of experience in Business and Supply Operations, Project Management, and Quality Management.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Operations Team Lead - City Operations
TeamLease Services Ltd (Uber)
Delhi NCR & Punjab
12.2020 - Current
- Strategy and Planning : Led business planning, developed market strategy for acquiring driver supply of various Uber products. e.g. Launched Auto in Kota, Rajasthan
- Vendor Management : Managed, trained and motivated Vendors (Heroes) and support team to continuously improve the driver supply & knowledge, and abilities of support team for defect free services to Driver partners
- Supply building : Managed team of 4 KAMs in Delhi NCR, resulting in increase in new supply acquisition in all 3 products. Have delivered 750+ Cars, 700+ Auto & 1250+ Motorbike in new supply from Hero channel
- Analytics: Created multiple local dashboards, analyzed data, and use multiple data dashboards to drive city operations efficiently
- Project Management : Working in various projects such as Moto Helmet Distribution (Chennai & Hyderabad),Power referrals in Moto and Auto Assisted Referral for Delhi NCR.
Operations Team Lead ( Greenlight Operations)
TeamLease Services Ltd (Uber)
Delhi NCR
10.2018 - 12.2020
- Project Management : Worked in various projects such as lost and found, New vehicle growth, Driver mandatory training, Revenue generation, and Self-Serve' support model for drivers
- Team Management : Managed a team of 25+ experts to drive quality and efficiency metrics by performing RCAs and giving solutions in a timely manner
- Structured thinking: Analyzed potential problems and coming up with solutions for better results in metrics such as queue management, CSAT (from 3.8 to 4.20), first contact resolution (95-97%), and maintain optimum SLAs
- Escalation Management : Established SOPs for customer escalation and performing RCAs giving solutions in a timely manner
- Problem Solving: Streamlined the ‘Lost & Found' LOB for Gurgaon Hub which included coordinating with several Policy leads, inventory management, and escalation management
Quality Engineer
Kaytx industries Private Industries
Fattegarh Saheb, Punjab
07.2014 - 07.2016
- Problem solving : Analyzed vendor requirements, solving vendors onsite quality problem and handling all complaints related to quality.
- Project Management : Responsible to monitor progress of production and ensure cost-effective, high quality and timely delivery of products for various projects of different clients. E.g DRMC,KEC internationals,Indian railways etc.
- Quality management : Worked to maintain quality standards, process improvement(cost effective) and inventory management of finish goods.
Education
MBA - Operations Management
National Institute of Technology
Hamirpur 08.2016 - 07.2018
B.Tech - Mechanical Engineering
Green Hills Engineering College
Solan 08.2010 - 07.2014
Skills
- Stakeholder Management
- Customer Centric
- Strategic Planning
- Project Management
- SQL
- Analytics
Activities
- Organized various events for Hero engagement and appreciation in Delhi NCR
- Six Sigma green belt training done in LinkedIn e-learning
- Participated in the B-Plan event of the corporate module Techniche 2018 at IIT Guwahati
- Intern at Mondelez International, 2018
- Intern at IDBI Federal Life Insurance, 2017
Timeline
Operations Team Lead - City Operations
TeamLease Services Ltd (Uber)
12.2020 - Current
Operations Team Lead ( Greenlight Operations)
TeamLease Services Ltd (Uber)
10.2018 - 12.2020
MBA - Operations Management
National Institute of Technology
08.2016 - 07.2018
Quality Engineer
Kaytx industries Private Industries
07.2014 - 07.2016
B.Tech - Mechanical Engineering
Green Hills Engineering College
08.2010 - 07.2014