Open To Work
Neelesh Rai
Hyderabad
Summary
Senior operations manager with extensive experience at Genpact India, leading teams to improve efficiency and client satisfaction. Proven expertise in operations management and performance enhancement, successfully implementing strategies that increased accuracy rates and optimized processes. Strong ability to foster collaboration and drive innovation across cross-functional teams.
Overview
13
13
years of professional experience
Work History
Senior Operations Manager
Genpact India Pvt Ltd.
Hyderabad
09.2022 - Current
- Lead a team of 148 Gaming content moderators and Player Experience associates with 9 Team Leads and 3 Asst. Managers to deliver high-quality content moderation services for various gaming platforms.
- Developed and implemented operational strategies to improve efficiency and reduce costs.
- Established and optimized moderation processes, resulting in increased efficiency and higher accuracy rates.
- Managed service level agreements to ensure compliance with client expectations.
- Conducted regular audits of systems and processes, identifying and addressing potential risks.
- Conducted monthly and weekly client reviews, fostering stronger relationships and improving client satisfaction.
- Ensured effective people management practices to foster a collaborative work environment.
- Conducted regular performance reviews and provided coaching and development opportunities to team members.
- Analyzed data and metrics to drive continuous improvement in service delivery.
- Spearheaded insights and ideation generation for the site to drive innovation.
- Collaborated with cross-functional teams & Vendors to implement new features and services, ensuring compliance with industry regulations.
Ops Manager
Concentrix India Pvt Ltd.
03.2013 - 09.2024
- Lead a Span of 200+ content Moderators including 1 Deputy Manager and 5 Asst. Managers
- Lead client weekly Business Reviews
- Preparing and presenting weekly business review to client
- Managed team attrition through targeted retention strategies, enhancing team stability
- Ensured complete participation and contribution in organization/process level initiatives focused on absenteeism and attrition control to improve efficiency.
- Ensure that the internal/external targets are met, and the team shows continual improvement month on month
- Communicate effectively with the client to resolve issues and disseminate updates on the floor
- Ability to achieve stretch targets and take decisions as well as manage complex/ difficult employee situations
- Manage internal/External escalations
- Led team resources to deliver quality service to customers, meeting agreed service standards
- Led initiatives that improved quality and streamlined processes within the team
- Identified and recommended team members for learning and development training
- Client: UBER (US Chat/Emails)
- New critical service line setup for advanced customer safety & convenience in Uber; IIT (Urgent Issue Identification Team)
- Liaison with the operation and quality team to identify, screen and execute process improvement plans
- Managing team performance through effective meetings, coaching and mentoring
- Planning and implementation of performance driven goals (related to Amazon stack scores)
- Recommended agents for L&D; training
- Liaison with other departments Workforce Management Team, overseas clients and Investigation teams etc.
- Managing schedules, monitoring adherence, time-off planning, and attendance in partnership with Workforce Management
- Managing the SLA targets
- Work as a Single point of contact for all non-ops departments and identify, evaluate & coordinate operational, Admin, IT and HR issues
- To lead a team's available resources in order to deliver a quality service to customers in line with agreed service standards
- Quality and Process Improvement Initiatives
- Team's Career Planning/manage team performance & expectation
- Role: Team Lead and Subject Matter Expert (SME)
- Client: Amazon (UK Voice/Chat/E-mail)
- To leverage experience and skills to assist first line agents in resolving customer queries and ensuring complete customer satisfaction
- Handled escalations by offering support to team on the floor
- Knowledge management for team and quality control
- Training need identification and conducting refresher trainings
- Manage the daily team activities and ensure the daily operations run smoothly
- Drive team adherence and manage monthly scheduling
- Manage key business metrics like SLA and CSAT
- Drive continuous improvement in the team along with metrics improvement
- Apply performance management strategies.
Serco BPO Ltd.
- Client: - Barclays PLC
- Monitoring all collection activities within Barclays
- Regular follow up with delinquent clients for updating the overdue amounts
- Effective management of the high POS customers and solving service related issue
- Coordination with internal department
- Preparation of annexure, billing and collection reports on monthly basis
- Adherence to compliance
Education
Bachelor of Arts -
Delhi University
Delhi, IndiaSkills
- Operations management
- Vendor management
- Client relationship management
- Service level management
- Project management
- Strategic planning
- Performance improvement
- KPI tracking
- Process optimization
- Risk assessment
- Revenue forecasting
- Cross-functional coordination
- Stakeholder management
- Team leadership
- People management
- Coaching and mentoring
- Collaboration skills
- Analytical thinking
- Reporting and presentation skills
- Multitasking skills
- Operational strategy
- Trust and safety
- Gaming moderation experience
Promotions
- Senior Manager, 10/01/25
- Operations Manager, 11/01/22
- Deputy Manager, 01/01/19
- Assistant Manager, 12/01/16
- Team Lead, 11/01/14
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
HybridRemoteOn-SiteSalary Range
₹2500000/yr - ₹2800000/yrTimeline
Senior Operations Manager
Genpact India Pvt Ltd.
09.2022 - Current
Ops Manager
Concentrix India Pvt Ltd.
03.2013 - 09.2024
Serco BPO Ltd.
Bachelor of Arts -
Delhi University