Running
Nilay Joshi
Operation Manager - BFSI BPS
Vadodara
Summary
Seasoned Operations Manager and talented leader with 10+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
15
15
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Operations Manager, Staff Aug. Project (BOA)
Tata Consultancy Services
Gift City, Gandhinagar
10.2020 - Current
- Lead and manage a team of 125 members across multiple lines of business.
- Collaborate closely with LOB partners to understand business requirements, and ensure timely delivery.
- Oversee complajnce actvities, revenue targets and cross margine management
- Streamlined operational processes to enhance efficiency and reduce turnaround times.
- Led cross-functional teams to implement strategic initiatives and improve service delivery.
- Analyzed performance metrics to identify areas for operational improvement and cost reduction.
- Take care of resource requirements, external and internal recruitement
- Follow strong governance with clients and internal stakeholders
- Skill developemnets and transformations drives
Shift Incharge, Lockbox Ops (BOA)
Tata Consultancy Services
Gift City, Gandhinagar
09.2018 - 10.2020
- Lead a team of 40 members, managing operations for a total of 175 staff across the project.
- Collaborate closely with clients' teams to understand business requirements and ensure timely project delivery.
- Oversaw roster planning, performance tracking, and people management.
- Ensured accurate and timely reporting to leadership and clients.
- Implemented performance improvement strategies that enhance efficiency and service quality.
- Led, mentored, and motivated the team to achieve project goals, and maintained high performance.
- Monitored resource utilization to optimize productivity and manage workload.
Production Lead, APAC, Nielsen
Tata Consultancy Services
Vadodara
06.2012 - 09.2018
- Oversaw production workflows to enhance operational efficiency and reduce downtime.
- Served as the primary point of contact for clients, addressing concerns, gathering requirements, and ensuring satisfaction.
- Built and maintained strong client relationships to foster trust and long-term partnerships.
- Manage production planning and execution for APAC operations.
- Directed people and resource management to improve output and accuracy.
- Initiated productivity and quality enhancement programs.
- Implemented best practices and standard operating procedures across business operations.
- Prepared and presented regular status reports to stakeholders, highlighting progress, challenges, and solutions.
Team Coach, Inbound Voice Process
Aditya Birla Minacs
Vadodara
12.2010 - 06.2012
- Mentored team members to enhance performance and drive motivation.
- Developed training programs to improve skillsets and operational efficiency.
- Facilitated team meetings to align objectives and track progress.
- Implemented feedback systems to enhance communication and collaboration.
Education
Bachelor of Arts -
Gujarat University
Gujarat 04.2001 -
Skills
Operations management
Problem-solving
Customer service
Process improvement
KPI tracking
Inventory management
Workflow optimization
Client relationships
Performance management
Certification
Lean Six Sigma, Green Belt
Interests
Bike Riding/Long Drives
Cooking
Timeline
Operations Manager, Staff Aug. Project (BOA)
Tata Consultancy Services
10.2020 - Current
Shift Incharge, Lockbox Ops (BOA)
Tata Consultancy Services
09.2018 - 10.2020
Production Lead, APAC, Nielsen
Tata Consultancy Services
06.2012 - 09.2018
Team Coach, Inbound Voice Process
Aditya Birla Minacs
12.2010 - 06.2012
Bachelor of Arts -
Gujarat University
04.2001 -