Hi, I’m
Nilesh Kumar
Sitamarhi
Summary
Detail-oriented operations manager with 12 years of professional experience in payment domain. Passionate about leading operations for Company, where I can use my skills to improve operations for the benefit of the stakeholders.
Overview
16
years of professional experience
1
Certification
Work History
CMS Info Systems
Assistant Manager
06.2022 - Current
Job overview
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Generated repeat business through exceptional customer service.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
ProstarM Info systems Pvt Ltd
Key Account Manager
08.2021 - 02.2022
Job overview
- Maintaining Client relationships for smoother operations and promoting the business.
- Guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Managing Pre-Shipped orders and processing.
- Maintaining reports for Client’s performance, SLAs, Team Performance and Third party Performance.
- Addressing and resolving key clients’ complaints.
- 100% Responsible for servicing the client’s demands on agreed terms and delivery dates.
Switching AVO electro power Ltd
Project Manager
12.2020 - 08.2021
Job overview
- Coordinate internal resources and third parties/vendors for the flawless execution of multiple projects.
- Ensure that all projects are delivered on-time, within scope and within budget.
- Assist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility.
- Ensure resource availability and allocation.
- Develop a detailed project plan to monitor and track progress.
- Measure performance using appropriate project management tools and techniques.
- Report and escalate to management as needed.
- Manage the relationship with the client and relevant stakeholders.
- Establish and maintain relationships with third parties/vendors.
- Create and maintain comprehensive project documentation.
ProstarM Info systems Ltd
Branch manager
07.2019 - 11.2020
Job overview
- Direct all operational aspects including distribution operations, customer service, human resources.
- Meet goals and metrics.
- Managing team of 25 members who handling day to day operations.
- Manage budget and allocate funds appropriately.
- Bring out the best of branch’s personnel by providing training, coaching, development and motivation.
- Locate areas of improvement and propose corrective actions that meet challenges and leverage growth opportunities.
- Address customer and employee satisfaction issues promptly.
- Customer meeting for new business.
- Followup with customer for payments.
BTI payments india Pvt ltd
Manager- ATM operation
12.2015 - 03.2019
Job overview
- Managed team of 40 direct and indirect reporting member who handling day to day operation of 4500+ATM PANIndia.
- Managing MS Team (TSI/IBM).
- Delivered a 96% or above score on SLAs and positioned team to be recognized within the Top Teams.
- Established and maintained vendor and marketing relationships, both internal and external. Successfully produced quarterly improvement.
- Collaborated with sales team to achieve corporate goals.
- Managed profit & loss by following cost control, maintaining inventory, and reviewing financial reports.
- Successfully developed and led a top-performing team in implementing production operations.
- Managing daily report to MS with non-adherence percentage and drive them to adhere for maximum level.
- Handling daily escalation for FLM/SLM call delay.
- Managing weekly review meeting with team for new scope for improvement.
- Managing zero txn report and drive it towards closure.
- Managing cost of operation.
Mphasis Ltd
Senior executive
08.2013 - 11.2015
Job overview
- Ensure that service delivery takes place based on the Service level agreements Develop and sustain excellent customer relationship through deep engagement and delivering continuous value by meeting customer expectations.
- Responsible for analyzing all calls and ensuring that the calls get closed and customer satisfied Establish and enhance relationship with customers/clients and Principals.
- Day to day monitoring of ATM coordinator channel through collation and analysis of variousreports.
- Responsible for handling escalations Provide assistance to other team members by way of assisting them in solving challenging technical problems, sharing tools and application knowledge and adhering to quality processes in ensuring team objectives are met.
- Follow up on all ATM downtime cases post the same being escalated to Vendor higher level.
- Introduce site-specific initiatives to improve service delivery.
- Managing vendors – Implementation and assets.
- Forecasting of assets.
- Performance evaluation of team as well as of respective vendor.
- Penalty calculation of all vendor.
- Maintaining and improving current process.
- Monitoring daily reports and producing weekly / monthly stats for management review. Planning of procurement, production, inventory control, logistics and distribution.
- Analysis, task planning and organization within team, calculation in time and effort Analysis of ATM uptime reports and to identify trends.
- Primary Technical support for the field issues.
- Roster Management.
Qusar consultancy Pvt.Ltd
ATM Monitoring executive
11.2012 - 06.2013
Job overview
- Monitoring the ATM’s of the different banks.
- Monitoring the Share Network, Lease Lines connectivity of all Bank’s.
- Monitoring the switch connectivity with all Bank’s.
- Co-ordination with Bank and Custodians for technical and network related issues.
- Co-ordination with switch end to make the ATM Live.
- Internal Escalations.
- Presenting the concerns and suggestions for Maximum Uptime.
Empower india
Helpdesk Engineer
03.2010 - 11.2012
Job overview
- Monitoring the ATM’s of the following Banks IDBI Bank, Development Credit Bank, Citibank, Stand Chart Bank, Lord Krishna Bank, Dhanalakshmi Bank, Centurion Bank And trying for there maximum uptime.
- Working as AS400 Server operator for taking backup and generation of reports.
- Monitoring the Share Network, Lease Lines connectivity of all Bank’s.
- Monitoring the switch connectivity with all Bank’s.
- Monitoring the Mobile Recharge transactions of all Bank’s.
- Co-ordination with Bank and Custodians for technical and network related issues.
- Co-ordination with switch end to make the ATM Live.
- Internal Escalations.
- Presenting the concerns and suggestions for Maximum Uptime.
Education
NMIMSMumbai
PGDM from Operation Management
11.2025
University Overview
- Pursuing PGD in Data Science from Data trained.
- Completed 1 year diploma in Computer hard ware & networking from CMS with 1stclass.
- BSC from Magadh University.
- HSC from Bihar school examination board Patna.
- SSC from Bihar school examination board Patna.
Skills
- Incident management, SLA management, project management, Vendor management, Team handling
Certification
- CM - Certified Manager Certification
PERSONAL PROFILE
- Father’s Name: Sri Shankar Singh
- Date of Birth: 1988-09-12
- Nationality: Indian.
- Marital Status: Married
- Fields of Interest: Reading of books, Playing cricket.
- Strengths: Positive attitude, adaptation to new environment, Hard working
Timeline
Assistant Manager
CMS Info Systems
06.2022 - Current
Key Account Manager
ProstarM Info systems Pvt Ltd
08.2021 - 02.2022
Project Manager
Switching AVO electro power Ltd
12.2020 - 08.2021
Branch manager
ProstarM Info systems Ltd
07.2019 - 11.2020
Manager- ATM operation
BTI payments india Pvt ltd
12.2015 - 03.2019
Senior executive
Mphasis Ltd
08.2013 - 11.2015
ATM Monitoring executive
Qusar consultancy Pvt.Ltd
11.2012 - 06.2013
Helpdesk Engineer
Empower india
03.2010 - 11.2012
NMIMS
PGDM from Operation Management