Summary
Overview
Work History
Education
Skills
Certification
Languages
Hobbies and Interests
Disclaimer
Accomplishments
Timeline
Generic
Nitin Kamal

Nitin Kamal

GURGAON

Summary

More than 12+ years of working experience, with expertise in technical business processes, voice and non-voice based e-commerce, operation management, team management, and client management.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Operations Manager

Concentrix
GURGAON
10.2022 - Current
  • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
  • Select, train, develop, and manage performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
  • Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
  • Create and maximize relationships with client partners
  • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance targets
  • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
  • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
  • Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
  • Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
  • Attend business reviews with the client
  • Handle a team of team leaders.

Deputy Manager and Assistant Manager

Concentrix
GURGAON
08.2016 - 01.2020
  • Monitored team leader’s performance, continually seeking ways to improve team delivery for optimized process success
  • As an Asst & Deputy Manager Operations in Retail Support, my primary responsibilities included managing the performance of several teams led by Team leaders, overseeing the operational processes, reporting on the performance metrics, implementing process improvement initiatives, and managing client-related issues

Process Associate & SME

IBM
GURGAON
04.2012 - 07.2016
  • During this tenure, I worked at various levels like CSA, subject matter expert, interim team leader for a North American Retail and Digital

Education

Bachelor of Commerce -

Delhi University, New Delhi, DL
01.2011

Higher Secondary -

CBSE, Patna
01.2006

Skills

  • Performance monitoring
  • Business Development
  • Workflow Optimization
  • Organizational Management
  • Customer Retention
  • Customer Service
  • Process Improvement
  • Client Relationships

Certification

  • Organizational Development Trainings
  • Seven Habits of Highly Effective People by Steven Covey
  • Executive Presence
  • Learning Circles
  • Certified Mental Wellness Partner

Languages

  • English, First Language
  • Hindi, First Language

Hobbies and Interests

  • Reading & Travelling
  • Cooking & Baking
  • Photography

Disclaimer

I hereby declare that the statements given above are true and complete to the best of my knowledge.

Accomplishments

In 2023, I was awarded the title of retention champion for maintaining an attrition rate of 1.8% over the course of the year, well below the 5% target.

I won Unsung Hero in 2022 for leading my team to win 4 customer obsession award and improve the LOB customer understandability score from 88% to 92%, resulting in the best customer experience in the network.

Won Circle of Excellence in 2016 for showing exemplary character at workplace.

Timeline

Operations Manager

Concentrix
10.2022 - Current

Deputy Manager and Assistant Manager

Concentrix
08.2016 - 01.2020

Process Associate & SME

IBM
04.2012 - 07.2016

Bachelor of Commerce -

Delhi University, New Delhi, DL

Higher Secondary -

CBSE, Patna

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Nitin Kamal