Noopur Srivastava
Operations Head- India
Gurgaon
Summary
Experienced professional in strategic leadership and operational management. Skilled at fostering team collaboration and driving results through adaptable strategies, product automation and effective communication. Proficient in project management, and process optimization. Recognized for reliability, flexibility, and a steadfast commitment to delivering impactful outcomes.
Overview
18
18
years of professional experience
4012
4012
years of post-secondary education
Work History
Operations Head (AVP- Operations)
Authbridge Research Services
08.2024 - Current
- Leading operations for a team of approximately 900 members, including direct reports such as Senior Managers and Managers
- Working very closely with Product team for Ops enhancement and improvisation by automations
- Successfully optimized workforce efficiency, reducing the headcount by 100 within 2 months through strategic process improvements and resource allocation, without the need for technological interventions
- Ensuring the achievement of gross margin, cost reduction, and revenue growth targets
- Spearheading performance reviews and driving continuous improvement across multiple departments
- Managing vendor relationships, identifying new vendors, and optimizing service delivery
- Developing and implementing action plans to improve account health, client satisfaction, and service delivery
- Analyzed data to identify areas of improvement, implementing changes that resulted in greater operational efficiency.
- Successfully managed change within the organization, ensuring smooth transitions during periods of restructuring or process improvements.
AVP - Client Servicing
Authbridge Research Services
01.2024 - 07.2024
- Overseeing a client servicing team of 100 members, with a focus on restructuring and optimizing team performance
- Developing a clear RACI matrix and performance scorecards to improve accountability and team efficiency
- Driving revenue growth by enhancing client services and improving customer relationships
- Managing client retention, ensured ever time highest CSAT and NPS scores, and the successful adoption of internal portals by top clients
- Handling billing validation and coordinating with teams to address and resolve client issues
- High adoption of internal portal by top clients
Senior Manager – Operations / Command Center
Authbridge Research Services
04.2021 - 12.2023
- Managed a team of over 220 members, including Deputy Managers and Assistant Managers, overseeing the pan-India Employment Verification Department
- Improved client retention by creating and delivering personalized health charts for top clients
- Led multiple initiatives focused on gross margin improvements, automation, and resource optimization
- Conducted workforce analysis, capacity planning, and coordinated with L&D and IT teams to enhance department efficiency
- Collaborated with Product & Business Analyst teams on automation projects to enhance operational efficiency
- Provided root cause analysis (RCA) for customer complaints and worked on process improvements to eliminate recurring issues
- Ensured smooth operations during high delivery periods, proactively identifying and implementing solutions to meet client demands
Manager – Operations- Employment Verification
Authbridge Research Services
07.2019 - 03.2020
- Managed a team of 150+ employees, including Deputy and Assistant Managers, overseeing the background verification for employment services
- Successfully delivered first ever automation for Employment dept- Reference check by link, followed by other automation projects
- Reduce learning curve from 6 months to 2.5 months
- Developed and monitored operational processes to ensure SLAs and KPIs were met
- Identified and resolved client issues, ensuring proactive customer support and high satisfaction
- Co-ordination with Product & Business Analyst team for running automation projects
- Led training programs for team members to drive continuous improvement in performance
- Led the first-time vendor outsourcing initiative for the company and successfully managed that
Manager – Operations
Quatrro Mortgage Solutions
07.2016 - 06.2019
- Managed critical clients in the credit services and mortgage business, overseeing underwriting and closing processes
- Led a team of 2 Assistant Managers, 5 Subject Matter Experts, and approximately 70 Associates/Senior Associates
- Responsible for monitoring and analyzing Service Level Agreements (SLAs) to ensure all commitments are met
- Ensured achievement of service level parameters and drove continuous service improvement processes
- Developed and executed project strategy, including resolution management and project setup
- Oversaw project delivery quality, people management, team development, and employee retention initiatives
- Managed end-to-end process transitions, transformations, and projects
- Reviewed and ensured the accuracy and consistency of team deliverables (reports, project outputs, etc.)
- Conducted client review meetings to assess process performance and provide updates
- Acted as an escalation point for client issues, concerns, and complaints
- Developed and implemented strategies to optimize resource utilization and management
- Set clear expectations and goals for the team while collaborating with stakeholders to achieve alignment
- Promoted mentoring and served as a mentor to team members
- Cultivated and maintained strong relationships with key internal and external stakeholders
- Ensured timely updates and maintenance of SOPs, SOWs, trackers, checklists, and other process documentation
- Analyzed and approved team goal sheets, roles & responsibilities, and incentive programs
- Approved team appraisals, internal job postings (IJPs), and career progression plans
Deputy Manager – Operations
Quatrro Mortgage Solutions
11.2012 - 06.2016
- Supervised a team of Subject Matter Experts and associates, managing operational performance and service quality
- Drove process improvements, ensuring high customer satisfaction, and participated in talent acquisition
- Conducted weekly one-on-ones with team members to provide feedback and set performance goals
- Coordinated with other departments to resolve client issues and improve operational efficiency
Credit Card Telesales Manager
HDFC Bank
09.2010 - 10.2012
- Managed a telesales team responsible for achieving sales targets for credit card products, cross-selling insurance and loans
- Trained and mentored team members, monitored performance, and ensured the achievement of daily targets
- Facilitated team-building activities and resolved internal conflicts to maintain a positive work environment
Sales and Collection
Cholamandalam Investment and Finance Co Ltd
04.2007 - 09.2010
- Handled collection processes for personal loans and managed field referral cases
- Led a team of telecallers, Team Leaders, and outsourced BPOs, ensuring timely collections and reducing delinquency rates
- Developed and maintained daily and monthly collection reports, driving improved resolution strategies
Education
MBA -
ICFAI Business School
B.Tech - Computer Science & Engineering
MMMEC Gorakhpur
Skills
Operational Efficiency Management
Process Optimization
Client Engagement Strategies
Service Level Agreement Management
Strategic Planning
Vendor Management & Outsourcing
Process Automation
Interdepartmental Collaboration
Timeline
Operations Head (AVP- Operations)
Authbridge Research Services
08.2024 - Current
AVP - Client Servicing
Authbridge Research Services
01.2024 - 07.2024
Senior Manager – Operations / Command Center
Authbridge Research Services
04.2021 - 12.2023
Manager – Operations- Employment Verification
Authbridge Research Services
07.2019 - 03.2020
Manager – Operations
Quatrro Mortgage Solutions
07.2016 - 06.2019
Deputy Manager – Operations
Quatrro Mortgage Solutions
11.2012 - 06.2016
Credit Card Telesales Manager
HDFC Bank
09.2010 - 10.2012
Sales and Collection
Cholamandalam Investment and Finance Co Ltd
04.2007 - 09.2010
MBA -
ICFAI Business School
B.Tech - Computer Science & Engineering
MMMEC Gorakhpur