Pankaj Jha
Operations Manager
Navi Mumbai
Summary
Seasoned Operations Manager and talented leader with 18 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
19
19
years of professional experience
5
5
years of post-secondary education
Work History
Operations Manager
WIPRO LTD
Hyderabad
03.2022 - Current
- Successfully managing and directing team of 300+ associates responsible for handling Back-office and customer facing and customer facing Operations for Metering and billing related issues for Thames Water customer(Largest water provided company in UK)
- Managing 6 lines of business through operational excellence (~300 FTEs)
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow with savings of $1.5 million and capacity creation of 20 FTEs onshore and 12-15 FTEs offshore
- Single point of contact for all level 3 client related escalations
- Introduced new methods, practices, and systems to reduce turnaround time.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Devised processes to boost long-term business success and increase profit levels.
Deputy Manager
WIPRO LTD
Hyderabad
12.2019 - 02.2022
- Successfully managed and directed team of circa 200 associates responsible for handling Back-office Operations for Thames Water (UK-based client)
- Eliminated functional bottlenecks by streamlining communication channels between management and employees.
- Team member for Six Sigma project on redirection improvement from 40% to
- Analyzed and reported performance data, translating findings into practical improvement actions.
- Received best deputy manager award for year 2020
Assistant Manager - Operations
WIPRO LTD
Navi Mumbai
05.2010 - 12.2019
- Successfully lead pilot of 20+ FTEs for WINDOWS Azure exceeding all KPIs month on month for Microsoft customers
- Successfully lead multiples teams of 20+ FTEs resolving technical queries of customers related with Exchange server, SharePoint, Windows live meeting. Also lead team to support customer’s and businesses of BlackBerry devices
- Allocating realistic targets to team members and monitoring their performance on daily basis; supervising and mentoring them consistently to foster spirit of teamwork and maintain attrition rate
- Complaints investigation and causes identification – Analyzing customer complaints for corrective and preventive action.
- Monitored employee productivity and optimized procedures to reduce costs.
Team Leader
WIPRO LTD
Hyderabad
07.2008 - 04.2010
- Solely responsible for BQ management of resolution outliers, CSAT outliers, communication outliers (HP desktop+ Laptop, voice technical support)
- Responsible to manage Service levels,team performance, coaching and feedback
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Always stayed on top of stack even after managing BQ teams
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
Associate
WIPRO LTD
Kolkata
11.2004 - 07.2008
- Started Journey as member of pilot batch of HP voice process
- Responsible for resolving HP customers’ technical queries related to printer, cameras and Desktop.
- Amongst first few people to get cross trained on Desktop support
- Received awards like CSAT champion and best revenue generator
- Worked varied hours to meet seasonal and business needs.
- Trained and mentored junior staff on customer service strategies and techniques.
Education
PGDM - Operations
Welingkar Institute of Management Development And
Mumbai 07.2021 - 10.2023
Bachelor of Commerce - Financial Accounting
Janardan Rai Nagar Rajasthan Vidyapeeth
Udaipur 10.2014 - 12.2017
Skills
Staff Management
Risk management
P&L Management
Operations management
Customer relations specialist
Cost reduction strategies
Performance Evaluations
Accomplishments
- Successfully lead POCs of 3 work types which include Outbound, Complaints and Non voice work with capacity creation of 80 FTEs onshore
- Successful completion of Six Sigma green Belt project in May 2023 for one of the queues with cost avoidance benefit of 2.72 FTEs effort and annual savings(cost avoidance) of £37,284
- Continuous Improvement project of transitioning onshore work to offshore with a benefit of 20 FTEs capacity creation onshore
- Best deputy manager award in the year 2020
- Star of the month award as Assistant manager 2017
- Outstanding team leader award in the year 2010
- Part of the transition team as 1st SME to set up voice process for HP Hyderabad in the year 2007
Sig Sigma Green Belt Certified
Problem statement: FCR NV redirection has been increasing in April it was 21% increasing effort/ticket. This is increasing the cycle time hence reduced productivity. This is leading to customer’s concern over delayed support and increase in customer complaints.
Start Date: 18th of May
Methodology used: DMAIC
Tools used: Fish Bone and 5 Whys
Action Plan- Refresher training on complex queries/categories, Refresher for BQs, Dip checks,Usage of redirection tool- 6-8 weeks
Validation of improvements: Redirection accuracy 85% to 98%. PKT scores improved from 64% to 96%
Redirection improvement: 21% to 13%
Process capability before Z bench/Process Sigma- -1.17, post- 0.44
Benefits: Redirection 21% to 10%(Feb), Capacity creation of 2.7 FTEs leading to BVM of £ 37,284 or $ 48,096
Timeline
Operations Manager
WIPRO LTD
03.2022 - Current
PGDM - Operations
Welingkar Institute of Management Development And
07.2021 - 10.2023
Deputy Manager
WIPRO LTD
12.2019 - 02.2022
Bachelor of Commerce - Financial Accounting
Janardan Rai Nagar Rajasthan Vidyapeeth
10.2014 - 12.2017
Assistant Manager - Operations
WIPRO LTD
05.2010 - 12.2019
Team Leader
WIPRO LTD
07.2008 - 04.2010
Associate
WIPRO LTD
11.2004 - 07.2008