PARTHA PRATIM ROY
Location Manager, Head of India Operations
PAN INDIA
Summary
Seasoned Operations Manager with a proven history of Excellence & Results-driven professional, seeking to leverage expertise in Operations and Management to drive transformative results. Known for delivering high-quality work and exceeding expectations, I am dedicated to maximizing organizational success through strategic thinking, collaboration, and continuous improvement. Eager to contribute to a forward-thinking team and drive strategic initiatives that lead to tangible business outcomes.
Overview
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Work History
Location Leader, Head of India Operations
Nomura Research Institute (NRI)
- Oversee day-to-day business operations within NRI India
- Provide leadership at all levels of NRI India
- Represent & promote NRI brand across India business community
- Promote a professional & customer-focused culture aligned with NRI values
- Manage facility requirements relating to the NRI India office, including office maintenance, improvements & stock/stationery
- Ensure NRI India compliance to NRI policies & procedures
- Provide guidance on technical feasibility & appropriateness of proposed solutions using NRI India resources
- Provide support for implementation of solutions within NRI India & knowledge transfer between NRI India & onshore
- Establish & maintain good relationships with onshore colleagues & customers, working as a partner, engaging on threshold points of conflict & contributing to workable solutions for effective conflict resolution, acting as the escalation point for onshore to engage on behalf of NRI India, & serving as the initial point of contact for onshore on all matters relating to NRI India
- Establish & maintain good relationships with customers & NRI vendors, ensuring compliance with agreements, acting as the escalation point for vendors to engage, & serving as the initial point of contact for vendors on all matters relating to NRI India
- Ensure effective resource NRI India utilization/billability to achieve key performance metrics
- Work with accounts/projects to implement improvement plans where performance objectives or customer expectations have or are not being met
- Evaluate NRI India efficiency & productivity, & implement improvements as required
- Assist employee development & talent retention, including mentoring, coaching & improving delivery capabilities by developing and executing training strategies (professional development) & developing career plans to broaden employee experience
- Coordinate annual & probationary employee performance reviews
- Collaborate with onshore to assist with resource forecasting, capacity & deployment plans to deliver services with NRI India resources
- Manage NRI India inductions
- Ensure confidentiality, security & reliability of NRI India systems & data, & adherence to NRI & customer policies & procedures
- Ensure NRI India compliance with all Indian & Australian laws (& their provincial or local governments), ordinance rules, regulations & orders
- Develop, implement & manage Business Continuity Plan enabling NRI India to quickly adapt to disruptions while maintaining continuous business operations & safeguarding people, assets & overall brand equity.
Team Manager
Amazon India
- Managing performance of 25-50 Amazon Associates through effective 1:1 meetings, coaching, and mentorship in the Virtual Contact Center Environment and On-site
- Implementing performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed
- Reviewing and analyzing performance metrics to identify areas of opportunity that will drive performance improvement
- Ensuring that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience
- Partnering with workforce management to execute daily staffing plans, identifying and reporting significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals
- Managing schedules, monitoring adherence, time-off and attendance planning in partnership with Workforce Management
- Participating in Kaizen events to identify and implement process improvement change initiatives
- Conducting Seller interaction audits and providing coaching to improve performance
- Maintaining a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
- Demonstrating excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures and Liaises with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions.
Team Lead (Nesting and Operation)
Amazon India
- Manage performance and behavior of 15-20 Nesting associates and mentors through effective 1:1 meetings, coaching, and mentorship
- Expectation setting on mentors and associates’ clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience
- Implement performance goals, monitor and evaluate against pre-set goals implementing action plans to resolve performance barriers as needed
- Review and analyze performance metrics to identify areas of opportunity that will drive performance improvement
- Manage schedules, monitor adherence
- Conducts Seller interaction audit and provide coaching to improve performance
- Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Sellers issues and questions
- Develop training materials and documentation
- Setting up the right expectation for the mentors
- Competency Profiling
- Behavioral Event Interviewing
- Nesting Needs Analysis with respect to Organizational demands
- Nesting Delivery – Metrics and Behavioral
- Undertake periodic job and process knowledge assessments
- Manpower planning
- Data Management
- Employee Relations
- Performance Management
- Quality Audits
- Review and analyze performance metrics to identify areas of opportunity that will drive performance improvement
- Develop training materials and documentation.
Process Associate
Amazon India
Education
B.E. (Computer Science & Engineering) -
Visvesvaraya Technological University
12th - undefined
Kendriya Vidyalaya
Coochbehar, WB10th - undefined
St. Mary’s H.S School
Coochbehar, WBSkills
Leadership and Management
Stakeholder Engagement
Resource Management
Project Management
Compliance and Risk Management
Business Continuity Planning
Strategic Planning
Service Delivery
Change Management
Performance Management
Goal Setting and Evaluation
Data Analysis
Summary Core Competencies
A professional with 10+ years’ experience in e-commerce, Retail, Account Management, Client Servicing, and Service Delivery. Define operational requirements to support business launches and manage implementation end-to-end through partnership with teams across engineering, product management, content acquisition, legal, PR, marketing, merchandising, design, and customer service. Establish goals, strategies and related metrics, track progress, and manage through obstacles to achieve program objectives. Partner with Business teams to gather customer feedback/requirements, and develop headcount operational models, workforce planning, and productivity mechanisms that scale with the business’ growth in volume, complexity, and global geographic dispersion. Work with other Senior Leaders to develop delivery roadmaps. Communicate new/updated programs, policies, and processes to leaders, employees, and cross-functional organizations. Manage, coach, and develop a strong team of Managers. Handling a team size of 120-150.
Personal Information
- Father's Name: Parimal Roy
- Date of Birth: 06/30/90
Timeline
Location Leader, Head of India Operations
Nomura Research Institute (NRI)
Team Manager
Amazon India
Team Lead (Nesting and Operation)
Amazon India
Process Associate
Amazon India
B.E. (Computer Science & Engineering) -
Visvesvaraya Technological University
12th - undefined
Kendriya Vidyalaya
10th - undefined
St. Mary’s H.S School