Parul Semwal
New Delhi
Summary
Dynamic Operations Manager with a proven track record at Teleperformance Global Services, achieving over 98% SLA adherence. Expert in budgeting and forecasting, while fostering team leadership and engagement. Skilled in cross-functional collaboration, driving performance improvements, and enhancing client relationships to deliver exceptional service outcomes.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Operations Manager
Teleperformance Global Services Private Ltd.
Mumbai
05.2023 - 03.2025
- Achieved over 98% SLA/KPI adherence while leading a team of 200+ employees.
- Conducted weekly coaching sessions for direct reports and cascading teams to drive performance.
- Drove budget and forecasting initiatives to align with revenue and operational objectives.
- Created and analyzed operational reports, including PFP, Client Scorecards, and Attendance Adherence.
- Oversaw cross-functional partnerships with HR, WFM, TA, Training, and Quality for project readiness.
- Implemented corrective actions based on data trends to improve team and client outcomes.
- Facilitated quarterly business reviews with clients to assess metrics and identify opportunities.
- Enhanced employee engagement programs, achieving a 2% reduction in year-over-year attrition.
Team Manager – Content Curation
Cognizant Technology Solutions
Gurgaon
10.2020 - 05.2023
- Managed eight team leaders and two SMEs, overseeing 150 associates to ensure high productivity.
- Led cross-functional coordination with support teams for hiring, onboarding, and training purposes.
- Implemented client feedback loops and performance dashboards to enhance transparency and issue resolution.
- Facilitated structured coaching plans and career pathing to promote professional growth.
Team Leader
Cognizant Technology Solutions
Gurgaon
04.2017 - 10.2020
- Enhanced First Pass Yield (FPY) from 92% to 98% through quality calibration and process training.
- Created SOPs and training documentation for real-time updates on process improvements.
Team Leader – Training & Engagement
Intelenet Global Services (Serco)
Gurgaon
02.2014 - 04.2017
- Delivered over 120 structured training batches; facilitated refresher courses in collaboration with QA.
- Created and implemented grooming programs covering Communication, Motivation, and Time Management.
Team Coach – Accounts Payable
Intelenet Global Services (Serco)
Gurgaon
06.2010 - 02.2014
- Managed accounts payable operations across 8 locations, ensuring 100% SLA compliance with 200 vendors.
- Owned invoice processing turnaround time and monitored daily productivity through dashboards.
Senior Executive – Overhead Expense Management
Intelenet Global Services (Serco)
Gurgaon
04.2009 - 06.2010
- Streamlined invoicing process for over 100 vendors in GTA region.
- Led communications with suppliers to enhance relationship management.
- Tracked expenses efficiently using JDEdwards software for accurate reporting.
Executive – Pricing Analyst
Intelenet Global Services (Serco)
Gurgaon
11.2005 - 03.2009
- Facilitated in-depth competitive pricing analysis for Octopus & E-bookers
Education
PG Diploma - IT Management
LBSIM
New DelhiBachelor of Arts -
Delhi University
New DelhiSkills
- Operations management
- Service delivery and improvement
- SLA and KPI monitoring
- Budgeting and forecasting
- Revenue planning
- Client relationship management
- Business reviews
- Team leadership and coaching
- Employee engagement and retention
- Cross-functional collaboration
- Quality assurance and compliance
- Project management
- Strategic planning and reporting
- Performance feedback and planning (PFP)
- Client scorecards
- Attendance tracking
- Utilization analysis
Certification
Yellow Belt Certified, 08/01/25
Accomplishments
- Awarded Best Operations Manager twice in 2024.
- Led a 200-member team achieving 98%+ KPIs for 2 consecutive years.
- Introduced an employee development program reducing attrition by 2%.
- Successfully implemented revenue-focused performance forecasting models.
Languages
- English, Fluent
- Hindi, Fluent
Industries Worked In
- BFSI
- Content Curation & Search Ads
- Accounts Payable
- Travel & Ticketing
Timeline
Operations Manager
Teleperformance Global Services Private Ltd.
05.2023 - 03.2025
Team Manager – Content Curation
Cognizant Technology Solutions
10.2020 - 05.2023
Team Leader
Cognizant Technology Solutions
04.2017 - 10.2020
Team Leader – Training & Engagement
Intelenet Global Services (Serco)
02.2014 - 04.2017
Team Coach – Accounts Payable
Intelenet Global Services (Serco)
06.2010 - 02.2014
Senior Executive – Overhead Expense Management
Intelenet Global Services (Serco)
04.2009 - 06.2010
Executive – Pricing Analyst
Intelenet Global Services (Serco)
11.2005 - 03.2009
PG Diploma - IT Management
LBSIM
Bachelor of Arts -
Delhi University
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