Hi, I’m
Parvez Ali
Business Manager
Bengaluru
Summary
Experienced project manager with a strong track record of successfully managing complex projects on time and within budget. Skilled in leading cross-functional teams, mitigating risks, and communicating effectively with stakeholders.
Overview
7
years of professional experience
4
years of post-secondary education
2
Languages
Work History
DriveUBengaluru
Business Head - New Verticals
09.2022 - Current
Job overview
- Managing P&L - Managing P&L of the 3 car care business verticals: Doorstep Car Cleaning, Car Servicing, and Motor Insurance. Have turned the new verticals into an operationally profitable business and eyeing for EBITDA positivity soon.
- Business Launch and Expansion - Launch and expansion of new business verticals. Setting up operations, sales and marketing from scratch for business expansion in new cities. Have scaled car care operations to 3 cities in India.
- Overseeing Daily Operations - Developing and implementing strategies and processes to improve quality of service, productivity and profitability.
- Stakeholder Management - Constantly innovating and bringing-in new exciting services onboard offering complete car care solution to end users. Liaison with tech, product and marketing teams to turn these services into product features.
- Partnerships and New initiatives - Working with different businesses to create new B2B partnerships and managing existing ones for all 3 verticals.
TickertapeBengaluru
Manager - Customer Experience
09.2020 - 09.2022
Job overview
- CX Operations - Built customer experience vertical from scratch. Managed end to end CX operations including setting up processes, creating SOPs, KRAs, Key metrics, Escalations management system, Performance tracking plans etc.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Communication Operations - Managed communications team creating and implementing all outbound communications targeted to different cohorts of users including push notifications, in-app notifications, newsletters, emails etc.
SwiggyIndore
Area Manager - Business Operations
07.2019 - 09.2020
Job overview
- Scaling Operations:- Managed end to end operations in Indore, Bhopal and Jabalpur. Ensuring flawless delivery experience and adherence to quality metrics.
- Oversaw active fleet of over 2000 delivery partners managed directly by fleet managers.
- Strategy & Planning:- Effective planning on cost, quality and efficiency to maintain serviceability and productivity. Planned and executed on-ground operational models to solve complex problems in the service industry.
- Project Management :- Worked on several projects to improve operations and business metrics. Reduced delivery SLA by around 4 minutes to bring it down under 30 minutes helping increase partner productivity by around 10%.
- Building Teams :- Hired, trained and set up performance management & workflow assignment of fleet managers. Designed incentive planners to optimize performance and productivity.
- Conducted regular performance evaluations to identify areas for improvement and develop action plans for growth.
Uber India Systems Pvt LtdIndore
Operations Lead
12.2016 - 07.2019
Job overview
- Lead - Operations :- Managed support and onboarding operations in Indore, Bhopal, Nagpur and Nashik. Handled sourcing, onboarding and support operations for Cabs and Eats business.
- Managed onboarding and training of more than 100 partners on daily basis through hub trainers and outsource vendors.
- Supply and Growth :- Managed vehicle finance relations with car dealerships to create consistent supply of new vehicles in business.
- Building Support Operations :- Hiring and training of around 15 support executives across 4 cities to provide smooth support experience and solving queries of partners walking into hubs.
Education
Barkatullah UniversityBhopal, India
Bachelor of Engineering from Mechanical Engineering
07.2012 - 07.2016
Skills
Data analysis - Excel, SQL, Metabase, PowerBI
Customer engagement - Clevertap, Moengage, Amplitude
Tools - Jira, Asana, Trello
Supply Chain Management
Operations Management
Business Administration
Timeline
Business Head - New Verticals
DriveU
09.2022 - Current
Manager - Customer Experience
Tickertape
09.2020 - 09.2022
Area Manager - Business Operations
Swiggy
07.2019 - 09.2020
Operations Lead
Uber India Systems Pvt Ltd
12.2016 - 07.2019
Barkatullah University
Bachelor of Engineering from Mechanical Engineering
07.2012 - 07.2016