Summary
Overview
Work History
Education
Skills
Accomplishments
Trainingprograms
Personal Information
Languages
Hobbies and Interests
Timeline
Hi, I’m

Pratik Sonar

Operation Manager
Hyderabad,TG

Summary

Results-driven Operations Manager with a proven track record of streamlining processes and controlling costs through collaboration with area leaders and employees. Highly organized and detail-oriented, consistently exceeding business SLAs. Possessing excellent management skills and more than 13 years of experience in management and operations.

Overview

14
years of professional experience

Work History

Diebold Nixdorf
Hyderabad

Operations Manager
01.2024 - Current

Job overview

  • Developed and implemented operational procedures to ensure quality standards are met.
  • Monitored and improved efficiency of processes, team performance, and customer service.
  • Directed operations staff by providing guidance, training, and support in order to meet company objectives.
  • Performed cost analysis for various projects to determine budget requirements.
  • Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
  • Analyzed data from daily reports to identify trends in production performance metrics.
  • Created detailed reports on the performance of individual departments within operations.
  • Developed key performance indicators to measure effectiveness of operational processes.
  • Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
  • Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
  • Assessed employee development needs and provided feedback on their progress towards meeting goals.
  • Provided technical expertise in the design and implementation of automated systems used in the operations department.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
  • Recruited, hired and trained crew members on application of projects, customer relations and customer service.
  • Built strong operational teams to meet process and production demands.
  • Implemented policies and standard operating procedures and managed quality, customer service and logistics.
  • Addressed customer concerns with suitable solutions.
  • Motivated and evaluated personnel for performance improvement and goal achievement.
  • Guided employees on understanding and meeting changing customer needs and expectations.
  • Delivered positive customer experiences by implementing effective quality assurance practices.
  • Developed initiatives for process improvement and reviewed and assessed ongoing operations.
  • Presented performance and productivity reports to supervisors.
  • Responded to information requests from superiors, providing specific documentation.
  • Improved morale and management communication by creating employee recognition and rewards practices.
  • Conducted employee observations and documented findings.
  • Collaborated with team leaders on quality audits.
  • Produced SOPs to document workplace procedures and optimize productivity through standardization.
  • Planned team workflows and promotional initiatives.
  • Measured and reviewed performance via KPIs and metrics.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Created effective business plans to focus strategic decisions on long-term objectives.

Diebold Nixdorf Systems Pvt Ltd.
Hyderabad

Team Leader
05.2019 - Current

Job overview

  • Handling a team size of 40 associates
  • Monitoring ATMs of public & private sector banks (USA region)
  • Coordinate with the team members to solve the work-related challenges and providing training and guidance to new team members
  • Coordinating with the field technicians and logistics services to ensure the closure of the incidents within the service level agreement and providing timely update to the customers and management
  • Analyze gaps and does impact analysis after understanding customer requirements
  • Analyze customer needs and participates in designing the business process requirements
  • To conduct refresher training on weekly basis
  • Calibration with the quality team on weekly basis
  • Handling and tracking daily agent attendance and absconding cases, absenteeism & attrition
  • Acting as a resource for other staff members
  • Allocating daily jobs and workloads
  • Managing team performance and progress
  • Managing and monitoring agent’s attendance
  • Giving prompt and accurate information on individual staff member performance
  • Attending and participating in Leadership meetings

Diebold Nixdorf Systems Pvt Ltd.
Hyderabad

Lead Trainer
04.2018 - 05.2019

Job overview

  • Supported the operation in transition of new projects
  • Training the other process trainer’s/Quality team on different process
  • Working with the counterparts to discuss the training status and for any process related queries
  • Giving Product/Process presentation to the companies who are planning to do business with our company
  • Preparing process related documents and SOP’s
  • Preparing handover documents and sending it to the management
  • Subject matter expert on various projects handled by the wing
  • Responsible for taking care of quality of Remote team
  • Preparing plan of action to improve the quality of the teams and sending it to higher management
  • Handling escalations coming from the clients and providing feedback to the agents
  • Reverting on the escalations when required
  • Floor Supervising
  • Sharing new process updates with other Trainer’s as well as with the floor associates
  • Design Quality matrix for different projects
  • Driving Quality team and ensuring that all reports correlated to Associates Quality scores, acknowledgment data and other reports are getting published on time
  • Organizing recreation and fun activities for floor associates

Diebold Nixdorf Systems Pvt Ltd.
Hyderabad

Process Trainer
09.2015 - 03.2018

Job overview

  • Conduct Classroom as well as Lab training on ATM products
  • Provide high level of customer service Training
  • Develop and prepare process reference materials
  • Prepared training schedules for newbies and existing reviewers and implementing them thoroughly with in training period
  • Provide Product/Process training to different stakeholders
  • Train & motivate training groups, act as a Mentor, Behavioral correction and Floor hygiene
  • Audit floor agent calls and provided feedback in relation to parameters that were not achieved
  • Help and motivated agents to achieve extraordinary business results
  • Design training material that creates positive outcome that benefit the process
  • Conduct PKT’s (week by week) and use to publish the Associates score with their Leads
  • Providing assistance and monitor floor agents whenever required by all possible ways
  • Formulated and share individual associate’s performance report before handing them to their Team Lead
  • Conduct team huddles on floor to keep them updated about current affair related to Process/Products
  • Served as a liaison between US Counterpart and floor to resolve client’s problems
  • Organize recreation and fun activities for floor associates

Diebold Nixdorf Systems Pvt Ltd.
Mumbai

MSC Executive
03.2014 - 09.2015

Job overview

  • Handle escalations/queries of Australian based banks and supported them via E-mail/phone
  • Provide remote service to the ATMs in case of breakdown
  • Provide end to end support to the customer using various in-house tools and application
  • Prepare daily reports (daily uptime report and ATM‘s which has accumulated less than 80% of uptime)
  • Coordinate with various third-party vendors for external issues which affect the downtime of the ATM
  • Handle commissioning/de-commissioning of the ATM’s by coordinating with technicians
  • Follow up with SLM technician on day-to-day basis in order upgrade/install the new version/official software’s into the ATM
  • Provide remote assistance to the SLM technician in order to resolve other technical issues during ATM installation

Diebold India Pvt Ltd.

EMS Executive
03.2013 - 03.2014

Job overview

  • Responsible to handle HDFC Bank escalation
  • Follow up onto the escalations till the closure
  • Coordinate and use to follow-up with different (FLM, SLM & Network) vendors to get the ATM back to service
  • Coordinate with other internal departments (Consumable team, Cash team & Project team) to resolve other external issues related to ATM’s

Diebold India Pvt Ltd.

EMS Executive
08.2010 - 02.2013

Job overview

  • Handle inbound customer queries related to ATM’s machine
  • Handle escalations of (HDFC) bank- channel managers
  • Prepare and monitor daily escalations report
  • Work on RCA (Root Cause Analysis) in-case of ATM failure
  • Coordinate with other departments & with SLM Vendors for all possibility to make ATM live
  • Assist Team Leader in improving operations & also to identify areas of improvement
  • Handle new project- CPT ATM’s of the HDFC bank
  • Responsible for handling all the queries related to CPT sites
  • Coordinates with other internal departments to resolve external issues related to CPT ATM’s
  • Accountable to improve the uptime of CPT ATM’s

Education

Mumbai University

Bachelor of Science from Information Technology
04.2010

MSBSHE

Higher Secondary Certificate Examination
02.2006

MSBSHE

Secondary School certificate Examination
03.2004

NIIT Institute

Diploma from Internet & Application programming

Skills

  • Process Operations
  • Quality Assurance
  • Communication Excellence
  • Good Interpersonal Skills
  • Team Building
  • Mentoring
  • Developing Team strengths
  • Identifying team goals
  • Evaluating team progress
  • Organizing team initiatives
  • ATM operations
  • Data analysis
  • Training and Quality
  • Strategic Business Planning
  • Document Control
  • Business Planning
  • Incidents management
  • Process Improvement
  • Performance reporting
  • Customer Service
  • Performance monitoring
  • Business process re-engineering
  • Goal attainment
  • Cross-functional communications
  • Process Improvements
  • Continuous improvements
  • Staff Management
  • Staff Training

Accomplishments

  • Awarded as 'Innovation Star' for the outstanding contribution for the year 2019
  • Received 'Project Star' award for successfully transitioning 3 huge projects to India
  • Awarded as 'CSAT STAR' – 07/01/18
  • Awarded as Exemplary contribution towards training the batch for the month of October 2015
  • Received (over and beyond) Quarterly award for Dedication and Excellence
  • Awarded for exceptional contribution in achieving 99% availability for an Australian Bank (in Diebold 2015)
  • Awarded for exceptional performance & dedicated efforts to achieve 98.50% uptime for AU customers (in Diebold 2014)

Trainingprograms

  • Diploma- Internet & Application programming.
  • Completed DNIIT from NIIT Institute.

Personal Information

Date of Birth: 05/05/88

Languages

  • English
  • Hindi
  • Marathi
  • Bengali

Hobbies and Interests

  • Playing Musical Instruments
  • PC games

Timeline

Operations Manager

Diebold Nixdorf
01.2024 - Current

Team Leader

Diebold Nixdorf Systems Pvt Ltd.
05.2019 - Current

Lead Trainer

Diebold Nixdorf Systems Pvt Ltd.
04.2018 - 05.2019

Process Trainer

Diebold Nixdorf Systems Pvt Ltd.
09.2015 - 03.2018

MSC Executive

Diebold Nixdorf Systems Pvt Ltd.
03.2014 - 09.2015

EMS Executive

Diebold India Pvt Ltd.
03.2013 - 03.2014

EMS Executive

Diebold India Pvt Ltd.
08.2010 - 02.2013

Mumbai University

Bachelor of Science from Information Technology

MSBSHE

Higher Secondary Certificate Examination

MSBSHE

Secondary School certificate Examination

NIIT Institute

Diploma from Internet & Application programming

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Pratik SonarOperation Manager