Puneet Yadav
Lead Assistant Manager
Ghaziabad
Summary
Results-driven Lead Assistant Manager with 19+ years of experience leading end-to-end service delivery in large-scale BPO and back-office operations. Expertise in delivery governance, client relationship management, SLA/KPI achievement, and business transitions, with a strong track record of driving operational excellence, process optimization, and cost efficiency while maintaining high service quality and customer satisfaction. Proven ability to manage cross-functional and cross-cultural teams, lead complex transitions and transformation initiatives, mitigate risks, and drive performance improvement using continuous improvement methodologies such as Lean and Six Sigma. Known for strong stakeholder management, analytical decision-making, and the ability to lead teams through change while consistently meeting delivery commitments.
Overview
20
20
years of professional experience
5
5
Certifications
1
1
Language
Work History
Lead Assistant Manager- Operations
EXL Service.com(I) Pvt Ltd
10.2023 - Current
- Led end-to-end operations for Life & Annuity processes, managing 72+ FTEs with full accountability for delivery, quality, productivity, compliance, and client satisfaction
- Drove people management initiatives including hiring, onboarding, coaching, performance management, succession planning, and employee engagement
- Managed client and stakeholder relationships, delivering Weekly/Monthly Business Reviews, operational dashboards, KPI tracking, risk assessments, and improvement plans
- Executed successful onshore/offshore process transitions, overseeing knowledge transfer, training, stabilization, and seamless move to BAU operations
- Spearheaded process improvement initiatives through RCA, defect analysis, and corrective action planning to enhance quality, efficiency, and reduce monetary errors.
- Optimized capacity planning, workforce utilization, and productivity to ensure cost efficiency and consistent SLA adherence
- Collaborated with cross-functional teams including Transition, Training, HR, Quality, and IT to achieve business and delivery objectives
- Drove employee engagement programs, CSR initiatives, and retention strategies to reduce attrition and improve team morale
- Managed client escalations, complaints, and queries, ensuring timely resolution and high customer satisfaction
- Led and mentored Assistant Managers and their teams, improving coordination, productivity, and overall operational efficiencyDesigned and implemented an end-to-end training program to standardize onboarding and learning processes for new hires across both offshore and onshore teams
- Roles and Responsibilities
- Created desktop procedure for smooth and seamless migration of new process
- Perform management functions such as staffing, training related to business development plans
- Investigate and resolve customer issues and complaints regarding operational matters. Handles all client queries
- Provide feedback consistently for business and personal development
- Communicate to the team and implement the organizations operational guidelines, standard and policies
- Documented and prepare reports on client management and information systems, present same to upper management
- Design and coordinate training programs for employees in order to enhance work efficiency
- Conduct training sessions and workshops to improve the workforce and productivity of the team
- Monitor and control the routine activities in operations, identify improvement areas and implement adequate measures to maximize customer satisfaction level
- Work closely with client over process issues, updates and developments through conference calls and acting as a Contact for escalated process related issues
- Ensure all team deadlines are met with regards to Quality reporting
- Assist with internal & external audit compliance, checks and queries
- Ensure all Processes and procedures are fully documented
- Experience in coordinating and facilitating between different functions
- Excellent communication & interpersonal skills with proven abilities in customer relationship management
- Provide feedback on developmental areas to associates
- Mentor the team on identified gap areas
- Communicate & ensure implementation of process updates
- Take active part in Process realignment and improvement through cross trainings
- Impart need based training to new joiners
Assistant Manager- Operations
EXL Service.com(I) Pvt Ltd
12.2018 - 09.2023
- Managed end-to-end service delivery for a team of 40 FTEs, ensuring performance aligned with defined SLAs and KPIs.
- Successfully transitioned operations from EXL Philippines to EXL Noida, delivering significant cost efficiencies and seamless continuity for the client
- Developed and maintained SOPs, training materials, and process documentation to support transitions and ongoing process enhancements
- Conducted internal audits and process reviews to ensure strict adherence to compliance standards and operational guidelines
- Delivered structured feedback, coaching, and development plans to enhance individual and team performance
- Oversaw resource planning, transport rostering, overtime management, and schedule adherence to ensure operational efficiency
- Acted as the primary client liaison, supporting process changes and continuous improvement initiatives aligned with client requirements
- Managed client escalations, complaints, and queries, ensuring timely resolution and high stakeholder satisfaction
- Led performance appraisals, succession planning, and promotion budgeting to support talent development and retention
- Served as IT Support Lead during COVID-19, managing end-to-end technology asset deployment and ensuring business continuity; recognized as a “Corona Warrior”
- Owned SLA governance, reporting, staffing optimization, and attrition management to maintain delivery excellence
- Designed and implemented performance evaluation and reward & recognition programs to drive productivity and employee engagement
Subject Matter Expert
EXL Service.com(I) Pvt Ltd
08.2013 - 11.2018
- Monitored transactions for compliance adherence and provided actionable feedback to associates
- Led call calibration sessions with clients and operations teams to ensure quality alignment
- Identified process gaps by analyzing “As-Is” vs. “To-Be” workflows and recommended improvements
- Published monitoring and audit reports within defined timelines
- Issued corrections to ensure invoice accuracy and compliance standards
- Mentored and supported new hires during the onboarding and nesting phase
- Communicated and implemented process updates across the team
- Conducted timely audits and escalated risks or compliance issues proactively
- Led onshore and offshore knowledge transfer initiatives within agreed timelines
- Delivered refresher training sessions to improve performance of existing team members
- Handled supervisor escalation calls to resolve complex customer issues
- Recognized as Best SME and awarded the Extra Miler Award for outstanding performanc
Senior Customer Care Executive
EXL Service.com(I) Pvt Ltd
12.2010 - 07.2013
- Achieved Top Performer status within six months by driving team production targets and delivering consistent results
- Supported team members by resolving queries and implementing process improvements to enhance overall performance
- Recognized as Best SME and awarded the Extra Miler Award for exceptional performance
Customer Care Executive
EXL Service.com(I) Pvt Ltd
07.2006 - 11.2010
Education
Pot Graduate Diploma in Computer Application -
MM College Modinagar
Ghaziabad, India 04.2001 -
B.Sc -
MM College
Modinagar, India 04.2001 -
Senior Secondary Education -
OFIC
Muradnagar, India03-1993
Higher Secondary education -
OFIC
Muradnagar, India03-1990
Skills
Effective leadership
Customer engagement
Team management
Operations management
Problem-solving
Team motivation
Strategic thinking
Accomplishments
- Handled new transition successfully with keeping all client's target intact
- Awarded as Best Assistant Manager in Q2 2021, Q4 2022, Q1 2023.
- Awarded as Extra Miller from 2012 till 2018 every year
- Awarded as Quarterly Performer from 2012 till 2018 every Quarter
- Awarded Impactful Project award for successfully completing cross training project and improving business processes
- Awarded Process Improvement Initiative award for successfully completing cross training project for Cross Skilling Initiative
- Managed a team of more than 72 individuals consisting 3 Assistant manger, 67 Associates, 2 SME(s) and 1 (QL).
- Helped other process migration for 3 months to have it stabilized and successfully achieved the goal
Certification
LOMA Series (280, 291, 302, 308, 321, 101)
Timeline
Lead Assistant Manager- Operations
EXL Service.com(I) Pvt Ltd
10.2023 - Current
Assistant Manager- Operations
EXL Service.com(I) Pvt Ltd
12.2018 - 09.2023
Subject Matter Expert
EXL Service.com(I) Pvt Ltd
08.2013 - 11.2018
Senior Customer Care Executive
EXL Service.com(I) Pvt Ltd
12.2010 - 07.2013
Customer Care Executive
EXL Service.com(I) Pvt Ltd
07.2006 - 11.2010
Pot Graduate Diploma in Computer Application -
MM College Modinagar
04.2001 -
B.Sc -
MM College
04.2001 -
Senior Secondary Education -
OFIC
Higher Secondary education -
OFIC
Professional Traits
- LOMA 280
- Train the Trainee (TTT)
- Tableau - Data Visualization
- Advance Excel: During this training, I came to know about some certain functions like V-Lookup, H-Lookup and moreover the concept of using formula to take the maximum benefit
- Customer Call Handling: It helped me to deal with the client over the phone. It helped me to know the customer needs and best way to handle his/her query/complaints
- Business Writing Skills: This training brought an opportunity for me to improve my business letter and e-mail writing skills effectively
- Effective Communication: It helped to learn how to communicate with people, clients, peers, supervisors and cross function effectively
- Receiving and Providing Feedback: In this training I came to know how to provide effective feedback and way of receiving feedback from supervisor, client, subordinates and peers.
- Goal Setting and Prioritization: Using this training I improved my skills in setting goals and prioritizing things to get maximum benefit and reduce cost/loss
- Customer Communication: It helped to learn the technique about how to communicate customers.
- Problem Solving Skills: It helped me to know the way of solving problems logically
- Effective Listening Skills: This is an essential training which play a vital role in effective communication
- Impactful Presentation: It provided me an opportunity to learn technique to deliver the message/information in effective manner
- Problem Solving: It helped me to learn to solve the problems quickly and effectively
Strengths and Achievement
- Immensely talented and hardworking
- Over nineteen years of experience in operations and administration
- Proficient in streamlining business processes, defining continuous improvement processes, accelerating employees strengths and building powerful teams that can conquer any obstacles
- Exceptional communication, presentation and mentoring skills with distinguished abilities in leading teams for developing business continuity plans, procedures and service standards for business excellence
- Undertaken responsibilities of eliminating unnecessary procedures in a process for efficient functioning
- Track performances of the team members and suggest areas of improvement. Also, facilitate & impart training and monitor the improvements consistently
- Maintain and ensure stringent adherence to quality standards, identify gaps and opportunities
- Ability to grasp and learn new technologies with least supervision
- Work well in both team environment and individual role
- Ability to persuade the client
- Showed the flexibility to learn transaction of different Processes to help in load leveling.