Hi, I’m
Rahul Mehrotra
Program Manager
Gurugram
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Brings 16+ years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
16
years of professional experience
5
years of post-secondary education
Work History
Vaco Binary SemanticsGurugram
Program Manager
11.2023 - Current
Job overview
- Developed and maintained Business workflows, procedures and reports.
- Identified program obstacles and communicated possible impacts to team.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Interacted with CRM teams to integrate CRM support for the function for better engagements.
Zomato limited
Program Manager
05.2022 - 11.2023
Job overview
- Headed ad strategy team (25 Pax), lifting ad revenue by 25% and enhancing customer engagement with revenue-generating plans
- Increased efficiency and productivity by 20% by finding resource optimization chances and filling business gaps
- Collaborated with tech team to optimize and innovate tools, improving performance and user satisfaction
- Maintained high levels of customer satisfaction by ensuring prompt response to inquiries, addressing concerns, and providing effective solutions
- Coordinated with stakeholders to understand their needs and expectations, and incorporated feedback into the product development process
- Participated in managerial conversations to make important business decisions aimed at achieving efficient operations across the platform while balancing the objective of minimizing costs and maximizing output
- Analyzed product optimization areas using ops expertise, streamlining processes and improving business outcomes
- Created strategic plans based on product use, revenue projections, client preferences, and other key factors for upcoming months
- Lead support team for real-time email and chat, effectively addressing inquiries and issues of growth managers promptly
- Utilized market insights and data analysis to discover new client opportunities, set clear expectations for the team, and ensure successful client management and performance
- Headed cross-functional teams for new product launch, driving adoption and growth with data analysis and strategic planning, resulting in 30% sales increase
- Implemented customer retention strategies to reduce customer churn and increase revenue.
Zomato limited
Operation Manager
10.2018 - 05.2022
Job overview
- Key role in end-to-end business transitions as content manager, using expertise in hiring, costing, budgeting, planning, standardization, and documentation for successful outcomes
- Managed a team of over 250 team players (both on-site and remote), with the goal of ensuring the accuracy and consistency of data for content on the platform
- Used data-driven approach to set relevant KPIs aligned with business goals, and effectively communicated to team
- Tracked and analysed project progress, providing regular updates and reports to ensure visibility into project status and performance
- Oversaw content processes, leading a team of 80+ process leaders and maintaining content accuracy across all regions
- Managed stakeholder relationships through effective communication, transparency, and collaboration
- Developed content strategy aligned with short-term and long-term process stabilization goals, optimizing content production for efficiency and effectiveness
- Improved business outputs by identifying areas for technical improvement with outsourcing company and implementing solutions
- Utilized project management skills to lead resource planning, cost estimation, product requirement analysis, and turnaround time optimization efforts for successful business transitions
- Worked closely with market leads to identify reporting requirements, automate report generation, and distribute reports in a timely and effective manner for smooth business operations
- Played a key role in resource planning and talent acquisition to ensure the organization had the right personnel to meet its goals.
Zomato limited
Assistant Manager
05.2016 - 10.2018
Job overview
- Led outsourcing model, reducing operational costs by 30% and streamlining workflow
- Collaborated with cross-functional teams to analyse business and identify cost-saving opportunities, resulting in 15% reduction in operating expenses
- Managed invoicing approval and generated MIS reports, ensuring smooth transitions and improving operational efficiency with 95% accuracy.
Zomato limited
Sr Team Leader
08.2015 - 05.2016
Job overview
- Managed the quality management and escalation team for the online ordering business, overseeing 20 professionals handling inbound queries globally
- Developed and implemented quality management processes, resulting in a 40% reduction in query resolution time and improved customer satisfaction.
AXA XL (formally XL Catlin/ XL Group)
Assistant Manager
08.2007 - 07.2015
Job overview
- Efficiently managed workload scheduling and team communication, promoting information flow and knowledge transfer among team members
- Implemented training and development programs that improved team members' skills and knowledge, leading to a 30% increase in productivity and quality of work
- Developed coaching programs and performance improvement plans for underperforming team members, resulting in a 20% increase in productivity and quality of work
- Monitored and evaluated the effectiveness of training programs, making necessary adjustments for maximum impact
- Analysed process data, identified areas for improvement, and implemented corrective actions to address non-compliance issues
- Shared insights and knowledge from previous projects to contribute to the development of best practices
- Implemented procedures to ensure adherence to service level agreements, resulting in a 25% increase in client satisfaction
- Supported the onshore Underwriting department by following process metrics and guidelines
- Conducted data analysis to generate reports and dashboards, resulting in a 15% increase in operational efficiency
- Led successful transitions within NAPC (North America Property & Casualty), including Canada's Coding & Issuance business, Multinational Casualty business, and Expansion of Quotes, resulting in increased revenue and streamlined operations.
Education
IMCUAE (Remote)
Six Sigma (Green + Black Belt) from Business Management
11.2023 - Current
Coursera
Completed foundation of project management
01.2022
PGDIM
Post Graduate Diploma in Insurance manager
01.2008 - 01.2010
Delhi University
Bachelor of Commerce
01.2002 - 01.2005
Skills
Project/ Program managementLeadershipStrategic ThinkingProblem SolvingCommunicationProcess ImprovementAutomationRisk ManagementKPI FormationVendor ManagementMS OfficeStakeholder ManagementCSAT/ MSAT enhancementFigma designsProcess ManagementPerformance Management
Program leadership
Policy and procedure improvements
Budget coordination
Documentation proficiency
Performance monitoring
Team leadership and direction
Timeline
Program Manager
Vaco Binary Semantics
11.2023 - Current
IMC
Six Sigma (Green + Black Belt) from Business Management
11.2023 - Current
Program Manager
Zomato limited
05.2022 - 11.2023
Coursera
Completed foundation of project management
01.2022
Operation Manager
Zomato limited
10.2018 - 05.2022
Assistant Manager
Zomato limited
05.2016 - 10.2018
Sr Team Leader
Zomato limited
08.2015 - 05.2016
PGDIM
Post Graduate Diploma in Insurance manager
01.2008 - 01.2010
Assistant Manager
AXA XL (formally XL Catlin/ XL Group)
08.2007 - 07.2015
Delhi University
Bachelor of Commerce
01.2002 - 01.2005