RAHUL RAJ SHRIVASTAVA
Business Operations Management Leader
Hyderabad
Summary
Results-oriented professional with 14 years of experience in leading cross-functional teams and optimizing business operations across global organizations. Demonstrated expertise in transition management, including end-to-end project migrations, knowledge transfers, and seamless process onboarding across geographies. Proven ability to drive efficiency, reduce costs, and enhance operational performance through strategic planning and process improvement. Adept at managing international operations, streamlining supply chain management, and implementing cost-saving measures. Seeking a challenging role as Associate Senior Manager to leverage advanced skills in strategic development, transition leadership, and performance optimization to contribute to organizational success.
Overview
14
14
years of professional experience
2
2
Certifications
Work History
Manager Support services India
ModMed Technology
12.2024 - 03.2025
- Led a global team of Medical Content support and Software support, driving significant customer service experience operations.
- Implemented strategic policies and KPIs to enhance performance and foster cross-functional collaboration.
- Directed and managed a diverse global operations team of 220+ individuals, conducting comprehensive performance reviews, annual appraisals, and regular monthly and weekly business reviews (MBRs and WBRs) to ensure alignment with organizational goals and high-performance standards.
- Spearheaded the development and execution of strategic initiatives to enhance operational efficiency and performance significantly.
- Achieved a notable CSAT% and reduction in DSAT by implementing on call barging by leads and supervisors.
- Managed supply chain, logistics, and procurement to maximize resources and minimize lead times, ensuring efficient, timely deliveries and reducing bottlenecks.
- Led cross-departmental and international collaboration to improve communication, streamline processes, and boost productivity.
- Established and monitored key performance indicators (KPIs) to measure the success of operational initiatives and ensure continuous improvement.
- Developed and executed training programs to upskill the operations team, fostering professional growth and improving team capabilities.
- Implemented new performance improvement plans (PIP) to address CSAT challenges, support team development, and ensure compliance with organizational standards and regulations.
Global Operations Manager
WebFurther India Pvt. Ltd.
08.2023 - 08.2024
- Translated global Trust & Safety policies into scalable, actionable moderation workflows across a team of 460 moderators.
- Ensured operational adherence to local/international regulations and platform-specific community standards.
- Developed proactive and reactive protocols for managing high-risk content and crisis situations.
- Led transition initiatives for policy rollouts and product changes, ensuring minimal disruption to frontline workflows.
- Mapped policy changes to operational KPIs, enabling clear measurement of transition success (e.g., time-to-adoption, pre/post accuracy rates, volume shift analysis).
- Lead and manage end-to-end content moderation operations at scale, overseeing in-house teams and multiple BPO vendor partnerships.
- Implemented and refine Standard Operating Procedures (SOPs) for content review, escalation, and appeals management.
- Designed and enforced quality control frameworks to drive consistency, fairness, and efficiency in decision-making.
- Executed transitions of operational workflows across vendors and regions, including ramp-up/down plans, resource alignment, and knowledge transfers.
- Used operational readiness assessments and workflow heatmaps to guide transition planning and resource allocation.
Senior Manager Operations
Randstad India Pvt. Ltd.
01.2023 - 08.2023
- Managed Google Blended (Voice - Non Voice) Hiring operations, leading a recruitment team to enhance processes and ensure cost-effective management.
- Supervised operations for Google Hiring, managing a team of over 170 recruiters and interviewers to ensure efficient and effective recruitment processes while handling billing and headcount-related tasks.
- Implemented cost-effective operational strategies to benefit the client and the organization, ensuring optimal resource utilization and financial efficiency.
- Directed daily operations focusing on quality, productivity, and process improvements.
- Developed and introduced innovative ideas to enhance operational delivery and performance.
- Executed consistent implementation of SBS barging, SAP plans, floor walks, and dip-checks to uphold performance metrics and maintain high operational standards.
- Managed team leads and supervisors, fostering a positive work environment and enabling them to manage their teams effectively.
- Collaborated with various teams to ensure seamless operation flow and effective communication across departments, facilitating smooth operational processes.
- Oversaw performance appraisals and managed process-level attrition to ensure a stable and productive workforce.
- Developed and executed strategies for process improvements to ensure timely and high-quality task completion.
Assistant Manager Operations
Accenture
12.2018 - 01.2023
- Led Content Moderation operations by implementing strategic enhancements to improve support quality and operational efficiency.
- Oversaw Workday processes across hiring, onboarding, role transitions, and performance management, ensuring seamless coordination with HR and operations stakeholders.
- Regularly conducted case audits and contributed to policy development initiatives, fostering a culture of continuous improvement and adherence to compliance standards.
- Played a key role in managing team and workflow transitions during major policy updates, tooling migrations, and procedural changes-developing detailed change playbooks, tracking adoption metrics, and ensuring minimal service disruption.
- Supervised a team of 160 agents and leads in the Content Moderation, ensuring effective management of billing and headcount-related tasks within the operational span.
- Administered Time and Expenses (MYTE) activities for the project, optimizing resource allocation and financial tracking.
- Directed daily operations on the team and floor, driving performance improvements through innovative ideas and strategic operational enhancements.
- Implemented SBS, conducted floor walks, and performed dip-checks to uphold performance metrics and ensure high operational standards.
- Managed team performance, attendance, and related tasks using the Workday tool.
- Utilized Workday for performance management, tracking team performance, and implementing strategies for continuous improvement.
Team Lead Content Moderation
Accenture
08.2016 - 09.2018
- Oversees daily Content Moderation operations, leads a team of support analysts, manages escalations, ensures SLA adherence, and drives continuous improvement.
- Lead and manage day-to-day operations of the service desk, ensuring consistent and high-quality IT support.
- Supervise, coach, and mentor a team of service desk analysts to meet performance expectations.
- Act as the primary escalation point for complex technical issues and customer concerns.
- Oversee ticket management using ITSM tools (e.g., ServiceNow, Remedy) to ensure timely resolution.
- Conduct regular team meetings, one-on-ones, and performance reviews.
- Coordinate with other IT teams and departments for incident resolution and process alignment.
- Maintain and update knowledge base articles, FAQs, and SOP documentation.
- Ensure adherence to the best practices in incident, request, and problem management.
Technical Support Analyst QA/SME
Dell International Services
03.2016 - 08.2016
- Managed call quality for Dell Premium support, enhancing satisfaction through effective escalation handling and team leadership across US and UK regions.
- Monitored and barged calls for Dell Premium phone support to enforce quality standards and enhance customer satisfaction.
- Handled escalation emails from premium customers, ensuring adherence to quality protocols and swift resolution of high-level issues.
- Coordinated communication within the team to effectively cover 60% of the US and 40% of the UK customer base, facilitating smooth and efficient support.
- Supervised a team of 47 members, driving performance improvements and maintaining high customer service standards through effective leadership.
Quality Analyst
Genpact
08.2014 - 10.2015
- Enhanced Google AdWords service quality through live chat monitoring, comprehensive auditing, and agent training, leading to significant quality score improvements and recognition for excellence.
- Monitored live chats for Google AdWords, ensuring adherence to quality standards and effective customer support.
- Conducted daily audits of 100 phone calls, 50 emails, and 70 chat cases for Google AdWords customers to maintain high service quality.
- Trained 6 batches of 20 agents each and an additional team of 7 in product knowledge and customer handling skills to enhance service delivery.
- Audited communications for the Service Revenue Program, a specialized Google product, to ensure compliance with quality standards.
- Provided coaching and constructive feedback to agents, improving their performance and service quality.
Senior Customer Relationship Officer/SME Support
Wipro
10.2012 - 08.2014
- Improved team efficiency and service quality through effective support, training, and process enhancements, driving significant reductions in handling time and elevating performance.
- Provided real-time support to a team of 17-20 members, facilitating rapid problem-solving and reducing Average Handling Time.
- Conducted knowledge transfer sessions and huddles to deliver process updates and training, ensuring team members were well-informed and up-to-date.
- Analyzed current processes and generated innovative ideas to enhance efficiency and effectiveness, contributing to overall process improvements.
- Conducted audits of phone calls and provided detailed feedback and analysis to help team members achieve their performance goals.
Customer Relationship Officer/SME
Hinduja Global Solutions Ltd.
05.2011 - 07.2012
- Delivered technical support for BT and Airtel, managing system issues and billing with high standards.
- Provided voice and remote support for BT, UK, resolving technical issues, virus removal, and ensuring optimal system performance.
- Handled Airtel Telecom inbound calls, addressing technical issues, billing inquiries, and account-related queries with clear resolutions.
- Managed mobile internet and GPRS queries, maintaining high service standards and efficient issue resolution.
Education
B.Com -
GITAM University
01.2019 - 1 2022
Skills
Montage
Google Cases
SRT
Microsoft Office Suite
Communication
Teamwork
Leadership
Problem-solving
Transition management
Strategic Planning
Process Improvement
Decision-making
Strategic planning
Operations management
Team leadership
Performance management
Time management
Workforce management
Customer service
Financial management
Business development
Project management
Policy implementation
Contract management
Cross-functional teamwork
Relationship building
Documentation and reporting
Project planning
Verbal and written communication
Staff training and development
Goal setting
Negotiation
Complex Problem-solving
Budget control
Task delegation
Performance evaluations
Product management
Key performance indicators
Schedule preparation
Shift scheduling
Employee onboarding
Clear communication
Recruiting and interviewing
Coaching and mentoring
Risk management
Vendor management
Revenue management
Change management
Resource allocation
Policy and procedure development
Stakeholder management
Problem-solving abilities
Staff development
Business administration
Staff management
Customer relationship management (CRM)
Certification
Dell Technical Certification, 01/01/16
Timeline
Manager Support services India
ModMed Technology
12.2024 - 03.2025
Global Operations Manager
WebFurther India Pvt. Ltd.
08.2023 - 08.2024
Senior Manager Operations
Randstad India Pvt. Ltd.
01.2023 - 08.2023
B.Com -
GITAM University
01.2019 - 1 2022
Assistant Manager Operations
Accenture
12.2018 - 01.2023
Team Lead Content Moderation
Accenture
08.2016 - 09.2018
Technical Support Analyst QA/SME
Dell International Services
03.2016 - 08.2016
Quality Analyst
Genpact
08.2014 - 10.2015
Senior Customer Relationship Officer/SME Support
Wipro
10.2012 - 08.2014
Customer Relationship Officer/SME
Hinduja Global Solutions Ltd.
05.2011 - 07.2012