RAJEEV THAMPI
Trivandrum
Summary
Operations Manager – Service Delivery with over 8 years of experience in the service industry, focused on service excellence and customer satisfaction. Proven ability to drive revenue growth and enhance account performance through client relationship management and continuous improvement. Skilled in business planning, cost control, data analysis, and dashboarding for strategic decision-making. Experienced in contract negotiation, partner management, and financial settlements. Known for implementing efficient processes that improve client satisfaction and deliver tangible results. Avid follower of the funda - Dream -> Build -> Productize -> Feedback -> Scale
Overview
10
10
years of professional experience
Work History
Delivery Manager - Operations
Fabage Consulting and Software Solutions Private Limited
Trivandrum
11.2024 - Current
- Headcount Management - Hire, maintain and optimize team size to meet business objectives.
- Revenue Growth - Achieve Annual Revenue Targets.
- Gross Margin (GM) Optimization - Maintain profitability through cost control and efficiency.
- Customer Satisfaction Improvement - Ensure high customer satisfaction levels - >90%.
- Customer Connect & Coverage - Ensure 100% customer engagement and outreach.
- Operational Rigor & Compliance - Maintain strict adherence to contract management, change requests, financial processes, resource utilization, and timesheet compliance.
- Timely Publication of Weekly Status Reports (Internal & Client) - Ensure all reports are submitted on time without delays.
- New Business Enhancement - Drive strategic initiatives to identify, develop, and expand new business opportunities, ensuring sustainable growth and increased revenue.
Operations Manager
ONEPLUS Technologies Pvt Limited
Bengaluru
06.2019 - 08.2024
- National Head – Pan India TV Aftersales Operations
- National Head – Pan India Smartphone Aftersales Operations
- ERP software architectural design, testing, and implementation for OnePlus Aftersales Operations
- Design and implementation of supply chain modules for Pan India spare parts management system
- Financial reconciliation and loss mitigation for Partner operations
- Vendor/Partner Performance Management – Managed 6 Partners across Pan India
- Fraud identification, investigation, and execution of improvement methodologies
- Led the expansion of service operations by increasing the service center (SC) network from 150 to 450 SCs, contributing to a 55% revenue turnover growth
- Successfully opened three key accounts across different zones in India, each with a minimum of 33 SCs, by proactively collaborating with the sales team and utilizing sales forecast data
- Recovered ₹3 Cr in outstanding revenue over 22 months by implementing proactive billing reconciliation and rectification processes, strengthening profitability
- Drove NPS improvement from 65% to 85% over multiple quarters (2022–2024) by refining customer support strategies, partner engagement, and service operations
- Single Handedly Improved the supply chain efficiency by improving the fill rate and payment cycle from 40% to >87%
- Established a customer-first culture by aligning team objectives with company goals, leading to a 25% NPS increase during expansion
- Spearheaded initiatives that enhanced partner response times by 30%, reducing customer wait times and improving service delivery
Claims Specialist Handler II
Allianz Insurance
Trivandrum
03.2015 - 08.2016
- Ensure compliance with SLAs, KPIs, and quality standards to deliver service excellence, while actively identifying opportunities for service and product enhancements.
- Support team and business planning, including coaching, training, and participation in audits to drive development and meet performance targets.
- Manage customer interactions through outbound calls, active listening, and maintaining clear, jargon-free documentation to improve customer engagement.
- Handle claims processing from receipt to settlement, including coverage validation, coordination with underwriters, accurate reserving, and ensuring payouts align with policy guidelines and limits.
Education
Master of Business Administration - Lean Operations and Systems
Christ University
Bangalore01.2019
Bachelor of engineering and technology - Mechanical Engineering
Mar Baselios College of engineering
Trivandrum, Kerala01.2013
Skills
- Strategic Leadership
- Organizational Development
- Global Operations Management
- Digital Transformation
- Strategic Decision Making through Data Analysis and Business Intelligence
- Financial Strategy and Planning
- Vendor Acquiring and Performance Management
- Change Management
- Interdepartmental Collaboration
- Supply chain efficiency enhancement
- Lean Manufacturing processes
- Hazardous material tracking
Professional Skills
Leadership, Delivery Management, Operations Management, Key Accounts Management, NPS Analysis and Improvement, Customer Relationship Management (B2B), Partner Management, Customer Experience Improvement, Data Driven Decision Making - Dashboarding, Data Interpretation and creating achievable problem solving solutions, Advanced Excel, Lean Six Sigma Green belt, Kaizen, Pareto Principle approach on business problems, Supply chain modelling and fill rate regulation
Timeline
Delivery Manager - Operations
Fabage Consulting and Software Solutions Private Limited
11.2024 - Current
Operations Manager
ONEPLUS Technologies Pvt Limited
06.2019 - 08.2024
Claims Specialist Handler II
Allianz Insurance
03.2015 - 08.2016
Master of Business Administration - Lean Operations and Systems
Christ University
Bachelor of engineering and technology - Mechanical Engineering
Mar Baselios College of engineering
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