Raziya Ashgar
Operations Manager
Chennai
Summary
Skilled Operations Manager and talented leader with 15+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
Work History
Operations Manager – Europe
NEILSEN IQ
09.2024 - Current
- Responsible in ensuring the quality performance monitoring, reporting and analysis of EU RD
- Monitor the quality improvement plans such as Quality Walk, Quality Focus Meetings, Root Cause Analysis activities and Operational Excellence programs when required
- Manage close links with Client Ops and leaders to ensure quality and delivery standards are met / exceeded alongside with high levels of customer satisfaction on product content
- Maintain an understanding and working knowledge of systems, functions and capabilities within item coding
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Manager – Catalog Operations
AMAZON DEVELOPMENT CENTRE
06.2022 - 09.2024
- Led a team of L2/L3 Catalog Associates
- Set-up strategic and focused programs and launch initiatives to impact the Seller experience and considerably improve the Seller satisfaction scores for our Tier1- Tier 2 Sellers
- Managed the team of Subject Matter Experts, Senior Catalog Associates, associates to perform deep dive analysis on handled issues for the Sellers and publish recommendations and action plans based on data to improve Seller experience
- Developed communication channels at all levels, set proper expectations, provided clear status communications
- Provided leadership around planning, roadmaps and execution
- Participated in business/stakeholder reviews, drive Seller scorecard excellence
- Mentored and guided Quality lead / Process Expert to manage quality, improve process efficiency and minimize variation, conceptualize, design and deliver trainings to the team
- Partnered with onshore Program, product stakeholders in driving key business initiatives improving GMS, Seller Satisfaction
- Owned the metrics of Operations like SLA, Seller/AM Satisfaction, TTR etc
- And Business impact goals of GMS uplift, time savings and Seller experience
- People Management (leadership role, team management, floor control and retention)
Senior Project Management Specialist - Operations
COGNIZANT TECHNOLOGY SOLUTIONS
06.2021 - 06.2022
- Led operational improvement activities for Operations with a business size of $2Bn, collaborating with Business Leads across 4 MDUs (PnR, LSHC, BFSI & CMT) and Business Units (Central, North & South Europe)
- Automated the invoice-to-cash process using RPA tools (UI Path), enhancing efficiency and reducing processing time by 30%, with support from Business Development, Commercial Proposals, Solutions, and Transition teams
Project Management Specialist
NTT DATA SERVICES
11.2019 - 05.2021
- RPA Project Manager for New Development and Transition BOTs
- Prepared project schedule, Gantt Chart, budget, and cost model
- Managed client engagements / contracts across geographies - Operations support for establishing processes, metrics identifications and reporting
- Identified project risks and assist by providing prudent and timely recommendations for risk avoidance
- Monitor and track project progress to ensure timely and accurate deliveries of project targets according to milestone agreements
- Build and maintain robust tracking mechanism for key indicators of the operations to support decision-making
- Created and maintained comprehensive project documentation and trackers
- Led operational and governance calls with client and internal partners
- Prepared weekly utilization report and RPA performance reports and publish the same to the leadership
Project Management Specialist
COGNIZANT TECHNOLOGY SOLUTIONS
03.2009 - 11.2019
- Project Management Operations for small and large projects
- Preparing the proposal and SOWs for projects
- Project Activities - Support the project team with the SDLC and the below activities
- – BCP, CSI Theme Portal, PMR (Audit Review), Risk Portal, Support & Development Metrics, Resource Allocations and Modification in the project
- Ensure that the day-to-day operations of a business run smoothly
Education
BCA -
Madras University
01.2005 - 01.2008
Skills
Project Management and Delivery
E-Commerce
Catalog Management
RPA – Automation Project Delivery
Transition Management
Quality and Financial Management
People Management
Budgeting and Forecasting
Revenue and Margin Analysis
Risk Assessment and Mitigation
Timeline
Operations Manager – Europe
NEILSEN IQ
09.2024 - Current
Manager – Catalog Operations
AMAZON DEVELOPMENT CENTRE
06.2022 - 09.2024
Senior Project Management Specialist - Operations
COGNIZANT TECHNOLOGY SOLUTIONS
06.2021 - 06.2022
Project Management Specialist
NTT DATA SERVICES
11.2019 - 05.2021
Project Management Specialist
COGNIZANT TECHNOLOGY SOLUTIONS
03.2009 - 11.2019
BCA -
Madras University
01.2005 - 01.2008
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