Richa V
Operations Manager
Gurugram
Summary
Operations Manager with 10 years of experience in cross-functional leadership, vendor management, and process optimization across E-commerce, BFSI, and Education. Skilled in enhancing efficiency, streamlining vendor relations, and driving customer satisfaction through data-driven decision-making and process re-engineering. Proven track record in driving growth, improving performance metrics, and leading impactful projects.
Overview
10
10
years of professional experience
Work History
Operations Manager
Concentrix India Pvt. Ltd.
Gurgaon, India
08.2025 - Current
- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
- Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
- Managed a team of 130+ Associates, including 4 TL, servicing IN and EU region Selling Partners, handling up to ~30k contacts weekly.
- Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
- Work with internal business intelligence teams to build the tools we need to monitor Program Customer Experience and Delivery Performance
- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
- Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
- Report on daily, weekly, monthly operational KPIs and projects to senior leadership Attend business reviews with the client
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Operations Deputy Manager
WNS Global Services Pvt. Ltd.
New Delhi, India
05.2023 - 08.2025
- Spearheaded operational strategies across multiple geographies (NA, EU, SG), leading a team of 85+ FTEs, inclusive of 4 Asst. Managers and 8 Leads, ensuring high-quality service delivery.
- Developed and implemented structured vendor engagement frameworks to drive operational efficiencies and business performance.
- Led cross-functional initiatives in process automation and data-driven decision-making, reducing operational defects and improving key performance indicators.
- Championed quality management frameworks that enhanced vendor satisfaction and compliance, reducing process redundancies.
- Partnered with Product and Ops Implementation teams to launch new services, ensuring seamless execution and optimization.
- Conducted performance analysis to identify areas for improvement, implementing solutions that resulted in enhanced seller and customer experience.
- Led talent acquisitions & development programs, driving succession planning, performance management, and leadership mentoring initiatives.
- Improved team efficiency by streamlining processes and implementing innovative management strategies.
- Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.
- Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
- Increased customer satisfaction levels by developing targeted strategies to address client concerns effectively.
- Created and maintained a strong team culture that promoted high levels of collaboration, employee satisfaction, and overall performance.
- Mentored junior staff members on best practices for project management and team collaboration skills, fostering a supportive work environment.
- Developed strong relationships with stakeholders to facilitate smooth communication and project completion.
- Enhanced employee performance by providing regular feedback, coaching, and training opportunities.
Team Supervisor
Amazon Development Centre
10.2021 - 05.2023
- Managed a Seller Experience team of 40+ FTEs, optimizing service delivery across NA and IN regions.
- Conducted root cause analysis to improve seller performance, leveraging data insights to refine business strategies.
- Served as the primary contact for driving ACES and CI initiatives at the site level, achieving a 93% intake quality and becoming the top submitters across the IND region.
- Led defect reduction initiatives, successfully reducing defects and aligning account health metrics with regional benchmarks.
- Designed and implemented process improvement frameworks, streamlining seller engagement and enhancing operational effectiveness.
- Served as Hiring POC, successfully onboarding 140+ associates, ensuring seamless integration and alignment with performance objectives.
- Developed and facilitated cross-functional training programs.
Coordinator
CMR Group of Institutions
06.2019 - 09.2021
- Managed a team of 20 educators, overseeing performance metrics and curriculum effectiveness.
- Led transition to remote work for 50+ educators, ensuring learning continuity and efficiency.
- Conducted interviews, training, performance management & employee engagement activities.
- Designed and implemented learning & development programs to enhance performance.
- Conducted stakeholder meetings to align strategies with business objectives to deliver results.
Educator & Subject Head
VIBGYOR Group of Institutions
06.2016 - 04.2019
- Supervised a team of 11 educators, enhancing teaching effectiveness through structured coaching and training.
- Spearheaded employee engagement and satisfaction programs, driving retention and performance.
- Led recruitment and upskilling initiatives, successfully hiring and training 22+ educators.
- Ownership of spreading social awareness amongst the employees & disadvantaged individuals. Represented “NINE IS MINE”, a social organization serving underprivileged in Canadian embassy, New Delhi to support a social cause.
Education
Post-Graduation - International Business
M.Com - undefined
Six Sigma - Black Belt
Skills
Vendor & Stakeholders Management
Business Process Improvement
Data Analytics & Insights
Customer Experience Optimization
Performance & Quality Management
Timeline
Operations Manager - Concentrix India Pvt. Ltd.
08.2025 - Current
Operations Deputy Manager - WNS Global Services Pvt. Ltd.
05.2023 - 08.2025
Team Supervisor - Amazon Development Centre
10.2021 - 05.2023
Coordinator - CMR Group of Institutions
06.2019 - 09.2021
Educator & Subject Head - VIBGYOR Group of Institutions
06.2016 - 04.2019
- Post-Graduation, International Business
- M.Com,
- Six Sigma, Black Belt