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.
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.
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