Summary
Overview
Work History
Education
Skills
Certification
Disclaimer
Timeline
Generic

Rohit Manwani

Bangalore

Summary

Goal-oriented professional with dynamic Operations & Service Delivery Expertise: Offering over 9 years of experience managing complex global programs, driving operational excellence, and ensuring high-quality service delivery across diverse industries. Insightful expertise in Program/Project Management with skills in directing all phases encompassing Planning, Defining Scope, setting Timelines, Monitoring, Inter-discipline coordination, Mitigating Risks, Resource Planning & Documentation, Vendor Management & Execution. Supervised and Led Program and Project staff to manage the impacts and interdependencies between Programs and working to ensure initiatives meet the goals and objectives of the executive leadership team. SLA & TAT Management: Successfully implemented SLA improvement plans, achieving 100% compliance within a year and consistently exceeding performance benchmarks. Analytical and Solution-Oriented: Known for handling complex and challenging projects adeptly, with a keen analytical ability and strong leadership skills. Proficient in leveraging Project Management and Agile practices, as well as ITIL frameworks to drive project success. Process Improvement Champion: Expertise in Lean, Six Sigma, and other process improvement tools, consistently driving efficiency and productivity gains in fast-paced environments. Dynamic, Resilient & Logical thinker and an Agile Leader; proficient in communicating with Internal / External Clients to determine specific requirements & expectations; managing client expectations as an Indicator of Quality.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Operations Program Manager

Microsoft
09.2023 - 03.2025
  • Spearheading operational projects to enhance vendor operations.
  • Partnering with cross-functional teams to ensure seamless project execution.
  • Overseeing project communications and acting as the primary point of contact for issues and queries.
  • Managing multiple project delivery frameworks & new systems implementation and for change management related activities within the specified time & cost parameters.
  • Monitoring team’s professional growth and assessments in matrix organization while participating in knowledge exchange, team issues and conflict management.

Team Manager

Empower, Great West Global Solutions
05.2023 - 09.2023
  • Manage & lead team a Pilot process in delivery high quality Service that meet & exceed the contracted commitments (Timeliness, SLA, Quality)
  • Implement the appropriate operational & Governance process to underpin effective Delivery
  • Take direct responsibility for the delivery of specific projects
  • Act as point of Escalation

Team Manager

Amazon India
07.2022 - 03.2023
  • Supervised 40 employees and 2 team leads, overseeing backend activities and shared desk operations for the Recruiting Engine.
  • Achieved process improvements by applying various techniques to enhance productivity and profitability, removing unnecessary procedures for efficient functioning, and ensuring process uniformity.
  • Initiated and led a new pilot project for the APAC region across various lines of business.
  • Optimized internal processes to boost visibility and drive efficiency improvements.
  • Organized and directed meetings, prepared reports and dashboards, and led weekly, monthly, and quarterly review meetings.
  • Managed resources and evaluated team performance during annual performance reviews.
  • Participated in internal audits, reported non-conformances, identified root causes, and implemented corrective actions.

Assistant Manager

Genpact India
10.2019 - 07.2022
  • Managed 48 employees and 2 team leads (Multiple Teams) both technical and non-technical teams, focusing on client post-product sale support, technical troubleshooting, warranty, and escalation support management.
  • Oversaw all customer-facing teams to align their efforts with common goals and address customer concerns.
  • Recommended service availability improvement projects based on current and future business needs of the Customer
  • Implemented various changes to enhance customer experience and positively impact metrics.
  • Developed process flows for multiple teams based on client suggestions, ensuring smooth transitions.
  • Directed the pilot support process for a newly introduced market segment by the client.
  • Observed team productivity and resolved issues promptly to ensure maximum efficiency and consistent service experiences.
  • Analyzed metrics and utilized customer feedback to drive ongoing improvements in service practices.
  • Completed a Six Sigma Green Belt project that reduced the lifecycle of transactions and cases.
  • Collaborated with Leadership and support groups to look for ways to improve Service Availability through innovation and automation
  • Led internal & Client Meetings where Service Levels discussions are performed impacting systems availability

Team Lead

Unisys India
01.2018 - 09.2019
  • Led a team providing inbound call and chat support for a technical help desk in a B2B environment, operating 24/7 with rotational shifts and offs.
  • Team management of 30+ members; performing employee performance evaluation
  • Engaged in process improvement initiatives and collaborated with other support teams to ensure smooth communication and enhance customer experience while meeting assigned SLAs and KPIs.
  • Hold daily / monthly one on one meetings (staff motivation, career path);
  • Worked with client operations manager, internal project managers, assist the global delivery manager, and act as escalation point on service delivery /operational issues
  • Conducted audits for associates, provided feedback and training to maintain quality standards, and drafted various reports for associates and leadership.

Technical Support Associate

Unisys India
06.2016 - 12.2017
  • Provide Level 1 support to end users to resolve incident & diagnose underlying problems using remote connection toolset & implement corrective action.
  • Handle Calls, Chats, Self Service incidents & Requests
  • On call troubleshooting & escalate as necessary
  • Effectively communicate with members of management & technology Support
  • Adaptability to learn & own additional responsibilities from leads & Supervisor

Education

B.com Graduate -

Pandit Ravishankar Shukla University
Raipur
01.2016

Skills

  • Strategic Planning & Implementation
  • Operational Excellence
  • Project & Program management
  • Process Improvement
  • Cross-functional Coordination
  • Stakeholder Management
  • Vendor Management
  • ServiceNow
  • Salesforce
  • BMC Remedy
  • MS Loops
  • MS power BI
  • MS Office Suite
  • Clarity

Certification

  • Greenbelt Six sigma
  • ITIL V4 Foundation

Disclaimer

I hereby Declare that all the above-mentioned details are true to best of my knowledge Date: Place: Rohit Manwani

Timeline

Operations Program Manager

Microsoft
09.2023 - 03.2025

Team Manager

Empower, Great West Global Solutions
05.2023 - 09.2023

Team Manager

Amazon India
07.2022 - 03.2023

Assistant Manager

Genpact India
10.2019 - 07.2022

Team Lead

Unisys India
01.2018 - 09.2019

Technical Support Associate

Unisys India
06.2016 - 12.2017

B.com Graduate -

Pandit Ravishankar Shukla University

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Rohit Manwani