SABIHA SULTANA
operation manager
Bengaluru,KA
Overview
13
13
years of professional experience
Work History
Deputy Manager Operations - International Utility Process
WNS Global Services
Indore
02.2024 - 08.2024
- Managed end-to-end operational delivery for international utility customer service processes, ensuring SLA adherence and quality performance across high-volume operations.
- Collaborated closely with internal stakeholders and client teams to resolve operational escalations, improve delivery standards, and maintain strong client relationships.
- Led cross-functional teams and supported strategic operational functions required for seamless service delivery.
- Improved operational efficiency by 15% through process enhancements, performance monitoring, and productivity optimization initiatives.
- Maintained proactive communication with clients through regular business reviews, operational updates, and escalation management, contributing to a 20% improvement in client satisfaction scores.
- Partnered with reporting and analytics teams to leverage Power BI dashboards for operational visibility, performance tracking, and decision-making.
- Drove employee engagement, coaching, succession planning, and conflict resolution initiatives, reducing attrition by 10%.
- Ensured operational compliance, process governance, and adherence to quality standards across the business unit.
Deputy Manager Operations - International E-commerce Process
CONCENTRIX INDIA PVT LTD
Vadodara
01.2022 - 01.2024
- Managed daily service delivery operations for a span of 180+ FTEs and team leaders in an international e-commerce process.
- Partnered with internal and external stakeholders to ensure operational excellence, service consistency, and adherence to business KPIs.
- Conducted regular client governance calls including WBRs, MBRs, and operational reviews to discuss SLA performance, issue resolution, and continuous improvement opportunities.
- Implemented productivity enhancement strategies that increased operational output by 12%.
- Led operational improvement projects that reduced process costs by 5% while maintaining service quality.
- Supported change management and people management initiatives, including diversity programs, employee engagement, and leadership development activities.
- Collaborated with cross-functional support teams to maintain high standards of delivery and operational compliance.
Assistant Manager Operations - Domestic E-commerce Process
CONCENTRIX INDIA PVT LTD
Vadodara
06.2018 - 01.2022
- Managed large-scale operational ramp-up activities for a 190+ FTE team while ensuring seamless process transitions and business continuity.
- Oversaw operational hygiene, workforce performance, and customer service delivery, consistently achieving 95% target success rates.
- Represented operations in daily and weekly client governance meetings focused on SLA performance, compliance, and operational reporting.
- Conducted coaching sessions, team engagement programs, and performance management initiatives to improve employee morale and productivity.
- Collaborated with leadership teams to optimize workflows, improve operational efficiency, and support business growth objectives.
Quality Analyst Support - Insurance Process
CONCENTRIX DAKSH INDIA PVT LTD
Chandigarh
03.2016 - 06.2018
- Monitored customer interactions and ensured compliance with quality standards, process guidelines, and operational requirements.
- Delivered actionable feedback and coaching support to improve agent performance and customer satisfaction metrics.
- Assisted operations leadership with quality reporting, process audits, and improvement recommendations.
Associate / Senior Associate Operations - Insurance Process
CONCENTRIX DAKSH INDIA PVT LTD
Visakhapatnam
02.2012 - 03.2016
- Delivered customer support services for domestic insurance operations while consistently meeting KPI and productivity targets.
- Promoted to Senior Associate based on performance excellence and leadership potential.
- Supported process improvement initiatives and team performance activities.
Timeline
Deputy Manager Operations - International Utility Process
WNS Global Services
02.2024 - 08.2024
Deputy Manager Operations - International E-commerce Process
CONCENTRIX INDIA PVT LTD
01.2022 - 01.2024
Assistant Manager Operations - Domestic E-commerce Process
CONCENTRIX INDIA PVT LTD
06.2018 - 01.2022
Quality Analyst Support - Insurance Process
CONCENTRIX DAKSH INDIA PVT LTD
03.2016 - 06.2018
Associate / Senior Associate Operations - Insurance Process
CONCENTRIX DAKSH INDIA PVT LTD
02.2012 - 03.2016