Sandeep Saini
Operations Manager
Mumbai
Summary
Communications and relationship management professional with strong background enhancing cross-functional collaboration. Skilled in establishing strong channels of communication between departments. Customer-oriented Operations Manager with over 18 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Sr .Operations Manager
Tanishq Tours And Travels
Mumbai, MH
03.2020 - Current
- Led operational strategies to enhance productivity and streamline processes across multiple departments.
- Implemented process improvements that reduced operational costs while maintaining service quality standards.
- Mentored junior staff in best practices, fostering a culture of continuous improvement within the team.
- Analyzed workflow efficiency, identifying bottlenecks and recommending solutions for enhanced performance.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
- Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
- Provided leadership for continual management and employee training initiatives.
- Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
Business Head
Technoplast industries Pvt.Ltd.
01.2017 - 01.2020
- Modelled business processes to identify strengths, weaknesses and opportunities for improvement
- Sourced vendors and suppliers for business needs and negotiated terms for optimum service delivery
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results
- Monitored staff performance and developed improvement plans
- Supported employee morale and well-being by developing positive practices centered on career development and individual job satisfaction
- Investigated issues impacting organizational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions
- Prepared statements detailing operational detail and key performance indicators.
Head of Business Development
OMPH Consultancy LLP.
06.2015 - 12.2016
- Developed optimal working practices through targeted team development and restructuring processes
- Used extensive management and leadership experience to inspire and motivate high-performing operational managers and wider teams
- Used data processing and analysis to measure progress, implementing changes as required to hit operational targets
- Developed and implemented strategic operational policies to enhance company delivery against best practice targets
- Established successful, attainable annual operational plans, maximizing company performance and growth.
Manager
Aharsh Divine
02.2013 - 06.2015
- Maintained positive, professional working environment to optimize staff and customer satisfaction
- Supervised and delegated tasks to employees to meet key productivity targets
- Managed team by offering support and constructive feedback to improve skills and maximize potential
- Coached and mentored junior team members, regularly assessing knowledge and skills gaps and implementing corrective action
- Monitored staff performance, continually seeking ways to improve team delivery for optimized financial success
- Led monthly staff meetings for team to communicate updates, process improvements and shifting business priorities.
Assistant Manager
Meru Cabs
11.2011 - 01.2013
- Trained and helped less experienced staff manage workloads and assignments, facilitating fulfillment of organizational objectives
- Optimized employee schedules by balancing company priorities with staff leave requests and shift preferences
- Cut labor and product costs by creatively addressing inefficiencies
- Fostered strong rapport with prospective clients and stakeholders to aid negotiations
- Employed outstanding communication and relationship-building abilities to lead by example in providing first-class customer care
- Helped senior management plan and carry out daily operations and meet key objectives
- Supervised and delegated tasks to employees to meet key productivity targets.
Assistant Manager
Tata Teleservices
10.2009 - 10.2011
- Improved service quality and increased sales by developing strong knowledge of company's products and services
- Managed all client inquiries through resolution to enhance customer satisfaction ratings
- Delivered exceptional customer service to grow business, resolve issues and maximize customer experience
- Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions
- Communicated regularly with team members to maintain clearly defined expectations
- Managed department schedules to maximize coverage during peak hours.
Customer Services Executive
Hutchinson 3g uk
01.2007 - 08.2009
- Closely monitored and oversaw customer service processes, detecting improvements required to enhance customer satisfaction
- Maintained excellent customer satisfaction by delivering high-quality customer service and dealing with all matters appropriately
- Added value to customer purchases by upselling additional products and services
- Enabled customers to find answers by providing extensive details on system navigation
- Communicated with customers through phone calls, online chats and emails to assess customer needs and provide solutions
- Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service
- Kept client and company files safely stored on CRM system to comply with confidentiality laws and regulations.
Senior Officer
ICICI Bank Ltd.
06.2004 - 12.2006
- Ensured efficient collections and recoveries through the development of procedures in line with risk policies, driving continuous process improvements
- Supported credit and sales team members through production of internally and externally sourced asset valuations, undertaking research
- Led and managed collections team members through a variety of motivational techniques, minimizing arrears and write-offs
- Executed procedures and policies to facilitate timely payments, maintaining high level of customer retention
- Supported client acquisition by determining staff members provide support and excellent customer service
- Implemented terms of credit for new clients to manage timely payments and avoid defaults.
Customer Service Associate
Zenta Technologies
12.2001 - 06.2004
- Followed up with customers to offer additional support and check resolution satisfaction
- Educated customers on how to use products or services by providing demonstrations and presentations
- Evaluated issues and concern to determine importance and urgency, prioritizing and escalating complaints to manager
- Attended meetings to discuss sales strategies and ways to improve services
- Reviewed existing accounts to generate or follow through sales leads, targeting wider audience.
Education
Bachelor of Arts - English Literature
Madurai Kamraj University
01.2001
HSC -
HIgh school certificate
01.1999
SSC -
Maharashtra State Board
01.1989
Skills
- Incident log management
- Continuous improvements
- Operational troubleshooting
- Workforce training and development
- Process improvement
- Staff retention
- Change Management
- Department Oversight
- Training and coaching
- Relationship Building
- Program Optimization
- Management Team Building
- Strategic Planning
- Business Growth Initiatives
- Administrative Management
- Budget coordination
Retail Banking
Complete Retail Banking course by ICICI Bank.
Personal Information
Date of Birth: 11/27/74
Affiliations
- Sparen And gewinn consulting
Certification
Certified Lean Six Sigma AI Yellow Belt
certified lean six sigma AI Yellow belt
Certificate of Excellence
Languages
English
Advanced (C1)
Timeline
Sr .Operations Manager
Tanishq Tours And Travels
03.2020 - Current
Business Head
Technoplast industries Pvt.Ltd.
01.2017 - 01.2020
Head of Business Development
OMPH Consultancy LLP.
06.2015 - 12.2016
Manager
Aharsh Divine
02.2013 - 06.2015
Assistant Manager
Meru Cabs
11.2011 - 01.2013
Assistant Manager
Tata Teleservices
10.2009 - 10.2011
Customer Services Executive
Hutchinson 3g uk
01.2007 - 08.2009
Senior Officer
ICICI Bank Ltd.
06.2004 - 12.2006
Customer Service Associate
Zenta Technologies
12.2001 - 06.2004
Bachelor of Arts - English Literature
Madurai Kamraj University
HSC -
HIgh school certificate
SSC -
Maharashtra State Board