Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Particulars
Timeline
Generic

SANJOY ROY

Indore

Summary

Senior Operations Manager with 16 years of experience in business operations and efficiency optimization. Expertise in team management, operational strategy development, and process implementation that enhances company performance. Recognized for leadership, problem-solving, and strategic thinking skills. Achievements include streamlining operations, boosting team productivity through the implementation of automations, and waste reduction through LEAN Six Sigma methodologies in organizations such as TaskUs, Amazon, and TCS. Being a consistent top performer, winning the top 1% award at TaskUs, the Best Team and Leader award at Amazon, and being among the HiPot for TCS.

Overview

20
20
years of professional experience

Work History

Senior Operations Manager

TaskUs India
02.2021 - Current
  • Leading and overseeing end to end operations for six distinct brands—Technical Support, Account Services, and Financial Services—for the U.S. leading industry giant in home security systems.
    Robotics and AI-driven support for an innovative European company. Providing chat, email, and document creation through AI technologies to the UK's leading food delivery app. Trust & Safety and Content Moderation for a prominent U.S. music and mapping organization.
  • Headcount and Role Ratio: 400+ FTEs with 4 OMs as direct reports.
  • Financials and Revenue: Capacity planning, role ratio rationalization. Ensuring 100% revenue attainment and optimizing the SM.
  • Working with training to develop training programs to improve employee performance and operational knowledge.
  • Enhance employee performance and improve customer experience by working with the Business Intelligence team and implementing AI-generated solutions (TaskGPT, AuthorAI, Heartbeat, etc.).
  • Managing vendor and client relationships to secure quality services and maintain compliance standards through weekly, monthly, and quarterly reviews.
  • Coordinating with stakeholders to ensure alignment on operational goals and objectives.
  • Ensuring compliance with the company policies and procedures by participating in internal and external audits.
  • Facilitation of regular meetings to communicate updates and gather feedback from team members.
  • Managing personnel, including recruitment, training, scheduling, performance reviews, and disciplinary actions.

Manager – Risk Investigations (TRMS)

Amazon Development Centre India Pvt LTD
06.2016 - 07.2019
  • Being part of the Transaction Risk Management team, I led two different global teams: Global Escalations (Jeff B. Escalations) and Marketplace Abuse (seller risks).
  • Global Escalations is a team of specialists that handles global-level escalations that are high-impact and come from high-level stakeholders.
  • MPA – The team handles complaints from sellers and rights owners. The team ensures that no undue advantage is being taken by sellers on the Amazon platform.
  • Strategic Outlook/Growth - Responsible for managing existing processes and identifying further process improvements through automation or value additions.
  • Working with businesses and understanding the current rules. Suggesting new ideas and process changes.
  • Work with the data analytics team to create new queries for reporting on current trends and the effectiveness of the rule.
  • Validating the current rules and SOPs.
  • Review escalations, and share analysis. Publish day-end reports.
  • Provide solutions to improve existing processes and make them more robust.
  • Intra-process communication and best practices sharing.
  • Check daily attendance/MYS status. Validate adherence to workflow assignments and make sure all investigators are skilled in the right queue.
  • Drive performance using hourly reports, motivating investigators, and providing real-time help. Review hourly SLA emails from WFM, ensuring all cases are actioned.
  • SOP and policy updates. Share the performance from the Tableau workbook on the Take 5 wiki.
  • Review weekly performance, covering performance against goals, path to green, gap analyses, and POA. Share a deep dive on resolution versus expected, delivery on production hours versus planned, etc.
  • Participate in weekly calibration with QA teams. Help bridge knowledge gaps, provide feedback to investigators. Conduct coaching sessions covering performance, QA feedback, and resolve/Ops hygiene (NPT, shrinkage, etc.). Share development plans, and track progress.

Assistant Manager - Operations

Tata Consultancy Services Ltd
12.2009 - 06.2016
  • Led two different lines of business for one of the Big Four organizations for the US and EU markets: Business Intelligence and Market Research, using CRM tools, creating training content, and reviewing content using US compliance guidelines and through tools Articulate and Lectora.
  • Overall responsibility for the quality and timeliness of process delivery, with achieving a high level of SLAs.
  • Improve the existing process and make it more robust. Through the implementation of automation (robotic automation) and reducing redundancy through LEAN methodologies.
  • Drive quality projects within the team, and provide value adds to the customer.
  • People Management: Mentoring and Coaching Team Members.
  • Periodic assessment of team performance.
  • Identify and plan for development needs for team members.
  • Creating communication plans for the various teams and pockets in the process.
  • Intra-process communication and best practices sharing.
  • Setting up and facilitating Career Development Plans for team members.
  • Responsible for managing existing processes and for initiating and transitioning growth prospects.
  • Achievement of budgetary measures. Maximize revenue generated efficiently. Support long- and short-term financial projections. Responsible for expense management.
  • Development, maintenance, and testing of the project's business continuity plan.

HR Officer

Hindustan Unilever Ltd
01.2008 - 12.2009

Assistant Manager – Resource

Synthesis Placement & Consultancy
12.2005 - 01.2008

Education

Graduation – B.B.A - Marketing-[Product Mgmt., Advertising & Sales Promotion, Sales & Distribution, Market Research & Consumer Behavior]

TECHNO INDIA
01.2005

Skills

  • Data-driven decision making
  • Performance analysis
  • Strategic planning
  • Customer engagement
  • Cost analysis and savings
  • Service delivery management

Accomplishments

TaskUs:

  • Has been awarded among the top 1% for 2024-25 performance across TaskUs, India
  • TaskUs has been involved in three RFPs and won all three, managing two out of those three campaigns
  • Received multiple core value nominations from other stakeholders for collaboration and support

Amazon

  • Completed the Kaizen project in improving the cost per investigation for the market risk investigation team, and worked with the business team in the second Kaizen project in reducing the transfer rate within MPA
  • Led the core team in launching the Abuse Escalations Team program for India
  • Created an issue log tracker that was launched globally, resulting directly in the improvement of accuracy
  • Working with the training and business teams on the creation of the progression plan for investigators

Tata Consultancy Services

  • TCS certified Lean Six Sigma Green Belt, provided USD 472,350 in benefits to the customers by driving PI projects within the team
  • Represented TCS in SCM, HRD, LEAN, and Six Sigma competition
  • Certified Internal Quality Auditor for TCS BPS, awarded best auditor

Personal Particulars

  • Father’s Name : Sunil Roy
  • Religion : Hindu
  • Nationality : Indian
  • Date of Birth : 23rd August, 1983.
  • Marital Status : Married
  • Sex : Male

Timeline

Senior Operations Manager

TaskUs India
02.2021 - Current

Manager – Risk Investigations (TRMS)

Amazon Development Centre India Pvt LTD
06.2016 - 07.2019

Assistant Manager - Operations

Tata Consultancy Services Ltd
12.2009 - 06.2016

HR Officer

Hindustan Unilever Ltd
01.2008 - 12.2009

Assistant Manager – Resource

Synthesis Placement & Consultancy
12.2005 - 01.2008

Graduation – B.B.A - Marketing-[Product Mgmt., Advertising & Sales Promotion, Sales & Distribution, Market Research & Consumer Behavior]

TECHNO INDIA

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