SAPNIKA RAO
Bengaluru
Summary
Operations leader with extensive experience in strategic planning and client servicing at KAPSO Business Services. Proven ability to drive process improvements and manage projects, leading to increased revenue and client satisfaction. Skilled in stakeholder engagement and team leadership, consistently achieving business objectives. Recognized for implementing continuous improvement initiatives that enhance organizational performance.
Overview
11
11
years of professional experience
Work History
Head of Operations
KAPSO Business services Pvt. Ltd.
05.2024 - Current
- Led high-performing team of analysts to align with company objectives and exceed client expectations.
- Secured closure of business proposals through effective pitching of KAPSO services.
- Cultivated strong client relationships, generating repeat business opportunities and driving revenue growth.
- Managed end-to-end project execution, consistently delivering projects on time and meeting client specifications.
- Acted as primary contact for key clients, overseeing project delivery and resolving issues promptly.
- Monitored client expectations with regular updates, ensuring timely delivery of quality projects that fostered loyalty.
- Identified upselling and cross-selling opportunities within existing accounts, contributing to overall revenue enhancement.
- Drove new business acquisition through targeted strategies and industry networking, significantly increasing revenue.
Director – Business Operations & Strategy
YOUR CXO ONLINE
08.2023 - 03.2024
- Support CEO and leadership in overall business operations and management.
- Handle people and business management tasks, including communications, projects, and client engagement.
- Ensure consistent service levels through team management, engagement, and project management.
- Maintain and improve quality results by adhering to standards and recommending improvement plans.
- Manage client expectations and foster professional relationships with stakeholders.
- Provide mentoring, feedback, and development opportunities for individual growth.
- Serve as a trusted advisor to clients and senior management.
- Lead initial pitch presentations, client relationship management, and account management.
- Collaborate with sales and internal teams to achieve Monthly Recurring Revenue (MRR) targets.
- Motivate cross-functional teams to execute ambitious business goals while maintaining operational efficiency and quality.
- Manage and lead a team of digital strategists and account managers to provide excellent client service and deliver high quality marketing campaigns.
Senior Manager
CAREERLABS
01.2021 - 12.2023
- Managing the Operations of the MBA Admissions Counselling Services to ensure a smooth flow of a heavy volume of clients during the peak periods.
- Handle daily operational activities (Escalation management, Process improvements, client management).
- Constant review the overall process flow to improve and make it leaner by using LSS methodology.
- Ensuring client movement.
- Process Improvements / Automation.
- Maintaining NPS as per the set targets.
- Managing team KPI’s & KRA’s.
- Capacity & Resource Planning.
- Budgeting.
Global Customer Success Head
KKBC
01.2023 - 04.2023
- Coordination with various teams internally for smooth onboarding & execution of digital campaigns.
- Responsible for sharing regular dashboards, reports, MBR's & QBR's internally as well as with client.
- Creating Manuals & Training materials covering all aspects of Digital Marketing Activities with the help of the teams.
- Understand and analyse client objectives, identify areas of growth, and develop strategic plans to achieve those objectives.
- Work with the team to ensure that client campaigns are executed flawlessly and meet or exceed performance targets.
- Monitor and analyse campaign performance data, and develop insights and recommendations to optimize client campaigns drive better results.
- Proactively identify opportunities to expand client relationships and grow revenue.
- Develop and implement processes to ensure timely and effective communication with clients, including regular check-ins, status updates, and reporting.
- Ensuring Invoicing is done as per the set milestones/ timelines.
Head of Operations
KAPSO – India’s Leading Business Brokers
08.2019 - 03.2020
- Handling a team of M & A Transaction Analysts catering to a number of potential customers in fulfilling their requirements (Mergers & Acquisitions, Buy/ Sell businesses, Pitch other business-related services).
- Standardizing the business process to be followed and building a robust governance model to review periodically.
- Ensuring Lead to closure of enquiries received.
- Recruiting new hires; imparting training to team members; creating and sustaining a dynamic environment that fosters development opportunities & motivates high performance in team members to achieve goals.
- Operations and Vendor Management.
Operations Manager
Quantumlink Communications Pvt. Ltd
02.2017 - 10.2018
- Managed a team of 20 people.
- Developing and maintaining strategic business plans, marketing and sales plans, incentive and promotional plans and partner integration opportunities.
- Administering portfolio of customers and delivering exceptional client service throughout complex solutions for prestigious clients; reducing customer attrition & retaining old customers; ensuring continued client satisfaction and developing the company’s image as a trustworthy, capable and a reliable technology partner.
- GAP analysis to review Client ask vs services provided.
- Facilitating call calibration sessions and brain-storming on potential improvement areas.
- Recruiting new hires; imparting training to team members; creating and sustaining a dynamic environment that fosters development opportunities & motivates high performance in team members to achieve goals.
Senior Project Manager
Acquist Marketing & Information Services Pvt. Ltd.
03.2015 - 12.2016
- Providing end-to-end solution, project & delivery management for client projects.
- Supervised successful roll-out of projects including defining scope, setting budgets & timelines, analysing requirements, and prioritizing tasks.
- Developed project baselines & schedules while monitoring and controlling projects with respect to cost, resource deployment, time overruns and quality compliance to ensure satisfactory execution of projects.
- Stakeholder management, ensuring progress & issues for managing expectations on all requirements and deliverables as per pre-set SLAs & SOPs.
Education
PGDBA – Product Management -
Great Lakes Institute of Management
Mumbai01.2018
B.Com -
Mumbai University
Mumbai01.2000
Skills
- Business operations management
- Client servicing
- Strategic planning
- Process improvement
- Project management
- Stakeholder engagement
Personal Information
Title: Strategic Operations and Customer Success Leader
Awards
- Successfully transitioned an entire process while with TCS from USA to India
- Nominated by the leadership at TCS for a Hi-Potential Program
- Attained 100% process quality continuously as against the set target of 99%
- Worked on a Green Belt Project
- Spearheaded a Herculean project to reduce the overall TAT which won the 'Best Lean Lite Project'
- Initiated & released the quarterly internal e-magazine ‘Retiral Insights’, the US Insurance & Retirement Magazine
- Initiated & executed projects for process improvements resulting in more revenue generation for the business unit using LEAN & SIX SIGMA Methodologies
Hobbies and Interests
- Entertainment enthusiast
- Listener
- Live music and performing arts enthusiast
- Travel and food lover
- Dog and nature lover
Languages
- Hindi – Spoken+Written
- Telugu – Spoken
- English – Spoken+Written
Years Of Experience
18+
Timeline
Head of Operations
KAPSO Business services Pvt. Ltd.
05.2024 - Current
Director – Business Operations & Strategy
YOUR CXO ONLINE
08.2023 - 03.2024
Global Customer Success Head
KKBC
01.2023 - 04.2023
Senior Manager
CAREERLABS
01.2021 - 12.2023
Head of Operations
KAPSO – India’s Leading Business Brokers
08.2019 - 03.2020
Operations Manager
Quantumlink Communications Pvt. Ltd
02.2017 - 10.2018
Senior Project Manager
Acquist Marketing & Information Services Pvt. Ltd.
03.2015 - 12.2016
PGDBA – Product Management -
Great Lakes Institute of Management
B.Com -
Mumbai University