Summary
Overview
Work History
Education
Skills
Timeline
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SARFARAZ KADER

Hyderabad,TELANGANA

Summary

Professional Overview

Results-driven business operations executive with 25 years of experience in leading strategic and tactical business initiatives. Demonstrated expertise in driving large-scale transformations and managing change to consistently exceed company goals. Adept at building effective teams and fostering a professional culture rooted in trust and respect, with a focus on communication, coaching, and vision alignment.

Proven ability to turn underperforming organizations into top revenue producers through strategic thinking and relationship-building with C-suite executives. Known for enhancing customer relationships and delivering results within contact centers while managing complex occupational challenges and meeting business objectives.

Possesses extensive operational skills, with a strong background in policy regulation, budget management, and streamlining operations. Excels in establishing and overseeing large-scale campus operations across Finance, Business Development, Recruitment, Employee Experience, Training, Administration, and Facilities.

Recognized for creating competitive advantages and driving transformation across various industries, including BFSI, EduTech, Tech Support, Telecom, Retail, and Travel. A strategic leader with a focus on client engagement, operational efficiency, and cross-functional leadership, committed to improving organizational performance and reducing costs.

Overview

25
25
years of professional experience
15
15
years of post-secondary education

Work History

Sr Site Director

Foundever
Hyderabad
03.2022 - Current
  • Head of DEI and ESG for India: Spearheaded diversity, equity, and inclusion (DEI) and environmental, social, and governance (ESG) initiatives to enhance organizational practices and align with corporate values.
  • Site Expansion: Successfully led theestablishment of a new site as part of the organization's expansion strategy.
  • Cross-Functional Collaboration: Worked closely with cross-functional teams to ensure project milestones were met on time and within budget.
  • Client Relationship Management: Built and maintained strong relationships with over 12 clients across various sectors, fostering long-term partnerships and driving repeat business.
  • Internal Growth Programs: Achieved 75% of growth positions through internal talent development and advancement programs.
  • Customer Satisfaction Improvement: Enhanced customer satisfaction by promptly addressing concerns and implementing feedback-driven improvements, resulting in consistently improving client NPS scores.
  • Team Excellence and Development: Fostered a culture of excellence by setting clear expectations and supporting team members’ professional development goals.
  • Operational Efficiency: Improved operational efficiency through streamlined processes and cost-effective solutions.
  • Employee Retention: Boosted employee retention with ongoing training initiatives, achieving the lowest attrition rates for the site across all locations in India.
  • Regulatory Compliance and Improvement: Ensured compliance with regulatory requirements and actively sought process improvements based on industry best practices.
  • Financial Management: Oversaw budgeting, forecasting, and expense tracking, leading to a 100% year-on-year growth in top-line revenues.
  • Client Growth and Revenue: Expanded the client base and increased revenue by developing and executing strategic plans for site growth.
  • Operational Organization: Coordinated with management and supervisors to organize operations and meet demanding schedule targets across all verticals.
  • Vendor Negotiation: Negotiated contracts with vendors to secure competitive pricing and favorable terms for the organization.
  • High-Performance Environment: Cultivated a high-performance work environment through clear expectations and open communication.
  • Project Execution: Led cross-functional teams to deliver complex projects on time and within budget.
  • Corporate Social Responsibility: Championed corporate social responsibility initiatives, positively impacting the local community and enhancing the company's reputation as a responsible corporate citizen.

Sr. Director Campus Operations

24-7 Intouch
Hyderabad
10.2021 - 03.2022
  • Functional Leadership: Oversee hiring, training, administration, and transportation functions to ensure operational efficiency and alignment with organizational goals.
  • Campus Management: Serve as the primary point of contact for all stakeholders, ensuring the smooth functioning of the campus and addressing any operational issues.
  • Campus Connection: Facilitate campus updates and address campus challenges through a leadership group, setting the tone for local culture and aligning priorities.
  • Campus Loop: Lead town hall meetings with the executive team, cascading information and updates down to team leaders to ensure effective communication across all levels.
  • Infrastructure and Service Delivery: Manage infrastructure and oversee the delivery of services at large-scale sites and campuses, ensuring operational excellence across multiple locations.
  • Revenue Growth: Drive campus revenue growth by securing new client business and expanding existing relationships.
  • Cost Optimization: Implement cost-saving measures to ensure site expenditures remain below budgeted costs, optimizing financial performance.

Site Director Operations and Account Management

SITEL India Pvt Ltd.
Hyderabad
10.2019 - 10.2021
  • Team Oversight: Managed a diverse team of 10 Senior Managers, 6 Managers, and over 1,200 Customer Service Associates across various support functions.
  • Site Operations Management: Oversaw all site operations at Hyderabad, ensuring smooth and efficient day-to-day functioning.
  • Budget and P&L Responsibility: Accountable for site budgets and overall profit and loss (P&L) management, ensuring financial targets are met.
  • Support Functions Management: Directed local support functions including Training, Continuous Improvement, Recruitment, Administration, Local Site Finance, Regulatory Compliance, Transportation, People Management, HR, and Shared Services.
  • Business Development: Identified and developed new business opportunities, managed contract negotiations and renewals, and handled commercial aspects of contracts.
  • Work Transition: Successfully transitioned additional work valued at $5 million over 12 months through new business opportunities and organic growth.
  • Program Delivery: Responsible for the successful delivery of 12 programs across the site, managing 50+ key performance indicators (KPIs) consistently without missing targets.
  • • Contract Negotiation: Negotiated contract terms and pricing, securing contract extensions with a 12% price increase two times consecutively, ahead of schedule.
  • • Client and Business Growth: Facilitated business growth by managing relationships with existing clients and developing opportunities with prospective clients.
  • • Strategic Leadership: Designed and implemented organizational structure, programs, and policies to align with strategic goals.
  • • Global Initiative Collaboration: Worked closely with global teams to drive and support initiatives across various regions.
  • • People Development: Led training and development programs focused on knowledge, skills, attitudes, and behavior to enhance team performance.
  • • Resource Optimization: Ensured optimal output by maximizing resource utilization and system efficiency.
  • • Performance Management: Monitored and managed performance to meet contractual and operational metrics, ensuring high standards are consistently achieved.

Director Track Trainee [Account Management]

SITEL India Pvt Ltd.
Mumbai
07.2013 - 07.2016
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Cultivated positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
  • Improved project efficiency with strategic planning, resource allocation, and time management practices.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
  • Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
  • Established culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Facilitated cross-functional collaboration for improved decision-making processes within organization.
  • Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
  • Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
  • Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
  • Optimized staff performance by designing comprehensive training programs tailored to individual needs.
  • Secured key partnerships that contributed to company's overall growth strategy and market reach.
  • Spearheaded innovative approaches to resource allocation and strategic planning.
  • Leveraged data analytics insights for informed decision-making in critical areas such as sales forecasting, budgeting, or personnel management.

Sr. Manager Account Operations [Overall Account Owner]

SITEL India Pvt Ltd.
Mumbai
03.2010 - 07.2013
  • Support Functions Management: Directed local support functions, including Training, Continuous Improvement, Recruitment, Administration, Local Site Finance, Regulatory Compliance, Transportation, People Management, HR, and Shared Services.
  • Business Development: Identified and developed new business opportunities, managed contract negotiations and renewals, and handled commercial aspects of contracts.
  • Work Transition: Successfully transitioned additional work valued at $5 million over 12 months through new business opportunities and organic growth.
  • Program Delivery: Ensured the successful delivery of 12 programs across the site, consistently managing 15+ key performance indicators (KPIs) with no misses.
  • Contract Negotiation: Negotiated contract terms and pricing, securing contract extensions with a 12% price increase two times in a row, ahead of schedule.
  • Client Management: Facilitated business growth by managing relationships with existing clients and pursuing new client opportunities.
  • Strategic Leadership: Designed and implemented organizational structure, programs, and policies to align with strategic goals.
  • Global Collaboration: Partnered with global teams to drive and support initiatives across multiple regions.
  • People Development: Led training programs focused on enhancing knowledge, skills, attitudes, and behaviors to foster team growth and development.
  • Resource Optimization: Maximized output by optimizing resource utilization and system efficiency.
  • Performance Management: Monitored and ensured performance met contractual and operational metrics, maintaining high standards of achievement.

Business Development Manager [Global Project Management Office]

Verizon
Hyderabad
11.2009 - 02.2010
  • Responsible for overall Project implementation and onboarding of new projects in business
  • Cloud computing implementation — Across the whole business [Leading the project]
  • Leading and managing a team of all training resources and their performance
  • Responsible for delivering overall Metrics and dashboards at an organization level
  • Maintaining and Managing request for exception process across the organization
  • Working with the delivery teams to meet and deliver all project timelines
  • Conducting weekly/monthly reviews with delivery heads across verticals
  • Maintenance and overall functioning of Clean Room (Highly sensitive data is processed)
  • Providing ongoing support to all Processes onboarded for additional requests.

Manager Operations/Quality Manager [Overall Delivery]

WNS Global Services
Pune
03.2008 - 11.2009
  • Team Handled: 8 Team Leads, 5 trainers, 160 Customer Service Associates on SME's
  • Driving Operations for the whole Location to achieve contracted SLA through KPI's [Internal / External]
  • Managing training calendar & Resources allocation
  • Planning Refresher Trainings/Gap Trainings and measuring effectiveness — Training Approaches sign-offs for the new L&D initiatives
  • Planning Refresher Trainings/Gap Trainings and measuring effectiveness
  • Point of escalation for all client escalations for the campaign overall
  • Monitoring performance to ensure Contractual and Operational efficiencies are met at all times
  • Conducting monthly / quarterly business reviews with clients
  • Managing resources, seat utilization, headcount, and billing
  • Ensuring optimum output through maximum resource and system window utility
  • Assisting BU Heads in budget control through developing efficient clearance plans, incentive models, and multi-tasking programs
  • Identify areas of improvement in operations and develop solutions for enhanced delivery based on process re-engineering and workflow designing
  • Drive and build employee engagement and career path programs in coordination with HR, identify high potential employees and performance excellence and assist redeployment.

Assistant Manager

WNS Global Services
Pune
02.2007 - 03.2008
  • Team Handled: 6 Team Leads, 3 Trainers, 90 Customer Service Associates, and 2 SME's
  • Primarily responsible to manage operation team of 90 agents, 6 team leads, and 2 SME's on billing project for UK's largest utility
  • Responsible to meet daily SLA targets on volumes, production hours, and accuracy and managing 66 live work categories
  • Maintaining external KPI's and VOC scores
  • Managing employee budgets and utilization
  • In charge of external and internal MIS and daily report outs
  • HR and Compensation & Benefit reporting
  • Developing and implementing Backlog Recovery Plan with volumes touching about 0.9 million
  • Resource planning, allocation planning for 66 work types and efficient seat utilization
  • Designing and obtaining client sign-off on work instruction manuals
  • Developing and grooming staff, identifying potential leaders and career roadmap development.

Team Leader and Trainer

WNS Global Services
Pune
02.2006 - 01.2007
  • Team Handled: 2 SME, 2 Trainers, 35 Customer Service Associates
  • Responsible to manage a team of 35 agents and 2 SMEs on a billing project for UK's largest utility company
  • Responsible to meet daily targets on volumes and production hours
  • Daily reporting on Production Hours, Volumes, and TAT
  • Allocation and shift management for the team
  • Grooming staff and identifying development needs
  • Checking and updating Daily Scorecard for the team
  • Sending weekly clearance figures for the team (Volumes Received Vs cleared)
  • Preparing and discussion of Weekly Pack
  • Sending Efficiency scores to the client on a weekly basis
  • Preparing Incentive data for the team
  • Preparing Appraisal data for the agents.

Lead Process Trainer

WNS Global Services
Pune
01.2003 - 01.2006
  • Liaise with managers to identify skills, gaps, and analyzing re-training issues
  • Ensure that all agents are up the learning curve in terms of process training
  • Monitor Transactions on an ongoing basis and take corrective steps for improvement
  • Provide coaching and feedback to trainers to enable them to improve their quality curve
  • Provide inputs on systems to trainers
  • Leading and managing process based on agreed standards to enhance customer satisfaction
  • Ensure timely and accurate reporting on process parameters
  • Monitoring and reporting on matrix for the process
  • Optimizing resource utilization in a 24 X 7 environment
  • Assisting in process initiatives
  • Handle escalations, client interaction where required
  • Ensure compliance with internal policies, external regulations, and information security standards.

Team CoochlLead Trainer

BPL Mobile Cellular Ltd.
Pune
09.1999 - 10.2003
  • To meet sales targets on a monthly basis
  • Developing new accounts through prospecting and focused approach
  • Customer support with respect to gallery operations including collections and customer billing disputes
  • Customer support with respect to services and products
  • Providing value-added services
  • Coordinating with related branches over Maharashtra and Goa to ensure resolution of customer complaints.

Education

Master of Commerce -

Madurai Kamraj University
Remote
03.2012 - 04.2013

Bachelor of Commerce -

Devi Ahilya Vishwavidyalaya
Indore, India
03.2001 - 04.2004

High School Diploma -

Ness Wadia College Of Commerce
Pune, India
03.2000 - 04.2001

No Degree -

The Bishops High School
Pune
06.1989 - 03.1999

Skills

Global Operational Management

Business Strategy Formulation

Budget and Financial Control

Contract Management and Negotiation

Performance Management

Business Turnaround

Customer Satisfaction

Organizational Development

Workforce Planning

Transportation Management

Facilities Management

Timeline

Sr Site Director

Foundever
03.2022 - Current

Sr. Director Campus Operations

24-7 Intouch
10.2021 - 03.2022

Site Director Operations and Account Management

SITEL India Pvt Ltd.
10.2019 - 10.2021

Director Track Trainee [Account Management]

SITEL India Pvt Ltd.
07.2013 - 07.2016

Master of Commerce -

Madurai Kamraj University
03.2012 - 04.2013

Sr. Manager Account Operations [Overall Account Owner]

SITEL India Pvt Ltd.
03.2010 - 07.2013

Business Development Manager [Global Project Management Office]

Verizon
11.2009 - 02.2010

Manager Operations/Quality Manager [Overall Delivery]

WNS Global Services
03.2008 - 11.2009

Assistant Manager

WNS Global Services
02.2007 - 03.2008

Team Leader and Trainer

WNS Global Services
02.2006 - 01.2007

Lead Process Trainer

WNS Global Services
01.2003 - 01.2006

Bachelor of Commerce -

Devi Ahilya Vishwavidyalaya
03.2001 - 04.2004

High School Diploma -

Ness Wadia College Of Commerce
03.2000 - 04.2001

Team CoochlLead Trainer

BPL Mobile Cellular Ltd.
09.1999 - 10.2003

No Degree -

The Bishops High School
06.1989 - 03.1999

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SARFARAZ KADER