Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
CHANNELS
Timeline
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Sayyeda Lubna

Sayyeda Lubna

Head of Operations
New Delhi

Summary

Strategic Director of Operations & Vendor Leader with 12+ years of experience driving operational excellence across FinTech, Logistics, Healthcare, and E-commerce. Skilled in vendor selection, SLA negotiation, contract governance, performance monitoring, and risk management. Proven track record of managing large-scale operations (up to 800+ FTEs), optimizing costs, and aligning vendor partnerships with business objectives. Recognized for building strong client/vendor relationships and delivering sustainable revenue growth.

Overview

13
13
years of professional experience
4
4
Certifications

Work History

Director of Operations

Teleperformance
05.2024 - Current
  • Lead global FinTech (300+ FTEs) and logistics (500+ FTEs) operations, accountable for P&L, SLA compliance, and client engagement.
  • Built performance frameworks and vendor scorecards, driving operational efficiency and compliance.
  • Partnered with executives on cost optimization, risk mitigation, and strategic alignment with corporate objectives.
  • Team Size: 800+

Senior Operations Manager

Alorica
02.2024 - 05.2024
  • Directed vendor-driven operations for a US retail giant, ensuring SLA adherence and operational excellence.
  • Optimized revenue management and reduced costs through strategic vendor partnerships.
  • Team Size: 500+

Senior Operations Manager

TaskUs
06.2021 - 09.2023
  • Managed multiple FinTech and Healthcare vendor accounts, overseeing 3 OMs, 23 TLs, and 380+ associates.
  • Introduced vendor scorecards, resulting in 68% CSAT improvement, 79% backlog reduction, and sustained KPI delivery.
  • Negotiated SLA commitments and enhanced governance, driving 3.5% margin growth.
  • Team Size: 400+

Operations Manager

Operations Manager
10.2019 - 05.2021
  • Directed AML-CTF, PEP/Sanctions & KYC programs with regulatory compliance.
  • Reduced AHT by 31%, generating ~$55K annualized cost savings through process automation.
  • Team Size: 200+

Team Manager

Amazon
10.2018 - 09.2019
  • Managed vendor-partnered US e-commerce operations, improving SLA compliance and customer satisfaction.
  • Team Size: 20

Operations Manager / Assistant Manager / Team Leader

Teleperformance
01.2014 - 01.2018
  • Oversaw logistics and e-commerce vendor operations; implemented CRM & IVR enhancements to boost efficiency and SLA adherence.
  • Team Size: 15–100

Technical Specialist

Wipro
11.2012 - 11.2013
  • Supported US program for hardware/software troubleshooting and replacements.

Education

Bachelors of Engineering (B.E.) - IT

RGPV
01.2012

High School - PCM

St. Umar Higher Secondary School
01.2008

Skills

Vendor Selection & Onboarding

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Certification

Teleperformance – “JUMP – Operational Processes & Standards” – 2014

Accomplishments

  • Teleperformance: “Best Trainee” – Apr’14 & “Best Team Leader” – Oct’14.
  • TaskUs: 4 Core Value Nominations by Sr. Leadership in Feb’20, Jan’21, Jun’21 & Jan’22 around Performance & HC Growth.
  • TaskUs - “Best Vendor Ops Team” - Jul’23

CHANNELS

Voice, Chat, Email, Social Media & Backoffice

Timeline

Director of Operations

Teleperformance
05.2024 - Current

Senior Operations Manager

Alorica
02.2024 - 05.2024

Senior Operations Manager

TaskUs
06.2021 - 09.2023

Operations Manager

Operations Manager
10.2019 - 05.2021

Team Manager

Amazon
10.2018 - 09.2019

Operations Manager / Assistant Manager / Team Leader

Teleperformance
01.2014 - 01.2018

Technical Specialist

Wipro
11.2012 - 11.2013

High School - PCM

St. Umar Higher Secondary School

Bachelors of Engineering (B.E.) - IT

RGPV

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Sayyeda LubnaHead of Operations