Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline

Shammi Sipehia

Operations Manager

Summary

Diverse Experience between multiple job roles taught me to be a multi-tasker and an excellent people Manager. I am carrying over 10 years of rich experience & hands-on exposure to KYC Reviews (Client Onboarding/ Periodic Reviews & Event-Driven Reviews), Sanctions Screening, PEP screening, and customer experience.

Passionate for Skills development of new & career professionals, enjoy working with my people. Streamlining procedures and Policy designing to add growth in business & achieving the desired goals are by product of my working style. I am also responsible for recruitment, invoicing, stakeholders management, drive performance, and coaching.

Overview

10
10
years of professional experience
2
2
Languages

Work History

Operations Manager

TaskUs
Mohali, India
06.2021 - Current
  • Weekly/Monthly/Quarterly business reviews with the stakeholders
  • Managing relationships with key stakeholders i.e. client services, training teams
  • Forecast requirements, Budget planning & invoicing
  • Recruit, select, train, assign, schedule, coach, counsel, and discipline employees
  • Communicate job expectations; planning, monitoring, appraising, and reviewing job contributions
  • Manage staffing levels, SLAs & Quality assurance
  • Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality, and customer-service standards; resolve problems; complete audits; identify trends
  • Accomplish operations and organization mission by completing related results as needed

Team Leader

Eclerx Services Ltd.
Chandigarh, India
12.2014 - 09.2020
  • Conducted training and mentored team members to promote productivity and commitment to friendly service
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.

Analyst

Concentrix
Chandigarh, India
12.2013 - 12.2014
  • Answering client correspondences through calls.
  • Relaying extensive product information to customers.
  • Providing customers with clear instructions to resolve issues.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promptly responded to inquiries and requests from prospective customers.

Education

Bachelor's of Commerce - Commerce

Himachal Pradesh University, Shimla
04.2001 - 03/2012

Skills

KYC, Sanctions & PEP Screening

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Accomplishments

  • Operationalised the campaign reporting
  • Manage a staff of 170+ analysts working in KYC and Sanctions screening
  • Overall SLA improvement in case claim and resolution time
  • 100% revenue attainment for the year

Timeline

Operations Manager - TaskUs
06.2021 - Current
Team Leader - Eclerx Services Ltd.
12.2014 - 09.2020
Analyst - Concentrix
12.2013 - 12.2014
Himachal Pradesh University - Bachelor's of Commerce, Commerce
04.2001 - 03/2012

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Shammi SipehiaOperations Manager