Shiraz Farooqui
Ecommerce Operations Manager
Bengaluru
Summary
Passionate codebreaker having more than a decade of experience handling teams from E-commerce to Client support domain. A hands on Operations guy having a knack of building teams from scratch and an expert in setting up the framework to build an auto pilot process. Have been fortunate enough to work as a Leader, Trainer, Recruiter and Manager and being the architect to multiple startup businesses I've been a part of. Expertly scaling business operations by 3x-5x, demonstrating exceptional leadership and strategic planning skills. Specializing in E-Commerce solutions and supply chain management, the approach combines innovative problem-solving with robust client management, significantly enhancing brand visibility and profitability. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
11
11
years of professional experience
Work History
Operations Manager
Assiduus Global Inc
09.2022 - Current
- Working as Head of Business Operations for India overlooking Marketplace Operations, Supply Chain Management and Advertisement with the aim of helping clients scale their brands on the E-Commerce horizon on the B2B and B2C domain.
- Currently managing more than 25 Client companies combining 150 brands for some of the biggest HPC, Beauty and OTC category names in the E-commerce and General Trade market in the country.
- Have helped scaled the country business by 300% in last two years through scaling business for existing clients and onboarding new ones
- Managing vendors in onboarding and training on Seller systems and internal Operational SOPs.
- Performing deep dive analysis on the handled issues for the brands and act on recommendations and action plans based on data to improve client experience.
- Reviewing performance with brands and internal teams to take corrective actions and help vendors increase their business by providing directions to improve inputs metrics.
- Overlooking campaigns like SP, SB, DSP, PLA, PCA with the Ads Team for higher visibility and improvement on ROAS, ACOS, CTR and ROI.
- Cross functioning with marketplace category teams to run campaigns like sampling, B1G1, Coupons, discounting, inventory allocation to FCS to and SSD/Dark stores
- Inventory planning and supply chain management: Forecasting Weekly/ monthly data and closely follow up on Appointments with Brands.
- Managed weekly WBR on Brands onboarded and their standing raise points on DRR ,GV ,Sales.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Facilitated smooth collaboration between departments through clear communication channels.
- Increased profit by streamlining operations.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Implemented quality control systems that boosted overall product consistency and reliability.
- Analyzed and reported on key performance metrics to senior management.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Optimized supply chain operations through strategic vendor partnerships and efficient logistics planning.
- Devised processes to boost long-term business success and increase profit levels.
Senior Team Leader
Altius Customer Services Pvt Ltd
06.2016 - 08.2022
- Worked as Senior Team Lead for the E - Commerce division of the company for USA Operations.
- Worked with Fortune 500 companies like Techdata, Ingram Micro and Synnex directly handling client relationship and day to day Operations which included B2B and B2C transactions including bulk buys and dropship for FBA,SBN and WFS for some of the major electronic brands like Jabra, Plantronics, Microsoft, TP Link, Samsung and Motorola.
- Headed the operations for marketplaces like Amazon, Walmart, Newegg, eBay, Sears, Rakuten, Jet.com with regards to pricing, fulfilment, client and customer support, deals and discounts
- Managed daily team operations for sales, order processing, returns and customer support.
- Supervised vendor and client communications by acting as a liaison between them and the organization and other cross functional team across the north american division.
- Helped achieve 500% growth for the organisation and overlooking more than $13 million in sales by new client onboarding and marketplace reach.
- Successfully onboarded the organisation into one of the world's first Inter-marketplace buy and sell model structure where we procured stocks from one marketplace to sell on another. This project alone resulted into a revenue of $1 Million in 2 years.
- Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation.
- Conducted team member meetings and updated members on best practices and continuing expectations.
- Drove revenue growth by establishing strategic partnerships and identifying new business opportunities.
- Discovered training needs and provided coaching.
- Devised and implemented processes and procedures to streamline operations.
- Spearheaded process improvements, identifying bottlenecks and implementing effective solutions for increased efficiency.
- Set clear team goals and delegated tasks and set deadlines.
Trainer
Jenith Tech Media Pvt Ltd
01.2016 - 05.2016
- Responsible to train employees for the outbound international lead generation process .
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Helped the Team lead in evaluating and recruitment of new employees and worked with the existing ones on their communication skills over the phone.Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Monitored participant workflow and behaviors throughout training process.
Team Leader and Trainer
BTS HUB PVT LTD
10.2014 - 12.2015
- Responsible to train employees for the lead generation international outbound process and achieving the required targets of the organization.
- Promoted to the position of Team leader after starting out as an executive and also took an active part in the recruitment process.
- Worked in three processes supplying leads for insurance, solar products, house security systems and medical supplies in USA, Canada and Europe.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Faculty and Admin
PIIM
08.2013 - 07.2014
- Started as an Admin executive and simultaneously taught the students of BCom, BBA, BCCA, MCom, and MBA who had joined the distance learning program.
- Admin responsibilities mostly included admissions and record keeping for the enrolled students.
- Designed interactive classroom displays that showcased student achievements and reinforced key concepts from lessons, creating a visually stimulating learning environment.
- Developed engaging lesson plans that incorporated relevant topics, fostering an interest in learning across various subjects.
- Incorporated project-based learning into curriculum, encouraging students to take ownership of their education and apply critical thinking skills.
- Utilized differentiated instruction techniques to accommodate the diverse needs of each student, resulting in improved academic performance.
Education
Company Secretary - Legal Compliance And Commerce
ICSI
New Delhi, India 04.2001 -
Bachelor of Commerce - Commerce
Hislop College
Nagpur, India 04.2001 -
HSSC - Junior College
Hislop College
Nagpur, India 04.2001 -
SSC - SSC
Saint Francis De Sales School
Nagpur, India 04.2001 -
Skills
Business Operations Management
E-Commerce Solutions
Supply Chain Management
Advertising Management
Client Management
Problem-Solving
Leadership
Project Management
Strategic Planning
Business Strategy and Development
Business Planning
Customer Relationship Management (CRM)
Timeline
Operations Manager
Assiduus Global Inc
09.2022 - Current
Senior Team Leader
Altius Customer Services Pvt Ltd
06.2016 - 08.2022
Trainer
Jenith Tech Media Pvt Ltd
01.2016 - 05.2016
Team Leader and Trainer
BTS HUB PVT LTD
10.2014 - 12.2015
Faculty and Admin
PIIM
08.2013 - 07.2014
Company Secretary - Legal Compliance And Commerce
ICSI
04.2001 -
Bachelor of Commerce - Commerce
Hislop College
04.2001 -
HSSC - Junior College
Hislop College
04.2001 -
SSC - SSC
Saint Francis De Sales School
04.2001 -
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