Summary
Overview
Work History
Education
Skills
Timeline
Generic
SHOBHIT MEHROTRA

SHOBHIT MEHROTRA

Associates Operations Head-Tech Mahindra
Bengaluru,Karnataka

Summary

Seasoned Operations leader with 20years of experience, applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. 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

20
20
years of professional experience
2
2
Languages

Work History

Associate Operation Head

Tech Mahindra
Bengaluru
07.2023 - Current
  • Lead, manage and motivate a team of 150+ support service representatives spread across multiple clients and industries
  • Develop and execute strategies, policies and standards to optimize operational efficiency, productivity, quality and customer experience
  • Provided strategic oversight on major projects ensuring timely completion within budget constraints.
  • Implemented data-driven decision-making techniques, improving overall operational effectiveness and profitability.
  • Conducted regular performance reviews evaluating team members contributions towards achieving organizational goals.
  • Instituted quality control measures to reduce errors and maintain high standards of service delivery.
  • Managed cross-functional teams to ensure seamless collaboration on key projects, enhancing overall performance.
  • Leveraged industry best practices to optimize workflow efficiencies and drive improvements in service delivery timescales.
  • Spearheaded process re-engineering efforts that led to significant reductions in overhead costs without compromising quality or safety standards.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Work on processes digitalization by incorporating different levers, like Chat bot, Self Help, Voice Bot, Shift left, Process Orchestration
  • Streamline workflows and identify innovative solutions to enhance the customer support experience and streamline response times
  • Develop, measure and report on key performance indicators and financial metrics that drive operational excellence and continuous improvement
  • Build and maintain strong relationships with customers to enhance business objectives
  • Complete responsibility of achieving set P&L targets
  • Collaborate and strategize with Sales/Pre Sales team on new RFP’s and renewals

Service Delivery Leader

RSystems International Pvt. Ltd
Noida
02.2013 - 07.2022
  • As Head of Technical Support team of around100 associates, I oversee 8 multi-skilled projects indulged in delivering excellence to our clients
  • Contributed actively to the development of new business proposals, delivering compelling value propositions and winning strategies for prospective clients.
  • Championed a customer-centric approach across all aspects of service delivery operations by regularly soliciting client feedback, analyzing results, and incorporating insights into process improvements.
  • Created a culture of accountability within the team by setting performance targets, monitoring progress, and providing regular feedback on results achieved.
  • Worked on continuous improvement plans to ensure better utilization, customer satisfactions and quality
  • Introduced cost control measures that resulted in significant savings without compromising quality or negatively impacting client relationships.
  • Managed P&L and ensured to meet EBITDA targets.

Sr. Team Manager

Dell International Pvt. Ltd
Gurugram
08.2011 - 03.2013
  • As a Technical Service Manager, I was handling Premium Support team for the first 60 days Laptop and Desktop customer
  • Implemented innovative problem-solving techniques to resolve complex issues, improving project outcomes significantly.
  • Assessed risks proactively and implemented mitigation measures, minimizing potential negative impacts on projects.
  • Evaluated individual performances objectively, identifying areas of improvement and providing tailored guidance for career growth.
  • Deliverables: Project Management, SLA Management, Technical Support, People Management, Hiring, Drive NPS and Team Skill development

Assistant Manager

IBM Global Process Services
Gurugram
10.2004 - 08.2011
  • Handled multiple Helpdesk/Service desk in different roles over the period of 6.10 years
  • Help in transitioning and setting up multiple Service desk from different geographies
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Deliverables: Project Management, SLA Management, Technical Support, People Management, Client management, Hiring, Process Transitioning and Setup, Team Skill development

Education

BE - Computer Science

SJMIT, VTU
Chitradurga

Management Development program - Developing A Caring, Transforming And Innovative Leadership For The Senior Executives of R Systems

IIMS Noida
Noida

10th and 12th -

Little Scholars
Kashipur

Trainings

Skills

  • Strategic Partnership Building and Leadership

  • Stakeholder Management

  • Account and Program PnL Accountability

  • Strategic Planning and Execution

  • Process Standardization and Optimization

  • Digital Transformation

  • Continuous Improvement and Quality Assurance

  • Risk and Change Management

  • RFP/SOW

  • Technical Support

  • Budgeting and Forecasting

  • Cross-functional coordination

Timeline

Associate Operation Head

Tech Mahindra
07.2023 - Current

Service Delivery Leader

RSystems International Pvt. Ltd
02.2013 - 07.2022

Sr. Team Manager

Dell International Pvt. Ltd
08.2011 - 03.2013

Assistant Manager

IBM Global Process Services
10.2004 - 08.2011

BE - Computer Science

SJMIT, VTU

Management Development program - Developing A Caring, Transforming And Innovative Leadership For The Senior Executives of R Systems

IIMS Noida

10th and 12th -

Little Scholars

Trainings

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SHOBHIT MEHROTRAAssociates Operations Head-Tech Mahindra