Shonan Bhalla
Senior Operations & Delivery Professional
Bangalore,KA
Summary
Dynamic Senior Manager with extensive experience excelling in client engagement and business development. Proven track record in driving revenue growth and enhancing client satisfaction through strategic governance and talent management. Adept at fostering vendor relationships and implementing risk compliance measures to ensure operational excellence.
Overview
23
23
years of professional experience
2
2
Certifications
Work History
Senior Manager - Client Engagement
Wissen Technology
Bengaluru
02.2025 - Current
- Lead end-to-end client engagement for a large BFSI account, serving as the primary liaison between client leadership and internal delivery teams to ensure seamless service delivery and client satisfaction.
- Drive strategic governance sessions with senior stakeholders, presenting delivery performance updates, resolving escalations, and aligning on business priorities.
- Acted as a trusted advisor to client leadership, gathered continuous feedback, addressed operational challenges, and drove value-added solutions.
- Identified white space opportunities within client ecosystem, enabling growth through new business development and cross-functional collaboration.
- Spearhead hiring and workforce planning initiatives, managing requirements from intake through recruitment, onboarding, and post-placement feedback to ensure talent quality and retention.
- Collaborate with recruitment, onboarding, and delivery teams to ensure smooth talent integration and high client satisfaction scores.
- Championed client-first culture within delivery teams, ensured service excellence, accountability, and continuous improvement.
Head - Operations & Business Development
FlyCouch Coffee Company
03.2024 - 01.2025
- Driving business growth PAN India, partnering with coffee farmers to produce, roast, and sell premium coffee beans.
- Developed business strategies that expanded customer engagement and increased service scope.
- Handled account management and operations, ensuring smooth delivery and enhancing client satisfaction.
- Managed sales and delivery for 25+ accounts, driving client satisfaction across cafes, resorts, hotels, and office spaces.
- Represented the company at entrepreneurship forums, such as BNI, to network and promote the brand.
Operations & Delivery Manager
Tresata Inc.
05.2023 - 02.2024
- Led project management for development of new company website, ensuring timely delivery and alignment with business objectives.
- Oversaw end-to-end recruitment and talent acquisition operations for Tresata India, enhancing candidate experience and streamlining processes.
- Collaborated with hiring managers to develop effective recruitment strategies and utilized diverse channels for candidate sourcing.
- Developed strong vendor relationships, negotiated contracts for payroll compliance, and assessed risks to support operational integrity.
Operations & Delivery Manager
IBM India Pvt. Ltd
11.2020 - 04.2023
- Managed Accounts Receivable & Procure to Pay department for the UK's largest News, Media & Entertainment corporation, overseeing a team of 5 TL's.
- Managed relationships with vendors and subcontractors to streamline operations and improve service delivery.
- Provided risk, compliance, and audit support, ensuring adherence to processes, RACM, and Infosec standards.
- Led Governance calls and Service Review Board review meetings.
- Introduced recognition programs for top performers, enhancing team productivity and boosting overall morale.
Account Receivables Manager
Dell Technologies
08.2005 - 12.2012
- Successfully managed Accounts Receivables operations, driving business volume and growth by consistently meeting collection targets and reducing delinquency through improved operational efficiency.
- Evaluated customer creditworthiness and set credit limits, maintaining low Bad Debt Provision (BDP) through effective use of templates, tools, processes, and training.
- Developed and implemented best practices and accuracy standards, improving operational performance through targeted training initiatives.
- Ensured compliance with business policies and recommended actionable process improvements to support informed decision-making.
Process Developer
Genpact
11.2002 - 08.2005
- Evaluated customer creditworthiness and set credit limits, reducing Bad Debt Provision (BDP) through streamlined processes.
- Implemented best practices and accuracy standards, improving operational performance and ensuring compliance.
- Led Accounts Receivables collections, surpassing targets and reducing delinquency through targeted operational enhancements.
Education
M.Sc Applied Psychology -
BHARATHIAR UNIVERSITY
Coimbatore, India05.2015
Bachelor of Arts -
UNIVERSITY OF RAJASTHAN
Jaipur05.2002
Skills
- Client engagement
- Account management
- Business development
- Talent management and acquisition
- Vendor management
- Operations management
- Revenue growth
- Risk and compliance
Certification
Certified Scrum Master.
Timeline
Senior Manager - Client Engagement
Wissen Technology
02.2025 - Current
Head - Operations & Business Development
FlyCouch Coffee Company
03.2024 - 01.2025
Operations & Delivery Manager
Tresata Inc.
05.2023 - 02.2024
Operations & Delivery Manager
IBM India Pvt. Ltd
11.2020 - 04.2023
Account Receivables Manager
Dell Technologies
08.2005 - 12.2012
Process Developer
Genpact
11.2002 - 08.2005
M.Sc Applied Psychology -
BHARATHIAR UNIVERSITY
Bachelor of Arts -
UNIVERSITY OF RAJASTHAN