Siddharth Khanna
Assistant Manager Operations
Delhi
Summary
Assistant Operation Manager with extensive background in administration & human resources. Strong competencies for addressing operational issues and concerns quickly. Excellent Operations skills to manage & deliver the business SL's agreement in order the maximize the Business Profit.
Overview
11
11
years of professional experience
2
2
Certifications
Work History
Team Lead
Vaco Binary Semantics
01.2021 - Current
- Leading the project of Google HUME while keeping all SL parameters incl project matrices intact
- Supervising Team / Vendors of Content Analyst's & monitoring live content on Google Panel (Content Moderation) for the user satisfactory results
- Expertise in creating SOPs, Guidelines, managing Pre-Flight Operations for the vendors to increase the productivity level throughout the Globe
- Maintaining & Managing the daily audit and productivity reports from the vendors, and analyzing their technical glitches incl blockers
- Coaching & Managing team of Research Analysts via mentoring them with their KRA's & ad-hoc work incl Legal Fixes, Technical Glitches on the search panel for the data accuracy
- Exhibit the knowledge and skill set of Knowledge Graph Technology to monitor and edit the live content on web
- Well versed with the Google ideology, practices & business outlook towards the search engine
Assistant manager Operations
Radical Minds Pvt LTD
06.2019 - 09.2020
- Expertise in managing people and delivering the SL in Work from Home model during COVID-19
- Planned and strategized the business model to work more on automation or cloud for the effective management in pandemic
- Ensured & Delivered the desired SLA's in the pandemic crisis incl Motivated quality control of the people
- Maintained the daily SL of the process & hygiene via ensuring proper FTE delivery to minimize the impact on billing
- Ensured the SOP and financial activities of the process is getting followed without any deviation
- Monitored TL’s performance by maintaining daily tracker that includes there basic KPI's/KRA's driver
- Created review planers and weekly projection tracker to keep the KPI’s targets intact
- Created RCA’s for any impact on daily SL or escalations to avoid any hit on RNP
Sr. Trainer Operations
Makemytrip
01.2017 - 08.2018
- Planned and monitored Training to ensure best delivery with the provided SLA’s
- Managed Attrition, handled escalations & planned career mapping for Team Members
- Provided Professional Training on Process (incl Product) with a strong Throughput
- Worked on dashboards (NHT / OJT) and MTD reports to be presented on daily and weekly basis
- Identified the impacts on customer and implemented solutions within TAT to maximize customer satisfaction
- Supported product team for designing & moderating their product as per the business deviations
- Analyzed impacts and hurdles related to product and cascaded them with solutions to Stakeholders for the development of process
- Managed RTM and worked with MIS team to achieve Contact center SL
- Designed KRT’s / PKT to bridge the knowledge gap & monitored it to ensured 100% of coverage in the process
- Performed SWOT analysis on product to avoid NPS and D-Sat via ACPT approach
- Strategize the process for maximum productivity & optimum utilization of resources
- Worked with internal management team to ensure maximum productivity and minimum escalations
Subject matter Expert | Team Leader
Mycuburds.com
Khanna
06.2012 - 12.2015
- Handled the customer (organization) queries including their orders, billing hence provided support to them for same
- Worked as the process associate and handled the project including the training, module development for the NHT batches in same organization
- Designed the Training plotter to be used for NHT batches
- Provided team support on the floor to minimize the AHT and escalations
- Worked on MS- Excel hence created database sheets for the orders received overseas
- Experience in handling Queries & Data management activities such as Data handling, Data fetching, Insertion and Deletion & Creation of database
- Exhibit skill set of Presentation and hence designed / worked on different projects for Third Space Learning, HCL
Education
Bachelor of Engineering - Information Technology
Amity School of Engineering and Technology
Skills
Vendor Management
Product Development
Knowledge Graph Management
Instruction writing
Process evaluation and enhancement
Leadership training
Project development and life cycle
Risk analysis and management
Vendor sourcing
Report generation
Customer relations specialist
Staff Management
Data analysis
Operations management
Google Analytics
SEO best practices
Content editing
Workflow planning
Quality controls
Performance improvements
Accomplishments
- Achieved 99% of Quality Accuracy by introducing One-View Chart concept in SOP's.
- Supervised team of 70 staff members.
- Managed WFH model with BMP during pandemic
Affiliations
- Over and Above achievement award from KG Google Services stakeholders
- Best Trainer & Manager from Makemytrip
- Best Leadership award from Flipkart for handling their Script Failure during Pandemic
Certification
Allied Science
Timeline
Team Lead
Vaco Binary Semantics
01.2021 - Current
Assistant manager Operations
Radical Minds Pvt LTD
06.2019 - 09.2020
Sr. Trainer Operations
Makemytrip
01.2017 - 08.2018
Allied Science
07-2012
Human Psychology & Communication Skills
07-2012
Subject matter Expert | Team Leader
Mycuburds.com
06.2012 - 12.2015
Bachelor of Engineering - Information Technology
Amity School of Engineering and Technology