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
undefinedAccomplishments
- 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
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