SIDDHARTHA SEN

· Plan daily routes and schedules to ensure timely and cost-efficient deliveries

· Manage fleet availability, maintenance, and compliance

· Supervise drivers and operations staff; allocate resources based on demand

· Oversee dispatch to ensure all shipments are assigned and delivered on time

· Monitor delivery performance (TAT, success rate) and improve efficiency

· Ensure high customer satisfaction by reducing delays and failed deliveries

· Track KPIs and prepare performance reports

· Maintain safety standards and regulatory compliance

· Resolve operational issues and handle real-time disruptions

· Control costs through route optimization and efficient fleet utilization

• Head of Operations: Ensured seamless functioning of all teams while driving overall business profitability
• Recruitment Lead: Scaled call center workforce from 10 to 150 FTEs through strategic hiring initiatives
• Training Lead: Assessed training needs and delivered onboarding and ongoing skill development programs
• People Manager: Conducted performance reviews and appraisals; mentored and developed employees for career progression

Head of Operations: Managed end-to-end operations across Counseling, Marketing, IT, and academic faculty & facilities
Developed and implemented SOPs, high-level process maps, and detailed workflows for all departments
Facility Management Lead: Supervised a 25-member team; ensured upkeep of generators, AC plants, and elevators through regular maintenance
Oversaw housekeeping, security, and canteen operations
HR & Admin Manager: Designed HR policies and frameworks; managed overall administration
Recruitment Lead: Ensured timely hiring of qualified candidates for all open roles
Revenue Management: Drove achievement of sales targets across weekly, monthly, quarterly, and annual goals
Admissions Head: Led admissions for Arihant Group of Institutions; onboarded pan-India channel partners to drive enrollments
Senior Trainer & Faculty: Trained counselors and developed internal trainers

• Oversaw all factory operations to ensure smooth functioning and maximize profitability
• Managed recruitment, training, and supervision of administrative staff
• Led projects to improve sales supervision and operational efficiency
• Supported the Managing Director in daily administration and staffing resolutions
• Developed and implemented departmental policies, procedures, and objectives
• Monitored production performance, volumes, and order fulfillment
• Prioritized workloads and resolved bottlenecks to enhance productivity
• Implemented 5S and Kaizen practices to improve efficiency, accuracy, and continuous improvement
• Conducted monthly operational reviews and gathered feedback for process enhancement
• Trained managers on productivity measurement, SOPs, and performance management
• Managed HR functions including corrective action plans and performance improvement programs
• Streamlined after-sales service to improve customer satisfaction and trust
• Contributed to strategic planning as part of the core leadership team
• Organized employee engagement activities to boost satisfaction and retention

• Gained expertise in navigating process-related applications, with specialization in Workday
• Acted as a liaison between clients and the service delivery team to understand and translate business requirements
• Monitored and ensured adherence to SLAs and performance metrics
• Contributed to and implemented Operational Excellence initiatives
• Supported the functional lead in managing team operations
• Led and mentored a team of 20 analysts, focusing on skill development
• Provided guidance and shared domain knowledge with team members

• Managed a team of 17 technical and chat support representatives
• Motivated team members to achieve their KRAs and deliver high performance
• Planned team schedules using IEX and monitored productivity through adherence reports
• Defined roles and responsibilities for each team member
• Analyzed individual performance and provided coaching for continuous improvement
• Conducted training workshops to enhance skills and address performance gaps
• Allocated tasks based on team members’ expertise and project requirements
• Escalated project issues to the project manager and ensured timely resolution
• Provided solutions and insights to management on project-related matters
• Applied Six Sigma methodologies to improve process quality and customer satisfaction

• Worked on the United Healthcare process, a US-based group health insurance provider
• Started as a Health Insurance Benefits Specialist, handling queries and explaining benefits to US-based healthcare providers (doctors and nurses)
• Progressed to the UHC Claims role, managing and explaining complex insurance claim processes to providers
• Advanced to the Consumer Driven Health Program, supporting a specialized customer segment
• Delivered benefit explanations and processed claims with a strong understanding of policy details and procedures
  

• Worked on an Outbound US Mortgage Project
• Collected financial information from US clients and promoted refinancing options to generate potential leads
• Assisted new agents with guidance and training
• Prepared daily reports and managed team responsibilities in the absence of the Team Leader