Sindhu Bejoy
Operations Management
Mumbai
Summary
Seeking a challenging and rewarding opportunity in Operations that is in consonance with effectively utilizes excellent analytical and technical skills
Competent, adroit & result-oriented professional with 20 years of experience in managing delivery operations with key focus on top line profitability while ensuring optimal utilization of resources by making use of standard frameworks. Well-honed expertise in the areas of managing KPO;s/metrics, analyzing statistical data, application of quality management and ability to manage teams and attain performance targets. Demonstrated strengths in mentoring the performance of Agents and competency in establishing performance-driven culture that ensure accountability and personal ownership, to develop, coach and motivating all cross-cultural teams to achieve goals. Extensive exposure to a comprehensive range of team management activities, with efficacy at managing the process by controlling backend activities. Communicate and Co-ordinate with the stakeholders on a daily - weekly basis and update the Delivery Manager on the same. Skilled in managing the overall process delivery operations with key focus on streamlining the workflows, SLA's &TAT for enhancing operational effectiveness in coordination with clients. High level of flexibility and adaptability, with a flair for getting through to people and managing them ably. Excellent communication and interpersonal skills, with ability to develop cohesion in group through teamwork and resourceful ideas. Very systematic, organized, hardworking and dedicated team player with an analytical bent of mind, determined to be a part of a growth-oriented organization. Excellent time management skills with proven ability to work accurately and quickly prioritize, coordinate and consolidate tasks, whilst simultaneously managing the diverse range of function from multiple sources.
Overview
13
13
years of professional experience
3
3
Languages
Work History
Manager
WTW Global Delivery and Solutions India Private Limited
04.2023 - Current
- Handling a team of 40 + colleagues, ensuring client, internal expectations on client metrics delivery are met on timely basis.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Cross-trained existing employees to maximize team agility and performance.
- Improved safety procedures to create safe working conditions for workers.
- Implemented innovative marketing campaigns that boosted brand awareness and generated significant sales leads.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
- Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Defined clear targets and objectives and communicated to other team members.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established robust risk mitigation strategies to safeguard against potential operational challenges or disruptions.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Onboarded new employees with training and new hire documentation.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
- Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within the industry sector.
- Managed and motivated employees to be productive and engaged in work.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Compliance standards defined for the process are effectively managed
- Manager strong support with Internal functions IT, HR, Finance
Assistant Manager
WTW
04.2016 - 04.2023
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Reviewed sales and gross profit report to assess company efficiency.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Team Leader
WTW
04.2011 - 04.2016
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
- Conducted regular reviews of operations and identified areas for improvement.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Built strong relationships with customers through positive attitude and attentive response.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
Skills
Linguistic Knowledge
- English
- Hindi
- Malayalam
Personal Information
Date of Birth: 02/19/82
References
Available on Request
Travelling
- Travelling helps me connect with new people, which helps to improve my interpersonal skills.
- Based on the geography we meet people from various races, regions. It helps to understand their background and connect with them.
- Travelling makes me independent and build my confidence.
- It's like food for the soul which is necessary to de-stress and then get back to my day job with new renewed vigour.
Timeline
Manager
WTW Global Delivery and Solutions India Private Limited
04.2023 - Current
Assistant Manager
WTW
04.2016 - 04.2023
Team Leader
WTW
04.2011 - 04.2016
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