Oracle
Sourav Chakraborty
Experienced Operations and Seller Support Manager
Gurugram
Summary
Experienced professional with over 7 years in Customer & Seller Experience. Currently working as a Deputy Manager (Seller Operations & Financial Monetization) at Snapdeal. Skilled in Order and Supply Chain Management, Payment Reconciliation, Vendor Management, Operations Management, Portfolio and Account Management, Data Analytics, and managing the Escalations Desk. Successfully coordinates cross-departmental activities. Proven track record in managing monthly loan disbursements and collaborating with Fin-tech companies to implement efficient loan processes. Expertise in vendor headcount planning, monthly provisions, and cost analysis.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Deputy Manager (Seller Operations & Financial Monetization)
Snapdeal
Gurugram
03.2021 - Current
- Managed 500+ sellers, including key category accounts, driving overall business growth
- Prepared Vendor Billing : POs, GRNs, STNs, and managed stock reconciliation
- Oversaw both in-house and vendor processes, ensuring timely resolution of seller and vendor concerns
- Developed SOPs for seller processes and collaborated with category and accounts team on payment reconciliations and dispute resolution
- Forecasted seller issues and planned capacity, escalating internal issues to ensure smooth transitions
- Handled escalations and resolved high-impact cases while adhering to company policies and SLAs
- Ensured quality in operational activities and improved Seller NPS
- Handled Assisted Buying Sales & Loans process
- To look after the escalations and provide technical support to team
- To identify training/coaching needs of team members
- Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
- Ensure prompt & accurate service & achievement of target
- Developed strong relationships with stakeholders to facilitate smooth communication and project completion.
- Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.
Team Leader
Globiva (SD & Pine Lab Process)
Gurugram
02.2020 - Current
- Managing end to end seller's escalations
- Maintaining main KPI(s) of team that is SSAT, Re-open, Pendency vs Inflow, Production and Optimum response time to Seller (FRT & FNRT)
- Preparing and maintaining Daily/Weekly/Monthly Reports
- Agent monitoring, coaching and providing feedbacks
- Identification of Training needs for development of staff
- Maintaining Rostering, Shrinkage and Attrition
- Ensure prompt & accurate service & achievement of target
- Monitor projects/transactions and provide qualitative/constructive feedback to team members
- Set performance expectations for team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Team Leader
Teleperformance (Snapdeal Process)
Gurugram
02.2017 - 02.2020
- Managing end to end seller's escalations
- Maintaining main KPI(s) of team that is SSAT, Re-open, Pendency vs Inflow, Production and Optimum response time to Seller (FRT & FNRT)
- Preparing and maintaining Daily/Weekly/Monthly Reports
- Agent monitoring, coaching and providing feedbacks
- Identification of Training needs for development of staff
- Maintaining Rostering, Shrinkage and Attrition
- Ensure prompt & accurate service & achievement of target
- Monitor projects/transactions and provide qualitative/constructive feedback to team members
- Set performance expectations for team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Education
B. Com (H) - Accounts
MAGADH UNIVERSITY
01.2015 - 03.2018
Skills
Seller Relationship Management
Vendor Billing & Logistics
Process Management
Standard Operating Procedures (SOP) Development
Payment Reconciliation & Dispute Resolution
Capacity Planning & Forecasting
Escalation Management
Cost analysis and savings
Performance improvements
Task delegation
Process and procedure development
Sales and marketing
Certification
Advanced MS Excel Certification
Software
Saleforce
Advanced Microsoft Excel
SAP/ERP Systems
WhatsApp Business and Marketing Automation tools (Gupshup/Interakt/Karix)
Timeline
Deputy Manager (Seller Operations & Financial Monetization)
Snapdeal
03.2021 - Current
Team Leader
Globiva (SD & Pine Lab Process)
02.2020 - Current
Team Leader
Teleperformance (Snapdeal Process)
02.2017 - 02.2020
B. Com (H) - Accounts
MAGADH UNIVERSITY
01.2015 - 03.2018
Advanced MS Excel Certification
Google Ads Certification
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