Open To Work
Sumit Popli
New Delhi
Summary
I am a Senior Management professional bringing 24 years of rich & insightful experience, including 15+ years into leadership roles across varied functionalities & business verticals into Domestic/International market Support Operations, Service Delivery & Excellence, Customer Service, Customer Success & Experience, Process Excellence, Quality Audit & Compliance, Stakeholder/Client & Vendor account management with COPC standards. I have a keen understanding of business priorities, CMS, MIS data analysis & interpretation & am a team player, committed to managing operations and projects flawlessly while contributing to revenue-producing activities. A cross-functional communicator like me easily interfaces with high-profile clients, vendors, staff, and customers. I am a versatile, innovative, and loyal professional who can see the 'big picture' while staying on top of all the details. A proactive, performance-driven professional with 15+ years of progressive expertise in leadership and global cross-functional team management, project management, client services, and startup CS global operations management (B2B & B2C) Recognized for consistent success in developing the processes and procedures to streamline operations and enhance revenue performance.
Overview
1
1
Certification
25
25
years of professional experience
Work History
Sales Director Insurance Operations
Freelancer
New Delhi
08.2022 - Current
- Achieved an exceptional 18% YOY growth in sales for the entire product range, leading to increased market competitiveness and revenue performance.
- Managed sales operations for family-affiliated insurance business. Designed and implemented sales strategy to maximize policy sales and profitability, resulting in a 13% increase in top line and effective management of corporate clientele in Delhi-NCR.
- Coached sales and operations teams to generate and close leads, creating opportunities for new business lines and revenue generation.
- Identified and capitalized on opportunities to introduce new product categories, enhancing brand recognition and market credibility.
- Cultivated relationships with insurance service brands to enhance collaboration and service offerings.
- Managed the P&L of the business unit.
- Handling the entire HR gamut of activities with Recruitment, Employee Engagement, Compensation and Benefits, PMS, Grievance handling, Timesheet management, Payroll support and exit formalities.
Director of Operations
Sync'd Global Solutions
New Delhi
12.2024 - 05.2025
- Maximized team efficiency by overseeing a direct team of 2 SMs, and a contract team of 38, resulting in a 30% increase in quartile performance. Fresh recruitments contributed substantially to the growth.
- Managed operations for offshore sites Mohali and Sangli, ensuring alignment with overall business objectives.
- Oversaw productivity and pipeline management, contributing to streamlined processes.
- Collaborated with cofounders to hire, train, and enhance team capabilities.
Head of Operations
Innowia
Gurugram
05.2023 - 10.2023
- Led B2B ticketing operations for OTA and B2B accounts to enhance service delivery.
- Developed and maintained relationships with sales and suppliers to optimize collaboration.
- Coached managers on metrics to achieve performance KPIs.
Deputy General Manager
Travel Boutique Online
Gurugram
04.2021 - 08.2022
- Engaged with C-level executives to strengthen business relationships and expand partnerships with customer organizations.
- Scaled NPS and CSAT by 18% through process automation initiatives, including chat and email bots.
- Delivered financial metrics and calculations aligned with organizational goals to support strategic decision-making.
- Monitored daily operations by tracking business metrics and KPIs, including productivity and quality.
- Led digitization of operations by enhancing IVR and developing digital channels for clients to establish direct connections.
Director B2B Operations
Metaminds Software Solutions Limited
Hyderabad
12.2017 - 03.2020
- Achieved annual business revenue exceeding USD 25 million through leadership of global operations and product initiatives.
- Reduced manual efforts by 70-80% via auto activation drives alongside product and tech teams, enhancing cost per activation.
- Scaled agency onboarding conversion from 40% to over 80% within six months with less than 2% quality control errors.
- Supported sales teams by addressing journey drop-offs and partnerships in real-time via calls, chats, and emails.
- Streamlined processes to uphold business SLAs and replicated best practices across fulfillment centers.
- Implemented process improvement techniques to drive breakthrough enhancements toward business excellence.
- Facilitated performance reviews by planning and establishing annual team goals aligned with management expectations.
- Enhanced operational efficiency through strategic initiatives focused on continuous improvement.
Travel Manager
Cvent India Private Limited
Gurgaon
04.2014 - 12.2017
- Led end-to-end travel management function across departments and locations, enhancing coordination in business travel management, marketing, and pre-sales.
- Scaled multiple international projects from inception to delivery, focusing on operational budgets, global supply, RM management, and quality audit compliance for contract negotiations.
- Improved team performance by enhancing employee satisfaction and retention rates.
- Maintained >90% customer satisfaction rating annually Reduced operational costs by 15% through process improvement and automation.
- Improved team performance by enhancing employee satisfaction and retention rates.
Regional Sales Manager
Satguru Investments Limited
Lagos
04.2012 - 05.2013
- Driven CS standards to improve the OTA rankings in the MENA region from top 20 mark to top 3 by the year 2020.Successfully managed the regional sales and customer acquisition strategy across East/West Africa.
- Defined strategy, developed SOPs, and built high-performing regional service delivery and fulfillment team, focusing on customer acquisition and management, cost savings, and resource optimization post-operations commencement.
- Drove global process measures in ops management, including quality, training, and product automations, enhancing customer retention by 50% and NPS/CSAT by 15-20% within 3-4 months. Achieved annual revenue exceeding USD 10 million while managing support teams to scale business revenues by $2 million through ticket service F0 charges collection and backend recovery of no-show tickets.
Assistant General Manager Operations
Intelenet BPS
New Delhi
03.2011 - 09.2011
- Process owner (Orbitz Fulfillment) of 200 FTEs (full-time employees)
- Oversaw service level agreements, ensuring compliance and driving performance standards.
- Managed overall center operations, aligning team efforts with operational goals.
Senior Operations Manager
American Express Service Centre, India
Gurgaon
06.2007 - 02.2011
- Led US/Canadian market CS support function ensuring best process metrics such as FCR, FRT, AHT, CSAT& SLA.
- Managed support teams for major clients including Citibank, Sony, and Accenture, streamlining Absence Management processes.
- Ensure 100% of claims redressal in
Assistant Manager
IBM, Daksh
11.2004 - 02.2007
- Collaborated with client Delta Airlines/Virgin Media for US/APAC markets in after-sales support, delivering success metrics that increased CSAT and maintained quality standards with minimal escalations.
- Addressed performance bottlenecks to enhance productivity and quality metrics, collaborating with support functions to meet overall business unit objectives.
- Coordinated team schedules to ensure efficient workflow and resource allocation.
- Supported project management by tracking deadlines and deliverables across teams.
- Facilitated training sessions to enhance employee skills and knowledge in operations.
Process Developer
GENPACT
Gurgaon
10.2001 - 08.2004
- Managed collections for leased vehicles in U.S.A., focusing on subprime and late-stage portfolios, ensuring compliance with FDCPA regulations.
- Developed processes for late-stage collections portfolio 'Thirty Plus,' enhancing operational efficiency.
- Achieved internal targets for delinquencies in 16-29 and 30-45 days past due collections; trained 4 batches as SME for 0-15 dialer team.
Education
Post Graduate Diploma in Management - Marketing and Information Technology
Institute of Technology and Science
Ghaziabad, India04-2001
Bachelor of Business Administration - Marketing Management
Institute of Technology and Science
Ghaziabad, India04-1999
Skills
- Reporting dashboards and analytical platforms
- SaaS applications and CRM systems
- Salesforce and Freshdesk
- Tableau and Google Data Studio
- Customer success management
- Process excellence and improvements
- PMP and Lean Six Sigma
- Revenue generation and P&L management
- Vendor and client management
- Stakeholder engagement
- B2B management strategies
- Motivation and inspiration techniques
- Innovative mindset and thought leadership
- Relationship building and trust development
- Adaptability and resilience skills
- Automation strategies
- Strategic thinking and decision making
- Data-driven problem solving
- Effective communication skills
Certification
- Certified Freshdesk (Freshworks) CRM Product Expert, 12/2019, Freshworks Inc, USA
- PMP certification, 12/2019, Udemy
- Lean Six Sigma certification, 12/2019, Udemy
- Six Sigma Black belt certification, 12/2020, Udemy
- Bitcoins & Blockchain Methodology, 12/2020, Udemy
Awards
- Hall of Fame, 02/2024, Awarded within 2 months of driving & scaling the US Operations, recruitment and training international pilot process and meeting given targets & OKR's within deadline at Metaminds.
- Outstanding contributor of the Year, 12/2021, Awarded for 2021 at TBO.
- Best Manager, 04/2009, Awarded under the leadership awards category at American Express.
Work Preference
Job Search Status
Open to workWork Type
Full TimePart TimeContract WorkLocation Preference
On-SiteRemoteSalary Range
₹200000/yr - ₹350000/yrTimeline
Director of Operations
Sync'd Global Solutions
12.2024 - 05.2025
Head of Operations
Innowia
05.2023 - 10.2023
Sales Director Insurance Operations
Freelancer
08.2022 - Current
Deputy General Manager
Travel Boutique Online
04.2021 - 08.2022
Director B2B Operations
Metaminds Software Solutions Limited
12.2017 - 03.2020
Travel Manager
Cvent India Private Limited
04.2014 - 12.2017
Regional Sales Manager
Satguru Investments Limited
04.2012 - 05.2013
Assistant General Manager Operations
Intelenet BPS
03.2011 - 09.2011
Senior Operations Manager
American Express Service Centre, India
06.2007 - 02.2011
Assistant Manager
IBM, Daksh
11.2004 - 02.2007
Process Developer
GENPACT
10.2001 - 08.2004
Post Graduate Diploma in Management - Marketing and Information Technology
Institute of Technology and Science
Bachelor of Business Administration - Marketing Management
Institute of Technology and Science