Sushant Dash
Sr.Manager - Operations
New Delhi
Summary
Dynamic Business and Operations Manager with a proven track record of enhancing operational efficiencies across diverse market verticals by proactively defining and implementing innovative business processes. Exceptional leadership and structured management skills consistently deliver projects on time and within scope through a benefit-oriented approach. Deep understanding of customer business and political drivers, coupled with excellent communication, presentation, and documentation abilities to effectively influence stakeholders at all organizational levels. Committed to driving sustainable growth and fostering collaborative environments that support strategic objectives.
Overview
17
17
years of professional experience
Work History
Senior Manager – Operations
VETASSESS
02.2022 - Current
- Lead comprehensive operational functions across multiple business verticals, ensuring alignment with organizational objectives, and international standards.
- Oversaw integrated operations across business verticals, maintaining process efficiency, accuracy, and conformity with organizational and international standards.
- Supervise, coach, and appraise a team of associates and team leaders, facilitating professional growth, and optimizing productivity.
- Facilitate coordination with Melbourne HQ and external partners to enhance workflows, troubleshoot operational issues, and uphold global process consistency.
- Supervise project implementation involving site visits, technical interviews, reference checks, and practical assessments, guaranteeing timely completion and exceptional quality results.
- Establish structured reporting systems, audits, and quality checks to enhance data tracking, decision-making, and compliance readiness.
- Oversee administrative tasks related to staff records, vendor coordination, office maintenance, and resource management to enhance operational efficiency.
- Manage recruitment, onboarding, and training efforts to optimize team capability, and support business scaling.
- Facilitate communication between stakeholders during executive visits, client engagements, and cross-functional collaborations.
- Mentored and cultivated multiple team members into leadership roles, strengthening succession planning and team resilience.
- Established structured quality monitoring and audits for reference checks and reports, enhancing accuracy and client confidence.
- Spearheaded the launch of new initiatives, such as Pre-Assessment Referral Checks and Practical Assessments for skilled trades, collaborating with global and local partners.
- Elevated operational efficiency through workload optimization and focused mentoring of underperforming staff, resulting in observable productivity gains.
- Oversaw high-profile delegate visits from senior leadership and client partners, guaranteeing seamless coordination and successful outcomes.
Guest Delight Manager
Jubilant FoodWorks Ltd.
10.2021 - 01.2022
- Responsible for ensuring exceptional guest satisfaction across outlets, while driving staff development and operational performance. Worked closely with teams to improve customer experience, boost corporate tie-ups, and enhance overall service delivery.
- Managed guest feedback channels to identify service gaps, and implement corrective measures.
- Designed and delivered training programs to enhance staff skills in customer handling and service standards.
- Conducted performance management reviews to drive accountability and improvement.
- Built corporate partnerships to increase group sales and brand presence.
- Significantly improved guest satisfaction scores by implementing proactive feedback resolution strategies.
- Strengthened staff capability through focused training on service excellence.
- Secured new corporate tie-ups, contributing to incremental sales growth.
Business Operations Manager
BLS International
10.2016 - 10.2019
- Operations lead for managing the daily operations of four Spain Application Centres simultaneously in the North and North-East regions of India, including an overseas application centre in Kathmandu, Nepal. Responsible for developing and implementing the strategic and operational objectives for the company in line with the overall business strategy, ensuring efficient day-to-day operations, optimized revenue generation, and consistently high levels of service quality in all diversified activities.
- Build new and develop ongoing strategic and collaborative relationships with customers, partners, and internal stakeholders in order to identify new business opportunities, grow the existing customer accounts, and support growth strategy.
- Drive quality by reviewing the current business process, escalating any risks and issues that emerge during daily operations, and facilitating a resolution to the best of your abilities to avoid customer dissatisfaction and commercial or revenue loss.
- Deliver efficient management of the day-to-day operations to ensure daily, weekly, and monthly reviews with stakeholders, monitor performance, resolve problems, and ensure proactive communication and reporting to senior management.
- Deliver against budget and monitor progress on revenue targets and service level delivery targets, analyze and report on revenue achieved
- Ensure that company’s regulatory requirements such as data protection and data privacy are fully adhered by the team.
- Accomplish HR objectives through active involvement in recruiting, coaching and performance management of employees; communicating job expectations; planning, monitoring, appraising, recognizing performance and reviewing job contributions; planning and reviewing employee changes; enforcing policies and procedures locally
- Responsible for defining the strategy for diversity programs, team engagement and customer events as an added value to the business.
- Successfully launched four new centres ahead of target within four months
- Lead for initiating multiple Value added services for clients, resulted in increased profit.
- Managed eleven centres for Spain operation while working as Acting Country Manager.
- Launched 15 centers across India to support Lebanon & Vietnam Application.
Operations Manager
A.S. Enterprises
01.2016 - 01.2016
- Responsible for meeting all relevant statutory and mandatory requirements associated with operations, and for working within the framework of the company’s objectives, as well as promoting its ethos and mission statement.
- Work closely with the management team during commercial planning and defining delivery targets.
- Responsible for producing management reports and statistical information, capturing delivery progress against defined targets.
- Manage partners and suppliers' relationships to drive organizational efficiency and cost savings.
- Manage and ensure audit and financial compliance through monthly financial reconciliations.
- Carry out surveys to capture existing gaps and produce detailed designs, commercial estimates, and documentation in line with the company’s business requirements.
- Be commercially aware of all issues affecting sales performance, including competitors' activities that could ultimately affect the business. Monitor and assess their initiatives and costs to take tactical actions, and to feed intelligence to senior management.
Store Manager
McDonalds
01.2015 - 01.2016
- Successfully managed a team of up to 15 team members in multiple store locations.
- Developed, implemented, and monitored programs to maximize customer satisfaction. Addressed negative customer feedback immediately.
- Effectively communicated with team members to maintain clearly defined expectations.
- Effectively managed departmental expenses to stay within the allocated budget.
- Recommended changes to existing methods to increase the accuracy, efficiency, and responsiveness of the customer service department.
Deputy Operations Manager
VFS Global
01.2009 - 01.2013
- Responsible for managing the operations of Canada, Australia, and UK visa application centres in the UAE, with accountability for process adherence, revenue, profitability, customer satisfaction, and overall responsibility for interaction and relationship management with the respective missions and embassies.
- Ensured compliance with all existing processes and met defined service-level agreements.
- Overall responsibility of the business unit and processes in multiple cities.
- Developed and maintained relationships with all consulate officials.
- Enhance processes to improve the quality and efficiency of the unit, and lead new process roll-outs in the respective centers.
- Manage staff efficiency and productivity, and provide support in meeting and exceeding sales and referral targets.
- Assess operational risks, and develop business continuity plans.
- Responsible for generating weekly management reports, and compliance with the monitoring and evaluation framework.
Education
Post Graduate Diploma in Business Administration - International Business Management
Massey University
Auckland, New Zealand 04.2001 -
BBA - Management
Jamia Hamdard University
New Delhi, India 04.2001 -
Diploma - International Management & Technology
Softdot Hi-Tech Education & Training Institute
New Delhi, India01.2008
Skills
Organizational strategy development
Workforce skill enhancement
Operational efficiency management
Optimized resource distribution
Strategic planning
Talent development
Operations management
Resource allocation
References
Available on Request
Training
- IT Fundamentals and Office Productivity Tools workshop.
- Business & Customer Relationships workshop.
- Customer Service, Communication Skills, Positive Attitude workshop.
Timeline
Senior Manager – Operations
VETASSESS
02.2022 - Current
Guest Delight Manager
Jubilant FoodWorks Ltd.
10.2021 - 01.2022
Business Operations Manager
BLS International
10.2016 - 10.2019
Operations Manager
A.S. Enterprises
01.2016 - 01.2016
Store Manager
McDonalds
01.2015 - 01.2016
Deputy Operations Manager
VFS Global
01.2009 - 01.2013
Post Graduate Diploma in Business Administration - International Business Management
Massey University
04.2001 -
BBA - Management
Jamia Hamdard University
04.2001 -
Diploma - International Management & Technology
Softdot Hi-Tech Education & Training Institute