Summary
Overview
Work History
Skills
Certification
Accomplishments
Timeline
OperationsManager
Sushant Nagpaul

Sushant Nagpaul

Business Head - Distribution, Operations & Support
Bangalore

Summary

Seasoned business head with an in-depth experience in delivering exceptional customer experience, creating lean and highly efficient departments. Offering 12 years of progressive experience and insight earned by leading various functions.

Overview

12
12
years of professional experience
2
2
Certifications

Work History

Head of Distribution & Operations

Volt Money
Bangalore, Karnataka
08.2024 - 10.2024

Volt Money is among India's biggest lender in the LAMF Space. My team manages the distribution, operations and support for all our verticals (B2C, B2B, B2B2C)


• Manage a team of over 80+ FTE's across all verticals. Handle the sales, support and operations for all BU's
• Manage a loan book of over INR 600cr, with a monthly successful loan applications of over 25,000
• Leading our support BU, with a monthly inflow of over 20,000 customer queries
• Manage the operations team, that coordinates the loan process across 3 lenders.

Business Head - Customer Experience

Juno Finance
Bangalore
06.2021 - 08.2023
  • Created support process from scratch, established clear KPI's and defined KRA's for the department.
  • Established competitive benchmarking, growth roadmaps and strategic business plans to improve customer experience leading to an 3500 BPS improvement in satisfaction scores.
  • Focused on automation to ensure timely resolution of customer's concerns without human intervention, leading to 57% of user traffic being assisted by automations.
  • Created hierarchy and incentive structures to ensure employee motivation and growth
  • Reduced waste and created a lean department that delivers exceptional performance with optimized resources.
  • Worked on constant improvement in the system operates, improving each and every aspect that impacts customers journey.

Category Head - Business Operations

WedMeGood
02.2020 - 07.2021
  • As the leader the business operation departments for WedMeGood, i was accountable for the experience and retention of our entire vendor base of more than 1,50,000 vendors.
  • As a head of the onboarding team, we were able to add a additional 40,000 vendors to the platform within a span of 6 months
  • Managed multiple business verticals within the company, including new vendor accusation, profile management & vendor experience
  • Introduced various methods to track and improve vendor satisfaction across the platforms
  • Created streamlined processed that helped vendors self serve their queries instead of reaching out to support
  • Created robust training processes for the department to ensure faster transition into operations and periodic refreshers.
  • Pioneered the company's first tier 2 centric paid subscription team

Manager - India Operations

Happy Birds Inc
05.2019 - 10.2019
  • Head the entire India operations for HappyBirds Inc, India's largest Adult Store
  • Managed various departments including Sales, Customer Experience, Logistics and Warehousing
  • Provided leadership Insight and implement process level improvements
  • Responsible for hiring of new employees
  • Accountable for all business level SLA's for the company

Manager & Head (Customer Experience)

Sunday Mattresses
03.2018 - 03.2019
  • As the first head of customer experience for the company, i was responsible for creating all the processes within the system.
  • Hired, trained and managed a team of associates, created their KRA's and performance matrices.
  • Provided leadership insight and implemented process level improvements
  • Negotiated and managed new vendors on-boarding
  • Delivered of all customer, shareholder and employee dashboard metrics


Team Leader (Interim)

American Express India Pvt Ltd
09.2012 - 02.2018
  • Managed and lead a group of assigned 12 to 14 Customer Care Professionals and conduct there feedback
  • Provided leadership insight in process improvement initiatives
  • I was responsible for delivery of all customer, shareholder and employee dashboard metrics
  • I was responsible for day to day functioning / administrative work including production floor management


Skills

Delivering Exceptional Customer Experience

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Certification

Six Sigma Green Belt Certification

Accomplishments

Improved the CSAT score by 3500 bps for Juno Finance

Launched 3 new products for Volt Money based on user feedback, within the first month of my leadership

Automated 57% of the user traffic using bot automation and self help for Juno Finance

Reduce the operational cost of running the support department by 32% for Juno Finance

Timeline

Head of Distribution & Operations

Volt Money
08.2024 - 10.2024

Business Head - Customer Experience

Juno Finance
06.2021 - 08.2023

Category Head - Business Operations

WedMeGood
02.2020 - 07.2021

Manager - India Operations

Happy Birds Inc
05.2019 - 10.2019

Manager & Head (Customer Experience)

Sunday Mattresses
03.2018 - 03.2019

Team Leader (Interim)

American Express India Pvt Ltd
09.2012 - 02.2018
Sushant NagpaulBusiness Head - Distribution, Operations & Support