Susheel Kumar Tiwari
Operations Manager - Managed Services
Bangalore
Summary
Seasoned Operations Manager with 16+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Operations Manager
Zones Corporate Solutions PVT LTD
Bangalore
04.2023 - Current
- Managing a team of 157 service desk engineers along with 6 Team Leads responsible for providing end-to-end resolution for customer queries.
- Design and deliver support and service solutions for Manages Service customers in line with ITIL and/or industry best practice.
- Monitoring the effectiveness of the team against SLA/KPI‟s, driving through change as needed to deliver continual service improvement.
- Ensuring that CSAT (Customer Satisfaction Score) is maintained as per client SLA.
- Complete RCA/CAPA will be performed on any DSAT received.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Developed and implemented strategies to maximize customer satisfaction.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Reduced operational risks while organizing data to forecast performance trends.
- Mitigated business risks by working closely with staff members and assessing performance.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Analyzed and reported on key performance metrics to senior management.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
Assistant Manager - Operations
Fidelity National Financial India Pvt Ltd
Bangalore
09.2018 - 03.2023
- Managing a team of 120 agents along with 4 Team leads responsible for end-to-end processing of consumer solution process.
- Ensure Service Level Agreements (SLAs) for the process are met as agreed upon with the client.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Monitored employee productivity and optimized procedures to reduce costs.
- Coordinated with General Manager in different operational issues and promotional activities.
- Developed and maintain operational guidelines for staff.
- Supervised operations team to support operational excellence and excellent customer service.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Communicated with customers to assess satisfaction with products and services received.
- Implemented new technology to streamline processes and improve operations.
- Monitored key performance metrics to identify areas for improvement.
- Prepared annual budgets with controls to prevent overages.
- Developed systems and procedures to improve operational quality and team efficiency.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Have been integral in process transition and have completed 10 process transition successfully.
Operation Team Leader
Altisource Business Solutions Pvt. Ltd
Bangalore
03.2011 - 08.2018
- Motivated and trained employees to maximize team productivity.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Oversee day to day team operations comprising of 70,000 mortgage loans and generating revenues of $120M annually.
- Managing 50+ vendors processing 1.5 million+ orders per annum along with Electronic Invoicing & Payment Services
- Drive, on-time, accurate and quality service delivery within agreed upon SLAs for multiple processes.
- Manage team Attrition, Attendance, Shrinkage to achieve maximum resource utilization
- Own and review process documentation (SOP’s, Process Maps, checklists etc.)
- Regular interaction with preferred vendors to discuss their performance, revenue generation and areas of improvement
- Perform complete RCA/CAPA on error committed and work with US field managers to formulate improvement program for low performing vendors
- Prepare memorandums and training material for vendors to communicate any change in policies
- Identify vendors for any specialized work and discuss requirements, price negotiations and ensuring all the required documentation is in place before vendors start their operations
- Suggesting vendors for remote properties and negotiate price on the work to be performed
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Analyze cost data to manage specific elements of budget and ensures all costs are regularly reviewed/controlled within agreed limits
- EOM revenue variance analysis and plan actions for next period
- Finalizing KPI’s and JD for all reporting levels and conduct performance appraisal semi-annually
- Devise and track career path for Team Members and provide coaching.
- Maintain regular interaction with internal and external customers and own outliers and escalations
- Identify and lead process improvement and automation initiatives. Own entire project from conceptualizing to feedback stages
- Own MIS reports and process dashboards to be circulated to clients and internal teams
- Conduct skip level meetings with team members, and resolve escalated disputes and conflicts
- Ensuring team quality by performing sample transaction quality check, live call barging for team members
- Participate in meeting with Senior Management to escalate any operational challenges
- Review guidelines set by various agencies (FNMA, FHLMC, FHA, VA, CFPB) and ensure that the processes are compliant with guidelines
- Interaction with state specific regulators New York Department of Financial Services (NYDFS) and county code officers and provide responses on any Audit findings
- Leading discussion within and across departments on changes required based on client requirements / business changes / State regulations
- Work with legal team on escalations that can lead to legal proceedings against the company / investor
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
- Managed internal operational standards and productivity targets.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
Senior Customer Service Executive
Standard Chartered Bank
Bangalore
06.2007 - 02.2011
- Process : Banking (Operations)
- Job description –
- To handle CREDIT CARDQUERIES for the premium and priority banking customers
- To Handle Customer’s escalations due to any process laps or service issue and to prioritize the requirement of the customer
- To make sure that the customer’s requirement is fulfilled in the specified Turn Around Time effectively and efficiently
- To interact with the Heads regarding any escalated issue because of the process gap or any service laps
- Handling high net worth customers who are having all types of banking products with SCB
- Worked as a Mentor/Trainer for the new joiners
- Have good knowledge of backend work like preparing reports, mail support to HNI customers
- To prepare call quality scores (Quality Analyst, Voice and accent training analyst for the new joiners)
- Generating additional revenue through cross sell and references from the existing customer
- Ensure timely handling of all cases received in line with the customer communication within expected turnaround time.
- Supervised the incoming call handling team to ensure consistent delivery of ‘Customer Delight' relating to queries or problem resolution
- Performing quality audits on live calls and provide feedbacks to the agents
Education
MBA - Operations Management
ICFAI University
Bangalore 06.2014 - 06.2016
Bachelor of Commerce - Accounting And Finance
RDVV University
Jabalpur 04.2002 - 04.2005
Skills
Summary of Skills and competenciesundefined
Timeline
Operations Manager
Zones Corporate Solutions PVT LTD
04.2023 - Current
Assistant Manager - Operations
Fidelity National Financial India Pvt Ltd
09.2018 - 03.2023
MBA - Operations Management
ICFAI University
06.2014 - 06.2016
Operation Team Leader
Altisource Business Solutions Pvt. Ltd
03.2011 - 08.2018
Senior Customer Service Executive
Standard Chartered Bank
06.2007 - 02.2011
Bachelor of Commerce - Accounting And Finance
RDVV University
04.2002 - 04.2005
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