Swapnil Kadam
Manager Operations
Pune
Summary
Leader in customer service with 14+ years of experience. Expertise in Operations, Training & Quality. Works efficiently to reduce error rate, improve service delivery & achieve organizational goals. Good in team building, motivating & leading. Dedicated to applying training & monitoring to enhance employee performance & employee engagement.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Operations Manager
Midrat Business Solutions Pvt. Ltd.
12.2023 - Current
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Operations Manager
Riemen Solution Pvt Ltd
02.2022 - 11.2023
- Handling Team of 7 TL’s & 2 AM's from 3 different LOB’s
- Responsible for Performance delivery & performance update from TL’s & AM's
- Reviewing the AM's on different aspects as per LOB
- Delivering client expectations along with client communication
- Presenting Operations on internal & external reviews
- One on one with associates to have visibility of the ground level
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
Assistant Manager
Big Basket
10.2019 - 01.2022
- Handling a Team of 4 TL's
- Taking care of Training Certification, OJT & Real time Operations
- My Team works as bridge between Training & Operations Team
- Responsible for smooth handover of OJT Batches
- Responsible CQ Score & Customer Satisfaction Survey
- Achieving the given parameters within the timeline along with the effectiveness
- Presenting TnQ in higher management reviews
Assistant Manager
Vertex, T & Q
04.2017 - 10.2017
- Responsible for all Training and Quality related activities
- Manpower management along with Ops to forecast upcoming Training Batches
- Training deliverables of each trainer in NHT batches and in Floor sessions
- Help Trainers to achieve throughput in NHT batches
- Responsible for CQ Score and Satisfaction Survey of the customer
- Identifying the needs of SSAT and get those implemented through QA’s
- Completing the required sessions within the timeline along with the effectiveness
- Presenting TnQ in Internal higher management & client reviews
Trainer
Concentrix, Minacs
07.2015 - 03.2017
- Responsible for Product and Process Training of New Employed associates
- Helping OJT batches with SME for certification
- Conducting Refresher Training for live associates
- Handled TNI and additional floor refreshers & PKQ
- Job Description as QA
- Responsible for Certification of New associates as per client guidelines
- Quality sessions conducted for Training Batches
- Along with additional sessions conducted for live floor on defaulting parameters
- Supported Training & Ops to achieve given targets
- Job Description as Team Lead – Ops
- Handled a team of 54 Associates
- Responsible for maintaining Operational KRA’s
- Handled RTM and Real time Escalations
- Responsible for client meetings and escalations
Specialist Trainer
Aegis Limited
08.2014 - 07.2015
- Handled training batches of newly hired associated
- Responsible for Certification and OJT support
- Handled TNI and additional floor refreshers & PKQ
- Trained on all segments in Telecom Prepaid/Post paid
Trainer
Digicall Private Limited
08.2011 - 08.2013
- Responsible for Product and Process Training of New Employed associates
- Helping OJT batches with SME for certification
- Conducting Refresher Training for live associates
- Job Description as Lead SME Team
- Monitor SME’s who handles the OJT batches
- Taking care of Certification Process of newly trained associates
- Collecting the feedback of the batches from the respective SME
- And pass them to the respective Trainer and Training Team
- Conducting New Updates session in Training Batches
- Job Description as Lead Business Excellence Team
- Conducting the Tagging Session into the Training Batches
- Leading the team to maintain the Error %
- Conducting the Tagging Session for live associates
- Handling SME’s and OJT Team
- Passing feedback to the Training team regarding Updates &Tagging
- Responsible for handling Client Escalations
- Generating supplementary revenue for operations team
Process Trainer
VCustomer Services, India Private Limited
04.2009 - 07.2011
- Was responsible for answering calls from HDFC Life Insurance customers
- Post 6 months got transferred to Videocon D2H process
- Job Description as SME
- Was responsible taking Escalation calls
- Taking care of OJT Batches and their Certification
- Conducting sessions of Updates in OJT Batches
- Job Description as Business Excellence Team
- Taking care of tagging done by associates
- Maintaining error % below target
- Also to help SME’s to complete their KRA, Responsible for Product and Process Training of New Employed associates
- Helping OJT batches with SME
- Conducting Refresher Training for live associates
Education
SSC -
SRVM
Sangli 06.2004 - 03.2005
High School Diploma -
MBC
Latur 06.2005 - 03.2007
B.COM -
MATS University
Raipur 08.2011 - 02.2014
Skills
People Management
Timeline
Operations Manager
Midrat Business Solutions Pvt. Ltd.
12.2023 - Current
Operations Manager
Riemen Solution Pvt Ltd
02.2022 - 11.2023
Assistant Manager
Big Basket
10.2019 - 01.2022
Assistant Manager
Vertex, T & Q
04.2017 - 10.2017
Trainer
Concentrix, Minacs
07.2015 - 03.2017
Specialist Trainer
Aegis Limited
08.2014 - 07.2015
B.COM -
MATS University
08.2011 - 02.2014
Trainer
Digicall Private Limited
08.2011 - 08.2013
Process Trainer
VCustomer Services, India Private Limited
04.2009 - 07.2011
High School Diploma -
MBC
06.2005 - 03.2007
SSC -
SRVM
06.2004 - 03.2005
Similar Profiles
Hari Prasad PoovalingamHari Prasad Poovalingam
Quality Analyst at Nthrive Global Solutions Pvt. Ltd (Formerly E4E Business Solutions Pvt. Ltd)Quality Analyst at Nthrive Global Solutions Pvt. Ltd (Formerly E4E Business Solutions Pvt. Ltd)
Viraja ParanjapeViraja Paranjape
Associate Director, Financial Risk Remediation at UBS Business Solutions (India) Pvt. Ltd. (Erstwhile Credit Suisse Services (India) Pvt. Ltd.)Associate Director, Financial Risk Remediation at UBS Business Solutions (India) Pvt. Ltd. (Erstwhile Credit Suisse Services (India) Pvt. Ltd.)
Maxy D’silvaMaxy D’silva
Risk Analytics and Solutions at UBS Business Solutions India Pvt. Ltd. (Credit Suisse Services India Pvt. Ltd.)Risk Analytics and Solutions at UBS Business Solutions India Pvt. Ltd. (Credit Suisse Services India Pvt. Ltd.)
Niraj DigheNiraj Dighe
Lead Software Engineer at Cloud Software GroupLead Software Engineer at Cloud Software Group
Shubham NayarShubham Nayar
Senior Associate 2 at Acko General InsuranceSenior Associate 2 at Acko General Insurance