Tirtha Das
Operation Management
Bengaluru
Summary
Dynamic and results-oriented Senior Team Manager with over 7 years of experience across the banking, IT, and e-commerce sectors. Proven track record of leading large teams, optimizing workflows, and delivering high-impact results through process enhancements, people development, and client-centric strategies. Strong interpersonal and leadership skills with a focus on performance management, team building, and stakeholder collaboration. Adept at thriving in high-pressure environments and driving operational excellence through innovation and strategic planning.
Overview
10
10
years of professional experience
2
2
Certifications
4
4
Languages
Work History
Senior Team Manager
Mashreq Bank
05.2023 - 04.2025
- Company Overview: Supporting UAE Operations
- Led a cross-functional team supporting digital banking operations for the UAE region.
- Improved process efficiency by 25% by redesigning workflows and integrating automation tools.
- Developed dashboards and reports for senior leadership, enabling better decision-making and performance tracking.
- Mentored new hires and conducted weekly training sessions, resulting in faster onboarding and knowledge retention.
- Enhanced customer satisfaction by streamlining resolution workflows and implementing feedback loops.
- Conducted regular performance evaluations for staff members, providing constructive feedback and outlining areas of improvement.
- Developed high-performing team members through targeted training programs and one-on-one coaching.
Senior Team Lead
Knotify (Wipro)
10.2022 - 04.2023
- Managed a team of 20 professionals delivering technical and customer support for SaaS platforms.
- Collaborated with engineering and product teams to implement improvements based on client feedback.
- Increased team productivity by 30% through structured coaching, time management workshops, and daily stand-ups.
- Achieved 92% CSAT score consistently by resolving high-priority issues within SLA and enhancing client engagement.
- Handled hiring, onboarding, and continuous training to build a strong and efficient team.
Assistant Manager – Operations & Client Delivery
Tech Mahindra
08.2019 - 10.2022
- Oversaw 200-member team handling end-to-end e-commerce operations including order fulfillment, escalations, and returns.
- Designed and launched a performance monitoring framework, leading to a 15% boost in SLA adherence.
- Strengthened client relationships by organizing monthly business reviews and implementing client-requested changes quickly.
- Initiated automation tools that reduced manual effort by 40%, improving turnaround time and reducing error rates.
- Played a key role in managing cross-functional coordination with internal tech and quality teams for seamless operations.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Senior Team Leader – Support & Sales
United Strings Technologies
08.2015 - 03.2017
- Supervised a team of 15 handling technical support and pre-sales consultation for IT solutions.
- Adopted Agile methodologies to streamline project delivery cycles and improve visibility across tasks.
- Conducted skill-gap analysis and implemented a structured upskilling plan for the support and sales teams.
- Maintained 98% on-time project delivery while balancing multiple client accounts and service requests.
- Partnered with marketing and development teams for product improvement based on frontline feedback.
Education
Bachelor of Arts -
University of Calcutta
Asutosh Collage Kolkata 04.2001 -
Skills
Leadership and team development
Certification
Lean Management, Simplilearn, 2022
Personal Information
- Date of Birth: 02/12/88
- Nationality: Indian
Timeline
Senior Team Manager
Mashreq Bank
05.2023 - 04.2025
Senior Team Lead
Knotify (Wipro)
10.2022 - 04.2023
Assistant Manager – Operations & Client Delivery
Tech Mahindra
08.2019 - 10.2022
Senior Team Leader – Support & Sales
United Strings Technologies
08.2015 - 03.2017
Bachelor of Arts -
University of Calcutta
04.2001 -
Similar Profiles
RANJITHA KRANJITHA K
Credit Underwriter at Mashreq Global Networks [ Mashreq Bank ]Credit Underwriter at Mashreq Global Networks [ Mashreq Bank ]
Neeraj KumarNeeraj Kumar
Manager Portfolio Control and Governance at Mashreq Global Services ( Subsidiary of Mashreq Bank)Manager Portfolio Control and Governance at Mashreq Global Services ( Subsidiary of Mashreq Bank)
Neeraj KumarNeeraj Kumar
Manager Compliance at Mashreq Global Services ( Subsidiary of Mashreq Bank)Manager Compliance at Mashreq Global Services ( Subsidiary of Mashreq Bank)