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
6
6
years of professional experience
2
2
Certificates
4
4
Languages
3
3
years of post-secondary education
Work History
Operations Team Manager
Alorica
04.2025 - Current
- Led a high-performing operations team, focusing on continuous improvement and employee development.
- Facilitated ongoing training programs for staff members to enhance skillsets and boost overall team performance levels.
- Collaborated with cross-functional teams to achieve shared business objectives and drive company growth.
- Managed key projects from inception to completion, delivering results on time and within budget constraints.
- Conducted regular reviews of internal policies and procedures to maintain compliance with industry regulations or best practices guidelines.
- Implemented risk management strategies to mitigate potential operational disruptions or delays.
- Developed and executed strategic plans aligned with company goals, resulting in increased revenue and market share.
- Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
Senior Team Manager
Mashreq Bank
05.2023 - 04.2025
- 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.
- Acted as a liaison between upper management and team members, ensuring smooth flow of information to facilitate informed decision-making processes.
- Streamlined operational processes for increased efficiency and productivity within the team.
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.
- Conducted regular performance evaluations for staff members, providing constructive feedback and outlining areas of improvement.
- Enhanced team performance by implementing effective communication strategies and regular feedback sessions.
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.
Education
Bachelor of Arts -
University of Calcutta
Asutosh Collage Kolkata 07.2005 - 05.2008
Skills
Certification
Lean Management, Simplilearn, 2022
Timeline
Operations Team Manager
Alorica
04.2025 - Current
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
Bachelor of Arts -
University of Calcutta
07.2005 - 05.2008
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Kannada
Beginner (A1)
Personal Information
- Date of Birth: 02/12/88
- Nationality: Indian