Varun Arya
Gurgaon
Summary
Highly accomplished and results-oriented Senior Operations Manager with a progressive career spanning over 18 years in Operations, Training, and Quality management within the technology Travel and business services sectors. Proven ability to drive customer experience enhancement, optimize processes through automation, ensure regulatory compliance, and build high-performing teams. Expertise in leveraging data analytics for strategic decision-making and successfully managing cross-functional projects to achieve significant business improvements. Six Sigma certified with a strong focus on continuous improvement and customer satisfaction.
Overview
18
18
years of professional experience
2
2
Languages
Work History
Sr. Manager - Operations
HCL Technologies
07.2022 - Current
- Stakeholder Management: Proven ability to cultivate and maintain strong, long-term relationships with clients. Collaborated effectively to ensure smooth contract processes and alignment based on the 'Statement of Work'.
- Appreciation on client management: Achieved HCL Top leadership appreciation for exceptional client handling and presentation skills.
- Nominated as HCL 'Future Leader' in 2024 and is considered a huge achievement.
- Built a Capable Team: Built and mentored a team of operations managers and Team leads across 3 global sites India, Krakow and Mexico City for data driven goal achievements.
- Training & Development: Developed and delivered training programs on contract management best practices, tools, and compliance requirements for the operations team.
- Streamlined Contract Lifecycle: Designed and implemented efficient end-to-end processes for Contract Management lifecycle operations, resulting in quantifiable improvements in SOW specific SLAs across global sites India, Krakow and Mexico City.
- Reduced Turnaround Time (TAT): Optimized contract workflows by implementing standardized review processes, clarifying metrics, achieving a quantifiable reduction in average contract TAT.
- Automation & Technology Adoption: Led the implementation and adoption of industry standards automations improving efficiency and TAT with specific Ops processes.
- Standardization: Developed and enforced standardized contract templates, clause libraries, and workflows for speciality PODs minimizing errors and accelerating processing reducing review cycles.
- Centralized Repository: Established and maintained a secure and easily accessible central repository for contracts, improving retrieval times.
- Clear Roles & Responsibilities: Defined and communicated clear roles and responsibilities for Ops leads, TL's and SMEs for contract management daily operations.
- Performance Monitoring & Metrics: Established and tracked key contract management metrics such as TAT, compliance rates, and renewal success, providing insights for process improvement.
- Risk Identification & Assessment: Implemented processes to identify and assess potential legal, financial, and operational risks.
- Compliance Assurance: Effective collaboration with the QA team ensuring all contracts complied with relevant policies, regulations, and internal policies, achieving quantifiable compliance rate.
- Change Management: Training team developed and implemented processes for managing contract amendments and changes, ensuring compliance and clear communication across stakeholders.
- Performance Management: Monitored the performance of key contracts against agreed-upon terms and proactively addressed any deviations or issues.
- Reporting & Insights: Prepared and presented Weekly, Monthly and Quarterly reports and insights with Clients highlighting key trends and recommendations.
- Continuous Improvement: Championed a culture of continuous improvement within the contract management function by conducting regular process reviews, soliciting feedback.
Manager - Training & Quality
HCL Technologies Ltd
03.2020 - 06.2022
- Drove and sustained CTQ (Critical to Quality) / CTP (Critical to Process) targets for major accounts across global locations (Manila, India, Austin, Krakow, Mexico).
- Strategically developed processes using technology, strategy, and methodologies to achieve efficiency.
- Spearheaded process improvement initiatives and transitioned systems.
- Reviewed internal QA and Training processes for adherence to defined guidelines.
- Established strong working relationships with client services and vertical/portfolio owners.
- Conducted trend analysis of quality reports to identify training needs.
- Performed benchmarking and developed supplemental training material.
- Deployed feedback and close-looping mechanisms.
- Managed and analyzed quality metrics (Gauge RnRs, RTRs, Calibration, Variation, Sampling, FMEA).
Manager - Training & Quality
Concentrix Daksh Services Pvt Ltd
11.2018 - 03.2020
- Led a team of Training & Quality managers (AM/DM) to deliver on key financial and business metrics for a 1300+ HC Content Moderation Business.
- Executed end-to-end T&TQ projects to improve key performance areas in collaboration with stakeholders.
- Identified and assessed future and current training needs through analysis and consultation.
- Developed training and development plans and deployed various training methods.
- Conducted effective Induction and Orientation sessions.
- Monitored and evaluated training program effectiveness and ROI.
- Managed training budget.
- Successfully led two business Ramps.
- Improved GS (External) Quality scores for key LOB's applying Quality Tools and Techniques.
- Applied SWOT analysis on processes not meeting quality thresholds.
- Achieved major improvement in Training First pass % in 2019 compared to 2018.
Assistant Manager - Training
IGT (Interglobe Technologies Pvt Ltd)
04.2016 - 07.2018
- Achieved Six Sigma Green Belt certification through successful completion of the SITA IT CSD Quality Improvement Project.
- Successfully completed the WEBJET (Travel Giant) Australia IT Server Monitoring effectiveness plan.
- Improved Expedia Hotels (APAC) Training Throughput% and First Pass Accuracy (FPA)% within 45 days of project initiation.
- Enhanced Business Email Writing Skills for advisors supporting US-based Princess Cruise and Carnival Cruise lines, demonstrating a drastic improvement in email quality.
- Successfully executed a Sales Improvement Plan for Yatra.com (Indian travel portal).
- Improved Voice of the Customer (VOC) / CSAT (Customer Satisfaction) for Clear Trip India.
- Led a Financial Loss Control project for WEBJET Australia (Leading Travel Portal), achieving significant improvement within one quarter.
- Improved CSAT and Average Handling Time (AHT) for Goibibo Flights and Hotels.
- Enhanced CSAT, Repeat %, and AHT for Expedia APAC Hotels.
Process Trainer
IGT (Interglobe Technologies)
07.2012 - 03.2016
Advanced Resolution Expert & Virtual Process Trainer
DIS (Dell International Services)
10.2007 - 07.2012
Education
MBA - Project Management
SMU
Bachelors - Tourism
IGNOU
3-Year Civil Engineering Diploma - undefined
IP University
Intermediate - Class XII
K.V No - 3
High School - Class X
K.V No - 3
Skills
- Fitness Enthusiast
- Hardworking & Self-Disciplined
- Future-Minded
- Self-Motivated with High Personal Integrity
- Strong Indulgence in Current Affairs
- Organized & Patient
- Strong Learning Acumen
Extra-Curricular Activities
Participated in sports competitions Hosted shows Conducted employee engagement activities
Disclaimer
I hereby declare that the information provided in this resume is accurate and truthful to the best of my knowledge., 04/22/25, Gurgaon
Personal Information
- Date of Birth: 03/10/84
- Nationality: Indian
- Marital Status: Married
Timeline
Sr. Manager - Operations
HCL Technologies
07.2022 - Current
Manager - Training & Quality
HCL Technologies Ltd
03.2020 - 06.2022
Manager - Training & Quality
Concentrix Daksh Services Pvt Ltd
11.2018 - 03.2020
Assistant Manager - Training
IGT (Interglobe Technologies Pvt Ltd)
04.2016 - 07.2018
Process Trainer
IGT (Interglobe Technologies)
07.2012 - 03.2016
Advanced Resolution Expert & Virtual Process Trainer
DIS (Dell International Services)
10.2007 - 07.2012
Bachelors - Tourism
IGNOU
3-Year Civil Engineering Diploma - undefined
IP University
Intermediate - Class XII
K.V No - 3
High School - Class X
K.V No - 3
MBA - Project Management
SMU
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