Varun BH
Bangalore
Overview
10
10
years of professional experience
Work History
Central Operations & Program Manager
Brick & Bolt
07.2023 - Current
- Boosted Customer Satisfaction (CSAT) scores from 2.8 to 4.0 by enhancing communication, refining project processes, and improving service delivery.
- Reduced project execution delays from 72% to 12% by implementing effective delay mitigation strategies, process improvements and tech initiatives
- Achieved a 92% increase in monthly project starts, boosting from 23 to 44 projects.
- Cut fuel expenses by 21.7%, reducing costs from ₹2.3 lakh to ₹1.8 lakh (Rs. 50,000 saved monthly) by implementing clusters and optimizing resource allocation.
- Increased site visit count from 4 to 8. Increased Failed quality checks percentage from 3% to 10%.
- Worked closely with the tech team to develop and implemented 20+ new operational flows, including SE app improvements and automated payment tagging, work and payment schedule, up-sell flow, contractor change flow, Etc.
- Established and implemented several internal operational processes, set turnaround times (TAT), and assigned key responsibilities across teams and individuals, leading to enhanced efficiency and accountability.
Associate Program Manager
MFINE
09.2022 - Current
- Business structuring, SOP creation for At center team
- Accountable for order Fulfilment improvement from 55% to 64% on order level and 53% to 62% on revenue
- Responsible aligning labs to share reports with in stipulated TAT and improved the report percentage from 12% to 63%
- Improved CSAT from 4.40 to 4.45 and NPS from 60 to 66
- Built a process to quantify the leakages in order Fulfilment and reduced it by 3%
- Accountable for multiple initiatives to Improve order fulfilment and customer experience.
Operations Program Manager
BOUNCE
02.2018 - 08.2022
- Managing cross departmental projects, stakeholder management, project budgeting, planning and execution
- Analyzing issues and fixing root causes in the area of Insurance, Audit, Fraud prevention and investigation, ground operations
- TAT for the whole insurance claim procedure was reduced by 42% as a result of process optimization
- Improvements to SOP and process improvements resulted in a 10% increase in insurance claim recoveries
- A 98% success rate of failsafe KYC sign ups through third party automation was achieved as a result of recorded and addressed KYC scams
- Accountable for a 32% improvement in fleet accountability and management
- In charge of recovering assets worth more than 6 Cr entirely using data
- Star Performer for 2 consecutive Years.
Operations Manager
SKS Infrastructure Pvt Ltd
10.2014 - 02.2017
- Responsible for Project execution, Client management, vendor management, Day to day operations, Billing, Finance
- Multiple project handling
- Decreased the Project completion TAT by 10%.
Education
Bachelor of Engineering - Mechanical Engineering
RR Groups of Institute
Bangalore, India08.2014
Skills
- Inventory Management
- Program Management
- Operations Management
- Vendor Management
- SOP Development
- Cross Functional Team Leadership
- Leadership
- Customer Relationship Management
- Process Improvement
- Problem-Solving
- Project Management
- Detail Oriented
- Strategic Planning
- Team leadership and direction
- Team Development & Management
- Policy and procedure improvements
- Stakeholder Management
- Budgeting and Resource Management
- Product Development
Certificatescourses
- Microsoft Excel, 04/2020, 04/2020, Udemy
- MySql, 06/2020, 06/2020, Udemy
Timeline
Central Operations & Program Manager
Brick & Bolt
07.2023 - Current
Associate Program Manager
MFINE
09.2022 - Current
Operations Program Manager
BOUNCE
02.2018 - 08.2022
Operations Manager
SKS Infrastructure Pvt Ltd
10.2014 - 02.2017
Bachelor of Engineering - Mechanical Engineering
RR Groups of Institute