Vaseem Manzoor
Operations Manager
Mysore
Summary
A Performance driven Professional bringing in exceptional level business intelligence and record of achievements developed over 17+ Years. Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Overview
4
4
years of professional experience
8
8
Certifications
4
4
Languages
Work History
Senior Process Lead
- Manage a team size of 189 FTEs with 10 Team Leads to deliver Delivery Operations
- Manage Employee life cycle operations
- Process improvements, identifying risk areas, zero variance in process & update SOP’s & training manuals
- Refresher training, feedbacks, Team building, One on One and appraisal for the team
- Periodic weekly meetings with clients to discuss team scorecards, SLA & Timelines
- Regular data analysis for process excellence and to find scope for automation
- Plan daily volumes & resource allocation to cope up with SLA & TAT with Daily audits
- Maintain Daily Internal QC, SOP Audits, SLA reports for all the process in house.
Operations Manager (Operations Head)
ThoughtFocus Technology
10.2021 - 2 2024
- Managing end to end availability supporting infrastructure
- Manage all major incidents and problems during offshore hours and ensure they are addressed and actioned in a timely manner within SLA
- Lead Major incident management bridge calls and drive issues towards quicker service restoration
- Manage on-call rotation plan and ensure appropriate coverage during weekends and holidays
- Ensure appropriate root cause analysis is performed for all problems and avoid recurrence
- Review all changes ready for approval into pre- production & production
- Identify areas of risk to the services & manage mitigation activities and escalate as appropriate
- Identify and analyze all the existing & new process and find any opportunity for automation
- Work with Development team to build automation for any inhouse or client requirement.
- Assisted in recruiting, hiring and training of team members.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Reported issues to higher management with great detail.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Trained and guided team members to maintain high productivity and performance metrics.
- Developed systems and procedures to improve operational quality and team efficiency.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Facilitated smooth collaboration between departments through clear communication channels.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Reduced operational risks while organizing data to forecast performance trends.
- Increased profit by streamlining operations.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Analyzed and reported on key performance metrics to senior management.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Implemented quality control systems that boosted overall product consistency and reliability.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Gained extensive knowledge in data entry, analysis and reporting.
- Organized and detail-oriented with a strong work ethic.
- Proven ability to learn quickly and adapt to new situations.
- Proven ability to develop and implement creative solutions to complex problems.
Associate Operations Manager
ThoughtFocus Technology
07.2017 - 10.2021
- Managing end to end availability supporting infrastructure
- Collaborate with onsite manager and implement follow sun model for 24/7 operations
- Manage all major incidents and problems during offshore hours and ensure they are addressed and actioned in a timely manner within SLA
- Lead Major incident management bridge calls and drive issues towards quicker service restoration
- Manage on-call rotation plan and ensure appropriate coverage during weekends and holidays
- Ensure appropriate root cause analysis is performed for all problems and avoid recurrence
- Review all changes ready for approval into pre- production & production
- Identify areas of risk to the services & manage mitigation activities and escalate as appropriate
- Identify and analyze all the existing & new process and find any opportunity for automation
- Work with Development team to build automation for any inhouse or client requirement.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Managed a team of employees, ensuring optimal performance and consistent achievement of targets.
Skills
Mapping client requirement and coordinating, developing, and implementing in line with guidelines
Monitoring overall functioning of processes, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction level
Preparing MIS reports as per SLA with a view to apprise management of the process operations and assist in critical decisions making process
Assessing customer feedback, evaluating areas of improvement, and providing critical feedback to the associates/supervisors and achieving higher customer satisfaction matrices
Managing healthy relations with clients and key stakeholders across all regions, building and maintaining relationships, handle escalations and resolve any operational issues and concerns
Coordinating with the client and transition team for ensuring effective and smooth transition of new processes
- Production deadline management
- Relationship Building
- Business process reengineering
- Excellent Communication
- Teamwork and Communication
Assessing customer feedback, evaluating areas of improvement, and providing critical feedback to the associates/supervisors and achieving higher customer satisfaction metrics
Certification
Scrum Master (The Basic, Advanced & Cert Prep) – No Expiration.
Roles And Responsibilities
- Managing 16 Clients /Processes of 189 FTE’s and remotely handled 1 client with120 FTEs from Philippines location.
- Preparing the report for both internal/external stakeholders
- Escalation’s handling
- Process Documentation
- Process Training
- Error Feedback
- Performance Review of Team Members
- Process Improvement
- Identifying and Implementing process improvement.
- Studying & Identifying Processes which can be automated.
- Annual Appraisal review and budget allocation.
- Hiring – Operations rounds
Core Projects
- Real estate Flood Mortgage Insurance
- Real Estate Tax Services (Search and Outbound Calling)
- Finance
- Pole Loading Analysis
- Criminal Background Verification
- Mortgage Services – Loan verification
- Title Search – Single owner/Multiple Owner search
- GIS – Mapping using MapInfo, ArcGIS
Additional Responsibilities
- Part of Risk Compliance team for the entire engagement.
- Performance management for entire engagement.
- Assisting sales team in getting new business to the company, database management, SME.
- Monthly SLA and volume report for engagement.
- Part of recruitment team for the engagement.
- Leading automation team to develop production & training tool.
- One on One and appraisal for the team.
Senior Process Lead
189, 10, Manage a team size of 189 FTEs with 10 Team Leads to deliver Delivery Operations., Manage Employee life cycle operations., Process improvements, identifying risk areas, zero variance in process & update SOP’s & training manuals., Refresher training, feedbacks, Team building, One on One and appraisal for the team., Periodic weekly meetings with clients to discuss team scorecards, SLA & Timelines., Regular data analysis for process excellence and to find scope for automation., Plan daily volumes & resource allocation to cope up with SLA & TAT with Daily audits., Maintain Daily Internal QC, SOP Audits, SLA reports for all the process in house.
Significant Accomplishments
- Handled ThoughtFocus Philippines operations team of 120 FTEs from India Location.
- Successfully did 5 major Onsite Transitions (new clients/Process)
- Have successfully got trained in Onsite on processes, and back in India have successfully imparted training to new joinees and completed the process documentation for all the transition processes.
- Successfully did 4 transition & trained offshore team for new clients/Process.
- Have successfully got trained by onshore team on processes via WebEx and have successfully imparted training to new joinees and completed the process documentation for all the transition processes.
- Created Performance dashboard across the company to bring all the projects/Processes under one platform at all levels (Associate/Team Lead/Supervisors/Manager’s/Higher level), outlined and prepared Demo per requirement, and with the help of Development team created a tool and implemented successfully.
- Managed
- Ramp up of team size from 6 FTEs to 54 FTEs for flood Insurance over a period of 18 Months.
- Acquired 4 process (clients) which were handling by our competitors in the market.
- Multiple awards for the best Team lead, Outstanding Team Lead, Top performer of year.
Personal Information
- Passport Number: K8371206
- Date of Birth: 07/20/1982
- Nationality: Indian
- Marital Status: Married
Key Results Areas
- Supervise and lead a group of process specialists to meet the required daily objectives.
- Organize, monitor, and drive quality of team’s work and assist in department training and reporting.
- Manage team cases to ensure all timeliness are being met. Coordinate with legal counsel/trustee to ensure all necessary back-office support is being provided to include direct engagement to handle escalations and or exceptions to process.
- Arrange and perform periodic meetings with internal departments that have direct impact on default management outsourcing to ensure communication lines are open.
- Coordinate department activities with the manager to include workflow monitoring, process improvement, training, reporting and special projects.
Timeline
Operations Manager (Operations Head)
ThoughtFocus Technology
10.2021 - 2 2024
Associate Operations Manager
ThoughtFocus Technology
07.2017 - 10.2021
Senior Process Lead
Scrum Master (The Basic, Advanced & Cert Prep) – No Expiration.
Six Sigma – Green Belt – No Expiration.
PCI Compliance (Payment Card Industry) Simplified Certification
Secure Coding Series: Injection Attacks and How to Avoid Them
2019 Kevin Mitnick Security Awareness Training
Secure Coding Series: Data Security
Secure Coding Series: Secure Session Management
Secure Coding Series: Authentication and Authorization