Summary
Overview
Work History
Education
Skills
Personal Information
Affiliations
Accomplishments
Languages
References
Timeline
Generic
Vijay Kumar

Vijay Kumar

Bangalore

Summary

  • A competent professional with over 15 years of experience in Business Operations, Project transition, Client servicing, Business Process Engineering, and transition management
  • Managing an entire business and overseeing the activities of a work group
  • An effective communicator with excellent presentation, negotiation, relationship management and leadership skills
  • Proficient in developing and delivering modules on Product & Soft Skills
  • Deftness in monitoring delivery of high-quality customer experience, elevating customer satisfaction, while adhering to the SLA's
  • Excellent interpersonal, communication and organizational skills with proven abilities in team management and customer relationship management
  • Proficient at running successful process operations & experience of developing procedures, service standards for business excellence
  • Self-motivated Operations Manager successful in collaborating with consultants, area leaders and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques.
  • Dedicated and organized operations manager with several years of experience using proven planning and support initiatives to cut costs, streamline operations and increase productivity. Decisive and resourceful team builder versed in sales, management and process improvement. Possesses in-depth industry trend knowledge and shifts to offer valuable insights on opportunities for new growth and business expansion.

Overview

17
17
years of professional experience

Work History

Operations Manager

Concentrix Daksh Pvt Ltd
Bangalore
11.2010 - Current
  • Currently associated with Concentrix Daksh Pvt Ltd as a Operations Manager
  • A competent professional with over 15 years of experience in Business Operations, Project transition, Client servicing, Business Process Engineering, and transition management
  • Managing an entire business and overseeing the activities of a work group
  • An effective communicator with excellent presentation, negotiation, relationship management and leadership skills
  • Proficient in developing and delivering modules on Product & Soft Skills
  • Deftness in monitoring delivery of high-quality customer experience, elevating customer satisfaction, while adhering to the SLA's
  • Excellent interpersonal, communication and organizational skills with proven abilities in team management and customer relationship management
  • Proficient at running successful process operations & experience of developing procedures, service standards for business excellence.

Asst. Manager

Concentrix Daksh Pvt. Ltd.
Bangalore
06.2017 - 12.2019
  • Apart from People & Performance management was part of transition
  • Key in charge for creating & signing off SOPs till delivery
  • Conceptualizing project improvement initiatives by identifying and tracking high risk areas, implementing risk mitigation and contingency plans as needed
  • Effectively handling escalations and customer complaints and resolving them and thereby, ensure there is no breach in agreed SLA
  • Maintaining constant communication with the management on the status of troubled clients and try to resolve them at the earliest
  • Part of hiring team & used to conduct interviews to onboard resources
  • Preparing MIS reports to provide feedback to top management on business operations & quality management
  • Managing Risk & compliance as per business requirements People Engagement Activities
  • Providing process improvement ideas for process simplifications/automation and identifying controls to minimize the client/ customer escalations
  • Good knowledge on preparing the route cause analysis for any challenging situations
  • Good problem-solving and decision-making skills
  • Capacity to work under pressure situations and meet deadlines
  • Handled 5 SME's (Collections Account 32 FTE Agents)
  • Currently Managing 12 Team leaders (HSBC Customer support 161 FTE Agents).

Customer support advisor

Mphasis an HP Company
Bangalore
09.2007 - 06.2009
  • Responsible for performance metrics of team members
  • Involved in Taking Inbound Calls
  • Providing Rightful Information On Customer's Tariff Plans
  • Ensuring higher level of customer satisfaction by meeting SLA targets
  • Trained new recruits and was involved in product testing
  • Got promoted as Quality Analyst (July 2014)
  • Generating reports and following a data-based approach for analyzing tasks on operational metrics such as Quality, Knowledge Measures and Coaching's.

Deputy Manager

Concentrix Daksh Pvt. Ltd.
Bangalore
01.2019
  • Leadership - Manage a team of Team Leaders
  • Manage a team of at least 100-150 executives supporting Voice/Non-Voice operations
  • Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
  • Establish & Manage Relationships / Engagement with the Clients
  • Oversee team - organize resources, set goals, carry out strategy from Executives and client on a day-to-day basis, reporting responsibilities
  • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
  • Maximize revenue generation to reach long and short-term financial projects (i.e
  • Data collection for billable/non-billable hours, forecasting, budgeting, etc.)
  • Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements
  • Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
  • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
  • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
  • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
  • Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM - and partner to define action plans that resolve issues and drive continuous improvement
  • Implement best practices and over-delivery for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and adjust meet changing requirements
  • Attend business reviews with the client
  • Manage & control attrition keeping it to the minimum and plan for timely back fills
  • Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity and teamwork
  • Provide advice and assistance to senior management in planning, implementation and evaluation of existing operations
  • Systems and procedures
  • Take weekly and monthly calls with clients to understand the expectations from the teams and provide updates
  • Ensure that all audit related issues are ended
  • Identify and drive continuous improvements and initiatives in the process
  • Coach & mentor Team leads, enabling them to lead their teams effectively
  • Hire leads and managers, train, conduct inductions, manage employee & client satisfaction scores, performance Appraisals and attrition management
  • Ensure that all internal customer queries are followed up on a timely basis
  • Collaborate with internal teams, inter departments, cross functions across locations
  • Be the Key contact for all problems and queries with specific business assigned.

Education

Bcom - Commerce

C V Raman University
Bengaluru

PUC -

Oxford IND PU College
Bengaluru

SSLC -

St Patrick’s Boys High School
Bengaluru

Skills

  • Sound analytical and reporting skills
  • Coaching and mentoring abilities
  • Interviewing Skills
  • Strong decision making and problem-solving skills
  • Great Vision towards new ideas
  • Financial Management
  • Inventory Management
  • Process Improvement
  • Organizational Management
  • Customer Service
  • Performance reporting
  • Program Administration
  • Business Development
  • Customer Retention
  • P&L Management
  • Performance monitoring
  • Production
  • Contract Management
  • Workflow Optimization
  • Team Leadership
  • Risk Management
  • Process improvement strategies
  • Customer relations specialist
  • Team Building/Leadership
  • Schedule Management
  • Troubleshooting and problem solving
  • Case Management
  • Delegation
  • Goal attainment

Personal Information

  • Title: OPERATIONS MANAGER
  • Date of Birth: 09/16/88

Affiliations

  • Exposure to Six Sigma Methods
  • Yellow belt obtained
  • Emotional intelligence

Accomplishments

  • Best Manager award for 2 years in a row
  • Best transition specialist award - UK transitions
  • People champ award

Languages

Kannada
First Language
English
Advanced (C1)
C1
Telugu
Proficient (C2)
C2
Tamil
Advanced (C1)
C1
Hindi
Proficient (C2)
C2

References

References available upon request.

Timeline

Deputy Manager

Concentrix Daksh Pvt. Ltd.
01.2019

Asst. Manager

Concentrix Daksh Pvt. Ltd.
06.2017 - 12.2019

Operations Manager

Concentrix Daksh Pvt Ltd
11.2010 - Current

Customer support advisor

Mphasis an HP Company
09.2007 - 06.2009

Bcom - Commerce

C V Raman University

PUC -

Oxford IND PU College

SSLC -

St Patrick’s Boys High School

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Vijay Kumar