Vijay Haldikar

Partner with senior leadership to define, align, and execute operational objectives in support of overall business strategy and growth targets.

Oversee daily operational performance, proactively identifying improvement opportunities, and implementing solutions to optimize workflows and service delivery.

Drive productivity and efficiency gains by redesigning team structures, schedules, and daily work allocation models.

Support revenue growth and customer acquisition by leading the execution of integrated sales and service initiatives across operations.

Supervise, mentor, and coach Operations Managers, strengthening leadership capability, accountability, and performance ownership across teams.

Develop and maintain Power BI dashboards and MIS reports to track, analyze, and visualize key operational metrics for leadership review.

Manage end-to-end people operations, including workforce planning, recruitment, onboarding, training, scheduling, and performance management.

Lead process improvement and operational excellence initiatives to enhance efficiency, scalability, and service quality.

Collaborate with cross-functional stakeholders to ensure seamless project execution and alignment with strategic priorities.

Analyze operational data to identify trends, risks, and improvement opportunities, enabling informed, data-driven decision-making.

Create, review, and maintain SOPs and operational documentation to ensure standardization, compliance, and scalability.

Ensure strict adherence to company policies, safety standards, and regulatory requirements, mitigating operational and compliance risks.

Lead end-to-end operations for Content Services, managing 40+ executives and 3 Team Leaders, ensuring consistent delivery against SLAs and business objectives.

Drive high-value client engagements, acting as the primary escalation point to strengthen client relationships and improve retention.

Oversee day-to-day operational performance, focusing on customer satisfaction, turnaround time (TAT), productivity, efficiency, and quality benchmarks.

Implement strategies to expand business from existing clients, contributing to revenue growth through superior service delivery and client confidence.

Monitor, analyze, and enhance team performance using MIS dashboards and operational metrics to support data-driven decision-making.

Conduct process audits and evaluations across ongoing projects to identify gaps, mitigate risks, and ensure compliance with quality standards.

Lead continuous improvement initiatives, closing process gaps in coordination with process excellence teams and stakeholders.

Perform root cause analysis (RCA) for recurring issues and implement corrective and preventive actions to improve operational stability.

Plan for future organizational and capacity needs, proactively implementing scalable operational strategies.

Own and update SOPs, workflows, and training documentation to align operations with evolving business requirements.

Identify training needs, design and execute training and upskilling programs to enhance team capability and reduce dependency risks.

Prepare, review, and present quotations and cost models for pilot projects, supporting business development and client onboarding.

Ensure timely and accurate daily MIS and management reports, providing leadership with actionable operational insights.

Lead end-to-end operations for VIP Services, Grievance Desk, and Customer Relationship functions, ensuring service excellence and operational efficiency.

Manage and mentor a large, cross-functional team of executives across blended processes, driving performance and accountability.

Establish and oversee quality frameworks through regular auditing and evaluation of calls, chats, and emails.

Own key operational KPIs including CSAT, response rates, daily shrinkage, and sales performance, ensuring consistent achievement of targets.

Drive MIS governance by maintaining accurate daily reports and enabling data-driven decision-making.

Review, update, and standardize SOPs and training materials to align with evolving business and compliance requirements.

Proactively monitor and mitigate risks related to member misuse, online scams, and refund cases.

Design and deliver training, calibration, and capability-building programs to strengthen team performance.

Lead regular team briefings and performance reviews to align teams with organizational goals.

Manage managerial-level escalations with a customer-first and resolution-driven approach.

Set new operational benchmarks and drive continuous improvement initiatives across functions.