Vijin Balan
Bangalore
Summary
Dynamic Operations Manager with a proven track record at Omega Healthcare, excelling in client management and data analysis. Recognized for enhancing team performance and achieving project goals through innovative solutions. Adept at process optimization and fostering a collaborative environment, consistently delivering exceptional results and high customer satisfaction.
Overview
13
13
years of professional experience
Work History
Operations Manager
Omega Healthcare
Bangalore
02.2025 - Current
- Oversaw tier 1 project for Omega Healthcare - NYU Grossman, ensuring adherence to deadlines.
- Led a diverse team of 126 users, supported by six team leads, to achieve project objectives.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified theneeds of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Utilized various software and tools to streamline processes and optimize performance.
Operations Manager
Waterlabs AI
Bangalore
09.2023 - 02.2025
- Currently handling a team of 107 members with 5 Team leads
- Planning on monthly projections
- Preparing the monthly Invoice Report
- Direct point of contact to the client for any quality and productivity escalations
- Sending progress reports to the client every week
- Preparing agenda for weekly client conference call
- Planning on the Shrinkage and Attrition
- Reviewing the time management report
- Having feedback sessions on weekly and monthly for the low performers
- Having regular meetings with Quality Team & Team Lead to know the day to day activities.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Exceeded team goals by partnering with staff to share and implement customer service initiatives.
- Trained employees on optimal processes and use of equipment to boosting department productivity.
- Streamlined operations to consistently deliver on targets.
Assistant Manager
Omega Healthcare
Bangalore
04.2022 - 09.2023
- Employed outstanding communication and relationship-building abilities to lead by example in providing first-class customer care.
- Established monthly goals, communicated priorities to staff, and closely tracked progress to achieve success.
- Maintained a positive, professional working environment to optimize staff and customer satisfaction.
- Generated strategic weekly Key Performance Indicator (KPI) targets, motivating and incentivizing staff to continually achieve and exceed expectation.
- Implemented staffing strategies to secure qualified personnel to meet business demands.
- Trained and helped less experienced staff manage workloads and assignments, facilitating fulfilment of organizational objectives.
- Supervised and delegated tasks to employees to meet key productivity targets.
- Helped senior management plan and carry out daily operations and meet key objectives.
- Completed Graduation in Future Leader program which was Nominated and sponsored by the company for management training and have a good understanding of People Management, Client Management, Conflict Management
Process Lead
Omega Healthcare
Bangalore
10.2020 - 03.2022
- Based on the Client Priorities assigning tasks to the front-line employees and getting the job done with adequate follow ups
- Participating in client calls, discussing on the progress and issues identified on regular intervals
- Maintaining healthy relationship by effective and timely communication
- Executing new ideas & thoughts for the new business & measuring it's parameters for better outcomes
- Working closely with the staffs, understanding the problems and coming with effective measures to reduce the attrition
- Sharing innovative ideas to mitigate the issues
- Preparing agenda for weekly client conference call
Team Leader
Omega Healthcare
Bangalore
08.2017 - 09.2020
- Team Management: Handling a team of 35 members with 6 QCA's
- Planning on monthly projections
- Planning on the Shrinkage and Attrition
- Having feedback sessions on weekly and monthly for the low
- Always working towards the results which Delight the Customer
- QCA, Omega Healthcare
Quality Control Analyst
Omega Healthcare
Bangalore
02.2016 - 08.2017
- Taking care of quality, in the work done by the frontline employees
- Providing the required training to mitigate the quality issues
- Conducting regular assessments to understand the learning on training provided
- Identifying the root cause of an issue, working towards it and make sure the same is not being repeated
- Sharing the Daily, Weekly & Monthly quality reports to the staffs including management
Senior AR Executive, Executive
Omega Healthcare
Bangalore
05.2015 - 02.2016
- Completing the tasks assigned by the TL on daily basis with the expected quality
- Denial management
- Helping the new joiners to learn the process when they are made to sit beside for OJT
- Identifying trends and taking it to Team Lead's attention
- AR
AR Executive
EXL
Kochi
11.2013 - 04.2015
- Completing the tasks assigned by the TL daily with the expected quality
- Denial management
AR Executive
Sys Information
Mysore
08.2012 - 07.2013
- Studied Medical Billing Terminologies
- Denial Management
Education
Bachelor of Commerce (BCom) - Accounting
Indian Virtual University for Peace and Education
Bengaluru, KA01.2018
2nd PUC -
SBRR Mahajana PU College
Mysore, KA03.2009
10th SSLC -
Chinmaya Vidyalaya Jayalakshmi Puram
Mysore, KA03.2007
BBM -
SBRR Mahajana First Grade College
Mysore, KASkills
- Ability to work under pressure
- Quick learner
- Analytical problem solving
- Client management
- Inventory management
- Data analysis
- Process optimization
- Quality assurance
- Planning and implementation
- Cost reduction
- Decision-making
Accomplishments
• Moved out of production within 8 months of joining, and promoted to Quality Control.
• Promoted to Team Lead within 1 year after becoming QCA.
Awarded STAR LEAD for two consecutive quarters and a one-time Assistant Manager.
• An increase in collection from $6M to $11M.
• Promoted to Team Lead within 1 year after becoming QCA.
Awarded STAR LEAD for two consecutive quarters and a one-time Assistant Manager.
• An increase in collection from $6M to $11M.
Hobbies and Interests
- Watching TV
- Listening to music
- Travelling
Languages
- English
- Hindi
- Malayalam
- Kannada
Timeline
Operations Manager
Omega Healthcare
02.2025 - Current
Operations Manager
Waterlabs AI
09.2023 - 02.2025
Assistant Manager
Omega Healthcare
04.2022 - 09.2023
Process Lead
Omega Healthcare
10.2020 - 03.2022
Team Leader
Omega Healthcare
08.2017 - 09.2020
Quality Control Analyst
Omega Healthcare
02.2016 - 08.2017
Senior AR Executive, Executive
Omega Healthcare
05.2015 - 02.2016
AR Executive
EXL
11.2013 - 04.2015
AR Executive
Sys Information
08.2012 - 07.2013
Bachelor of Commerce (BCom) - Accounting
Indian Virtual University for Peace and Education
2nd PUC -
SBRR Mahajana PU College
10th SSLC -
Chinmaya Vidyalaya Jayalakshmi Puram
BBM -
SBRR Mahajana First Grade College