Vinayak Salvi

Project & Operations Management

• Spearheaded end-to-end project management from initial business transition to post-go-live handover, ensuring alignment with client SLAs, financial objectives, and quality standards. Delivered projects on time and within budget, while maintaining strong client relations.
• Developed detailed process maps and SOPs to streamline operational activities, driving process consistency and minimizing errors during production activities, resulting in enhanced operational efficiency.
• Created monthly billing forecasts, tracked actual billing revenue, and ensured billing targets were met. Managed cost control by monitoring financial variances and implementing corrective measures to align with business profitability goals.
• Led the planning, creation, and delivery of weekly, monthly, and quarterly business performance reviews for senior leadership and clients. Collaborated with internal teams to ensure adherence to SLAs, risk mitigation, and business continuity plans.

Quality Assurance & Process Improvement

• Implemented a robust quality management framework, including checklists and FMEA (Failure Mode and Effect Analysis), to identify and resolve process inefficiencies before transitioning projects to live operations, ensuring seamless execution and client satisfaction.
• Designed and executed process improvement initiatives focused on automation and resource optimization using Six Sigma and Agile methodologies, leading to significant reductions in operational waste and enhanced process maturity.
• Championed business transformation efforts by ideating, validating, and implementing value-add projects that improved client services, increased user experience, and positively impacted brand perception.

Client Engagement & Relationship Management

• Acted as the single point of contact (SPOC) for client project escalations, addressing concerns swiftly and managing expectations throughout the project lifecycle, ensuring high levels of client satisfaction.
• Shared insights with clients on business trends, application improvements, and opportunities for operational enhancement, fostering a collaborative environment and positioning the business as a strategic partner.
• Played a pivotal role in managing client access security, ensuring timely revocation of access, and monitoring adjustments for role changers to mitigate security risks and ensure compliance with company policies.

Team Leadership & Talent Development

• Led cross-functional teams, including Team Leaders (TLs), QAs, and Trainers, to drive performance and productivity, ensuring SLAs and project goals were consistently met or exceeded.
• Managed 24/7 rotational shift operations, capacity planning, and resource scheduling to meet business demands effectively. Delivered accurate forecasting, rosters, and daily schedules, optimizing resource utilization and minimizing operational costs.
• Conducted hiring and redeployment efforts, interviewing candidates for operational roles and finalizing selections in collaboration with HR to meet staffing requirements. Managed career aspirations and role rotations to align talent development with business needs.
• Fostered a positive team environment through regular one-on-one meetings, skip-level interactions, and engagement activities, ensuring high employee satisfaction, low attrition rates, and green employee satisfaction surveys.

Risk & Compliance Leadership

• Served as the Risk & Compliance Lead, overseeing adherence to CDP, Information Security, and other governance protocols across multiple projects. Ensured strict compliance with roll-on/roll-off procedures, access controls, and audit readiness.
• Managed the entire Roll-On and Roll-Off process, including the setup of client IDs, system access enablement, and CDP acknowledgment. Ensured timely completion of exit formalities, client data cleanup, and access revocation to maintain security.
• Developed and maintained comprehensive operational trackers, access control logs, risk compliance artifacts, and project documentation, ensuring audit readiness and transparency.

Financial and Operational Efficiency.

• Led initiatives to control operational costs related to transportation, employee expenses, and capability development, ensuring business profitability by implementing cost-saving measures.
• Actively participated in the development and execution of annual budgets for salary increments, promotions, and team engagement activities. Ensured alignment with financial goals and avoided budget overruns.
• Provided financial oversight by tracking project FTE attendance and ensuring alignment between actual costs and projected costs, preventing overcharges and ensuring accurate time and expense reports.

Training and Knowledge Transfer

• Led knowledge-sharing initiatives, including new hire onboarding, refresher training, and client-specific Service Rehearsal Testing (SRT), ensuring that all team members were equipped to meet operational and client demands.
• Delivered training on process updates, quality assurance frameworks, and client-specific requirements, ensuring seamless knowledge transfer and consistent performance across the team.

Business Strategy & Continuous Improvement.

• Contributed to strategic business growth by identifying new opportunities for improvement and presenting actionable insights to clients that enhance brand image, improve user experience, and ensure alignment with business objectives.
• Drove operational maturity within departments, leveraging internal tools and methodologies to help clients achieve business goals while providing expert guidance on matured projects.

• Coordinated team activities and delegated tasks to ensure efficient completion of projects.
• Developed strategies for problem solving and conflict resolution among team members.
• Conducted regular performance reviews to assess individual team member progress.
• Created training materials and conducted group trainings on new processes or procedures.
• Helped the team to assist customers (seller's) with difficult technical issues via email.
• Provided coaching and feedback on employee performance, encouraging professional development.
• Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.

• Performed various customer service functions at the airport i.e.
• Check-ins, meet and assist.
• Handling departures at the boarding gates as a Gate leader in compliance with company policies and procedures.
• Proven track record of on time performance (OTP) for maximum flight departures being assigned.
• Handling DNB on overbooked flights and providing DNB compensation as per the sector.
• Meet arriving flights and assist guests with special needs and any request as needed.
• Personally, dealt with denied boarding, off-loaded and irate guests.
• Capable to handle and arrange formalities for guests with special needs-disable-minor.
• Coordinate with airport authorities, flight supervisor.
• Ensured safe/efficient operation of all activities at the airport.