Vinjul Chhabra
Delhi
Summary
Operations Service Manager with over 9 years of experience in global operations and test center delivery, leading and developing multi-region teams. Demonstrated success in driving team performance, ensuring operational readiness, and managing complex security and operational escalations. Strong client-facing leader with experience in quarterly business reviews, performance assessments, and Salesforce-driven reporting to support operational excellence.
Overview
9
9
years of professional experience
Work History
Operations Service Manager
Prometric Testing Pvt. Ltd.
03.2025 - Current
- Lead and manage a 7-member Operations Readiness Team (ORT), supporting global test centers across a 21-hour operational window.
- Own end-to-end operational readiness, quality, and security compliance for assigned test center portfolios.
- Serve as the primary client-facing manager, leading post-administration reviews, QBRs, and stakeholder discussions.
- Prepare and present administration, quarterly, and annual performance reports, highlighting trends, risks, and corrective actions.
- Oversee training, certification readiness, and staffing governance to ensure exam preparedness ahead of all administrations.
- Manage all security, compliance, and operations escalations, ensuring root-cause analysis, and timely resolution.
- Govern Salesforce data accuracy and reporting, ensuring 100% compliance through audits and team oversight.
- Conduct regular team reviews, coaching, and performance evaluations, driving accountability, and continuous improvement.
- Support business expansion and client growth initiatives through data-driven operational insights.
- Lead the IRS exam delivery project, coordinating the identification and deployment of U.S.-based Prometric staff to administer IRS exams across multiple countries.
- Partner with HR, vendors, and immigration agencies to manage end-to-end logistics, including visa processing, documentation, travel, accommodation, and country-specific compliance.
- Collaborate with external vendors, such as VFS Global, WR Immigration, airlines, and hotel partners, to ensure timely staff mobility and successful exam delivery.
- Ensure seamless on-ground execution of IRS exams at Prometric test centers by aligning staffing, security, and operational readiness.
- Primarily support CFA and UKVI programs, while also delivering operational readiness and support for LSAC, NBME, ETS, and other global clients.
Operations Team Lead
Prometric Testing Pvt. Ltd.
02.2022 - 03.2025
- Managed teams of 20+ employees, ensuring delivery against operational KPIs, SLAs, and quality benchmarks.
- Defined execution plans, assigned cross-functional tasks, and tracked progress against business goals.
- Improved operational performance and survey scores through targeted process improvements.
- Generated and presented daily, weekly, monthly, and quarterly performance reports.
- Conducted monthly performance reviews and progress meetings with teams and stakeholders.
- Mentored emerging leaders and supported succession planning initiatives.
Operations Service Specialist
Prometric Testing Pvt. Ltd.
08.2019 - 02.2022
- Conducted remote audits of North America test centers to ensure compliance with Prometric security standards.
- Investigated candidate complaints, misconduct cases, and security breaches using DVR tools (Hikvision, Truvision).
- Supported test centers across NA & EMEA regions during critical exam events.
- Applied SOPs aligned with regional regulations to resolve security incidents.
- Contributed to product testing and rollout during pandemic-driven remote testing initiatives.
- Trained and mentored new hires and supported process transitions (Paragon integration).
- Achievements: Awarded Got Praise for consistent high performance.
Senior Process Associate
Cognizant Technology Solutions
10.2016 - 08.2019
- Supported Google My Business operations, managing tickets related to Maps and business listings.
- Troubleshot data conflicts and verification issues using internal Google tools.
- Supported onboarding initiatives and assisted team productivity and SLA adherence.
- Prepared and presented Weekly Business Reviews (WBRs).
- Achievements: Ace of Rookies Award – 2 times.
- (Google Process)
Education
B.Tech - Computer Science
Amity University
Noida01.2016
Skills
- Salesforce data governance
- Data analysis and reporting
- Dashboards and actionable insights
- Security audits and compliance
- Investigations and risk management
- Client engagement and QBRs
- Executive presentations
- Performance management and team leadership
- Process optimization and operational excellence
Languages
French
Beginner
A1
Accomplishments
Awarded, got praise for successfully achieving and renewing client contracts through consistent delivery and stakeholder engagement.
Affiliations
Partnered with HR to drive employee engagement through festive celebrations and structured team-building initiatives.
Timeline
Operations Service Manager
Prometric Testing Pvt. Ltd.
03.2025 - Current
Operations Team Lead
Prometric Testing Pvt. Ltd.
02.2022 - 03.2025
Operations Service Specialist
Prometric Testing Pvt. Ltd.
08.2019 - 02.2022
Senior Process Associate
Cognizant Technology Solutions
10.2016 - 08.2019
B.Tech - Computer Science
Amity University