JIRA
Vipin Dwivedi
Sr. Business Operations Manager
Bengaluru,KA
Summary
Astute Business Operations Manager focused on supporting cross-functional teams to increase customer satisfaction through process improvements. Respectful and respected professional with exceptional knowledge of developing strategic plans for service excellence.
Overview
10
10
years of professional experience
8
8
Certifications
2
2
Languages
Work History
Sr. Business Operations Manager
Bione Ventures Pvt Ltd
Bangalore, Karnataka
02.2020 - Current
- Managing and handling the day-to-day planning and operations of a team of 25 members from varied backgrounds to meet the required level of competency, service level components, standards and targets.
- Devising, deploying and monitoring processes to boost long-term business success
- Monitoring, analyzing and reporting operational and performance drivers across the business that support our overall GTM, including insight into data, working with key customers & partners and other important stakeholders across the business to optimize and refine plans to drive and deliver better efficiency, value and of course revenue to the business
- Regularizing client interface and communication to ensure deliverables as per agreed SLA
- Working on multiple cross-border and confidential programs including country launches, precision improvement, device launches, and VP/director level goals representing the operations team.
- Independently handling new client acquisition,especially high-profile clients, business development and client servicing
- Exploring business potential, market opportunities & clientele to secure profitable business volumes
- Building, managing, and applying operational strategies to remove roadblocks, handle exceptions and improve efficiencies
- Building and leading relationships with cross-functional team members, including Business Development, Product, Technology, Content and Finance to shape a well-coordinated strategy and execution plan
- Monitoring, reviewing, and analyzing client-specific scope changes and developments, and implementing correct strategies to enhance client satisfaction and technical proficiency
- Providing analytical and execution support to the organization's growth initiatives, including opportunity sizing and business model development
- Driving operational efficiency by continually refining operational processes and building performance related scorecards
- Overseeing customer account management, including negotiating contracts and agreements to maximize profit
- Creating a progress report of monthly/quarterly initiatives for internal and external stakeholders
- Developing new business with existing clients and identifying areas of improvement to increase Revenue.
Business Operations Manager
Bione Ventures Pvt Ltd
Bangalore, Karnataka
10.2019 - Current
- Superintended and trained a team of 4-10 members as per company requirements
- Executed proper collaboration among multiple delivery fulfillment centers/operations
- Managed vendors and various stakeholders for the smooth functioning of operational processes
- Identified and fabricated automated solutions for manual processes using data insights
- Created dashboards to measure execution success of programs
- Provided data and analytics to the inventory health team for measuring performance metrics
- Enhanced additional revenue for the company by adding new client accounts
- Built and maintained strong, long-lasting customer relationships.
- Developed trusted advisor relationships with key accounts, customer stakeholders and executives.
Business Operations Manager
Ncrypt Ventures-Project Shivom
Bangalore, Karnataka
06.2019 - 10.2019
- Managed a diverse team of 15+ members so they work in their utmost capacity to reach company goals
- Administered the life-cycle of products from conceptualization to implementation, and supervised efficient working of all phases of product development
- Reviewed and implemented distribution channel strategies as well as developing customer retention strategies.
- Developed operational initiatives, benchmarks and metrics for standards of performance
- Ensured that the teams are using global standard policies, procedures and tools and are operating within agreed business SLAs and confidentiality standards
- Provided support to the marketing team, performed research and devised appropriate plans to improve user experience
- Supervised and assessed risks, driving efforts to address problem areas and implement contingency plans.
- Monitored risk and issues during the project and worked on action plan and mitigation.
- Successfully executed project planning, business process mapping, design, configuration, and setup of technical environment
Assistant Operation Manager
Practo Technologies Pvt Ltd
Bangalore, Karnataka
10.2018 - 06.2019
- Handled and mentored a cross-functional and cross-cultural team of 45+ members to achieve targets
- Managed OPD Cashless Insurance Networking creation team of 20+ members working in 5 metro cities
- Prioritized leads to fulfill OPD cashless doctor network gaps for Practo Plus (OPD Cashless Insurance Networking product) and for Max Bupa
- Maintained and validated doctors’ profile quality and authenticity
- Coached, mentored and helped the team in improving the processes and removing roadblocks, and ensured that all policy and procedures are followed at all levels.
- Worked towards becoming the client’s trusted advisor and moved the relationship through tactical to strategic benefit.
- Collaborated with the sales team to identify and grow opportunities within the territory.
- Assisted with challenging client requests or issue escalations as needed
- Improvised operation processes to scale performance and productivity
Lead Product Analyst
Practo Technologies Pvt Ltd
Bangalore, Karnataka
10.2017 - 09.2018
- Worked on OPD cashless network project with other insurance companies like ICICI
- Lombard, Max Bupa, Aditya Birla Health Group, Apollo Munich and many more
- Created reports about the product performance and suggest possible improvements related to the product
- Provided data-based insights and recommendations on major projects and initiatives
- Conducted and analyzed trends to uncover potential revenue opportunities and to create a better or more useful product
Product Analyst
Practo Technologies Pvt Ltd
Bangalore, Karnataka
04.2017 - 09.2017
- Involved in the product strategy, road-map devising and execution to bring products to life
- Worked closely with design, operations, engineering and testing teams in an agile
environment to launch products - Assessed the product requirements through workshops, discovery sessions and user engagement
- Translated requirements to detailed, crisp business requirements and user stories that can be used to create product specifications and architecture.
- Drove strategic projects aimed at improving the adoption of above products/ services or their individual features
Associate Product Analyst
Practo Technologies Pvt Ltd
Bangalore, Karnataka
04.2016 - 03.2017
- Worked on Product Release sign off and provided training to support teams on new product releases
- Optimized product features and enhancements as per the customer requirements
- Analyzed all detractors and sharing them with the Operations’ Managers along with the suggestions of improvement so that detractors are converted to Promoters or at least Passives
- Implemented Corrective and Preventive Actions (CAPA) to identify and analyze existing product and quality problems that may require corrective and preventive action
- Worked with product managers, architects, subject matter experts to launch new products, and design frameworks and Proof of Concepts
- Provided product training to support teams through knowledge transfer in terms of troubleshooting.
Senior Product Specialist
Practo Technologies Pvt Ltd
Bangalore, Karnataka
02.2015 - 03.2016
- Devised solutions to complex technical queries and issues related to product functionality
- Provided training to customers on adopting Practo Products
- Worked collaboratively with the engineers to fix bugs in the product
- Independently managed programs for key operational focus areas
Senior IT Executive
Clove Dental (Star Dental Centre Pvt. Ltd)
New Delhi, Delhi
06.2013 - 01.2015
- Handled and mentored a team of 5+ executive IT members to achieve targets
- Independently handled SAP Business One Version 8.82 and 9.0 and various healthcare software such as PRACTO, SARAL and Health Object
- Provided training to nontechnical colleagues on PRM, SugarCRM, Ticketing System (MANTIS), PRACTO, SARAL and Health Object
- Installed SAP systems, worked on SAP HANA database and performed SAP Materials Management
- Provided on-time resolution (LI and L2 support)/solution to SAP related problems
- Generated number series and billing series in SAP according to financial year
IT Executive
Clove Dental (Star Dental Centre Pvt. Ltd)
New Delhi, Delhi
09.2012 - 05.2013
- Managed IT operations and supported team to maintain quality service to end users
- Handled Help Desk, Desktop Hardware Support, Call Center Support, and Asset management
- Managed third party suppliers to ensure that their performance and provision of service improvements are in line with the company's expectations.
- Provided training to the users about the new applications implemented
Education
MBA - Operations Strategy & Business Process Re-Engineer
Symbiosis University
Pune, IndiaMCA - Computer Science
UPTU
Lucknow, IndiaBCA - Computer Science
CSJM University
Kanpur, IndiaSkills
Microsoft PowerPoint, Excel and Word
Relationship building and management
Strategic planning
Operations management
Staff Management
Negotiation
Effective communication
Budgeting
Infrastructure costs monitoring
Project Management
Software
Microsoft PowerPoint, Excel and Word
Certification
Six Sigma White Belt
Timeline
Sr. Business Operations Manager
Bione Ventures Pvt Ltd
02.2020 - Current
Business Operations Manager
Bione Ventures Pvt Ltd
10.2019 - Current
Six Sigma White Belt
09-2019
Six Sigma Yellow Belt
09-2019
Agile Project Management Certifications
09-2019
Scrum Fundamentals Certified (SFC)
07-2019
Software Development Fundamentals
07-2019
Web Development By Doing: HTML / CSS From Scratch
07-2019
Business Operations Manager
Ncrypt Ventures-Project Shivom
06.2019 - 10.2019
Assistant Operation Manager
Practo Technologies Pvt Ltd
10.2018 - 06.2019
Freshdesk Product Expert Certification
03-2018
Lead Product Analyst
Practo Technologies Pvt Ltd
10.2017 - 09.2018
Product Analyst
Practo Technologies Pvt Ltd
04.2017 - 09.2017
Associate Product Analyst
Practo Technologies Pvt Ltd
04.2016 - 03.2017
Senior Product Specialist
Practo Technologies Pvt Ltd
02.2015 - 03.2016
Senior IT Executive
Clove Dental (Star Dental Centre Pvt. Ltd)
06.2013 - 01.2015
IT Executive
Clove Dental (Star Dental Centre Pvt. Ltd)
09.2012 - 05.2013
Mass Awareness Rally & Thematic Events
11-2010
MBA - Operations Strategy & Business Process Re-Engineer
Symbiosis University
MCA - Computer Science
UPTU
BCA - Computer Science
CSJM University