VIVEK ARYA

Dynamic and results-driven Senior Operations Manager with over 13 years of comprehensive experience in driving operational excellence and leading high-performing teams within diverse industries. Proven track record of developing and implementing strategic initiatives that streamline processes, enhance productivity, and achieve organizational goals. Adept at managing large-scale projects, optimizing resource allocation, and fostering a culture of continuous improvement. Exceptional leadership and communication skills, with a talent for building strong relationships with stakeholders and motivating teams to exceed performance targets.

• Strategy & Planning: Formulate strategies to enhance customer service operations.
• Team Leadership: Oversee recruitment, training, and development of customer service teams.
• Client Management: Ensure adherence to SLAs and manage client relationships.
• Operational Efficiency: Oversee daily operations, resource allocation, and crisis management.
• Bottom Quartile Management: BQM to improve the performance of individuals by providing enough support.
• Internal & External Business Reviews: To gauge current performance, identify areas of improvement and continuous business improvement & growth.
• Quality Assurance: Implement quality assurance processes and ensure compliance.
• Data Analysis: Analyze performance data and prepare reports.
• Technology Utilization: Utilize technology to improve service delivery.
• Budget Management: Manage operational budgets and control costs.
• Stakeholder Communication: Collaborate with internal and external stakeholders.
• Continuous Improvement: Promote a culture of continuous improvement and innovation.

• As an Associate - Awarded 10 times for best monthly performance.
• As a Team Leader - Awarded 2 times for best monthly performance.
• As an Associate Manager - Awarded 3 times for best monthly performance.
• Received certificate of appreciation for contributing to COPC certification.
• Completed Altitude (as an advisor) and Star Certification Program (as a Team Leader) successfully.

• Travelling
• Movies / TV Shows
• Cricket

• Six Sigma Black Belt Certification - 12 May 2018