Vivekkumar Tripathi
Team Manager/Team Leader Operations
D2/108, Indraprabha Housing Society, Vikas Nagar, Dehu Road, Pune
Summary
Results-driven management professional with proven track record of fostering team collaboration and driving results. Consistently delivers on organizational goals through effective leadership and adaptability. Developed leadership and organizational skills in fast-paced environment, managing diverse teams and driving project success. Demonstrated ability to adapt and solve problems effectively, ensuring smooth operations and team cohesion. Looking to transition into new field by leveraging these transferrable skills.
Overview
20
20
years of professional experience
2006
2006
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Team Manager (Logistics and Supply Chain)
Maersk Global Service Centre Pune
04.2021 - 10.2024
- Company Overview: Export Documentation
- Managing a span of 20 heads focusing on Export Documentation for Eastern Mediterranean and Middle East countries
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives
- Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks
- Streamlined communication channels for increased efficiency in project execution and decision-making processes
- Coordinated with other department heads to ensure alignment of team goals with overall company strategy
- Enhanced team productivity by implementing agile project management methodologies
- Led employee relations through effective communication, coaching, training, and development
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
Team Manager
Capita India Pvt Ltd
Pune
08.2019 - 10.2020
- Daily allocation of FCA work Types
- Conducting pre and post shift meetings to ensure the targets are met as per the defined SLAs
- Daily Audits to ensure that the updates are being followed and the targets are met with maximum accuracy
- Maintaining Dashboard showcasing the Process and Team Stats during Weekly and Monthly review with the Onshore team
- Sending Daily Workflow showcasing the productivity for the previous day
- Making end of day and Handover report for all the FCA work types
- Monthly One on One with the team members to discuss their Progress and Areas of Improvement. Providing prompt and accurate information on individual performance
- Conduct Weekly call calibration for the team to identify the areas of opportunity and strengths
- Identifying the Bottom Quartile and take corrective measures to improve their stats
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
Technical and Business Operations Team Lead
AMDOCS BPO
01.2019 - 04.2019
- Company Overview: Order To Activation
- Maintaining the team decorum and managing all TL responsibilities including Reports, Roster, Client Calls, and Monthly & Weekly Reviews & RCA analysis
- Ensuring that the team is closing on the targets and also meeting the Quality by continuous feedbacks & coaching's
- Good communication and organized approach to achieve results
- Following up, escalating and taking action proactively to avoid a hit on SLA
- Attend client review meetings covering performance, service improvements, quality and process
- Order To Activation
Team Leader (Operations)
TechMahindra Ltd.
06.2016 - 01.2019
- Company Overview: PMO/ Pre Sales Quoting/ Network Designing
- Preparing Monthly Client Reviews and presenting the Team Stats
- Reviewing monthly KRA's for the team and suggest changes if required
- Responsible for the Recruitment and Onboarding of new joiners
- Co-ordinating with the Stakeholders to consistently Monitor the Progress and Changes in the Ongoing Projects
- Coordinated cross-departmental meetings to streamline project execution, fostering collaborative work environment.
- Weekly Review with the Project Managers and Co-ordinators to discuss the Progress, Changes and Challenges with the help of Statistics
- Regular Follow ups with the Stakeholders to ensure smooth completion of the projects
- Interact with onshore Managers & Sales Prime in case of Escalation
- Bi-Weekly meeting with Management to assess and improve business productivity
- Arranging & chairing weekly team meetings, focusing on targets & achievements
- Managing Attrition as per specified target
- Managing planned and unplanned shrinkage as per specified targets
- Maintaining the Shared Drive with all the information required about the project at the time of Internal and External Audits
- Scheduling and Conducting BCP drills for the Projects(Call Tree, Table Top, Environmental Rebuild)
- Identifying Training needs of the team members and co-ordinate with the Training team to arrange the required trainings ensuring minimal impact to the business
- Showcasing the Eligible candidates within the team for any IJPs
- Keep the team motivated and groom the eligible candidates for the next level
- Dealing with and resolving problems and issues which arise
- Drive performance within the team to achieve high standards and KPI targets
- PMO/ Pre Sales Quoting/ Network Designing
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
Team Manager (Operations)
Capita India Pvt. Ltd.
09.2006 - 01.2016
- Company Overview: Orderline / COLLECTIONS
- Managing teams in various LOB's within NEXT i.e
- Orderline, Collections & Print To Web (E- Commerce)
- Daily allocation of work
- Motivating the team to achieve high standards and KPI targets
- Handling new client enquiries and acting as the face of the business
- Dealing with and resolving problems and issues which arise
- Mentoring and training up junior and new staff
- Arranging & chairing weekly team meetings, focusing on targets & achievements
- Implementing new initiatives
- Involved in the recruitment of new staff
- Praise team members and creates a positive working environment
- Ensuring all administrative and IT records are entered and updated correctly
- Providing prompt and accurate information on individual performance
Customer Service Executive
MPhasis India
02.2006 - 09.2006
- Company Overview: Banking
- Answering or helping with Banking related queries for CITIBANK Customers in The USA
- Banking
Customer Service Executive
E2E ServizSol
08.2004 - 02.2006
- Company Overview: Telecom
- Customer Care for Tata Indicom Customers (Private and Commercial Lines)
- Telecom
Education
B. Com -
Camp Education Society's Dr. Arvind B. Telang Senior College of Arts, Science & Commerce
HSC - undefined
Camp Education Society's Prerna Junior College of Arts, Science & Commerce
SSC - undefined
St. Jude High School
Skills
Team leadership
Managing operations and efficiency
Business analysis and reporting
Time management
Strategic planning
Problem-solving
Excellent communication
Employee coaching and mentoring
Decision-making
Project planning
Performance appraisal
Decision-making
Certification
Certified Scrum Master (Scrum Alliance- 001616012)
Extra Curricular Activities
Played Football for Indrayani Sports Club (A Division –PDFA)
Valid Passport
Yes
Disclaimer
I consider myself familiar with Leadership & Customer service aspects. I am also confident of my ability to work in a team. I hereby declare that the information furnished above is true to the best of my knowledge.
Timeline
Certified Scrum Master (Scrum Alliance- 001616012)
02-2024
Team Manager (Logistics and Supply Chain)
Maersk Global Service Centre Pune
04.2021 - 10.2024
Team Manager
Capita India Pvt Ltd
08.2019 - 10.2020
Technical and Business Operations Team Lead
AMDOCS BPO
01.2019 - 04.2019
Team Leader (Operations)
TechMahindra Ltd.
06.2016 - 01.2019
Team Manager (Operations)
Capita India Pvt. Ltd.
09.2006 - 01.2016
Customer Service Executive
MPhasis India
02.2006 - 09.2006
Customer Service Executive
E2E ServizSol
08.2004 - 02.2006
HSC - undefined
Camp Education Society's Prerna Junior College of Arts, Science & Commerce
SSC - undefined
St. Jude High School
B. Com -
Camp Education Society's Dr. Arvind B. Telang Senior College of Arts, Science & Commerce
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