Headline

Deputy Manager of Operations at Concentrix, a Global Technology and Services Leader

About

Transforming operations and customer experience through data-driven quality management and process excellence. With 9 years of proven success across BFSI, Fintech, FMCG, and E-commerce sectors, I specialize in driving operational efficiency and elevating service standards. Currently serving as Deputy Manager - Operations at Concentrix, I lead a team of 70+ FTEs while overseeing multiple business lines and implementing strategic improvements that deliver measurable results. My approach combines Lean methodologies with practical innovation. What I Bring: Operations leadership managing 70+ FTEs across voice and back-office functions. Quality management achieving 95%+ compliance scores and sustained performance improvements. Process optimization using Value Stream Mapping, Root Cause Analysis, and Statistical Process Control Strategic projects delivering 15% revenue increases through enhanced cross-selling and 10% customer satisfaction improvements. Team development and mentoring, consistently improving productivity by 20%+ Key Achievements: → Spearheaded automation initiatives reducing operational costs while improving FCR → Designed data-driven dashboards enabling strategic decision-making for stakeholders → Led digital transformation projects optimizing case management and knowledge systems → Increased agent efficiency by 5% and BQ agent performance by 8% through continuous improvement plans → Developed training frameworks and SOPs that elevated team performance across multiple clients. Certified in Lean Six Sigma (Green Belt), Agile Scrum Master, and pursuing a Post Graduate degree in Quality Management, I'm passionate about building high-performing teams and implementing continuous improvement strategies that create lasting impact. Open to connecting with operations and quality professionals driving excellence in customer experience.

Location

Hyderabad

AI stack

claude

notebooklm

openai

perplexity

Canva Magic Studio

Work experience

Deputy Manager at Concentrix, Nov 2025 - Present · 1 yr 1 mo, India, Currently serving as Deputy Manager - Operations (BFSI) at Concentrix, I lead a team of 100 FTEs while overseeing multiple business lines and implementing strategic improvements that deliver measurable results.

Lead Customer Experience at Sutherland, Aug 2023 - Nov 2025 · 2 yrs 4 mos, Mumbai, Maharashtra, India, Spearheaded the monitoring of four distinct business lines, including voice-based customer service and back-office operations, enhancing service delivery and operational efficiency. - Conducted Value Stream Mapping (VSM) to identify inefficiencies, optimizing Average Handling Time (AHT) and increasing agent efficiency by 5%. - Mentored newly hired Quality Analysts, resulting in a 20% improvement in team productivity and quality adherence. - Initiated a continuous improvement plan for BQ agents, achieving an 8% performance enhancement and uplift in operational standards. - Designed and published data-driven dashboards, facilitating informed decision-making and strategic planning for stakeholders. - Oversaw interactions and case monitoring, ensuring quality compliance and service consistency, contributing to a 10% increase in customer satisfaction. - Developed Root Cause Analysis (RCA) for financial institution complaints, implementing solutions that improved service quality and customer experience.

Quality Team Lead at Wipro, Aug 2022 - Jul 2023 · 1 yr, Chennai, Tamil Nadu, India, Managed a team of 3 QA professionals overseeing quality control for 120 FTEs, ensuring adherence to operational and compliance standards. - Spearheaded process optimizations to enhance efficiency and drive continuous improvement. - Analyzed financial documents to identify suspicious patterns, demonstrating attention to detail. - Monitored financial activity, maintaining comprehensive reports and ensuring compliance with regulations. - Recommended software solutions, leading to a 20% increase in testing efficiency. - Acted as a key point of contact for QA aspects of releases, coordinating resources effectively. - Successfully deployed action plans to improve cross-sell percentages, resulting in a 15% increase in revenue. - Developed training materials and SOPs, facilitating seamless knowledge transfer and team development.

Senior Quality Analyst at Teleperformance, Sep 2021 - Jul 2022 · 11 mos, Indore, Madhya Pradesh, India

Client Analyst at TaskUs, Nov 2020 - Sep 2021 · 11 mos, Indore, Madhya Pradesh, India

Education

Postgraduate Program (Lean Six Sigma), Quality Management, Isenberg School of Management, UMass Amherst

Bachelor of Technology - BTech, Mechanical Engineering, Jawaharlal Nehru Technological University, Kakinada