Headline

Operations Manager | 19 years experience | Customer Experience | Process Optimization | Performance Management | Cost Reduction | Team Leadership

About

An accomplished Operations Manager with over 19 years of experience in customer care operations, process optimization, service delivery, and performance management across various sectors, including financial services and Insurance. My strategic approach focuses on driving operational effectiveness and aligning business processes with organizational objectives. I leverage data-driven insights and Lean Six Sigma methodologies to enhance operational efficiency and customer satisfaction. Through my career, I have successfully led cross-functional teams, fostering collaboration and coaching talent to drive continuous improvement. As a results-oriented, adept at resolving complex operational challenges, and committed to implementing sustainable process enhancements that support long-term business growth. My key achievements include driving a 100% improvement in collections performance and delivering a 10% reduction in operational costs through process enhancements.

Location

Greater Bengaluru Area

Work experience

Customer Service Manager at BSS Microfinance Limited, Jul 2024 - Present · 2 yrs, Bengaluru, Karnataka, India

Deputy Manager Operations at BSS Microfinance Limited, Aug 2023 - Jul 2024 · 1 yr, Bengaluru, Branch Relationship Officer

Operations Manager at BSS Sonata MicroCredit Ltd., Jul 2023 - Present · 3 yrs, Customer Care Operations Management: Overseeing end-to-end customer care operations to ensure service excellence, process adherence, and effective resolution of customer grievances. Process Optimization & Quality Enhancement: Driving process improvements and enhancing service quality through application of Lean Six Sigma methodologies and continuous operational refinement. Collections & Recovery Operations: Strengthening collections performance through structured recovery initiatives, verification processes, and effective management of One-Time Settlement (OTS) operations. Call Center Setup & Transition Management: Established and operationalized a call center for the client, ensuring smooth transfer of full ownership post setup. Cross-functional Coordination: Collaborating closely with field collection teams to ensure timely follow-up on promise-to-pay cases and seamless operational execution. People Development & Engagement: Improving employee satisfaction through targeted coaching, continuous feedback, and performance-driven capability building.

Assistant Manager CX at Acko, Feb 2022 - Aug 2023 · 1 yr 7 mos, Bangalore Urban, Karnataka, India

Team Manager Service Desk at Alchemy Techsol, Aug 2020 - Feb 2022 · 1 yr 7 mos, Bengaluru

Team Lead at IBM (Alchemy Techsol PVT LTD), Aug 2020 - Feb 2022 · 1 yr 7 mos, Workforce Planning & Roster Management: Achieved manpower optimization through improved operational planning and effective roster management. Issue Prevention & Process Control: Implemented early-detection strategies to proactively identify repeat issues and strengthen operational control. Customer Case Resolution: Increased ticket closure effectiveness by resolving complex customer cases through structured problem-solving approaches. Root Cause Analysis & Service Improvement: Reduced customer complaints by conducting detailed root-cause analyses and implementing long-term corrective solutions. Team Leadership & Performance Management: Led teams to drive service delivery consistency, improve productivity, and align execution with operational targets. Client Service Governance: Maintained zero client escalations throughout active engagement through proactive issue resolution and service governance.

Education

Bachelor of Arts - BA, Public Administration, Karnataka State Open University, Mysore

Bangalore Education Society Malleshwaram Bangalore