Headline

Operations Manager | Contact Center & Service Delivery Leader | 16+ Years in BPO, BFSI & FinTech | Managing 157+ FTEs | SLA | CSAT | Revenue Growth | Process Excellence

About

I am actively exploring leadership opportunities in Operations Management, Customer Experience, Service Delivery, Contact Center Management, and Business Operations. I am highly driven Operations Manager and Account Head with over 16 years of experience scaling teams and driving operational excellence within the Business Process Outsourcing (BPO) and BFSI sectors and FinTech operations, I have specialized in leading large-scale customer service, sales, and blended operations while driving operational excellence and business growth. I am specialized in transforming complex operational challenges into streamlined, high-performing processes that deliver measurable revenue growth, stringent process governance, and exceptional customer satisfaction. Throughout my career, I have successfully managed teams of 157+ FTEs across customer service, sales, email support, back-office operations, and escalation management functions. My expertise includes SLA management, KPI governance, customer experience enhancement, revenue generation, workforce optimization, process improvement, and stakeholder management. I have a proven track record of improving operational performance through data-driven decision-making, coaching, process optimization, and performance management frameworks also i have a proven track record of Meeting and exceeding Sales Target by creating effective sales strategies that align with goals . Key achievements include: ✅ Improved productivity by 28% through workflow optimization and governance initiatives ✅ Increased sales conversion by 18-22% through focused revenue strategies ✅ Improved CSAT from 78% to 90%+ ✅ Reduced customer escalations by 30% ✅ Reduced TAT from 7 days to 3 days ✅ Successfully managed 157+ FTE operations across multiple functions Areas of Expertise: • Operations Management • Contact Center Leadership • Customer Experience Management • Sales Operations • Revenue Enablement • Escalation Management • SLA & KPI Governance • Workforce Management • Team Leadership & Coaching • Process Excellence • Client & Stakeholder Management • Quality & Compliance 📩 Open to connecting with professionals, recruiters, and business leaders. Lets Connect Contact number :- 8108575787 email id :- nizammallik@gmail.com

Location

Mumbai Metropolitan Region

Work experience

Operations Manager at Cogent E Services, Aug 2024 - Jan 2026 · 1 yr 6 mos, Thane, Maharashtra, India, Managed end-to-end operations for PayU and Voltas processes with a span of control of 156+ FTEs across Inbound, Email, Re-open Calling, SR Audit, Back-office Operations, Social Media, NCH and MD Escalation Desk functions. Led a team comprising 2 Assistant Managers, 8 Team Leaders, Trainers, Quality Analysts and frontline associates while ensuring achievement of SLA, Productivity, Quality, AHT, TAT, CSAT, Attrition, Shrinkage and Revenue targets. Responsible for service delivery, client management, stakeholder engagement, operational governance, escalation management, workforce optimization, performance management and business reviews. Conducted Daily, Weekly and Monthly Business Reviews (DBR/WBR/MBR), prepared operational dashboards, scorecards and action plans to drive business performance. Successfully reduced AHT by 30 seconds, reducing penalties by 2% and contributing to a 10% reward achievement in RNP. Improved escalation turnaround time from 7 days to 3 days, enhancing customer experience and client satisfaction. Increased team productivity by 28% through performance governance, coaching and process optimization initiatives. Reduced bottom quartile performance from 20% to 10% through targeted interventions, refresher trainings and structured development plans. Handled billing, invoicing, revenue tracking and P&L-linked operational controls while ensuring alignment with client expectations and business objectives. Partnered with Quality, Training, MIS, WFM and HR teams to drive continuous improvement, audit compliance, employee engagement and operational excellence. Core Skills: Operations Management | Account Management | Service Delivery | Client Management | Stakeholder Management | Team Leadership | KPI & SLA Governance | Workforce Management | Escalation Management | Audit Operations | Process Improvement | Productivity Enhancement | Attrition & Shrinkage Control | Revenue Management | Customer Experience | Continuous Improvement.

Operations Manager at Cogent E-Services Pvt. Ltd., Aug 2024 - Jan 2026 · 1 yr 6 mos, Managed end-to-end operations for 157+ FTEs including 8 TLs, 3 AMs, QA & Training teams across sales, customer service, email, and back-office operations. Handled Multiple client stakeholders and ensured delivery alignment with Business goals. Achieved consistent SLA adherence (95%+) across customer service and blended processes & Led revenue-focused campaigns, increasing sales conversion by 18–22%. Reduced customer escalations by 30% through structured root cause analysis and action plans & Reduced TAT from 7 days to 3 days, enhancing customer satisfaction. Implemented quality frameworks, improving CSAT scores from 78% to 90%+ & Reduced AHT by 30 seconds, improving efficiency and reducing penalties. Improved productivity by 28% through workflow optimization, governance, performance strategies and automation initiatives & Improved bottom quartile from 20% to 10% via coaching interventions. Led hiring, training, and performance management for large teams. Managed client governance, billing, and P&L alignment.

Assistant Operations Manager at Teleperformance Global Services, Jul 2023 - Jul 2024 · 1 yr 1 mo, Thane, Maharashtra, India, Managed a team of 120 FTE's of Avanse NBFC Blended process along with the team of Support staff 8 TL s 3 QA

Senior Team Leader / Assistant Manager at Conneqt Business Solutions, Feb 2018 - Jun 2024 · 6 yrs 5 mos, India, TELEPERFORMANCE DIBS PVT LTD Assistant / Process Manager Developed and implemented a streamlined process for gathering business requirements, reducing project delivery time Avanse (NBFC Process) :- JUNE 2023 - April 2024 1.Managing 129 FTE's 8 Team Leaders 2 SME 2.Managing 60 FTE’s of LG Sales , 51 FTE’s of Email & Inbound ,4 FTE’s of Welcome Calling. 3.14 FTE’s of Sampark Calling (Semi International) Account Manager & Operation Manager KPI’S & KRA’S Meeting Process SLA’s :- ( SALES Target :- Achievement of Desired target , Inbound :- Service level % , Answered %, Quality % ,AHT . Query E-MAIL :- Query & Request SL % , Shrinkage & Attrition %, Schedule Adherence % , Sam park :- achieving Complete % ) Preparing Billing & Raising Invoice with Clients & Meeting targets against P&L Co-Ordinate with Clients time to time. Client Relationship Management & Full filing the Client requirements . Coordination with Stakeholders of department to ensure SL’s get met &enhance Customer experience. Team briefs & Giving feedback to TL’s SME on daily basis for Improvement in overall performance of TL’ Maintaining performance of my Team. Conducting refresher Training on product & Process knowledge.& implement / drive programs for bottom quartile skillset for uplifting the performance on monthly basis Solve salary issue of my team member with help of HR team. Preparing Review Data MBR & WBR , Reports related to team Performance, Daily Targets, Review reports on Weekly & Monthly Basis. Coaching & Counseling for bottom performers Product Training conducted for new Batch. Participated in the review discussing the process performance Controlling the Attrition, Schedule Adherence & Absenteeism % :- keep a close watch on the attrition rate & maintain within the permissible limits

Assistant Manager Process at Teleperformance DIBS Pvt. Ltd., Jun 2023 - May 2024 · 1 yr, Managed 129 FTEs across sales, inbound, email, and international processes. Strengthened lead handling, customer journey, and SLA adherence. Increased productivity by 20% via performance coaching & KPI tracking & Implemented SOPs that reduced errors by 15%. Played key role in client reporting, audits, and process improvements.

Education

Graduate, Mumbai University Mumbai

Bachelor of Commerce - BCom, Banking and Financial Support Services, Mumbai University Mumbai