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Operations Manager Resume

SUMMARY

  • “Strong credentials in IT Services Management (ITSM) and ITIL methods and process; ensuring operational excellence; developing cost effective solutions to attain customers’ business requirements”
  • Dynamic and accomplished professional with 22 years of experience in customer service and technical support industries. Possessing team approach; adept in performing in critical situations with strict deadlines and multiple deliverables.
  • Extends diverse and cross functional experience in business process management, Global IT operations & call center management, project management, process management, customer service and people management.
  • Demonstrated expertise in developing ITIL compliance operations metrics and reporting, providing strategic overviews of business operations in the areas of SLA compliance and employee productivity.
  • Adroit in strategic planning, developing client - focused organizational cultures, analyzing performance trends and recommending feasible solutions for areas having downward trends.
  • Leveraging sound working exposure in ITes (Call Center / BPO), Manufacturing / Production, Information Technology (Software) and Aerospace / Aviation / Airline Industries.
  • Well versed in computer manufacturing end-2-end BP, Information Technology Service Management (ITSM), ITIL methodologies and ISO9000 including Enterprise Resource Planning, B2B/Middleware Integration Support, Remedy Incident Management and engineering documentation.
  • Adaptive Team leader, updating latest technologies, combining sound communication, interpersonal, negotiating and problem solving skills with analytical and leadership capabilities.

PROFESSIONAL EXPERIENCE

Confidential

Operations Manager

Responsibilities:

  • Operations Service Delivery - Operations Manager for various banking applications for Equities and Mutual Funds business domains.
  • Ensure client service requests and initiatives are accurately prioritized and aligned with the strategy and direction of the client's organization.
  • Ensure appropriate resources are allocated, and that functions are coordinated to achieve solution goals.

Confidential

Manager, Advisory Management Consulting

Responsibilities:

  • Project Manager for GST Advisory and Implementation across client organization involving business processes.
  • Business performance services focusing on business strategy and process improvement.
  • Applied best practices to ensure positive effects on research methodology, customer satisfaction and ultimately profitability.

Confidential

Operations/Service Delivery Manager

Responsibilities:

  • The primary responsibility is to manage and execute to operational and financial commitments, including scope of services, service levels/performance metrics, service quality, and cost to serve.
  • Ensure client service requests and initiatives are accurately prioritized and aligned with the strategy and direction of the client's organization.
  • Ensure appropriate resources are allocated, and that functions are coordinated to achieve solution goals.

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