Hardik Patel
Sr. Operations Manager
Gandhinagar,Gujarat
Summary
Encouraging Sr. Operations Manager and analytical problem-solver with talents for team building, leading and motivating.
Polished in chalking out operational systems and processes, examining financial data and conducting quality control checks. Communicative professional familiar with business principles and operational management and budget development practices.
Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work History
Senior Operations Manager
Advantmed India LLP
Gandhinagar, Gujarat
05.2021 - 08.2022
- Responsible for multiple operations dept from various LOB as well as one of the quality audit teams.
- Take care of overall operations team of voice (call centre) and non-voice (back office) to meet defined business goals.
- Oversee workforce management planning, volume predictions and capacity planning
- Attend daily meetings to review previous day performance and solutions of daily issues/concerns.
- Validate weekly progress report created by MIS to be to shared with front office (client facing team) for various clients.
- Identify challenges faced during project life cycle to achieve end goal and add them into pre-project planning for upcoming projects
- Understand client requirement and create strategies to meet client SLA
- Lead specific improvement projects as and when required at LOB level to ensure project goals are met
- Be part of the bigger team for brainstorming regarding client challenges and help team to come up with solutions
- Lead by example to inspire the team to go extra mile and push for excellence
- Identify and groom future leaders by coordinating with L&D team for appropriate training structure
- Identify AOI to reduce manpower/cost by process improvement projects or by software development suggestions
- Connect quarterly with ground level employees to check employee pulse and address it to Team leaders/Managers for solution
Operations Manager
Advantmed India LLP
Gandhinagar, Gujarat
02.2017 - 04.2021
- Responsible for overall performance of multiple operations dept for voice (call center) and non-voice (back office)
- Attend daily meetings to review previous day performance and solutions of daily issues/concerns.
- Share weekly progress report to front office (client facing team) for various clients.
- Lead by example to inspire the team to go extra mile and push for excellence
- Identify and groom future leaders by coordinating with L&D team for appropriate training structure
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Attend monthly progress report for all leaders and share their AOI
- Review dept monthly performance and make sure dept KRAs are met. Create POA for KRAs not met (in case)
- Ensure shrinkage and attrition rate is maintained as expected
- Do monthly 1*1 with random employees at ground level to check employee pulse and provide solutions to their concerns
- Review annual appraisal to ensure employee satisfaction
- Develop systems to track and log work issues
Assistant Manager of Operations
Advantmed India LLP
Ahmedabad, Gujarat
06.2016 - 01.2017
- Responsible for overall operations call center team (80 CSR) along with client management and SLA management.
- Manage cost per call, retention and shrinkage
- Run process improvement project as an when required to make sure client satisfaction and business goals are met regularly.
- Develop plan of action and present it to the client if in case of SLAs are not met for the month.
- Attend weekly client calls for weekly progress report and resolution of operational concerns.
- Spearheaded daily staff meetings to identify improvement strategies, discuss updates and facilitate open communication.
Education
BBA - Business Management
Mewar University
Chittorgarh 06.2009 - 06.2012
Skills
Relationship building
Recruitment
Employee reviews
Business Development
Coaching and mentoring
Delegation
Staff training/development
Effective leader
Multitasking Abilities
Training and Development
Good Telephone Etiquette
Dependable and Responsible
Organization and Time Management
Active Listening
Timeline
Senior Operations Manager
Advantmed India LLP
05.2021 - 08.2022
Operations Manager
Advantmed India LLP
02.2017 - 04.2021
Assistant Manager of Operations
Advantmed India LLP
06.2016 - 01.2017
BBA - Business Management
Mewar University
06.2009 - 06.2012