Support Service Management, Vendor Management, Logistics Management, Budget Management, Operational Strategic, Sales.• Monitoring Operation Support and Implementation activities PAN India with team of 50 members.• Responsible to ensure adherence of TAT and SLA for support and Implementation.• Responsible for strategic product enhancement and development as per field and customer requirement • Recommend measures to improve production methods, working condition and increase efficiency.• Implement new standard operating procedures and train employees as needed.• Managing service partners and development of new venture and Products/Policies with Brand.• Ensure effective coordination in recruitment, selection, training and introduction of new joiners• Preemptive in analyzing organization's critical business requirements and devising business strategies for developing innovative & cost-effective solutions to increase revenue & improve customer service delight.• Keeping up to date with industry trends and identifying areas of opportunity to drive improvements through new technologies.• Defining and implementing operations strategy, structure, and processes liaising with the leadership team.• Managing the monthly, quarterly, and annual budgeting process and P&L responsibilities.• Working with the business to deliver new products, changes or initiatives influencing customer service• Coordinate with different functions with the organization – marketing, sales, product, engineering, operations, HR, finance, etc. to drive and deploy business initiatives identified.• Owning first line operational risks and controls- Developing strong working relationships with key stakeholders, to achieve business objectives

OperationsSupport Service Management, Vendor Management, Logistics Management, Budget Management, Operational Strategics.Customer ServiceTeam Management, Escalations, Email, Training, Orientation• Monitoring Operation Support and Implementation activities PAN India with leadership team of 22.• Responsible to ensure achievement of TAT and SLA in all aspects till closure.• Planning of buffer spare management to ensure meeting of TAT.• Monitoring Reverse logistics and Repairing activity.• Allocation, Team productivity and performance against quality, TAT and SLA targets set in the annual operating plan • Recommend measures to improve production methods, working condition and increase efficiency.• Implement new standard operating procedures and train employees as needed.• Handling of special projects and project management.• Creating and reviewing KRA’s for OPS team.• Ensure effective coordination in recruitment, selection, training and introduction of new joinees• Providing inputs to the HR team for formulation of production incentive schemes, reward and recognition • Handling Email and Voice Team which handles approx. 1.8 Lakh calls in year.

Manage a team of 25 persons by allocating job responsibilities.Plan and schedule new projects.Maintain the work quality with achieving production targets.Doing project management with some clients too.Attend video conferences.Generate reports.Responsible for appraisals of the team.Responsible for providing training to improve skills