Navid Shaikh Email & Phone Number

As the Senior Delivery Manager in Operations at Shaip.com, I lead a diverse team of Project Managers, Project Coordinators, and a broad range of team members. My primary responsibility is to ensure end-to-end project delivery across a variety of domains, including Conversation AI, Healthcare, Computer Vision Annotation, and Generative AI.I have successfully managed projects, demonstrating my ability to handle complex tasks and deliver results. My role involves comprehensive vendor management, from identifying potential vendors based on their past performance and revenue track record, to conducting on-site visits and negotiating prices.I am also responsible for end-to-end performance management, ensuring that all projects are executed efficiently and effectively. I have experience in creating Statements of Work (SOW) and establishing processes to streamline operations and enhance productivity. My leadership and strategic planning skills have been instrumental in driving the success of our projects and achieving our organizational goals.My role at Shaip.com has allowed me to leverage my skills and experience to lead a high-performing team and deliver exceptional results on a consistent basis. I am committed to driving innovation and excellence in all aspects of our operations.

India

Throughout my tenure, my responsibility has been to lead 500+ people (across 2 sites) across verticals - BFSI, Risk Management, Quality Control, and Customer Service.Further, my emphasis has always been on conducting thorough assessments of vendors' capabilities, reliability, and financial stability. Negotiate contracts and agreements with vendors to establish terms, pricing, and service level agreements (SLAs). Besides, build and maintain strong relationships with existing vendors. As the primary point of contact for vendors, I address any concerns or issues promptly. Perform regular vendor performance reviews to evaluate adherence to SLAs and quality standards. Drive regular audits to assess vendor compliance with contractual obligations and standards. Identify potential risks associated with vendor relationships, such as supply chain disruptions, quality issues, or data security breaches. Develop risk mitigation strategies and contingency plans to minimize the impact of vendor-related risks. Implement process enhancements & organizational changes to optimize vendor management practices and achieve better outcomes.In addition, liaise between different departments (Procurement, Finance, and Operations) to coordinate vendor- related activities and initiatives. Provide regular updates and reports to senior management on vendor performance, issues, and strategic initiatives. Seek feedback from internal stakeholders and vendors to identify areas for improvement and innovation.

Indore, Madhya Pradesh, India

During this tenure, I was entrusted with the accountabilities of leading operational activities of the project with overall span of 1300+ FTE. Managed verticals - Trust & Safety, Quality Control, Content Moderation, HealthCare, and Customer Service.Moreover, I played a vital role in supervising the gamut of Operations Management, including managing stakeholders for service delivery, with an emphasis on ensuring timeliness, quality, and efficiency. Strengthened all domain management processes / framework to improve service delivery.Assessed reports to detect patterns, assisted in the development and implementation of action to enhance service standards, and submitted comprehensive reports to top management. Captured SLA/SLO metrics, reporting needs of client and setup / customize processes to seamlessly meet client's expectation.Furthermore, involved in Strategic Analysis & Reporting to analyze performance, give feedback and implement recommendations as per client requirements.

Indore, Madhya Pradesh, India

As Manager - Operations, roles required me to manage project activities with overall span of 100+ FTEs and end-to-end operations for 9 accounts that consist of 7 different verticals - Trust &Safety, Quality Control, Content Moderation, HealthCare, Food Delivery, Entertainment, Customer Service & BFSIMy focus was on managing client & executive level escalations; developed action plan based on the strategic plan & objectives. Ensured effective day-to-day operations of the Association, including management of monthly revenue forecasting

Indore Area, India

While working as Manager/ Deputy Manager – Quality Assurance, I drove continuous improvement for Quality and Delivery, managed process quality & client related KPIs, steered process improvement initiatives, and strengthened Training & Quality management processes/framework to improve quality delivery.Delivered quality floor support, feedback, and refresher. Provided crisp and specific feedback to Front Line Recruitment Teams on quality of new hires. Facilitated Quality and Compliance Team to perform various audits and follow ups based on observations. Highlighted timely submission of process reviews.Before this, as Assistant Call Center Manager/Assistant Manager - Customer Care, my focus was on monitoring end-to-end operational delivery for the assigned program and leading core deliverables in terms of KPI delivery, compliance and administrative needs. Led a multi- team span of 26 individuals with help of 2 Team Leads and managed clients with accountability of weekly, monthly, quarterly and yearly business reviews.Prior to this, as Quality Analyst, I performed RCA, Pareto Analysis, PDCA, RTR, Random Audit, Compliance Audit, Feedback/Coaching, Check Sheet Analysis, BO/MO/TQ Analysis, Historical Trend Analysis, etc.I was involved in Policy Structuring & Moderating, Calibration & Business Review (Internal/External). Trained new trainees, TNI process, and created SOPs. Managed quality audits for agent across all LOB's, published quality dashboard 100% DSAT scrubbing and sharing useful insight with operations.

Indore Area, India

Indore Area, India

Indore, Madhya Pradesh, India

Indore, Madhya Pradesh, India

Bachelor Of Commerce - Bcom, Accounting And Finance

10Th Class, English Language And Literature/Letters