Pawan Kumar Arya
Manager - Operations | Customer Service Excellence | People Manager
Abu Dhabi
Summary
Business Operations Manager with more than 15 years of progressive experience adept at driving operations. Motivational management style with a track record of building highly motivated teams and developing customer relationships. Results-oriented approach with proven experience in P&L management, process improvement and leading cross functional teams towards achieving ambitious targets. A mentor, coach and leader committed to fostering a culture of operational excellence. Offering a unique perspective, characterized by ability to think outside the box and knack for identifying and embracing emerging trends and industry requirements.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
Work History
MANAGER – Administrative Services
The Boston Consulting Group (BCG)
12.2023 - 2 2024
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance
- Identified process changes required to improve performance and productivity
- Introduced new methods, practices and systems to reduce turnaround time
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
- Cross-trained existing employees to maximize team agility and performance.
MANAGER - Operations
Tech Mahindra Ltd.
8 2021 - 12.2023
- Managed overall operations for customer service team on one of largest government healthcare projects globally (National Health Authority of India), overseeing daily activities and ensuring compliance in handling customer inquiries
- Led team (1000+ FTEs) to handle high-volume inquiries related to Govt Healthcare Schemes and COVID-19 related enquiries, ensuring timely and accurate responses
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies
- Identified procedure or process changes required to improve performance and productivity
- Formulated processes to reduce downtime and financial loss
- Led/Supervised improvement initiatives to advance operational efficiencies and increase revenue.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Controlled costs to keep business operating within budget and increase profits.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
Deputy Manager - Operations
Echosoft Infocom Private Limited
04.2019 - 07.2021
- Managing performance and behavior of 3-4 front line supervisors through effective 1:1 meeting, coaching, and mentorship
- Enhanced supervisory, leadership and behavioral coaching abilities by working closely with supervisors, driving achievement of performance goals
- Effectively interfacing with people at all levels, managing healthy work environment and inculcating bonded teamwork with high work ethics
- Conducted by-weekly audits to keep process presentable and functional
- Conducted reviews (WBR, MBR, QBR) with Subordinates (AM/TL) and participated in their reviews as well with associates.
Assistant Manager - Operations
Echosoft Infocom Private Limited
06.2016 - 04.2019
- Enhanced supervisory, leadership and behavioral coaching abilities by working closely with supervisors, driving achievement of performance goals
- Implementing performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer
- Generated operational reports for management on monthly schedule.
Team Leader
Convergys India Services Private Limited
09.2010 - 05.2014
- Effectively interfacing with people at all levels, managing healthy work environment and inculcating bonded teamwork with high work ethics
- Meeting the Tier 1 & Tier 2 Metrics and SLA on daily basis
- Monitoring and ensuring that the Tats are adhered to as stipulated
- To look after the training and development needs of Colleagues
- Mentored and guided employees to foster proper completion of assigned duties
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals
Sr. Customer Care Officer
Convergys India Services Private Limited
09.2006 - 09.2010
- Started career in a voice process for telecom giant based out of The UK
- Handled customer queries and provided technical assistance to customers
- Mentoring, buddy up with the new members
Education
Bachelor of Commerce - Business Administration
Gauhati University
Guwahati 04.2002 - 05.2005
Skills
Business Operations Work Planning and Prioritization Performance Management Budget Control Customer Relationship Management Key Performance Indicators Analytical & Critical Thinking Financial Analysis Customer Service Administrative Excellence Project Manager Supervising Experience Microsoft Office
Accomplishments
- Awarded with “Standing Ovation” award for outstanding performance
- Awarded Best Team Leader for overall team performance multiple times
- Awarded Best Team leader in Talent Retention category
- Successfully completed Apex Journey Program
Timeline
MANAGER – Administrative Services
The Boston Consulting Group (BCG)
12.2023 - 2 2024
Deputy Manager - Operations
Echosoft Infocom Private Limited
04.2019 - 07.2021
Assistant Manager - Operations
Echosoft Infocom Private Limited
06.2016 - 04.2019
Team Leader
Convergys India Services Private Limited
09.2010 - 05.2014
Sr. Customer Care Officer
Convergys India Services Private Limited
09.2006 - 09.2010
Bachelor of Commerce - Business Administration
Gauhati University
04.2002 - 05.2005
MANAGER - Operations
Tech Mahindra Ltd.
8 2021 - 12.2023
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