Virender Thakur
Operations Manager
Dubai,DU
Summary
Seasoned Operations Manager and talented leader with 15+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
26
26
years of professional experience
15
15
years of post-secondary education
Work History
Operations Manager
IBM India Private Limited/ Kyndryl Solutions Private Limited
Hyderabad, Telangana
03.2011 - 11.2022
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Partnered with vendors and suppliers to effectively manage and budget.
- Increased profit by streamlining operations.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Formulated processes to reduce downtime and financial loss.
- Identified and resolved unauthorized, unsafe or ineffective practices.
Service Delivery Manager
IBM India Private Limited/ Kyndryl Solutions Private Limited
Hyderabad, Telangana
08.2019 - 07.2021
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Worked with high-profile customer to select third-party vendor for IT infrastructures.
- Facilitated completion of deliveries and verified documentation.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Contributed to internal and external account reviews.
- Coordinated new hire recruitment, training and development.
- Streamlined Incident/ Change Management processes, key deliverables as per the contract and
regained customer confidence in less than 3 months. - Ensured the contracted SLA's are met with a high quality of standards.
- Developed effective client relationships, which led to high client satisfaction score of 9 from 7 of
the previous year.
Deputy Manager of Operations
IBM India Private Limited/ Kyndryl Solutions Private Limited
Hyderabad, Telangana
06.2017 - 07.2019
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Built and reviewed master service agreements to simplify and streamline contract negotiation process.
- Partnered with vendors and suppliers to effectively manage and budget.
- Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.
- Advanced productivity KPIs to achieve key business goals and objectives.
- Introduced new methods, practices and systems to reduce turnaround time.
- Formulated processes to reduce downtime and financial loss.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Provide exceptional people management mentorship and career development to members of the
team to achieve low attrition levels and high employee engagement. - Spearheaded the team management activities like hiring, setting goals for the team, identifying
training needs and implementing domain specific & behavioral trainings. - Served an essential role in developing & executing strategic and tactical plans related to Risk
Management, Operational excellence, process improvements.
People Operations Manager
IBM India Private Limited/ Kyndryl Solutions Private Limited
Hyderabad, Telangana
06.2015 - 06.2017
- Motivated employees through special events and incentive programs.
- Implemented performance reviews and motivational strategies to elevate HR team results.
- Processed employee claims involving performance issues and harassment.
- Coordinated with senior leadership and handled managerial needs by implementing fresh solutions into business strategies.
- Evaluated employee onboarding programs and presented strategic improvement recommendations to upper management.
- Directed job fairs to bring in local talent for long term and seasonal positions.
- Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
- Trained new employees on proper protocols and customer service standards.
- Reduced operational risks while organizing data to forecast performance trends.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Operations Team Leader
IBM India Private Limited/ Kyndryl Solutions Private Limited
Hyderabad, Telangana
12.2013 - 06.2015
- Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments.
- Motivated and trained employees to maximize team productivity.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Kept team activities in compliance with safety, regulatory and environmental guidelines.
- Managed high workload with consistent record of achieving deadlines and production targets.
- Sat on new hire interviewing panel and made recommendations.
- Improved team efficiency and productivity by restructuring workflow and managing assignments.
- Contributed to interviewing process and made new hire recommendations.
- Compiled training materials for new employees and tracked skill development.
Senior Technical Support Associate
IBM India Private Limited/ Kyndryl Solutions Private Limited
Hyderabad, Telangana
03.2011 - 12.2013
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Monitored systems in operation and quickly troubleshot errors.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Senior Associate
Mahindra Satyam
Hyderabad, Telangana
03.2010 - 03.2011
- Worked varied hours to meet seasonal and business needs.
- Trained and supported new team members, maintaining culture of collaboration.
- Assigned tasks to lower-level personnel based on qualifications and skills set.
- Served as keyholder, overseeing business opening and closing operations.
- Served as liaison, facilitating communication between management and associates.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Liaised with customers to assist with computing operations and resolve concerns.
- Greeted customers and offered assistance for increased customer satisfaction.
F&B Operations Manager
Raj Group Of Hotels
Hyderabad, Telangana
03.2007 - 05.2010
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Stored guest valuables in safe and individual boxes for security.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Entered and updated sensitive customer information during check-ins and room changes.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Trained new team members on company procedures, customer service and issue resolution.
Education
High School Diploma -
St Joseph School
Hyderabad 03.1992 - 04.2002
High School Diploma -
Setwin International Institute Of Hotel Management
Hyderabad 06.2002 - 04.2005
High School Diploma -
Bhavans Sri Aurobindo Jr College
Hyderabad 04.2005 - 05.2007
Skills
Project development and life cycle
undefinedTimeline
Service Delivery Manager
IBM India Private Limited/ Kyndryl Solutions Private Limited
08.2019 - 07.2021
Deputy Manager of Operations
IBM India Private Limited/ Kyndryl Solutions Private Limited
06.2017 - 07.2019
People Operations Manager
IBM India Private Limited/ Kyndryl Solutions Private Limited
06.2015 - 06.2017
Operations Team Leader
IBM India Private Limited/ Kyndryl Solutions Private Limited
12.2013 - 06.2015
Operations Manager
IBM India Private Limited/ Kyndryl Solutions Private Limited
03.2011 - 11.2022
Senior Technical Support Associate
IBM India Private Limited/ Kyndryl Solutions Private Limited
03.2011 - 12.2013
Senior Associate
Mahindra Satyam
03.2010 - 03.2011
F&B Operations Manager
Raj Group Of Hotels
03.2007 - 05.2010
High School Diploma -
Bhavans Sri Aurobindo Jr College
04.2005 - 05.2007
High School Diploma -
Setwin International Institute Of Hotel Management
06.2002 - 04.2005
High School Diploma -
St Joseph School
03.1992 - 04.2002
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