Sep 2020 – Jun 2021 · 9 mos

• Reporting to CEO / CTO and SPOC for Investors
• Responsible for Strategizing and handling day to day operations of Muscat, Oman
• Responsible for Managing a big team size of employees and Direct Reporting Managers working on monitoring the day to day operational challenges,focus on improving the process and automating & integrating new technologies that supports the end users.
• Communicating with the stakeholders & Board of Directors in reviewing the P&L of overall department, Planning Ops & Tech road-map projects and identifying new business growth models.
• SPOC for business team and Tech team in identifying new business tools for measuring the KPIs and metrics set at every department, creating new features that improves the CX, reporting Bugs faced in admin panel, vendor app, customer app & Delivery app through ticketing tools and device Implementation strategy for new products/process launched.
• Managing the overall organization structure in liaising with finance & HR department in managing the operations annual budget and hiring resources based on the skill requirement
• Driving the team towards achieving the business goals/metrics by providing feedback and improvement plan during weekly & Monthly team calls to ensure high service delivery and execution of plans as per business

Sep 2019 – Sep 2020 · 1 yr

• As an operations manager – maintaining the SLA, order fulfilment , logistics & customer experience & expanding the business to new cities are the core metrics
• 1. Overseeing the front-line operation for Muscat ( Oman ):
• Understanding, analysing and driving our complex day-to-day Operations to ensure exceptional service level Agreement ( SLA )
• Ensuring enough riders in the fleet, that supply matches demand, and that riders have all the support they need. ( supply demand ratio ) or ( capacity planning )
• Managing a monthly order Growth.
• 2. Using analytics to build a platform that can sustainably scale live operation:
• Effectively working on analytical data using Excel, Tableau and My SQL for improving the efficiency of live operation.
• Finding new Auto Assignment logics for Smooth operation and thereby reducing the manual intervention. Also working with other technology for integrating various features in driver app, customer app and Restaurant.
• 3. Identifying opportunities for improvement: such as
• improving design of delivery zones
• reviewing team structure and job responsibilities
• optimizing the flow of riders (for support and in the rider communities)
• reviewing efficiency in fleet staffing / fleet payment structure etc.
• Collaborating with the Marketing team on planning various BTL & ATL activites.
• 4. Managing various verticals of operations:
• Food delivery
• Grocery
• Meats
• 5. Process and compliance:
• Implementing SOP and managing the workflow
• Exploring opportunities to reduce the Cost per delivery of operation.
• Analysing the data for planning the operation strategy.
• Managing the P&L of the company.

Oct 2018 – Sep 2019 · 11 mos · Chennai, Tamil Nadu, India

• Swiggy is the fastest growing food delivery start-up in India and was managing the South region Chennai & ROTN ( rest of Tamilnadu ) doing ~1L & 20k OPD ( order per day )
• Driving business profitability and ensuring compliance (CX, SLA) is at the core of my job
• Integrating technology with on-ground issues is the exciting part. Includes Order Assignment Logic, Route Optimization, Payout Structures, Ratings (Restaurant, Customer, Delivery Exec) Integrations, New App features for better CX etc.
• Working with the upper management in developing operations strategy, identifying local issues and devising tactics for maximum operational efficiency.
• Operational process design based on present day to day challenges in the system.
• Maximum fleet utilization and capacity planning as per the requirement in different areas.
• Monitoring real time service levels by using associated information systems-live order and delivery partner tracking, and connecting with order management team to coordinate and control issues in an order cycle.
• Leading and ensuring adherence to SOPs, integrity & ethics standards across ground level operations.
• Data extraction with MySQL Workbench and performing intensive data analysis to generate reports and support fact based decision-making.
• Monitoring daily fleet performance and analyzing operational KPIs-SLA compliance %age, cost per delivery, %age fleet utilization, delivery partner efficiency, MGL, banner logs, etc.
• Perform ad-hoc analysis and reports based on business needs.
• City POC for payment partner set up with Novopay for daily cash collection process optimization.
• City POC for conducting partner communication through IVRS.
• Responsible for first mile and last mile operations of 20k+ Orders weekly.
• Adhoc report making and data analysis
• On Ground Strategy implementation and execution.

Feb 2015 – Oct 2018 · 3 yrs 8 mos · Chennai Area, India

• Managed a team size of 80 associates across various categories.
• Demonstrate expertise in handling end-to-end processes and related tools in order to achieve business goals;
• Perform root cause analysis, researching for missing information, finding the main errors and solving them in order to ensure the correct functioning of processes and to enhance team performance in terms of productivity and quality;
• Supporting and implementing improvement ideas in order to increase processes efficiency;
• Monitor team and individual KPIs (productivity, quality, utilization, etc), create reports and raise the flag and dive deep on deviations;
• Share knowledge and best practices with the team by email, shadowing sessions, workshops.
• Taking part in client calls, leading and documenting the discussion
• Interacts with multiple stakeholders to communicate on operations and also represent data/ metrics information
• Owns/ Drives development of external/internal communication i.e. blurbs, reports etc
• Ability to represent data and communicate effectively to handle escalations
• Drive weekly or monthly discussions with Stakeholders and influence decisions for the process with data
• Analyzes Data and is responsible for highlighting gaps, recommends solutions and drives and influences decisions
• Manages escalation/resolves complex tickets including non-standard tasks
• Responsible for Operational Reporting to senior management/ stakeholders at Process level
• Drives completion of work allocation for the function/ process independently
• Prioritizes metrics to meet operational goals assigned at process level
• Participate in onboarding if it is part of similar new processed onboarding ie new GL/ process/ module with complete documentations ie SOP etc
• Act as Mentor or coach and contributes to associate growth
• Develops training content for functional onboarding
• Trains new hires
• an Expert and Primary contact for process issues/ escalation/ coaching

Aug 2013 – Feb 2015 · 1 yr 6 mos · Chennai, Tamil Nadu, India

• Understand the Process completely and including maintaining focus on the customer issue in a fast-paced environment.
• After completion of Tasks assigned Audit the Task completed.
• Make necessary corrections in case of errors detected.
• Meet the Daily Targets.
• Quick to apply initiative and ability to deliver effectively even under pressure.

Jul 2012 – Dec 2012 · 5 mos · Chennai Area, India

• Answering, evaluating, and prioritizing incoming telephone, email, and chat-based requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Recognising problems, conducting research, providing resolutions, and following up with customers as needed, escalating more complex cases to the appropriate team.
• Logging and tracking call and all customer communications using Salesforce CRM.
• Extensively leveraging support tools to search and reuse existing solutions for known customer issues.
• Ongoing contribution to new KB (knowledge base) article creation.
• Consulting with Tier 1 and Tier 2 subject matter experts when working on complex issues.
• Actively managing case backlog aligned with team targets and productivity metrics.
• All other duties as assigned.