Ronak Sharma

Operations Associate

New Delhi, Delhi, India11 yrs 2 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Proven track record in managing large teams.
Expertise in process improvement and operational efficiency.
Strong background in vendor management and business analytics.

Stackforce AI infers this person is a seasoned operations manager in the internet industry with a strong focus on process improvement and team leadership.

Contact

Skills

Core Skills

Operations ManagementVendor ManagementProcess ImprovementData AnalysisService ManagementTeam ManagementMis Development

Other Skills

Business PlanningForecastingRevenue generationBusiness analyticsHiringTrainingPerformance managementProcess MetricsSOX complianceSix Sigma MethodologiesOperational deliveryWorkflow managementService flow restructuringGrievance RedresselProcess enhancement

About

Experienced Manager with a demonstrated history of working in the internet industry. Skilled in Project Resourcing, Management, SAP ERP, Management Information Systems (MIS), and Payroll. Strong operations professional with a Master of Business Administration (M.B.A.) focused in Marketing & Finance from New Delhi Institute Of Management.

Experience

11 yrs 2 mos

Total Experience

2 yrs 3 mos

Average Tenure

5 yrs 7 mos

Current Experience

Amazon

2 roles

SDS Manager

Promoted

Oct 2020 – Present · 5 yrs 7 mos · New Delhi, Delhi, India

Team Manager

Jun 2018 – May 2019 · 11 mos

Worked with the functional leaders and other internal groups to build scalable processes
Design and Drive Process Metrics
Executed and implemented SOX compliance procedures & Six Sigma Methodologies
Direct reports - 40-50 employees
Operating as an authority and point of contact for emerging operational issues
Data analysis (weekly & monthly) for measuring SL performance to ensure
continuous improvement and growth
Identifying and eliminating barriers to operational delivery, project delivery,
productivity and quality.

Process MetricsSOX complianceSix Sigma MethodologiesData analysisOperational deliveryProcess Improvement+1

Oyo

Site Head - International Operations

Apr 2019 – Oct 2020 · 1 yr 6 mos · Gurgaon, India

Managing operations for Middle East and India with 600+ FTEs at 5 different locations.
KPIs includes the following:
Business Planning
Vendor Management
Forecasting as per SOW
Revenue generation through contact centers
Business analytics
Hiring, training and managing performance
Core member of special projects at organizational level

Business PlanningVendor ManagementForecastingRevenue generationBusiness analyticsHiring+3

The institute of directors

Summer Internship - Management Team

May 2017 – Jun 2017 · 1 mo · New Delhi Area, India

 Conceptualized and successfully implemented the branding activity, planning on brand position of the given product.
 Researched and created database of potential sponsors, delegates and speakers for upcoming major events.
 Researched on client retention & engagement.

Bharti airtel services

Senior Subject Matter Expert

Dec 2015 – Jul 2016 · 7 mos · New Delhi

Workflow management for Service Requests for all levels of escalation with implementation and development of UWQ (Unique Work queue) in CRM
Restructured service flow including Grievance Redressel, Social media complaints & contact centers , ensuring adherence of Co. policies and processes at all levels
Driving teams to identify root cause of escalations and driving various process owners / cross functional teams for cause elimination along with process enhancement and reduction in COPC (Complaint per customer)
Delivering high rate of Service level and adherence of TATs and SLAs wrt to Resolution as per standards of different levels

Workflow managementService flow restructuringGrievance RedresselProcess enhancementService level adherenceService Management+1

Genpact

Process Developer

Jan 2012 – Sep 2014 · 2 yrs 8 mos

Developed MIS reports with various members of the work group, as well as with customers and clients
Won 7 Best Performer Awards for outstanding performance on various business assignments
Planning & Management including communication and coordination with all stakeholders
Team Management: Performance reviews, goal setting, task allocation, quality audits, reviewing deliverables, etc.
Training:Trained new-hires for bridge batches to develop their business acumen and delivery capabilities
Led multiple team members simultaneously working on various assignments and reviewed performance
Mentoring, coaching, setting priorities, breaking intellectual bottlenecks and creating deliverable frameworks
Performance Reviews: Leading, mentoring and monitoring the performance of team members to efficiency in process operations and meeting of individual/group targets
Team Lead: Managedteams for Lending & Settlements Process - An online GE Money Credit Card Process
Team Development: Conductedfeedback sessions andmotivation discussions to minimize attrition
Led Delivery:Analyzing credit and payment history, fraud checking, direct debit, verifying documents, etc.
Due Diligence:Analyzing financial information (such as financial statements) and reviewing documents
Credit Analysis: Based on borrower’s capital, income, employment, credit history and credit worthiness
Client Satisfaction: Identified improvement areas and implemented measures to maximize customer satisfaction
Quality Audits:Setting out quality standards for various operational areas, ensuring a high quality customer experience while adhering to the SLA’s and work processes