Aarti Rawat

Operations Associate

Gurugram, Haryana, India7 yrs 5 mos experience

Highly StableAI Enabled

Key Highlights

Led multi-million dollar automation initiatives in Fintech.
Achieved significant productivity improvements through process optimization.
Expert in aligning transformation strategies with business goals.

Stackforce AI infers this person is a Fintech Operations Leader with expertise in digital transformation and automation.

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Skills

Core Skills

Operations ManagementGoogle AdsProject ImplementationAutomation

Other Skills

Six Sigma Green BeltSQLRPAAI toolsSix SigmaAgile FrameworkProject ManagementBudget ManagementDigital MarketingDigital StrategyNet Promoter ScoreRoot Cause AnalysisVoice of the CustomerKPI ReportingPerformance Metrics

About

Digital Transformation & Process Excellence Ops Leader with 8+ years of experience in automation, customer experience, and operational excellence within fintech and financial services. Skilled in leading global transformation programs, RPA/AI deployment, Lean Six Sigma projects, and regulatory operations. Proven ability to deliver multi-million-dollar savings, optimize processes, and drive customer satisfaction improvements (NPS, CSAT, and VOC). Adept at building high-performing teams and aligning transformation strategy with business goals and compliance requirements.

Experience

7 yrs 5 mos

Total Experience

3 yrs 6 mos

Average Tenure

5 mos

Current Experience

Wns

Operations Manager

Dec 2025 – Present · 5 mos · Gurugram · On-site

OPs leader managing large-scale Google Ads programs with accountability for delivery excellence, revenue growth, quality, and stakeholder satisfaction across global markets.
Key Highlights
Lead end-to-end Google Ads operations across multiple regions and portfolios
Drive SLA, revenue, productivity, and quality metrics aligned with Google objectives
Act as senior escalation point and manage relationships with Google stakeholders
Lead, mentor, and develop managers and high-performing teams at scale
Oversee policy compliance, risk management, and audit readiness
Drive process optimization, automation, and continuous improvement initiatives
Use data and performance insights to influence strategy and business decisions

Operations ManagementGoogle Ads

Paypal

Operations Manager

Dec 2022 – Jan 2024 · 1 yr 1 mo · Bengaluru, Karnataka, India · On-site

Took care of Global Customer Service Operations for North America region, handling team of 20-30 CCPs/TMs/FTE.
Monitor and analyze performance metrics, providing coaching and feedback to improve individual and team outcomes.
Developed performance dashboards and coached underperformers, increasing team productivity, NPS/VOC with the help of RCA.
Incident & Escalation Management.
Act as the voice of the customer in cross-functional discussions, aligning experience strategy with business goals.
Collaborate with the product and onboarding teams to provide proactive support and refine FAQs and help documentation.
Monitor key CX metrics (e.g., NPS, CSAT, VOC), identify trends, and recommend actions to improve performance and satisfaction.
Identify process inefficiencies and implement corrective measures, result in in 25% increase in productivity.
Lead daily hustles and weekly reviews to communicate goals, update, and address team concerns.
Manage escalation, resolve conflicts, and ensure a positive and compliant working environment

Operations ManagementSix Sigma Green Belt

American express

Project Consultant

Jan 2017 – Dec 2022 · 5 yrs 11 mos · India

Led cross-departmental automation initiatives using RPA and AI tools, reducing manual efforts by 30 hours monthly.
Lead large scale Global Projects to improve first contact resolution rates, reduce case handling time, Streamline and simplify end to end customer journeys & bridge gaps between front line and backend teams.
Lead end to end project delivery for Customer fulfilment Network, managing budget up to 10 Million USD.
Developed project charters, timelines, resources plans, and risk registers to ensure delivery within scope, Along with creating initial and final CBA.
Ideate & implement Automation (RPA, Blue Prism & Systematic) strategies using Six Sigma & Agile Framework to reduce manual efforts minimizes non value ads, reduce operating expenses and improve operational efficiencies in partnership with Automation Technology teams.
Led enterprise change management strategy for a digital transformation program impacting 5k+ employees across 3 regions.
Single handed led processes set up with New Product launches with intent to set up operational teams, support groups, process documentation & systems/platforms.
Conduct end-to-end workflow assessments and Value Stream Mapping (VSM) to identify bottlenecks and implement automation strategies using RPA and AI tools.
Champion quality frameworks, develop KPIs/SLAs/OKRs, and implement performance monitoring mechanisms.
Drive root cause analysis (RCA) and CAPA to mitigate operational risks and improve customer satisfaction (CSAT, NPS, VOC).
Develop and implement SOPs for scalable and repeatable business processes.
Coordinate project transitions across international teams (US,UK, Canada).
Partner with stakeholders in operations, HR, technology, and vendor management to ensure cross-functional alignment on transformation goals.
Deliver interactive and executive dashboards using Power BI, Excel, and SQL (basic) for decision-making insights.