May 2024 – Jan 2025 · 8 mos · Lucknow, Uttar Pradesh, India · On-site

• Managing Supply Chain of Fulfillment Centers, Hubs & Super Stores Operations of Uttar Pradesh as well as their Inventory management, Inbound, Outbound including First-Mile, Mid-Mile & Last-Mile Operations, Customer's Complaints & Grievances.
• Sourcing & Onboarding of Delivery Partners for UP region.
• Also Scouting & finalizing of properties for launching of New Super Stores and providing operational supports. Moreover taking care of area expansion and orders/business growth.

Oct 2021 – May 2024 · 2 yrs 7 mos · Noida, Uttar Pradesh, India

• Management of multiple Distribution Center (Dark Stores), Inventory Management, Inbound, Outbound, Last Mile Operations, Sourcing & On-boarding of Delivery Partners for Delhi/NCR. Launching of New Dark Stores and providing Operational supports. Looking after of Area expansion and Orders/business growth.

Sep 2019 – Sep 2021 · 2 yrs · Patna Area, India

• Strategy and planning:
• ▪Assisting the top-management in developing operations strategy for effectively scaling the operations & liaison between the strategy team and implementation team.
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• Implementation:
• ▪Designing processes, optimize operations and effectively launch and implement various operations strategies for the company. Proactively collecting feedback and responsible for tweaking processes to make them robust.
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• People management:
• ▪Responsible for devising sourcing strategies, designing training modules and also for developing employee retention strategy. Managing a team of 80-100 employees or Delievery Executives directly or in-directly.
• Customer experience:
• ▪Responsible for fire-fighting in times of crisis and will also be responsible for setting high standards of customer experience.
• ▪Leading cross functional teams using strong planning and organizational skills with
• ▪Evaluating and managing the resources and processes required for the successful completion of projects.
• ▪Ensuring that the individual branches focus on Safety, Quality, Customers Service, and Profitability.
• ▪Ensuring that we are delivering an excellent customer experience and address escalated customer concerns as necessary.
• ▪Improving the operational systems, processes and policies in support of organizations mission - specifically, support better management reporting, information flow and management, business process and organizational planning.
• ▪Providing individual coaching feedback sessions, and weekly one-on-ones that focus on improving customer satisfaction Monitor real time service levels and schedule adherence.
• ▪Serving as leaders and point of contact for escalated contact resolution of a supervisory nature or complex problems.
• ▪Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other Change initiatives as required

Oct 2018 – Sep 2019 · 11 mos · Lucknow, Uttar Pradesh

• End to End Sourcing & Onboarding of Ofline Merchants, Vendors, Outlets for eKYC and Payments Ops. in Uttar Pradesh. Accountable for wallet upgradation through eKYCs, Saving & Service Bank A/c Opening, Remittance, Cash In/Out, Business Development, Market expansion. Managing and retaining relationships with existing clients as per Company’s defined parameters.
• Initiated with strategizing, launching, Business Expansion and growth of assigned territory with great customer experience.
• Accountable for Business Planning and execution, costing and budgeting and P&L for exponential growth of the business.
• Develop the strategy and planning to appoint new New Merchants / Franchises / Vendors.
• Acquisition of New Merchants / Franchises / Vendors sourcing and onboarding for payments business, their training and business development of the channels with proper compliance.
• Lead generation to identify key properties with partners and stakeholders in order to have a profitable business association.
• Serve as a key member of Partner & Startup Business Development teams in helping to deliver overall Start up partner strategy.
• Work with a selected group of new & existing partners to define and execute joint Operations and GTM strategy
• Working closely with local sales team to understand the target of customer segments and plan localized market campaigns to boost up performance. Interacting with partners for understanding their requirements and suggestion for enhancement.
• Maintain market intelligence on competitors activity and inform the management about the gap in product offering.
• Ensuring operational excellence and maintaining the quality throughout the process with great customer experience.
• Periodic review of the SLA’s singed off with Partners and Stakeholders and resolve issues between company and them.
• leading, influencing, creating and work within cross-functional team environments.
• Maintaining customer relationship to achieve quality of products & services.

Nov 2017 – Sep 2018 · 10 mos · Lucknow Area, India

• Looked after of Paytm's 10 Agencies across Uttar Pradesh EAST region for KYC & e-KYC, Customer's Grievances and Partner Management

Sep 2015 – Oct 2017 · 2 yrs 1 mo

• Managing PAN India Operations of activating Mobile Wallets (Vodafone mPesa) with proper documents verification as per RBI rules for a Telecom giant VODAFONE & TATA Docomo E2E document pickup from outlet to warehousing of MUMBAI Circle.
• Managing a team of approximately 600+ employees in a busy working atmosphere including BM, Dept. Head, ZC/TL’s & FSEs.
• Identification of business new partners as per organization’s recommendation and set up of business processes.
• New Business Orientation by meeting new clients and understanding their expectation and work independently.
• Managing and analyzing performance of Services, Deliveries and Customer’s Satisfaction with quality of turn around time.
• Defining of Business strategy and Customer Service Strategy for the Circle.
• Optimum Technology Utilization, Budget Control and Profit & Loss of the Business.
• Managing and ensuring of all the regulatory obligations are met and reports are submitted on time.
• Carry out root cause analysis of recurring/escalated Issues & sensitize process owners in case of failures in operations.
• Demonstrated ability to work effectively in a fast paced, deadline driven environment, eager to learn, pre-emptive, diligent with attention to details, collaborates well, dynamic & selfmotivated, effective communicator at all levels & team player.
• Providing training, coaching, self development and motivation for employees for better outcome with R&R Ceremony quarterly.
• Service review meeting with Corporate Clients for PAN India performance and Process Driven smoothly.

Aug 2013 – Aug 2015 · 2 yrs

• Managing process of a telecom giant VODAFONE in Bihar & Jharkhand and TELENOR Communication with proper verification of documents as per the Guidelines of TRAI, VTM & DOT.
• Managing a team of Approx. 800+ employees & 10 Dept. or Vertical Heads (HR, Account, IT, Infra & Admin, Field Manager, Data Entry Manager, Scannig Manager etc across B&J Circle.
• Establish and implement departmental policies, goals, objectives, and procedures among team.
• Creating, managing and analyzing performance data and other information.
• Ensuring that capacity and capability are continually planned.
• Encouraging, identifying and developing best practice strategy.
• Ensuring compliance to all Environmental Health & Safety goals & objectives.
• Working closely with the clients, Marketing Manager, IT Manager & HR Accounts department.
• Dealing of Other Project of KYC Document collections for clients such as 5Paisa Capital & IIFL, AuthBridge, Capital Via, F6 Finserve, Faircent, Fisdom, Mobikwik, and Paytm.
• Dealing with Document Scanning Project of DHFL Ranchi.
• Monitoring & Reporting of Preset Compliance and Process Hygiene related Parameter

Apr 2012 – Jul 2013 · 1 yr 3 mos

• Spearheading as a Branch Manager with gamut of responsibility pertaining to Operations Management for Bihar Circle.
• Monitoring of daily operations to ensure a free flow process and also supervise the execution of daily tasks.
• Directing all operational aspects including Distribution, Customer service, Human resources, administration and sales in accordance with the Telecom’s objectives and Delegating tasks to members of the operations team.
• Providing training, coaching, self development and motivation for Telecom personnel or FSE for better productivity & outcome.
• Locating areas of improvement and propose corrective actions that meet challenges and leverage growth opportunities.
• Serve as the single point of contact for all clients and to the project stakeholders and partners.
• Collaboration with heads of other units to develop best practices and HSW for successful operations and process executions.
• Accountable for entire circle recruitment activities of new employees as well as the retention of the existing ones.
• Expertise in leading and guiding a team of 600+ employees including Process Heads, ZC / TL’s, FOS and backend staffs.
• Possess in-depth knowledge of entire operations ranging from ensuring SLAs, Process flows, Team/Performance, Forecasting, MIS, Root Cause Analysis and Trainings, process management and/or service delivery operations.
• Accountable for the Circle Growth and Profitability (P&L) with service deadlines & plan processes to maintain TAT.
• Responsible for timely Data extractions for Billing and GRN generation from clients and Collection Process of Circle.
• Keep posted of all operational & procedural changes within system to Manage work force allocation based on skills and talent.
• Service review meeting with Zonal and Circle CSD clients for loop holes in process for process excellence.
• To act as a Profit Center Head, Cost & benefit analysis for new Client acquisition.

Sep 2010 – Mar 2012 · 1 yr 6 mos

• Kolkata & Rest of Bengal (ROB) Operations
• E2E Data and document management for leading telecom giant Vodafone for activation under TRAI,TERM & DOT Guideline.
• Managed entire E2E process of CAF Management from Filed pickup to warehousing for ROB (Rest of Bangal) Circle
• Expertise in leading & guiding a team of 500+ employees including FOS, TL’s, Backend, Circle, Zonal & District Spoc Managers.
• Responsible for proper documents verification and number of prepaid activations as per TRAI/DOT/TERM guidelines.
• Responsible for handling all clerical duties and phone calls.
• Responsible for Backend Operations, Market visit including Distributors, Retailers as well as Customers to resolve queries.
• Accountable for Implementing new ideas, company norms & activities in to the market to increase the productivity.
• Liable for retailers, distributors & franchise acquisition & onboarding maintaining discipline and systematizing district offices.
• Accountable for E2E Recruitment & managed a team that included their ongoing training & development thereafter maximized output from every team member.
• Top Advisor in the team on a regular basis, won award for team performance.
• Optimizing resources to get the maximum out-put, planning and execution of process as per the SOW
• Special attention to VTM / TERM sample data related activity on regular/month basis with submission within TAT.