Manish Mathur

25+ Years Experienced Professional In Managing Operations By Structuring High-Performing Organizations, Streamlining Processes & Generating Profits
Pune, Maharashtra, India
English Language, Communication Skills, Aptitude
About
Recognised for repeated success in structuring high-performing Organizations, streamlining processes, and implementing supporting technology to reduce cost, enhance productivity, and increase profits. Leverages extensive financial acumen to analyze, forecast and manage multi-million dollar budgets, identify key performance indicators and drive strategies to improve performance and maximize profits.
Talents
Work Experience
VP & Business Head - SBU
Mascon Compter Services Pvt Ltd
Full Time Sep-2012 To present 12 years 7 months
Responsibilities
  • Key Result Areas:
    • Identifying & Building Operational efficiencies & productivity gains
    • Budgeting & Forecasting
    • Contractual Compliance Management
    • Change Management & Process Excellence
    • Performance review of all functions against the set benchmarks. Identifying & Solutioning of gaps and provide direction to the respective leaders.
    • Client Relationship Management.
    • Ensure client specific SLA’s & KRA’s are met on continuous basis.
    • Identify systems and solutions for the clients and deploy the same.
    • P&L responsibility with EBDITA focus.
    • ESAT & CSAT responsibility.
    • Direct participation in new business acquisition and growth of current business lines.
    • Analysis & interpretation of daily/ weekly reports and dashboards in regard to deliverables, resource allocations, process adherence & gap analysis.
    • Organizational restructuring as per the business needs and participation in board for defining strategic plans for organizations growth/ goals.
Achievements
  • • Identified & built Operational efficiencies & excellence.
    • Defined and implemented Six Sigma driven methodologies to improve business processes & derive productivity gains.
    • Acquired & Transitioned 4 new client businesses which contributed to 47% of the collective organizational turnover.
    • Farmed additional business from the existing clients.
    • Contributed in identifying possible changes in operational procedures to better the bottom line revenues
    • Recognized for increasing the global presence of the organization.
    • Identified and successfully started 2 new business verticals.
VP – Head Operations
Vertex Customer Solutions India Pvt. Ltd.
Full Time Apr-2011 To Aug-2012 1 year 4 months
Responsibilities
  • Key Result Areas:
    • Building in Operational efficiencies.
    • Enhancing end customer experience.
    • Managing Multi location operations Pan-India
    • Foster highly engaged & motivated workforce
    • Re-engineering & optimization of Business Processes.
    • Multi-location partner/ vendor management
    • Customer life-cycle management.
    • Developing strong teams based on values, commitment & ethics.
    • Resource optimization, management & control.
    • People centric approach to lead, inspire and act as a role model for a large team in order to provide focus and direction in correlation to the company’s objectives & goals.
    • FOS Management.
    • Building Client’s experience & confidence for additional business & business continuity.
    • Periodic Capacity planning, development and preparedness as per client requirements.
    • Presenting Monthly/ Weekly reports & reviews to the management.
    • Responding to the escalated problems and escalating the unresolved issues
Achievements
  • Highlights:
    • Holds the merit of building operational efficiency.
    • Successfully managed Voice, Non- voice, back office operations of clients and teams spread over 9 states & 14 centers.
    • Successfully managing multi-location – multi process operations at multiple sites PAN India
    • Transitioning of culture as per Vertex Global work culture & processes
    • Efficiently established the 3 new centers & migrated 7 new processes
    • Successfully migrated new processes & ramped up the manpower from 4200 people to 6500+ people in 14 centers Pan-India
    • Instrumental in structuring the organizational operational hierarchy.
    • Identified and implemented automated/ system assisted activities/ processes.
    • Established Business Excellence Team to identify & implement, process & business improvement programs on continual basis
Director Operations
Teleperformance (CRM Services India Pvt Ltd)
Full Time Jun-2009 To Sep-2010 1 year 3 months
Responsibilities
  • Key Result Areas:
    • P&L responsibility for the site.
    • Resource optimization, monitor & control.
    • Conducts reviews, identify gaps & resolve issues.
    • Coordinate with various functional heads to ensure smooth operations.
    • Business process & Customer Service focus at the strategic and tactical levels
    • Capacity planning and development.
    • Responding to the escalated problems and escalating the unresolved issues
    • Planning and budgetary control to ensure no major deviation in pre-agreed budgets and costs.
    • Driving Process Improvement Programs & Process Excellence Team.
    • Developing strong operational teams.
    • People centric approach to lead, inspire and act as a role model for a large team in order to provide focus and direction in correlation to the company’s objectives & goals.
    • Centers performance & productivity.
Achievements
  • Highlights:
    • Served as role model for a large team in order to provide focus & direction in correlation to the company’s objectives & goals
    • Reduced CTQ defects to bring them within the benchmark as defined by the client.
    • Spearheaded the Compliance Team saving 80.76% against penalties.
    • Managed 5 circles for one of the top Telecom Operator in India
    • Was awarded “Best Inbound Up-sell Center Pan-India”
    • Reduced attrition phenomenally.
Vice President
iCall India Private Limited
Full Time Apr-2006 To May-2009 3 years 1 month
Responsibilities
  • Key Result Areas:
    • Building Operational Efficiencies
    • Direct Client interaction and Relationship Management.
    • Conducting periodic reviews to identify areas of improvement & resource optimization.
    • Assisting the Business Development Teams in closing new business.
    • Ensuring Service Levels are met as per client KPI’s.
    • Process Mapping & Migration.
    • Ensuring Operational Excellence
    • Communicate and interact with other functional areas of the company to ensure that operational and capacity requirements are addressed.
    • Provided high customer experience.
    • Responsible for CSAT & ESAT.
    • Catering to 14 US, 2 UK & 8 Domestic campaigns/ processes
    • Adding value proposition to clients by providing customized technology driven solutions.
    • Participate in, and contribute to the budget process and ensure that the operation is functioning within the financial parameters established in the budget for handling the unit and the processes as Profit Center
Achievements
  • Highlights:
    • Successfully got ISO 9001:2000 (QMS) certification for iCall as the MR & lead.
    • Added value proposition through implementing advanced, latest technology & solutions for optimization of client processes.
    • Pivotal in improving the top-line growth by 86%, bottom-line growth by 121%
    • Efficiently reduced the attrition from 12.6% to 8%
    • Merit of increasing CSAT scores from 3.66 to 4.40 & ESAT scores from 3.50 to 4.35
    • Recipient of “Rising Star” Award for Best Call Centre/ BPO/ KPO in Gujarat
    • Increased the manpower strength from 410 to 1250 by the end of 2008 due to additional new business lines
    • Successfully migrated 4 Processes from the US and 1 from UK & 4 Domestic Processes
Chief Project Head
Dainik Bhaskar
Full Time Dec-2004 To Mar-2006 1 year 3 months
Responsibilities
  • Key Result Areas:
    • Identification & deployment of resources along with development of CTB’s (Critical to Business) areas & business delivery modules.
    • Process Identification, Mapping & Migration.
    • FOS Management & delivery management.
    • Vendor Management.
    • Strategic positioning of the company by tying-up with right Service Partners ensuring economies of scale.
    • Managing all aspects of Pre-launch, launch & post launch of DNA newspaper in Mumbai.
    • Recommend and implement strategies along with Monitoring & Contingency Planning.
    • Managing multi-location teams and processes.
    • Setting up Central Processing Unit in order to centralize the page making and advertisement insertion/ placement activity for all publications.
Achievements
  • Highlights:
    • Identified & implemented “Central Processing Unit” for the Group.
    • Awarded with a commendation letter by the MD of DainikBhaskar Group
    • Instrumental in successfully launching DNA newspaper in Mumbai through identification of technology & partners by setting up 9 centers catering to 2000 FOS.
AGM (BPO)
ContactSMT (SM Telesys Ltd.)
Full Time May-2002 To Nov-2004 2 years 6 months
Responsibilities
  • Key Result Areas:
    • Client Support & Relationship Management through Key Accounts Management & Direct client interaction.
    • Provide top-level recommendations, ensure compliance with the Corporate Group directives, identify opportunities and hold site operational meetings on a regular weekly basis.
    • Recommend and implement strategies.
    • Workforce Management.
    • Build strong & cohesive Operations team.
    • Process migration and setting up internal quality standards.
    • Satisfy all supporting requirements of the Contact Center.
    • Streamlining of quality processes.
    • Benchmarking of process and adherence for the set SLA's through identification of training & retraining inputs & requirements.
    • Coordinate with operational teams based at various locations catering to different clients from various industry segments to ensure that the predefined quality standards are being met.
Achievements
  • Highlights:
    • Increase in process quality adherence from 94% to 98.5%.
    • Identified 2 new business areas for the company and build business modules which were forward & backward integrated in the service offerings of the organization.
    • Implemented ISO 9001:2000 (Quality Management Systems) as the MR.
    • Received “Best Center of Excellence” from the Telecom client in US, consequently for 2 years.
    • Was awarded “Best Quality Center” by one of the Health Care Clients for Data Digitization process
Sr. Manager Marketing & Operations
Cogniant Informatics (I) Pvt. Ltd.
Full Time May-1998 To Apr-2002 3 years 11 months
Responsibilities
  • Key Result Areas:
    • Client Support & Relationship Management through proper Process Ownership.
    • Provide day-to-day management support and leadership to direct reports.
    • Clarify and communicate defined standards for productivity and quality.
    • Provide formalized audit and review of metrics, process adherence rates and K.P.I
    • Responsible for the reporting and monitoring of the KPI’s and recommending/ implementing the changes in processes, applications, scheduling, training etc. to improve the performance.
    • Establish internal Service Level Agreements between Operations and IT functions.
    • Handling & resolving internal conflicts, disputes, grievances and issues. Customer Care and Management through effective coordination with the Marketing teams based in US and in India. Providing Tech Support to client Unix Operating Systems all through US by monitoring and controlling the various levels of escalations.
Achievements
  • Highlights:
    • Independently managed the Indian operations for the principal based in US
    • Achieved ISO 9001:2000 certification as MR and initialized implementation of SEI CMM Level III.
    • Instrumental in creating business momentum by developing an extensive network of consultants & clients.
Marketing Manager
I. V. Communications Ltd.
Full Time Jul-1996 To Apr-1998 1 year 9 months
Responsibilities
  • Key Result Areas:
    • Identifying new accounts & catering to existing accounts.
    • Developing relationships in order to maintain a regular flow of business.
    • Servicing the nationwide network of Dealers and Distributors.
    • Channel Management & Growth
    • Media Planning & implementation.
    • Training of the Marketing and the sales force.
    • Coordinating with different Government and Semi-government bodies & Tender tracking.
    • Formulations of appropriate strategic plans, policies & recommendations pertaining to sales & marketing.
    • Manpower planning and deployment.
Achievements
  • Highlights:
    • Setup Customer Service Cells all over India, monitored by a Centralized Customer Service Cell based in Delhi.
    • Reducing Customer Grievances by 88% within the first year & increasing Repeat and Reference Orders by 76%
    • Setup National Network of Channel Partners and also setup 4 regional HUBs for Direct Selling of the products and Services.
Manager Marketing & Operations
Nimrod Laboratories Pvt. Ltd.
Full Time Feb-1992 To Jun-1996 4 years 4 months
Responsibilities
  • Key Result Areas:
    • Product Management and Market Analysis, through Market Research and Product Development
    • Developing a road map for Corporate Image Building exercise for the company.
    • Ensuring collection of relevant data on market trends, developments, and competition activities in order to contribute to sales marketing strategies.
    • Developing a nationwide network/ channel of Dealers and Distributors.
    • Brand Management, Product Management & Event Management, Press & Media relations.
    • Designing & ensuring implementation of sales strategies in order to deliver a dominant market share at optimal acquisition cost hence achieving company objectives of Gross Adds, Market share & Profitability.
    • Training of the Marketing and the sales force with effective Manpower planning and deployment.
    • Market Mapping, Gap analysis, Competition Feedback & Management reporting.
    • Identifying new markets, Market research & competitor’s activities analysis.
Achievements
  • Highlights:
    • Formulation & Implementation of Corporate Communication Strategy
    • In a startup venture achieved 58% of excess turnover over the Target Turnover in the OTC (Ayurvedic) Division.
    • Appointed an extensive network of Dealers & Distributors in North India.
    • Accountable for Branding & Brand development activities.
Regional Manager
TRP India (P) Ltd.
Full Time Jul-1989 To Jan-1992 2 years 6 months
Responsibilities
  • Key Result Areas:
    • Direct concept selling
    • Providing after sales service and handling customer grievances and quarries.
    • Designing & ensuring implementation of sales strategies through a team of energetic, motivated & committed personal which delivers a dominant market share at optimal acquisition cost hence achieving company objectives of Gross Adds, Market share & Profitability.
    • Training & motivation of the sales force.
    • Manpower planning and deployment.
    • Developing strategies and marketing plans to achieve the targets.
    • Identifying new markets and starting operations there.
Achievements
  • Highlights:
    • Best Marketing Executive
    • Best Area Manager – All India
    • Best Branch Manager – All India
    • Fastest career growth, joined TRPIL as Sr. Marketing Executive in 1989, got promoted to Area Manager in 10 months, got promoted to Branch Manager in next 12 months and to Regional Manager in the next 12 months.
Education
Bachelor of Commerce, Commerce
Delhi College of Arts and Commercedelhi university
1986-1989
Bachelor of Commerce, Commerce
1986-1989
Profile Snapshot
Manish is based out of Pune & has studied Commerce, B.Com-Bachelor of Commerce from Year 1986-1989 in DCAC-Delhi College of Arts and Commerce, delhi university.
Manish Mathur is Skilled in English Language, Communication Skills, Aptitude and other talents.