Greater Delhi Area
Senior Business Operations & Program Management leader with 18+ years of experience driving large-scale operations, governance frameworks, and nationwide execution across 300+ locations. Experienced in managing ₹20–30 Cr operational portfolios, governing 20+ vendor partners, and leading multi-city operational programs for global brands across retail and distribution ecosystems. My expertise includes Business Operations, Program Management, Operational Excellence, KPI governance, vendor performance management, and large-scale rollout execution. I build structured SOP frameworks, audit systems, and RCA-driven improvement models that strengthen operational control, improve accountability, and drive measurable performance improvements. Delivered 25–40% improvements in SLA and TAT performance through data-driven decision making, process optimization, and strong governance frameworks. Comfortable working with CRM workflows, BI dashboards, POS-integrated tools, and digital reporting systems to improve operational visibility and enable faster leadership decision-making. Currently open to Senior Manager / AVP opportunities in Business Operations, Program Management, and Operational Excellence across Delhi NCR.
About the Company: Tech-enabled prepaid card & digital voucher distribution network with CRM workflows, POS-based activations and nationwide digital reporting. Key Responsibilities & Achievements: • Managed ₹20–30 Cr operations portfolio, 20+ vendors and multi-city delivery teams. • Led 300+ national rollout programs for global brands (Microsoft, Google, KFC, Paytm, Norton, McAfee, QuickHeal). • Improved SLA/TAT by 25–40% through audits, RCA/CAPA and governance frameworks. • Designed SOPs, governance templates and execution standards across 300+ cities. • Implemented BI dashboards, CRM workflows and reporting automation (30% manual effort reduction). • Strengthened compliance and partner capability through structured reviews & field coaching. • Stabilized retail activations, distribution ops and deployment execution with predictable performance. • Led 80–120 on-ground and backend team members across operations and vendor workflows. • Collaborated with Sales, Finance, SCM & Product teams to align execution with client expectations.
• Managed national vendor ecosystems and distribution operations for Microsoft, Google, Intel & Quick Heal. • Oversaw 100+ vendor relationships; negotiated performance terms and compliance metrics. • Improved vendor SLA adherence by 18% through audits and governance routines. • Executed distribution across 5,000+ retail points with strong visibility & replenishment accuracy. • Streamlined reporting and data quality across retail networks. • Built scalable warehousing & last-mile fulfilment models, reducing B2B turnaround time.
• Launched prepaid card partnerships delivering 15% YoY growth. • Led merchandising & audit cycles across 200+ outlets, improving compliance by 30%. • Delivered in-store display deployments to enhance retail visibility. • Supported B2B/e-commerce fulfilment with 98% OTIF accuracy.
• Led 80–120 staff across store ops, service, logistics and inventory. • Improved stock accuracy, SLA compliance and shrinkage control via audits and governance. • Enhanced NPS through service workflows, staff coaching & issue resolution processes. • Managed daily operations, VM, replenishment and escalations.
• Managed category performance, merchandising, pricing alignment and customer service. • Strengthened brand experience through stock coordination and partner alignment. • Improved pricing competitiveness & margin performance.
• Managed store ops, stock accuracy, scheduling & service routines. • Ensured VM standards, brand presentation and escalation handling.
• Delivered premium service, merchandising accuracy & store execution. • Handled escalations, billing checks & operational routines.