Harpreet Singh Bachher
Operations Manager
Kuala Lumpur,14
Summary
Seasoned Operations Manager and talented leader with 20 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
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1
Language
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Certification
19
19
years of professional experience
Work History
Deputy Operations Manager (Travel)
WNS Global Services P. Ltd.
Gurgaon, India
07.2022 - Current
- Managing Entire operation for the Etraveli (booking.com).Delegated and manage the important KPIs (AHT, Roster, Attendance, Csat, Quality) under my complete guidance and supervision with a team of 10 AMs(managing a team of 20 agents each)
- Boosted operational effectiveness with thorough risk assessments and mitigation plans implementation.
- Managed cross-functional teams for successful project completion and improved team collaboration.
- Built a positive work environment by promoting open communication channels as well as recognition programs designed to acknowledge employees'' hard work.
- Streamlined the onboarding process for new hires by developing a comprehensive orientation program that familiarized employees with company culture, policies, and best practices.
- Working and trained on GDS software , like Galileo, Amadeus, Sabre and other LCC airlines portals.
- Developed comprehensive training programs, resulting in improved employee performance and productivity.
Executive Assistant to CEO, Operation Manager(Commissions)
Employee Pooling Resources
12.2019 - 06.2022
- Degated and complete the important projects under my complete guidance and on the given deadline, with the help of my team subordinates. Also, got Client appreciation on saving an huge amount of money in my running tenure
- Provided professional administrative support during board meetings, including agenda preparation and minute-taking duties.
- Ensured smooth daily operations through consistent maintenance of office equipment, troubleshooting issues when necessary.
- Work on CRM software , like Salesforce, Agency Integrator, One Hq, Agent Front, and SmartOffice
- Preparing Billing MIS, Break up Charts , calculating the FTE(Full Time Equivalent) value of each employee in the team.
Head of the Department (Sales and Marketing)
S L Fasteners Pvt. Ltd.
12.2018 - 11.2019
- Leading weekly and monthly project, sales reports and highlighting any issues to leadership.
- Coordinate across business units affecting the project.
- Negotiated contracts with vendors, securing favorable terms while maintaining strong working relationships.
- Maintained a high level of employee engagement by recognizing individual and team accomplishments, celebrating success stories, and addressing performance gaps constructively.
AM (Global Voice Solutions)
Videocon Telecom
04.2017 - 04.2018
- Team GWV(Global Wholesale Voice) Operation Managing new interconnections and managing existing telecom carriers for trading in international voice traffic and to explore business opportunities from customers & suppliers
- Proficient in voice solutions - destination based buying/selling, swap and bilateral deals development, business development, team management, negotiations with telecom carriers
- Seek and send rate targets, negotiate costs and prices, credit and collections follow up, Signing/Updating Voice trading systems with bilateral deals, Follow-up with customers for disputes resolution etc.
Account Manager (senior Executive)
Tata Communications Ltd.
10.2014 - 04.2017
- Preparing daily logs & activity tracker with a view to maintain service level and productivity
- Maintaining quality reports
- Structuring reports and data to be audited by higher level and stake holders/auditors for their easy access.
Sr. Executive
Aircel Telecom Pvt. Ltd.
09.2009 - 10.2014
- This role requires me to undertake the entire business development activities with global coverage to all the regions like Asia Pacific, Middle East, Europe and Americas
- Also, once the client comes on board, I manage the entire account of the client and discuss the commercial case and opportunities that exist between Aircel and the client.
- Streamline Agreements (NDA, RTSA, comments & resolution to make it mutually workable)
- Handling sales to partners in India for services such as VPS (Cloud Server), Dedicated Servers, SSL Certificates, domain registrations, hosting e-mail/website solutions, VOIP and managed services
Benefits Operation Admistrator
Hewitt Associates Pvt. Ltd. (NKA Wipro Pvt. Ltd.)
06.2007 - 09.2009
- Handling critical client data, working on pension, pay-roll, payments, retirement benefits, etc
- Answering questions of client regarding benefits (pension, pay-roll, payments, retirement benefits, etc.) and calculating benefits (pension, pay-roll, payments) of the employees of the client
Education
Post Graduate Diploma in Operations (A grade) - Operations Management
Symbiosis, Pune.
Pune, India07.2012
B.Com (Pass) -
Delhi University
New Delhi 04.2001 -
Skills
Project Management
Employee Supervision
Performance Tracking
Training and mentoring
Staff Training and Development
Service Delivery Management
New Employee Hiring
Customer Engagement
Business Development
Certification
PMP (Project Management Professional) trained, certification is pending in July 2024
Notable Credits
- Awarded with Star of the Month certificate twice in TCL.
- Received Best Sales Award for 130% Sales for a month target.
- Active in arranging events, team empowerment activities.
- Coordinating with Team Managers and Administrative team to arrange Rewards and Recognition ceremonies.
- Appreciating and Motivating team members as and when required
Area Of Work Expertise
- Project Management
- Operation Management
- Business Process Improvement
- Team Operations
- Training & Development
- MIS Reporting
- Quality Assurance
- Client Relationship Management
Personal Information
- Date of Birth: 04/16/86
- Marital Status: Married
Additional Information
PMP (Project Management Professional), trained, certification due in July 2024
PMS(Professional Scrum Master) Certified in Mar 2024
Timeline
Deputy Operations Manager (Travel)
WNS Global Services P. Ltd.
07.2022 - Current
Executive Assistant to CEO, Operation Manager(Commissions)
Employee Pooling Resources
12.2019 - 06.2022
Head of the Department (Sales and Marketing)
S L Fasteners Pvt. Ltd.
12.2018 - 11.2019
AM (Global Voice Solutions)
Videocon Telecom
04.2017 - 04.2018
Account Manager (senior Executive)
Tata Communications Ltd.
10.2014 - 04.2017
Sr. Executive
Aircel Telecom Pvt. Ltd.
09.2009 - 10.2014
Benefits Operation Admistrator
Hewitt Associates Pvt. Ltd. (NKA Wipro Pvt. Ltd.)
06.2007 - 09.2009
B.Com (Pass) -
Delhi University
04.2001 -
Post Graduate Diploma in Operations (A grade) - Operations Management
Symbiosis, Pune.