ROHIT KUMAR
A-592, Block A, New Ashok Nagar, Delhi 110096
M: +91 8102589790 | E:
[email protected]Summary
Dedicated Operations Manager and effective leader with proven ability in process optimization,
team management, and client relationship building. Skilled in strategic planning, operational
efficiency, and data-driven decision-making to reduce costs, improve productivity, and ensure
seamless operations.
Core Competencies / Keywords for ATS:
Operations Management | Client Relationship Management | Process Improvement | SLA
Management | Cross-Functional Leadership | KPI Tracking | Risk Mitigation | Vendor
Management | Data Analysis | Escalation Management | Team Development
Highlights
Client management and operations
Team leadership & motivation
Loan processing & verification
KYC document verification
Escalation management (RBI guidelines)
Dialer operations & data analysis
Strategic planning for daily operations
Performance management & feedback
Experience
Operations Manager – LegalPay (Sep 2024 – Present)
Managing a team of 150 for client management
Overseeing dialer operations and strategic planning
Conducting weekly performance reviews
Managing escalations and ensuring smooth operations
Assistant Manager – LegalPay (Oct 2023 – Sep 2024)
Led client operations and managed teams
Provided operational feedback and handled data filtering
Senior Team Leader – Operations – MBA Consulting India Pvt Ltd (Jul 2023 – Oct 2023)
Managed client operations to achieve targets
Motivated team and handled dialer operations
Team Leader / Collection Executive – CLXNS Technology Pvt Ltd (Jun 2021 – Jun 2023)
Led client operations, managed attrition/shrinkage
Followed RBI guidelines and escalation matrices
Phone Verification Executive – PC Financial Services (Jan 2020 – Mar 2021)
Verified loan applications and KYC documents
Processed loans after verification
Education
B.Sc, Veer Kunwar Singh University (VKSU), 2021
12th, Bihar School Examination Board (BSEB), 2018
10th, Bihar School Examination Board (BSEB), 2016
Interview Preparation – Top 10 Operations Manager Q&A
1. Tell me about yourself.
I have X years of experience in operations management and team leadership. I have managed
large teams, optimized processes, and consistently achieved targets. In my previous role, I
managed a team of over 150 people, focusing on strategic planning, dialer operations, and
client management. My priority is always to maintain smooth processes and motivate my team
to deliver results.
2. What is the most important skill for an Operations Manager?
In my opinion, the most important skills are communication and process optimization. Without
effective communication, team coordination becomes difficult, and process optimization is
essential for reducing costs and improving productivity.
3. How have you improved team productivity?
I implemented KPI tracking, performance analysis, and weekly review meetings. By analyzing
data and prioritizing high-potential cases, I was able to increase the closure rate by 15% and
reduce turnaround time by 20%.
4. How do you handle conflict within your team?
First, I listen to both sides carefully to understand the root cause. Then, I bring both parties
together in a neutral environment to find a solution. If necessary, I take a decision based on
company policy.
5. Can you give an example of reducing operational costs?
In one project, I modified the dialer call flow and improved data filtering. This reduced non-
productive calls by 30% and saved around 12% in operational costs.
6. How do you motivate your team?
I recognize and appreciate team achievements through spot incentives, public recognition, and
one-on-one feedback. I also provide skill development training to maintain a growth mindset
among team members.
7. Tell me about a major operational problem you solved.
Once, due to a server issue, the dialer was down for four hours. I quickly implemented a manual
calling strategy, used backup data, and divided the team into small groups. As a result, we
achieved 80% of the day’s target despite the downtime.
8. How do you monitor performance?
I use KPI dashboards, weekly reports, and real-time analytics to monitor performance. This
allows me to identify underperforming agents quickly and provide timely coaching.
9. What would you do if the client deadline is very tight?
I would restructure the project plan, prioritize critical tasks, and assign work in shifts. This
ensures we meet the deadline without compromising on quality.
10. Where do you see yourself in five years?
I see myself in a senior leadership position in operations, contributing to strategic decision-
making and playing a key role in driving business growth.
