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Management Manager

Mumbai, Maharashtra, India
February 18, 2018

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Gagan Narula

Mobile: +** ***** *****;


With this letter, I would like to express my interest in openings in your organization. As a highly accomplished Business Development and Management professional with a comprehensive experience in the areas of Client Management, Vendor Management, Operations, Training, and Territory Management, I have demonstrated solid abilities in achieving growth targets, implementing new business lines, and creating benchmark performance in the best possible manner. The attached resume gives a comprehensive idea of my career and highlights the merits that closely align with the job description

With my diverse experience, professional attitude, and business acumen, I have maintained a track record of developing competitive plans to achieve both short-term and long-term goals. As a Business Process Analyst and various other roles done till date, I possess a diverse business knowledge and propensity to initiate positive changes and steer teams and company in new directions. As a self-motivated individual with an experience of working at both national and international locations, I believe I offer a combination of skills that would give a competitive edge to any company I join. My analytical skills, leadership ability coupled with outstanding interpersonal skills and a deep understanding of global markets, allow me to produce commendable outcomes in a fast-paced, constantly changing environment

I would appreciate the opportunity of an interview to discuss my qualifications, professional experience, and benefits that I could bring to this position. I have enclosed my résumé with further details

My eligibility to apply for any employer in Canada rests due to the Express Entry Program candidature and the profile number is included in the enclosed résumé

Thank you for your time and consideration. I look forward to hearing from you


Gagan Narula

Gagan Narula

Phone: +91 98203 32064 e-mail:

Canada Express Entry Profile #: E000877158


To nurture professionalism and deliver value in a world class organization which provides opportunities to grow and effectively utilize the skills developed through education and experience

Profile Summary: Executive Post Graduate Diploma in International Business Strategy through Indian Institute Foreign Trade (IIFT), Delhi; Bachelors of Engineering (Chemical) and 15 years plus experience with major exposure in Operations Management, Client Relations, Business Development and Vendor Management

Business Verticals coverage: Business Development, Client Relations (Diplomatic), Vendor Management, Territory Management (Regions and Country), Operations, Projects (Transformation), Training, Quality, Verifications

Work Experience:

1)Company : VFS Global Services Pvt. Ltd.

Designation: Dy. General Manager

Duration: from August 2007 till date

India (current location & role) –

As a Business Process Analyst, working on the Functional aspects of a Business Systems and Transformations project

Conceptualizing, Prototyping, Simulating, Developing, Testing and Rolling out new system and processes

Transforming the current Business as Usual (BaU) into its new life cycle phase, with radical developments

Liaisons within the company across levels to formulate the concept and outside the company for Vendor selection

Post BaU, to control the Enterprise level business solutions with involvement of relevant stakeholders

Belarus –

As a Country Manager, responsible for Statutory compliance adherence, Company policy implementation, Vendor Management, Business development, P&L, Budgeting, Client Relations, Operations establishment and efficient functioning, Contingency Management, Procurement, ISO compliance etc.

Business growth achieved from start to a million dollar revenue location in the tenure of about one and a half year

Russia –

Achieved organic growth spanning across the geography of Russia

Responsible for Company Policy implementation, Vendor Management, Business farming, Client Relations, Operations, P&L and Budgeting of accounts managed, Contingency Management, ISO compliance etc.

Effectively managed accounts and revenue contributions of multi-million USD per year with multiple clients

Nigeria –

Identified issues, recommended improvements, got approved by on-site management and regional head, implemented modifications on-site for the Operations team which resulted in better mitigation plans and improved process efficiency by 15%

Training –

Certificate awarded on successful completion of the Managers Development Program (MDP) arranged by the company in Aug 2011

Certification –

Successfully completed the Behavioral Event Interview (BEI) Certification to be a neutral interviewer for the PCMM level 3 requirements

Business Verticals Coverage –

Business Development

Client Relations (Diplomatic)

Vendor Management

Territory Management (Regions & Country)


Projects (Transformation)

2)Company : IBM Daksh Business Process Services

Designation: Assistant Manager, Operations

Duration: From December 2004 to August 2007

India –

Responsible for effective functioning of existing business, implementations of new line of business, liaisons with inter departments, Performance enhancement, assisting develop alternative methods of running Vendor Operations and Contingency management for client, implementing strategic enhancements on service delivery and optimizing resources to enhance cost control practices

Achieved multiple awards for overall performance on a consistent basis, gained client confidence by performance to launch the first ever critical project offshore and lead the same by creating benchmark of performance in their history

Business Verticals Coverage –


Client Relations

3)Company : TransWorks Information Services Ltd

Designation: Team Leader, Operations

Duration: From July 2002 to December 2004

India –

Responsible for handling Client Calibrations and other interactions, Operational compliance adherence, Training, Quality, Verifications and Rewards and Recognitions, COPC (quality) compliance, transaction monitoring system efficiency, Feedbacks, Campaign reviews, Performance management of staff, Coach leaders in shift management skills, review of team performance, lead utilization optimization, Daily performance reports, Planning and scheduling of staff for desired productivity, streamlining of process in various departments, Transaction Management, implementing strategic plans on service delivery and optimizing resources to enhance cost control practices

Successfully converted a Pilot project to an established campaign of the client and achieved Client commendation in the first month of the pilot phase

Business Verticals Coverage –





Client Relations

4)Company: Epicenter Technologies Pvt. Ltd.

Designation: CRA (Customer Relations Associate)

Period: October 2001 to Jun 2002

India –

Responsible for efficiently carrying out transactions for the Collections process for the US client

Set-up benchmark on two out of six parameters and achieved highest revenue collector for two quarters in a row

Business Verticals Coverage –


Academic Background:




1) Executive Post Graduate Diploma in International Business Strategy

Indian Institute of Foreign Trade (deemed university), New Delhi, India

Indian Institute of Foreign Trade

2) Statement of Accomplishment certificate (distinction)

Online course from Coursera – ‘Competitive Strategy’


3) Statement of Accomplishment certificate

Online course from Coursera – ‘Financial Markets’

Coursera institute with Yale University

4) Statement of Accomplishment certificate

Online course from Coursera – ‘Foundations of Business Strategy’

Coursera institute with University of Virginia / Darden School of Business

5) Bachelors of Engg. - Chemical

University of Mumbai, India

Thadomal Shahani Engineering College

Languages Known:

English, Hindi, Punjabi, Gujarati and Marathi

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