Senior manager

SAYED RIYAZ P R

************@*****.*** +91-988**-***** Bengaluru, India

https://www.linkedin.com/in/sayed-riyaz-59b40a43/

Professional Summary

Strategic and performance-driven Senior Operations Manager with over 15 years of progressive experience in the BPO industry, leading large cross-functional teams, managing high-volume operations, and delivering process excellence across customer service, technical support, and back-office domains. Adept at achieving operational targets, enhancing client satisfaction, and driving continuous improvement through data-led decision-making and using Lean Six Sigma methodologies. Proven ability to manage transitions, scale operations, and mentor high-performing teams in hybrid work environments.

Core Competencies

BPO Operations Management, Service Delivery & SLA Adherence, Process Optimization & Automation, Client & Stakeholder Engagement, Process Compliance, P&L Management, Workforce Planning & Scheduling, Team Building & Leadership, Transition & Migration Projects, Root Cause Analysis & Corrective Actions

Professional Experience

Senior Manager – Transition, Training, Team Operations NobleServe Systems Pvt. Ltd., Bangalore

December 2022 – Present

Leading the Transition of title operations for a major client account with a team of 10+ associates and SMEs, managing non-voice processes across multiple shifts.

Achieved and maintained SLA compliance of >95% in TAT, accuracy, and quality metrics consistently.

Headed Training, Title Transition, and Quality Audit teams, aligning processes with business goals.

Conduct weekly client governance calls, deliver performance reports, and manage expectations for process improvements.

Spearheaded process reengineering initiative resulting in a 20% increase in productivity and a 15% reduction in operational costs.

Mentor and develop team leaders and high-potential associates through structured coaching plans and monthly 1:1s.

Led team development through structured coaching, reviews, and performance-driven mentoring.

Collaborated with cross-functional teams for project delivery and process standardization.

Introduced compliance frameworks to meet regulatory standards.

Led the development of Standard Operating Procedures (SOPs) and the design of comprehensive training modules to support process consistency and staff development.

Project Coordinator First Point Solutions, Bangalore

September 2019 – November 2022

Handled daily operations for an international title process client; managed case resolution, escalations, and internal audits.

Reduced average handling time (AHT) by 12% through continuous training and workflow adjustments.

Managed multiple projects from initiation to closure, meeting tight deadlines in a high-pressure environment.

Maintained client engagement, clarified goals, and ensured clear communication across teams.

Prepared presentations and tracked timelines, aligning deliverables with expectations.

Played a key role in transition support for a new client process, ensuring seamless knowledge transfer and SOP documentation.

Career break – April 2018– August 2019

Senior Manager First American (India) Corporation, Bangalore

February 2010 – March 2018

Joined as Team Lead and progressed to Senior Manager, overseeing operations, training, and client engagement.

Oversaw daily operations and global communication, contributing to automation and analytics initiatives.

Owned team budgets and led SOP documentation, compliance, and information security measures.

Engaged with US-based coordinators for process knowledge transfer and improvements.

Delivered accurate and timely processing of customer requests in alignment with SLAs.

Maintained 98%+ accuracy and quality scores for 12 consecutive months.

Consistently ranked among the top 5 performers in the team.

Team Leader InterTitle Inc (a Division of FIC), Bangalore

March 2003 – January 2010

Joined as Back Office Associate in startup phase and grew into Team leader role.

Implemented efficient workflows and supported training, SLA tracking, and transition reporting.

Implemented more efficient processes and reduced wasted resources.

Resolved customer queries and problems using effective communication and providing step-by-step solutions

Maintained communication with supervisors and reported to Operations Manager regularly.

Executive – Customer Relations & Client Support (2000–2002)

Worked across companies in customer relationship roles, enhancing communication and service delivery.

Education

Masters in Commerce (M.Com)

[Karnataka State Open University [2009]

DIploma in Computer Science (DCS)

[Vasavi Jnana Peetha Polytechnic, BLR [1997]

KSSEB – 10th (SSLC)

[Shastri Memorial High School, BLR [1994]

Certifications

- Six Sigma Yellow Belt – [6Sigma Study]

- Advanced Excel & MIS Reporting – [FirstAM LnD]

- PMP Concept Experience (Title Project Management)

- Scrum Fundamentals Certified – VMEdu

Technical Skills

- MS Office (Excel, PowerPoint, Outlook)

- CRM Tools (InSight, Zendesk, Freshdesk)

- Reporting & Dashboards (Excel, Power BI-Basic )

Key Strengths

- Highly responsible and adaptable professional with a strong focus on maximizing available resources to drive efficiency.

- Excellent communication and interpersonal skills; adept at building and maintaining strong professional relationships.

- Strong organizational abilities with proven multitasking skills, along with keen analytical and problem-solving capabilities.

- Trusted to handle sensitive information with discretion, demonstrating high standards of integrity and confidentiality.

- A collaborative team player with the ability to lead by example, inspire teams, and drive them toward achieving business objectives.

Personal Details

Date of Birth: 16-Aug-1978.

Father’s Name: P. Sayeed

Languages: English, Kannada, Malayalam, Hindi, Tamil

Address: Flat-004, MIMS Habitat, Byrathi Bande, Hennur main Road, Bengaluru.

Sayed Riyaz P R

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