Operations & Program Manager - SLA & Service Delivery Expert

SAJEER A

Operations Manager Program Manager Service Delivery Manager

+91-908******* n ******.*******@*****.*** n Bengaluru, India n linkedin.com/in/sajeera PROFESSIONAL SUMMARY

Results-oriented Operations and Program Manager with 7+ years of progressive experience across EdTech and Financial Services. Specialises in service delivery, SLA governance, ticketing operations, and cross-functional process optimisation. Proven record of achieving 98.45% SLA compliance, reducing turnaround time by 78%, and sustaining zero-backlog environments. Seeking Operations or Program Manager roles targeting 10+ LPA. KEY ACHIEVEMENTS

78% TAT Reduction

Cut turnaround time from 238 hrs to 52 hrs, saving ~186 hrs per cycle through process re-engineering

98.45% SLA Compliance

Exceeded SLA targets across 3 consecutive quarters, reducing breach instances from ~12% to 1.55%

Zero Backlog

Cleared and sustained a zero-backlog state across 500+ weekly tickets through real-time queue prioritisation

22% Rejection Drop

Decreased document rejection rate from 78% to 56%, improving first-pass accuracy by 28 percentage points

CORE SKILLS

Operations Management Program Management Service Delivery SLA & KPI Governance Ticketing Operations Escalation Management Process Optimisation SOP Development Root Cause Analysis Workflow Automation Dashboard Reporting Microsoft Excel Soft Skills: Strategic Thinking Stakeholder Communication Cross-Functional Collaboration Team Leadership Problem Solving Conflict Resolution Decision Making Adaptability PROFESSIONAL EXPERIENCE

BrightChamps • Bengaluru Feb 2025 – Present

Program Manager – Academy Dec 2025 – Present

n Directed end-to-end ticketing operations for 1,500+ teacher accounts, maintaining SLA compliance above 98% and sustaining zero backlog across 500+ weekly tickets

n Orchestrated weekly governance reviews with 5+ Regional Managers and Team Leads, resolving an average of 30+ execution gaps per sprint cycle

n Designed and deployed 8 SOPs that decreased repeat incident rates by 35% and cut first-contact resolution time by 20% n Executed post-breach RCA cycles within 24 hrs of each SLA miss, reducing recurrence rate by 40% over 3 months Customer Success Operations Lead Feb 2025 – Nov 2025 n Oversaw customer lifecycle operations for 200+ active accounts, driving a 15% improvement in retention through proactive engagement protocols

n Managed escalation queues of 50+ weekly cases, cutting average resolution time from 48 hrs to 18 hrs through structured triage

n Coordinated with product and tech teams across 10+ cross-functional sprints, resolving recurring pain points that reduced reopen rate by 25%

n Directed onboarding for 3 new educator cohorts, refining process documentation that slashed ramp-up time by 30% Focus Edumatics • Coimbatore Nov 2020 – Jan 2025

Team Leader – Operations Sep 2022 – Jan 2025

n Supervised a team of 10+ operations associates, overseeing daily KPI tracking across 4 key metrics and achieving SLA targets for 18 consecutive months

n Built 3 KPI dashboards that centralised performance data for 2 departments, cutting leadership reporting time by 50% n Collaborated with QA and SME teams on 6 quality initiatives, lifting student satisfaction scores by 12 percentage points Project Coordinator – Operations Oct 2021 – Sep 2022 n Streamlined task allocation workflows across 4 cross-functional teams, reducing average project delivery time by 20% n Authored 5 SOPs covering core operational procedures, decreasing new-hire onboarding time from 2 weeks to 8 days Online Tutor – Mathematics Nov 2020 – Sep 2021

n Delivered 300+ tutoring sessions with a 95% student satisfaction rating based on parent feedback surveys n Standardised session notes and feedback templates, reducing repeat academic queries by 30% across 40+ active students Senior Sales Associate Sep 2018 – Apr 2020

Home Credit Finance • Coimbatore

n Processed 100+ KYC compliance checks monthly, maintaining zero regulatory breach across an 18-month tenure n Controlled escalation pipeline of 30+ cases weekly, achieving average closure within 24 hrs and 92% first-call resolution rate EDUCATION & CERTIFICATIONS

Bachelor of Arts — Bharathiyar University, 2018

Certifications: Accenture Data Analytics & Visualization (2024) AI in Excel – Microsoft Applied Skills (2024) GUVI AI Programme (2024)

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