Manish Agarwal

Experience

1. General Manager (Head B2c Pan India) and Addional --- Head - North India Operations New Delhi

   Bls E-Services Ltd

   Oct 2022 — Present · Delhi, IN

   Interface with Govt. and key stakeholders to define and complete a full Change Management strategy and implementation plan.• Implementing Change Management (CM) Plan and Strategy. • Lead the business process reengineering activities.• Manage all trainers, and workshop facilitators.• Organize Customs/ technical/ functional training courses.• Organize the Mobilization Workshop and awareness programs for the trade• Brand Development and communication.• Product and innovation Management.• Sales and Channel management.• Compliance with company-wide policies and initiatives.• Project Management.Head - North India OperationsFintech and Banking (BFSI)Lead and manage the operations team, consisting of 200+ professionals, across multiple functions, including MIS, data analytics, customer experience, onboarding, query resolutions, telecalling, and customer lifecycle management.• Develop and implement robust operational processes and workflows to ensure seamless and efficient service delivery, with a focus on maintaining high levels of customer satisfaction.• Oversee the management of management information systems (MIS) to track and analyze key operational metrics, identify trends, and generate insightful reports for decision-making.• Manage the entire lifecycle of the customer, from onboarding to post-sales support, ensuring a seamless and delightful experience at every touchpoint.• Collaborate with internal stakeholders, including technology, product, finance, and compliance teams, to drive operational improvements, enhance product offerings, and ensure regulatory compliance.• Stay updated with industry trends, regulatory changes, and best practices in the payments and e-commerce sectors, leveraging this knowledge to drive operational excellence and innovation.• Provide leadership, mentorship, and guidance to the operations team, fostering a collaborative and high-performance work culture.