Mazhar Ismail
Senior Operations Manager @Wipro
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WORK HISTORY
Senior Operations Manager @Wipro
Hyderabad, IN
Serve as the primary contact for clients, ensuring high satisfaction by aligning service delivery with their expectations and addressing concerns•Manage daily operations and adhere to the SLAs, KPIs, resolving issues and ensuring compliance with contractual agreements•Track performance metrics and KPIs, preparing reports for clients and senior management that highlight successes, challenges, and action plans. Lead the WBR, MBR and QBRs•Coordinate with quality, training, WFM, analytics, risk compliance, HR, and IT—to facilitate seamless service delivery•Lead the service delivery team by setting objectives, providing guidance, conducting performance reviews, and fostering a positive work environment•Partner with process excellence teams to assess and enhance processes and workflows to boost service quality and operational efficiency•Oversee the operations budget, ensuring cost-effective service delivery and monitoring expenditures to optimize marginsHighlights:•Built and scaled the team from inception, overseeing recruitment, training, and operational delivery, while managing client and internal reviews •Cultivated a positive work culture, resulting in attrition <12% annually, shrinkage <10%, highest employee satisfaction for own LoB, and 100% billing. Promoted 5 out of 7 direct reports to managerial roles within 6 years•Achieved a customer rating of 7 out of 7.Awarded runner-up for the Best Account•Implemented a measurement system to assess and improve workflow performance, driving 5% QoQ improvement.•Developed a tool to validate sample sizes and quantify benefits for ideas generated by the team•Designed dashboards to monitor performance and provide real-time feedback. Resulted in AHT improvement by 34%, 108k additional hours of capacity (677 FTE). Awarded as runner-up for Kaizen implementation by the National Institute of Quality and Reliability•Developed an automated tool to perform manual audits with statistical sampling and 100% coverage
EDUCATION
Osmania University
B.Sc., Maths, Physics, Electronics
SKILLS
ABOUT MAZHAR ISMAIL
Accomplished professional with 20+ years of experience in Operations and Partner Management across prominent digital media companies. Proficient in overseeing and enhancing Service Delivery Operations. Adept at managing client and vendor relationships, optimizing processes, and ensuring the successful execution of service contracts. Proven track record of driving operational excellence by implementing best practices and leveraging data-driven insights to improve service quality and efficiency. Strong leader with exceptional skills in team management, project coordination, and problem resolution. Committed to delivering customer satisfaction and fostering long-term partnerships through effective communication and strategic planning.
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