Mohammed Armaan

Operations Manager - Contact Center @Bajaj Finserv

Telangana, IN

Led a team of 100–120 associates, overseeing day-to-day operations, workforce capacity planning, and efficient workflow allocation. Monitored and drove KPI/SLA compliance, aligning team performance with client expectations and organizational objectives. Utilized data analytics tools to track, analyze, and optimize workflows across Credit Cards, Home Loan, Mortgage, and Loan Against Property verticals. Collaborated with cross-functional stakeholders (Sales, Underwriting, IT, etc.) to translate business requirements into actionable process improvements. Spearheaded process automation and continuous improvement initiatives based on data-driven insights to enhance operational efficiency. Performed root cause analysis on underperforming areas, implementing corrective actions using CRM and contact center data. Designed and maintained business performance reports to support strategic planning and decision-making. Developed and enforced process frameworks to improve SLA adherence through robust data tracking and exception reporting. Facilitated daily/weekly/monthly business performance reviews, leveraging business intelligence to identify gaps and drive productivity gains. Planned workforce capacity and optimized resource allocation to meet service-level targets and manage fluctuating.

Utkal University

Bachelor of Commerce - BCom