Satadru Dey
Operations & Service Delivery Leader | Lean Six Sigma Black Belt | Process Excellence Champion Customer Experience & Compliance Strategist
- Role
- Assistant Operations Manager(Service Delivery Manager) at TDCX
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Satadru Dey
Operations & Service Delivery Leadership: Accomplished Assistant Operations Manager with 10+ years of experience in leading multi vertical operations in Customer Support, E-commerce / On-Demand Services, FinTech, Trust & Safety, and Travel & Hospitality, delivering end-to-end service excellence while ensuring compliance and regulatory adherence. Process Excellence & Lean Six Sigma Expertise: Lean Six Sigma Black Belt with a proven track record of driving process improvement initiatives, automation adoption, and operational cost savings, achieving measurable improvements in SLA, FCR, productivity, and quality metrics. Performance & People Management: Skilled in managing large teams (25–130+ FTE) with accountability for workforce planning, coaching, performance governance, and talent development, consistently achieving high CSAT, SLA compliance, and audit readiness. Business Impact & P&L Ownership: Experienced in generating tangible business outcomes including ₹25L+ annualized cost savings, 15% SLA uplift, and 32% FCR improvement through data-driven strategies, automation, and operational efficiency initiatives.Strategic Stakeholder Engagement: Adept at client governance, escalation management, and cross-functional collaboration, ensuring alignment with organizational objectives and continuous improvement in customer experience. Technology & Analytics Driven Decision-Making: Proficient in leveraging advanced analytics, Power BI, workforce management, and CRM tools to streamline operations, enhance reporting accuracy, and accelerate decision-making processes. Risk, Compliance & Quality Oversight: Expertise in operational risk management, compliance frameworks, and quality governance, ensuring 100% audit readiness and high service standards.
Experience
Assistant Operations Manager(Service Delivery Manager)
Mar 2024 — Present · Hyderabad, IN
Education
NIIT
Professional Diploma in Java Enterprie and Devops, Advanced java Spring, hibernate, angukar js ,oracle database
Orange tree global
Business Intelligence & Business Analyst certified, SAS(base&advanced) , R , predictive analysis in SAS&R,SPSS,VBA(macro)
Jawaharlal Nehru Technological University
Engineer’s Degree, ELECTRONICS AND COMMUNICATION ENGINEERING
2011 — 2015
Skills
- Advance Java
- Oracle Database
- Customer Service Management
- Finacle
- Photoshop
- Visual Basic for Applications (Vba)
- Selenium
- Powerpoint
- C
- Microsoft Office
- Hibernate
- Sap Erp
- Hadoop
- Matlab
- Public Speaking
- C++
- Angularjs
- Social Media
- Selenium Testing
- Spring Framework
- Sas Programming
- R
- Finacle-Crm
- Advance Excel
- R&R
- H2
- Teaching
- Java
- Research
- Spss
- Spring Mvc
- Customer Service
- Ms-Excel
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