Open to opportunities

Alok Pathak

@alokpathak

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Operations & governance manager with 13+ years improving compliance, payroll, and service delivery through SOPs.

India

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What I'm looking for

I’m looking to lead operations and governance that improve compliance, audit readiness, and service accuracy. I want to build SOP-driven workflows, manage escalations, and strengthen stakeholder experience through measurable operational excellence.

I’m an operations and governance manager with 13+ years of experience strengthening compliance-focused workflows, operational controls, and audit readiness across BPO, KPO, ITES, and corporate services environments. I drive operational excellence by turning ambiguity into structured SOPs, accurate governance processes, and consistent service delivery—especially under fast-paced, risk-aware conditions.

In my current role, I lead corporate services operations across customer service, client management, finance, payroll, compliance, and vendor coordination—supporting 400+ staff across 4 office locations in India. I build stronger stakeholder experience through clear communication, escalation handling, and cross-functional coordination, while supporting process accuracy, quality control, and continuous improvement; I’m also pursuing an Executive MBA in Operations & Data Science Management.

Experience

Work history, roles, and key accomplishments

Current

Manager – Corporate Services

Current

CountHQ

Nov 2020 - Present (5 years 7 months)

Led corporate services operations across customer service, finance, payroll, compliance, and vendor management; supported 400+ staff across 4 office locations in India. Strengthened governance and audit readiness, developed SOPs/workflows, and managed escalations to improve service quality and operational accuracy.

Operations Management Governance & Compliance Payroll Administration SOP Development Stakeholder Management Audit Readiness Vendor Management Risk & Controls Customer Service Operations

Co-Founder

ITES Startup

Jul 2019 - Oct 2020 (1 year 3 months)

Managed end-to-end business operations for an ITES startup, including client onboarding, budgeting, resource planning, and service delivery. Coordinated teams and operational governance while resolving issues to maintain continuity in a rapidly evolving environment.

Business Operations Client Onboarding Budgeting Resource Planning Service Delivery Plan Operation Team Coordination Process Management Operational Governance

Senior Executive

Befree – Global Accounting & BPO

Dec 2017 - Jun 2019 (1 year 6 months)

Managed operational delivery and month-end accounting processes for global clients while maintaining SLA adherence and service accuracy. Supported compliance-oriented activities, client communication, escalation handling, and reporting coordination while standardizing processes through SOPs and training.

SLA Management Compliance Coordination Client Communication Escalation Management SOP Development Operational Controls Quality Assurance

Payroll Administrator

QX Ltd

Mar 2015 - Nov 2017 (2 years 8 months)

Executed payroll processing and timesheet validation, performing compliance-focused operational activities for enterprise clients. Improved efficiency through process automation initiatives while maintaining timely, accurate delivery and service quality within organizational controls.

Payroll Processing Timesheet Validation Compliance Process Automation Operational Controls Risk Aware Execution Service quality Data Validation

Customer Care Representative

Motif, Inc

Feb 2014 - Feb 2015 (1 year)

Delivered customer support and handled service escalations while maintaining high customer satisfaction. Ensured accurate documentation, process adherence, and compliance with operational service guidelines.

Customer Support Escalation Handling Documentation Service quality Customer Satisfaction Process Adherence Compliance Communication