Benzilal K S
@benzilalks
I lead operations and service delivery, optimizing workflows, managing teams, and ensuring SLA/KPI performance for global clients.
What I'm looking for
I’m an Operations & Service Delivery Lead with 13+ years of progressive experience managing workflow operations and driving team performance for top-tier global corporate clients. I direct end-to-end document production workflows, keep SLA compliance, and consistently deliver 100% client deadline adherence with 98% quality standards.
I’m known for optimizing workflow allocation and queue management to improve turnaround time, serving as a primary escalation point for complex operational challenges, and building performance visibility through dashboards and tracking tools. I mentor multi-level teams across onsite, offshore, and remote shifts while maintaining strict confidentiality and completing compliance training to ensure secure, ethical service delivery.
Experience
Work history, roles, and key accomplishments
Document Production Lead
Williams Lea
Jan 2012 - Jan 2025 (13 years)
Directed end-to-end document production workflows for confidential corporate clients, achieving 100% client deadline adherence and maintaining 98% quality standards. Managed 100+ staff across onsite, offshore, and remote shifts, optimizing queue allocation and SLA/KPI performance while serving as primary escalation point for operational bottlenecks.
Education
Degrees, certifications, and relevant coursework
NIIT (GNIIT)
Higher Diploma in Software Engineering, Software Engineering
Completed a Higher Diploma in Software Engineering via GNIIT at NIIT (year: 2015).
SNM College
Bachelor of Science (B.Sc.) in Physics, Physics
Completed a Bachelor of Science (B.Sc.) in Physics at SNM College (year: 2011).
Availability
Location
Authorized to work in
Job categories
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