Farhad Mokhtar

Managed the entire site, its infrastructure, and day-to-day operations for 250 FTE, leading all senior operations managers, HR personnel, and agents. Spearheaded the recruitment process, onboarding, and training of 220 new hires, while also establishing HR policies for compensation, incentives, and labor law adherence. Boosted customer satisfaction by 40% through implementing a Customer Experience

Led operations for Amazon India, overseeing 1000 employees across 9 countries, and collaborated with global teams on operational costs, site strategy, and hiring. Spearheaded site launches, managed headcount allocation, and pioneered moderation operations for English-speaking markets. Developed programs that reduced hiring by 65 managers, saving $1.65 million, and was awarded Leader of the Leaders

Managed 600 HC in the Insurance Process, aligning internal and external stakeholder expectations across teams. Ensured daily operations, planning, coordination, and administration adhered to Suncorp SOPs and standards. Led a cross-functional team of approximately 100 FTEs to achieve financial targets and implemented weekly and monthly contractual KPI reports for stakeholders.

Led a team in Operations, Training, and Development for 45 HC, accountable for team performance, process SLAs, and quality. Expertly managed functional responsibilities to ensure qualitative outputs. Analyzed performance metrics and developed action plans for performance improvement and sustainability.

Managed a team of 60 HC in Business Development, Sales, and Marketing, driving robust lead generation programs and consistently meeting team sales targets. Managed customer interfaces across all communication levels on a weekly, monthly, and quarterly basis. Spearheaded interviewing, hiring, training, planning, and performance appraisal for all team members.

Led a team in Operations, Training, and Development for 25 HC, managing agents by monitoring, coaching, and counseling individual performance. Generated and managed team rosters. Conducted audits on internal processes such as PMS, appraisals, and client calibrations.

Studied core principles of business administration, including management, marketing, and finance. Gained foundational knowledge essential for strategic planning and operational excellence.