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fico mano

@ficomano

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Operations Manager with over 14 years of experience in client operations.

India

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What I'm looking for

I am looking for a role that fosters collaboration, encourages innovation, and offers opportunities for professional growth.

I am an Operations Manager with over 14 years of experience in managing client-facing operations across various industries, including technology and media. My proven track record includes building strong client relationships and delivering exceptional service through strategic management. I am highly adaptable, with experience in remote team leadership, capacity planning, and financial modeling.

Throughout my career, I have successfully led operational delivery for large-scale projects, achieving a 95% client retention rate and reducing operational inefficiencies by 20%. My expertise in risk management and process optimization has enabled me to implement cost-saving measures and improve service quality significantly. I am certified in PRINCE2, ITIL, and Scrum Master methodologies, focusing on data-driven decision-making and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Freelancer

Current

Self Employed

Apr 2023 - Present (2 years 1 month)

Managed AI Tutor project operations, serving as the point of contact for all client queries and documentation. Focused on strategic planning and implementation while coordinating and managing teams effectively.

Project Management Client Communication Strategic Planning Team Coordination Process Optimization

Senior Associate L2 – Operations Manager

Publicis Sapient

Jun 2021 - Jan 2023 (1 year 7 months)

Led operational delivery across multiple large-scale client-facing projects, ensuring exceptional service and project outcomes. Managed client relationships and spearheaded process improvements, achieving a 95% client retention rate.

Operations Management Client Relationship Management Process Improvement Team Leadership Financial Modeling

Senior Software Analyst - Operations Delivery

Moving Picture Company (Technicolor)

Jul 2017 - Jul 2021 (4 years)

Directed daily operations of multiple client-facing projects, focusing on resource allocation and capacity planning. Led process re-engineering initiatives to improve operational workflows and reduce delivery time.

Resource Allocation Capacity Planning Team Management Agile Methodologies

Senior Technical Support Analyst - Scrum Master

Technicolor India Pvt Ltd

Jun 2014 - Jul 2017 (3 years 1 month)

Managed a team of support engineers in a client-facing environment, ensuring smooth operations and adherence to SLAs. Developed new processes that improved service quality significantly.

Team Management Capacity Planning

Project Engineer - Operations

Wipro Limited

May 2013 - Nov 2013 (6 months)

Oversaw operations and maintenance of client-facing services, ensuring smooth delivery and maintaining strong communication with stakeholders. Streamlined operational processes through audits and quality checks.

Operations Management Quality Assurance Team Management

Senior Business Analyst

Tata Consultancy Services

Jun 2010 - Apr 2012 (1 year 10 months)

Led operations for market analysis projects, optimizing business processes for key clients. Increased operational efficiency through strategic process improvements and data analysis.

Market Analysis Data Analysis Strategic Planning

Senior Business Analyst

AXA Business Services

Oct 2007 - Jun 2010 (2 years 8 months)

Developed and implemented strategic plans to optimize processes and improve team performance. Managed a high-performing team of business analysts while ensuring quality and meeting deadlines.

Process Optimization Team Management Strategic Planning Quality Assurance