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ispita singh

@ispitasingh

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Results-driven Assistant Manager with 12+ years optimizing operations, teams, and data-driven outcomes.

India

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What I'm looking for

I am seeking a role where I can lead operations and cross-functional teams, drive process improvements, use analytics to inform decisions, and support employee development in a collaborative, growth-oriented company.

I am an Assistant Manager with over 12 years of experience leading large, cross-functional teams across global service environments, driving SLA adherence, process optimization, and data-informed decision making. I have a proven record of delivering measurable impact—conducting VSMs that yielded $9,876 annual savings and 35% lead-time reduction—and building dashboards, SOPs, and training programs to strengthen operational performance and client satisfaction.

I excel at stakeholder coordination, escalation management, capacity planning, and capability building, and I bring a proactive, user-focused mindset to continuous improvement initiatives. I am currently pursuing an MBA in Business Analytics and hold certifications in Generative AI and Agentic AI, which I apply to enhance reporting, automation, and team enablement.

Experience

Work history, roles, and key accomplishments

Assistant Manager

Genpact

Jun 2024 - Dec 2025 (1 year 6 months)

Led daily operations and a 15-head frontline team, improved process efficiency through VSM (saving $9,876 annually and reducing lead time 35%), built dashboards to monitor SLAs/KPIs, and drove training, escalations resolution, and stakeholder alignment.

Operations Management SLA Management Process Optimization Dashboarding Training Development Stakeholder Management Capacity Planning

Senior Business Analyst

Accenture

Apr 2018 - Feb 2023 (4 years 10 months)

Managed operations for ~94 FTEs, ensured SLA adherence and client satisfaction, led PWFH pilot rollouts, developed performance dashboards, and coached teams to improve quality and reporting accuracy.

Team Leadership SLA Management Performance Dashboards Coaching Process Improvement Stakeholder Management Client

Subject Matter Expert

Tech Mahindra

Mar 2017 - Feb 2018 (11 months)

Monitored weekly/monthly KPIs, conducted RCA and error analysis, managed escalations with full process adherence, and prepared WBR/MBR decks to drive team performance improvements.

KPI Analysis Root Cause Analysis Escalation Management Quality Assurance WBR MBR Reporting Process Improvement Team Coordination

Consultant

Sutherland Global Services

Dec 2014 - Mar 2017 (2 years 3 months)

Provided inbound and outbound customer support, handled network-related escalations, and coordinated with engineering teams (wholesale/Openreach) to resolve connectivity issues.

Customer Support Escalations

Associate Support

Wipro

Aug 2012 - Dec 2014 (2 years 4 months)

Delivered technical support for Windows and macOS platforms via remote troubleshooting, supported installations/upgrades, and managed process metrics including NPS, AHT, and resolution rate.

Technical Support Windows MacOS Remote Support NPS AHT