Open to opportunities

Shantanu Dhamal

@shantanudhamal

I lead operations that improve service delivery, profitability, compliance, and team performance across complex environments.

United Kingdom

Message

What I'm looking for

I'm looking to lead operational strategy, high-performing teams, process improvement, compliance, and profitable service delivery in a complex, customer-focused organisation.

I'm currently managing end-to-end Visa Centre operations at VFS Global in Edinburgh, driving profitability, EBIT targets, SLA adherence, quality, security, customer experience, and value-added service revenue. I build leadership capacity through coaching and succession planning while partnering with Consulate and Embassy officials, HR, Finance, and Admin teams.

Previously, I led property operations at Bonjour Residences, fraud operations at NatWest, and IT service operations at Uglobe Technosoft. I've launched new services, built strategic technology partnerships projected to generate £5 million annually, introduced agile ways of working that cut time-to-market by 40%, and improved operational performance through process optimisation, audits, financial analysis, and cross-functional leadership.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

VFS Global Ltd

Feb 2025 - Present (1 year 7 months)

Manage and develop a team of supervisors and frontline staff, ensuring compliance with SOPs, ISO standards, and SLAs. Drive revenue through Value Added Services and maintain high customer satisfaction scores.

Operations Management Team Leadership Compliance ISO Standards SLA Performance Metrics Budget Management Customer Experience Revenue Growth Process Improvement Data Security

Operations Manager

Bonjour Residences Ltd

Jul 2024 - Jan 2025 (6 months)

Formulate and execute operational strategies for property management, overseeing day-to-day operations, team leadership, and process improvements. Manage budgets, forecasts, and ensure regulatory compliance.

Operations Management Property Management Team Leadership Process Improvement Budget Management Financial Analysis Marketing Strategy Contract Negotiation Regulatory Compliance Software Systems

Fraud Operations Analyst

NatWest

Dec 2023 - Jun 2024 (6 months)

Monitor and investigate suspicious transactions using fraud detection tools, ensuring compliance with GDPR and PCI-DSS. Analyse transaction data to identify fraud patterns and manage end-to-end case resolution.

Fraud Detection Actimize SAS GDPR PCI DSS Data Analysis Risk Assessment Compliance Cross Functional Collaboration

Operations Manager

Uglobe Technosoft Pvt Ltd

Mar 2020 - Oct 2023 (3 years 7 months)

Created new services including backend tech support and permanent staffing, orchestrated strategic partnerships, and introduced agile methodologies. Administered a government contract for IT maintenance.

Operations Management Strategic Partnerships Agile Government Contracts Compliance Revenue Growth

Partner

The Bombay Fries

Jan 2018 - Jan 2020 (2 years)

Started and operated a fast-food outlet, responsible for overall operations and procurement. Established supplier relationships and implemented inventory management strategies to reduce costs.

Operations Management Procurement Inventory Management Cost Reduction Business Development

Partner

Ultra Networks

Aug 2014 - Jan 2020 (5 years 5 months)

Implemented targeted marketing campaigns and optimised partner onboarding processes. Coordinated joint projects and achieved significant growth in channel-driven sales revenue.

Marketing Campaigns Partner Onboarding Process Optimization Project Coordination Sales Growth Channel Management

L1 Network Engineer

Syntel

Jul 2013 - Aug 2014 (1 year 1 month)

Managed relationships with network equipment vendors and negotiated service level agreements. Identified and implemented process improvements to reduce mean time to repair.

Vendor Management Process Improvement Troubleshooting