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Tanya Bansal

@tanyabansal

Technology Operations Manager at TELUS Digital who directed operations for 400+ employees and managed workforce planning, capacity, and P&L.

India

Message

At TELUS Digital, I directed operations across technology-enabled US programs, leading 400+ employees through operations managers and team leaders. I focused on productivity, quality, SLA compliance, and customer experience.

I owned P&L, budgeting, forecasting, cost optimization, workforce planning, and capacity management, aligning staffing and resources with business demand.

I presented operational and financial performance, risks, and growth opportunities in executive MBRs and QBRs. I also partnered with Finance, HR, Quality, Training, and Workforce Management.

Across TELUS Digital, TELUS International, Shaadi.com, Tech Mahindra, and Wipro, I worked in operations, customer support, and workforce management. I drove or supported process improvement, RCA, automation, and service delivery initiatives, and used SAP and Taleo for workforce management.

Experience

Work history, roles, and key accomplishments

Senior Operations Manager

Telus Digital

Sep 2025 - Jun 2026 (9 months)

Directed end-to-end operations across multiple technology-enabled US programs, leading 400+ employees through operations managers and team leaders. Owned P&L, budgeting, forecasting, cost optimization, and workforce planning.

Operations Management P&L management Budgeting Forecasting Cost Optimization Workforce Planning capacity management Staffing Resource Allocation SLA Management RCA Lean Six Sigma Process Improvement Automation Executive Reporting Stakeholder Management

Operations Manager

Telus Digital

Sep 2023 - Sep 2025 (2 years)

Managed high-volume technology-enabled US based operations, leading Team Leaders and frontline teams to achieve productivity, quality, CSAT, SLA, attendance, and engagement targets. Owned workforce planning, demand forecasting, staffing, and capacity optimization.

Operations Management Workforce Planning Demand Forecasting Staffing Capacity Optimization Resource Allocation SLA Management CSAT Performance Management RCA Process Improvement Operational Dashboards Analytics

Team Leader

Telus International

Feb 2021 - Sep 2023 (2 years 7 months)

Managed high-volume, Canada-based customer support operations, driving productivity, quality, SLA compliance, attendance, CSAT, and customer experience. Coached and developed teams through structured performance management.

Customer Support SLA Management CSAT Performance Management Workforce Planning Staffing Coordination Operational Reporting Escalation Management RCA Continuous Improvement

Team Lead – Select Services

Shaadi.com

Jan 2020 - Nov 2020 (10 months)

Led premium customer relationship operations, driving customer engagement, renewals, service quality, and team performance. Managed operational reporting, KPI tracking, and cross-functional coordination.

Customer Relationship Management Customer Engagement Renewals Service quality Team Performance Operational Reporting KPI Tracking Cross functional Coordination

Team Lead – Operations

Tech Mahindra

Nov 2018 - Dec 2019 (1 year 1 month)

Managed Paytm Mall customer support operations with responsibility for service delivery, productivity, SLA compliance, and team performance. Monitored operational performance and supported achievement of business and customer service targets.

Customer Support Service Delivery Productivity SLA Compliance Team Performance Operational Monitoring

Senior Executive – Workforce Management

Wipro

Mar 2018 - Oct 2018 (7 months)

Managed workforce deployment, staffing optimization, employee transfers, and workforce planning using SAP and Taleo.

Workforce Management Staffing Optimization Workforce Planning SAP Taleo

Senior Technical Associate

Wipro

Jan 2015 - Feb 2018 (3 years 1 month)

Delivered technical support to premium Airtel customers in a high-volume, target-driven environment while maintaining service quality and customer satisfaction.

Technical Support Customer Satisfaction Service quality