NITESH PAHUJA
Operation Manager
Pune
Summary
A competent professional utilizing extensive experience in enhancing business processes and managing risks to drive operational excellence. Eager to explore roles as an operations leader with customer/client facing roles to contribute to the organization growth and development.
Overview
12
12
years of professional experience
1
1
Certificate
2
2
Languages
Work History
Operations manager
Content Cabin powered by Husys (A division of Coupon Cabin LLC)
03.2024 - Current
- Assisted in establishing a new centre for CouponCabin in Pune by recruiting and helping train agents, Floor managers and Ops. Managers along with the Chicago team
- Partnered with the DevOps and Analytics teams in Chicago to enhance routine reporting to enhance performance
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Increased profit by streamlining operations.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Implemented quality control systems to boost overall product consistency and reliability.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
Supervisor Platform Integrity (ACI & Compliance)
Airbnb (Formerly Airseva India Pvt. Ltd.) Global Capability Center
09.2020 - 03.2024
- Managing overall case volume diligently to ensure adherence to SLAs and drive team performance and growth actively.
- Conducting timely cross-functional trainings within the Trust umbrella consistently.
- Ensuring continuous improvement through monitoring, feedback, and coaching.
- Collaborating with regional and global teams and stakeholders on process improvement and development initiatives.
- Assessing team output and metrics constantly to identify trends or potential new streams of work & escalating them to management.
- Presenting at and attending monthly, quarterly, and annual business review meetings with top management.
- Establishing and leading a global compliance monitoring team of five auditors to audit user Personally Identifiable Information (PII) accesses and Financial Control abuse by partners as well as internal agents.
- Coordinating with partner and internal sites in the regions (APAC, EMEA, NA) to ensure the timely delivery of the global access report audit and reporting process.
- Owning the Trust Compliance framework end to end, conducting workshops, and delivering Compliance trainings effectively.
- Developing an effective compliance work plan on a yearly basis, identifying compliance-related security risks associated with process changes, and creating or revising policies as per the requirement.
Supervisor Community Support
Airbnb (Formerly Airseva India Pvt. Ltd.) Global Capability Center
03.2019 - 09.2020
- Cultivated employee satisfaction by fostering a trusting environment, clearly articulated team objectives, offered consistent feedback on performance, and nurturing team members' professional development to bolster career progression.
- Motivated the team to surpass established performance metrics through strategic team utilization, recognized improvement opportunities, and implemented actions to achieve targets.
- Organized schedules, approved shift changes, and conducted both team and individual meetings.
- Assisted stakeholders to prioritize Host and Guest feedback, ensured their insights lead to service enhancements.
- Streamlined and enhanced workflows to increase efficiency, relevance, and value to the organization and its stakeholders.
- Refined Airbnb products and policies by integrating Airbnb core values to elevate customer experience.
- Conducted forecasting and capacity planning diligently to maintain compliance with Service Level Agreements (SLAs).
- Led and contributed to projects beyond my departmental responsibilities, showcased commitment to organizational goals.
Elevate (Interim Supervisor) Community Support
Airbnb (Formerly Airseva India Pvt. Ltd.) Global Capability Center
04.2018 - 03.2019
- Managed performance by providing coaching, and offering feedback, along with organizing refreshers.
- Worked closely with buddy leads to ensure on-the-job learning in a fast-paced environment.
- Completed the Elevate certification, having handled both Non-trip and Trip teams.
- Contributed to Trip nesting to ensure a smooth transition for newcomers.
Support Ambassador Community Support
Airbnb (Formerly Airseva India Pvt. Ltd.) Global Capability Center
04.2017 - 04.2018
- Assisted users with their queries both during and outside of their trips.
- Started off as a Non-Trip Customer Experience representative as part of batch 3, becoming a Super Squad winner in August.
- Ranked third in the first-ever Airseva offsite for efficiency and Net Promoter Score (NPS) across the floor.
- Shared best practices and provided coaching to assist new hires in overcoming the learning curve as part of the Angel program.
- Upskilled and transitioned to handling Trip inquiries, receiving the highest rating in the batch from my trainer.
- Contributed to Non-Promoter Analyses (NPAs) and Root Cause Analyses (RCAs), and served as a backup for my lead.
Master Customer Care Professional
American Express
08.2014 - 04.2017
- Managed escalation calls from US card members of American Express regarding the company’s website, mobile apps & offers.
- Monitored calls and the performance of an assigned mini-group of 5 members within the team.
- Assisted training batches as an SME and published various daily, weekly, and monthly reports for assigned mentees.
- Highlighted issues through feedback and recommended changes in workflows, procedures, and service levels to meet customer needs and ensure quality service at all times.
- Documented necessary account information and offered custom solutions that benefited the customer.
- Resolved all customer queries and followed established problem ticket recording procedures as appropriate.
Process Advisor
Barclays Shared Services Business
- 08.2014
Business Developer
Dynamic Staffing Services Contact Associate
08.2012 - 07.2013
Contact Associate
Jindal Intellicom
- 08.2012
Education
BBA - Business Administration
I.P University
MSIT 04.2001 -
Skills
Stakeholder Engagement
Accomplishments
- Assisted in establishing a new centre for CouponCabin in Pune by recruiting and helping train agents, Floor managers and Ops. Managers along with the Chicago team.
- Partnered with the DevOps and Analytics teams in Chicago to enhance routine reporting to enhance performance
- Orchestrated initiatives to automate internal compliance checks for Airbnb, reducing manual audits by 50% and launching Internal Compliance for Payment Risk and Payment Compliance with no additional headcount, resulting in substantial cost savings and operational efficiency improvements.
- Partnered with cross-functional teams on projects to optimize partner operations spend, achieving a 15% reduction in 2020, and spearheaded efforts to scale overall efficiency, NPS, and SLA delivery of struggling customer service teams, showcasing a consistent track record of driving impactful operational enhancements.
- Leading teams dedicated to thwarting online fraud and ensuring internal adherence, with a sharp focus on managing stakeholders and conducting audits.
- Proficient in propelling performance and ensuring punctual training, and promoting collaboration with regional & global teams for enhancing processes.
- Proven expertise in fraud prevention, risk management, and compliance monitoring, with a strong focus on stakeholder engagement, process automation, and strategic planning to drive operational excellence and mitigate risks effectively.
- Played a key role in automating counterfeit inventory checks, quality assessments, and internal adherence, leading to a substantial enhancement in overall process efficiency.
- Proficient in devising strategic plans, long-term vision, & discovering new opportunities for growth and profitability, with a strong emphasis on motivating teams to surpass performance expectations.
- Successfully finished the Manager Efficiency Development workshop and obtained the People Leader Essentials certification at Airbnb.
Certification
Lean Six Sigma Green Belt
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Operations manager
Content Cabin powered by Husys (A division of Coupon Cabin LLC)
03.2024 - Current
Lean Six Sigma Green Belt
03-2024
Supervisor Platform Integrity (ACI & Compliance)
Airbnb (Formerly Airseva India Pvt. Ltd.) Global Capability Center
09.2020 - 03.2024
Supervisor Community Support
Airbnb (Formerly Airseva India Pvt. Ltd.) Global Capability Center
03.2019 - 09.2020
Elevate (Interim Supervisor) Community Support
Airbnb (Formerly Airseva India Pvt. Ltd.) Global Capability Center
04.2018 - 03.2019
Support Ambassador Community Support
Airbnb (Formerly Airseva India Pvt. Ltd.) Global Capability Center
04.2017 - 04.2018
Master Customer Care Professional
American Express
08.2014 - 04.2017
Business Developer
Dynamic Staffing Services Contact Associate
08.2012 - 07.2013
BBA - Business Administration
I.P University
04.2001 -
Process Advisor
Barclays Shared Services Business
- 08.2014
Contact Associate
Jindal Intellicom
- 08.2012
Professional Highlights
- Successfully initiated & managed multiple pilot projects to implement automation for detecting fake inventory in listings on the platform.
- Enhanced quality control by implementing automated Control Reports, ensuring all cases processed by agents were monitored for transactional errors, which significantly improved the overall QA score for the process.
- Spearheaded a comprehensive project from start to finish that resulted in the suspension of fraudulent accounts identified by customer service, addressing gaps not detected by existing models.
- Collaborated on cost optimization strategies, achieving a 15% reduction in partner operations spending in 2020.
- Streamlined internal compliance procedures by introducing automation, cutting manual audit requirements in half.
- Implemented Payment Risk and Payment Compliance without the need for additional staffing, displayed efficiency & resourcefulness.
Personal Information
Date of Birth: 11/17/90
Professional Highlights
- Successfully initiated & managed multiple pilot projects to implement automation for detecting fake inventory in listings on the platform.
- Enhanced quality control by implementing automated Control Reports, ensuring all cases processed by agents were monitored for transactional errors, which significantly improved the overall QA score for the process.
- Spearheaded a comprehensive project from start to finish that resulted in the suspension of fraudulent accounts identified by customer service, addressing gaps not detected by existing models.
- Collaborated on cost optimization strategies, achieving a 15% reduction in partner operations spending in 2020.
- Streamlined internal compliance procedures by introducing automation, cutting manual audit requirements in half.
- Implemented Payment Risk and Payment Compliance without the need for additional staffing, displayed efficiency & resourcefulness.
Personal Information
Date of Birth: 11/17/90
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