OPERATIONS MANAGEMENT PROFESSIONAL A result oriented business professional with over 12 years of extensive experience and proven abilities in improving efficiency of operations, strategic planning, managing projects, team building and detailing project information to determine effective process of operations. Able to identify areas of strength & weakness and implement company policies, standards, changes in operations and systems that will optimize productivity.

1. AMAR GANGURDE
G-103, Sai-Nagar CHS, Plot No-26, Sector 4, Kalamboli, Navi-Mumbai 410218
Phone: 9870726222. Email: amar.gangurde@gmail.com
OPERATIONS MANAGEMENT PROFESSIONAL
A result oriented business professional with over 12 years of extensive experience and proven abilities in
strategic planning, managing projects, improving efficiency of operations, team building and detailing project
information to determine effective process of operations. Able to identify areas of strength & weakness and
implement company policies, standards, changes in operations and systems that will optimize productivity.
*KEY COMPETENCIES*
 Multi – Operations Management  Management Information System
 Customer Services – Emails/Calls  ATM Services- FLM/OTC
 Client/Vendor Management  Customer Relationship Management
 Credit Cards Operations  ATM Service & Operations
 People Management  Internal Audit
 ATM/ VAULT Cash Audit  Cards Management
OVERALL PROFILE
 A result oriented business professional in planning, executing& managing processes, improving efficiency of
operations, team building and detailing process information to determine effective result into operations.
 Seasoned professional, with planning, execution,monitoring and resource balancing skills and ability to handle multiple
functions and activities in high-pressure environments with tight deadlines.
 Expertise in maintaining highest level of quality in operations; ensuring adherence to all the quality parameters and
procedures as per the stringent norms.
 An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving
& organisational abilities.
 Extensive experience in managing operations with demonstrated leadership qualities & organisational skills during the
tenure.
 Deft in steering banking back-end operations, analyzing risks and managing delinquencies with dexterity across
applying techniques for maximizing recoveries and minimizing credit losses.
 Analyzed & identified training needsof the team membersand developing, organizing and conducting training programs
and manage bottom quartile team to improve their performance.
 Preparing and maintaining daily MIS reports to evaluate the performance and efficiency of the process relate to various
verticals.
 Ensured team cohesion & coordinating with the senior management on issues arising in the day- to-day operations
like team performance, customer satisfaction ratings, and plans for improvement.
PROFESSIONAL EXPERIENCE
LOGICASH Pvt. Ltd. May 2017 to Present
Position: Sr Manager IMT
 Lead, manage and supervise the execution of IMT operations across Nation.
 Ensuring an excellent coordination and interaction with internal as well as external customer
on the matters pertaining to IMT operations.

2.  Monitor and manage the agreed SLA to avoid any penalty.
 Resolving any concern/discrepancy raised by internal as well as external customer.
 Ensuring all the calls are logged and closed in portal on timely basis to avoid penalty.
 Monitoring consumable logistics, keeping track and control on consumption of ATM Network
consumables.
 Building & retaining positive relationship with the customer, Attending customer meeting
related uptime and project.
 Monitor team’s monthly reports regarding their performance, TAT, Quality and productivity,
errors and coming with workable solutions to resolve it after consultation.
 Analyze reports on a daily basis to highlight deviations & service delivery shortcomings ATM
wise. Action based on analysis will include daily email communication highlighting the impact
of any noted SLA failure & suggesting corrective measures to concerned team in Diebold (Eg.
Cash, service, etc.) (Eg. with relevant service manager & service director in case of a
downtime attributable to service engineer response time/ parts).
 Monitoring affected ATMS to avoid any penalty/disputes.
 Periodic escalation to the management to highlight affected ATMs/Locations.
 Ensuring that the team members are delivering the best results, by motivating, monitoring and
apprising them of their performances.
Hitachi Payment Services Pvt. Ltd. 5th Dec, 2016 to May 2017
Position: Manager Operations (PAN India)
 Managing PAN India ATM locations for site maintenance and ensuring field team is resolving issues with
vendors for quick resolution.
 Solely, responsible for theft attempt cases, electrical issues such as bill not paid, AC not working, earthing
issues, signage & lollypop concerns arise, cleaning of sites, et cetera.
 This role includes the services for YES Bank with the base of more than 2000+ ATM sites, and a single
point of contact with team of 5 members.
 Ensuring proper billing of vendors for their housekeeping services, and care taker services is taken on
monthly basis by getting in sync billing team.
 Handling bank escalations on site issues over the phone and via emails and providing them wow experience
terms of customer satisfaction.
 Also, ensuring an excellent coordination and interaction with in various departments and operation people
on matters pertaining to high level escalations.
CMS Info systems Pvt Ltd. 11th October 2012 to Dec- 2016
Position: Assistant Manager Operations (PAN India)
 Responsible for managing and maintaining efficient ATM operations in Pan India.
 Managing entire FLM (CC) Operations over 23 Locations with more than 2500 employees Pan India.
 Deftly managing Operations, penalty and Billing of MSP like Tata, Diebold, Hitachi, Euronet, FSS, AGS, and
FIS etc. across Pan India.
 Involved in all operations of all Managed Service Provider (MSP).
 Lead, manage and supervise the execution of Operations and responsible for presenting the findings and
developing a high quality report of the Operations to Senior Management and Clients
 Providing assistance and overall man management; also handle dissemination of information and updates
 Managing and Handling top level escalations for all customers and banks of FLM related activities and
coordinate with Superiors to resolve issues at higher level

3.  Successfully undertaking Data Analysis, developmental activities &Operations as well
 Managing Database Management of new CRM Application in which all requirements needed to be
incorporated for new CRM and analyzing and resolving technical aspects of Software, as well as from all
MSP’s
 Lead all weekly/monthly client conference calls especially for B2B clientele related to overall productivity
 Share all monthly reporting deliverables with senior management team for client servicing department
 Successfully done the transition of SIPL HO FLM/OTC to Mumbai from Delhi.
Vertex Customer Solutions India Pvt ltd 22nd Aug 2011 to 6th Oct2012
Position: Assistant Manager Operations
 Deftly managed Operations, Billing & Audit team of 150 Associates (CA’s) across Pan India.
 Lead, manage and supervise the execution of external audit engagements, Operations and responsible for
presenting the findings and developing a high quality report of the audit to Senior Management and Clients.
 Analyze user requirements; plan and complete approved development projects (using project management
principles) in partnership with business users
 Manage relationships with business, external suppliers of software, technical support and other services to
achieve project objectives.
 By doing ATM Audits it helps the bank in bridging the process gaps and improvement in the efficiency of
cash management as well as strengthens the related internal controls.
 Successfully done project monitoring of Site Sourcing/ATM deployment and vendor management for PRIZM.
FIRST SOURCE PVT LTD Aug 2010 –Apr 2011
Position: Team Leader- Operations
 Deftly managed customer service operations dealing with Axis Bank Credit Card clients as per SLA within
prescribed TAT with a 25 member team
 Accountable for Quality calibrations to bridge the variances in Quality
 Accountable for direct customer interactions in order to analyze the gaps in services offered to the customer
and analyzing Qualitative developmental aspects of the process
 Preparing and maintaining daily MIS reports to evaluate the performance and efficiency of the process
 Audit done for Travel Currency Debit Card process of Axis Bank.
Axis Bank Sep 2006- Aug 2010
Calibehr Pvt Ltd, I- smart & Ma-Foi
Position: Team Leader/Sr. Executive – Emails, Phone Banking & Correspondence Unit
 Analyzed & identified training needs of the team members and developing, organizing and conducting
training programs and manage bottom quartile team to improve their performance.
 Monitored team’s monthly reports regarding their performance, TAT, Quality and productivity, errors and
forwarding it to the senior management.

4.  Ensured highest standard of customer satisfaction and quality service; developing new policies and
procedures to improve based on customer feedback and resolving customer queries via correspondence,
inbound calls & email channels.
 Ensured team cohesion & coordinating with the senior management on issues arising in the day- to-day
operations like team performance, customer satisfaction ratings, and plans for improvement.
ZENTA PVT LTD Mar 2006 – Sep 2006
Customer Relationship Associate JP Morgan Chase (Credit Card) Collections
EDUCATIONAL CREDENTIALS
 TY Bachelor of Commerce 2005
SIES College of Arts, Science, and Commerce
Date of Birth: 07th October 1984
Language Proficiency: English, Hindi and Marathi
Marital Status: Married
Signature
Amar Gangurde