1. Immediate Joining : serving notice period
Rajnish Sharma
rajnish3011@gmail.com
(+91) 9971789706 / 9873448600
I’m a creative, result oriented professional with over 12+ years of experience in Business Operations, Account
Management, Service Delivery, talent acquisition, talent development, talent engagement & management in
multiple domains/industry.
Thinking creatively and sound decision making by balancing business needs and the mission of the organization
are my strengths. I’m looking forward to grow my career further by taking up a role of a greater responsibility.
Core Skill & Competencies
 Business Operations  Talent Acquisition  Employee Relations
 Employee Communication  Learning & Development  Analytical
 Performance Management  Franchise Development  Process Improvements
Professional Synopsis
• Experience in managing complete Business Operations cycle.
• Hands on experience in managing process excellence of both technical and functional skills
• Expertise in running businesses projects; involved in strategizing and implementing innovative initiatives to
streamline processes and capitalize on organizational growth opportunities
• Drafting new Business Operations Policies & strategies aligned to industry practices
• Acted as Change agent in driving key organizational level transformational initiatives by conducting various
workshops and effective people communication
• Implementation and execution of incentive plans, Performance Management, Appraisal cycle across levels
• Designing career development frameworks, Succession Planning, competency evaluation& development
FCS Software Solutions – July 2014 till date
Business Operations Manager
Company Profile
FCS Software Solutions Ltd. is a leading provider of IT services, Domestic & International BPO. In the past one
decade of its existence, FCS has carved out a niche for itself in core IT areas like e-learning, digital content services, IT
consultancy and product engineering services.
Job Profile :
Key role and responsibilities
Business Operations :-
• Business operational Excellence, Uninterrupted Site operations , Monitoring, Alarms, Maintenance,
Cross functional engagement (Internal & External), Customer & Vendor engagement, Developing and
Leading Team with Management – (KPIs, SLAs, Support, Mentoring ) with Infrastructure growth and future
expansion plans, execution for the Short/Medium and long range horizons, Evolving and effectively
executing Key Decisions for Business, engagement of Vendors /Manufacturers & Partners strategy in line
with the defined business objectives, Ensuring consistent delivery through proactive planning.
Manpower budgeting & planning : -
• Liaise with businesses & assist them in their respective manpower planning process; freezing on the
budgeted headcount for the year considering new business opportunities, expansion plans and attrition
rate, getting required approvals from BU Heads.
Talent Management :
• Performance management for all employees in the process/account – ensuring all required resources are
available to deliver as per the agreed SLA- includes both fulltime/contractual manpower
• Closure of performance feedback, identifying training needs, Running Performance Improvement Plan (PIP)
for poor performers.
• Driving Rewards & Recognition program, SPOC for the month, QTR, Year programs.
Talent Development :

2. • Identification of employees and roll out of various initiatives & programs for people development &
retention
• Running different development programs for resources.
• Identifying training needs and designing the training content for few programs
Employee Engagement & grievance handling:
• SPOC for grievance handling of the employees & resolution as per the SLA
• Achieving 100 per cent SLA for closing SPOC calls with Business leaders & floor managers
• Driving employee engagement program for the account by rolling out creative schemes & initiatives to
encourage maximum performance from the employees and boost employee morale.
Policy Formulation & Process Improvisation :
• Designed & Drafted new policies, processes manuals, frameworks and strategies aligned to industry
practices and propose to the management from time to time
 Performance Management Manual, Background Check Process, Talent acquisition Manual, Role Guide
and Temporary Manpower Engagement process, Training & Development, Career development,
Participatory culture, Competency management
• Designing & publishing communication related to people policy & processes at an account level
• Effectively driven key strategic actions-Skill Classification, KRA/SLA Management.
Additional responsibilities:
• Managing knowledge hour sessions for all team leads, senior members.
• Creating all people practices communication
• Partnered with the Business leaders for skill classification and exhaustive R&D
• Conducting Audits for different team’s processes to ensure compliance of people practices.
Achievements:
• Received the Silver Applause for the Best Business Operations Manager
• Applauded for display of meeting KRA’s & SLA’s as per the customer agreement
• Over-achieved the quarterly target for 2 quarters in a row-appreciation from GM
• Received appreciation from BU Heads for successfully managing the customer.
Spice Retail Ltd. (Spice HOT SPOT) – March’2006 – September’2012
Senior Manager - Service Operations PAN India
Company Profile-
Spice Retail Ltd. engages in the retail of mobile phones and other technology products. Spice Retail Ltd. was
formerly known as Hotspot Retails Ltd. The company was incorporated in 1988 and is based in New Delhi, India. Spice
Retail Ltd. operates as a subsidiary of Spice Tele ventures, Ltd.
Job Profile:
Key role and responsibilities
• Worked as a Business Operations Manager responsible for PAN India across all service stores.
• To appoint new franchisees & operation in the region - Master Franchise (2), FOFO (70), C&F agent (1).
• Driving top line and bottom line for Product Portfolios & business line- which includes developing and
maintaining backward linkages with vendors for optimizing bottom line; along with P&L & ROCE
responsibility for the vertical.
• Ongoing review of business performance and planning of initiatives on a monthly basis & Execution of
marketing initiatives / activities & defining Business ROI.
• Planning and executing promotions to generate foot-falls and revenue, corporate campaigns etc.
• Recommending improvements in all customer interface processes for enhanced customer satisfaction &
stickiness, putting CRM (Customer Relationship Management) in place to gain highest CSAT Score.
• Defining and implementing a system for maintaining comprehensive MIS.
• Assuring new product training across functions.
Achievements:
• Holds the credit of opening 70 multi brand Service Centre across PAN India
• Initialized Service Franchisee Model operation as expansion strategy and appointed 13 Service
franchisees PAN India in 1 year.
• Accredited for empanelling different mobile companies (Parent Brands) for centralized & authorized
Service Solutions @Hot Spot service centers
• Launched India’s First Mobile Protection Program - “Hot Spot Care Pack” – with unique feature which
benefits customer with 1 Year Extended Warranty ( over & above of manufacturer warranty for 1 year )
and 2 Year Liquid & Physical Damage- first in the Mobile Service Industry.
• Launched India’s First Full length Movie card for Mobile phones in Hot Spot.

3. • Distinctively launched Mobitech (Institute) for BPO, Mobile Repair Engg. & Retail training: Another first
in Organized Retailing.
HCL Infinet Ltd. (Nokia),
Service Center Head (Customer Care Manager)
July’2003 - Feb’2006
Company Profile-
HCL Infinet Ltd is the Internet Infrastructure initiative of the HCL group, India's premier information technology
group.
Job Profile :
Key role and responsibilities
• Responsible for appointing L2 service centres in Delhi – NCR for mobile brand Nokia
• Leading a team of >100 non-technical and technical executives to achieve pre-determined Sales & Service
targets through strategic planning and service business management.
• Managing day to day activities for Service centre, customer grievances.
• Acting as Front Line Manager for the team, resolving change and conflict management issues.
• To ensure customer satisfaction through best customer service.
• Strategic execution of service operation for defined centres and ensuring optimal utilization of all resources
as per the strategic plans.
• Managing and updating different dash boards on SLA’s to management.
• To ensure that quality policy and objectives are understood, implemented, maintained and continuously
improved followed by company policies.
• Responsible for motivating the team and nominating them for internal and external training programs.
Achievements :
• Service center was awarded “Centre of Excellence” for Delivering Best Customer Service for JFM quarter for
the year 2004.
• Successfully cleared ISO- 9000-2004 certification at 2 service Centres in Delhi-NCR.
• Received appreciation from management; customer satisfaction level was the highest across locations.
Priya Exhibitors Ltd. (Bijli Group of PVR Cinema)
April’2001-July’2003
Area Sales Manager Up-country
Company Profile-
Priya Exhibitors Limited is a Private Company incorporated on 29 March 1974. It is classified as Indian Non-
Government Company and is registered at Registrar of Companies, Delhi.
Job Profile :
Key role and responsibilities
• Responsible for managing end to end dealer network
• Sales & distribution of watches to up-country market.
• Involved in strategizing for achieving targets.
• New business strategies implementation for channel sales to boost up sales.
• Profit & Loss management
• Vendor Management
• Preparing HR Metrics and daily dashboards.
Achievements :
• Awarded “Star of the Month” consecutively for 3 month (May’01/June’01/July’01) for achieving regional
target Month on Month & chosen for Director-Club.
• Deputed to South India market to establish channel partners for distribution.
Education & Professional Development
• MBA (PGDBA) Symbiosis Institute of Management Studies, Pune in 2009 secured 60%
• (B.A.Pass) from Delhi University (1997-2000)
• Trained on Business Operations, Service management

4. Personal Dossier :
Date of Birth : 30th Nov’1976
Permanent Address : G-6, Block-III, Express Garden, Plot No.6, Vaibhav Khand,
Indirapuram, Ghaziabad (UP) - 201010
Rajnish Sharma