Ricky NIGAM
North Rocks
Summary
Dynamic Operations Leader with extensive experience driving service delivery, customer experience, and technical operations across Australia and New Zealand. Expert in leading high-performing teams, optimising performance through data-driven decisions, and delivering measurable business outcomes through collaboration, governance, and operational excellence.
Overview
21
21
years of professional experience
Work History
Operations Manager ANZ
Align Technology-iTeo (Intra Oral Dental Scanners)
09.2021 - Current
- Lead and manage day-to-day operations for iTero Align scanner deployment, maintenance, and support across Australia and New Zealand, consistently achieving 98%+ SLA compliance on response and resolution times for over 500 active Dental surgeries.
- Manage and mentor a diverse team of 6+ staff including onshore personnel and offshore support teams, fostering collaboration and consistent service delivery across regions.
- Developed and implemented operational strategies that reduced average service turnaround times by 20%, and contributing to a 10% reduction in operational costs year-over-year.
- Oversee a hands-on operational framework encompassing budget management, financial reporting, contracts, procurement, and cost control, ensuring alignment with AlignTech’s global governance, compliance, and service delivery standards.
- Coordinated collaboration between sales, technical support, and customer service teams, driving a 15% increase in iTero system adoption within 12 months through streamlined deployment and onboarding processes.
- Established and monitored key performance indicators and SLAs, reporting monthly on metrics including first-time fix rate (85%+) and customer satisfaction scores (90%+), driving continuous improvement.
- Analysed performance data and customer feedback from over 500 service tickets annually to identify bottlenecks and implement improvements, increasing overall service efficiency by 18%.
- Oversaw training programs for internal staff and clients, improving product knowledge and reducing support escalations by 25%.
- Managed relationships with key suppliers and technology partners in Singapore & Israel, ensuring 100% on-time delivery and technical support in compliance with SLA commitments.
- Ensured full compliance with dental and medical industry standards and regulatory requirements, achieving zero non-compliance incidents during audits.
- Drive cost control, forecasting and P&L performance to improve profitability.
Service Manager
TRUMPF Med Australia
04.2017 - 04.2021
- Led a customer service team of 5 and 12 Technical Engineers nation wide supporting the deployment, maintenance, and logistics of advanced medical technologies, including connected care solutions such as patient beds and respiratory therapy systems, ensuring reliable equipment availability for healthcare providers.
- Managed end-to-end customer support including order processing, escalations, and frontline service to maintain operational continuity in critical hospital environments, achieving “Best in Quest” recognition for key service metrics like First Call Resolution and Call Quality.
- Developed and enforced KPIs aligned with healthcare industry standards, optimizing team performance by 15-20% through coaching and process improvements focused on minimizing equipment downtime and maximizing patient care support.
- Designed and implemented Business Intelligence dashboards to enable real-time SLA monitoring, enhancing visibility into service delivery performance and ensuring adherence to strict healthcare operational requirements.
- Oversaw freight scheduling and supply chain logistics to guarantee timely delivery and maintenance of medical devices, consistently meeting SLA windows critical for hospital operations.
- Negotiated and managed national delivery partner rollouts, ensuring all stakeholders met SLA and KPI targets while streamlining Sales & Operational Planning (S&OP) to support scalable healthcare solutions.
- Adapted asset allocation strategies during the COVID-19 peak period to prioritize distribution of critical medical devices to high-need hospitals, reinforcing healthcare system responsiveness during crisis conditions.
- Improved replenishment and asset management processes, raising in-stock device availability from critical to optimal levels, directly supporting uninterrupted patient care and hospital profitability.
- Initiated vendor invoice reviews and developed an online repair reporting system, leading to $30K cost savings and a 5x increase in service revenue, strengthening financial performance while maintaining high service quality.
- Reduced operational losses by 15%, contributing approximately $50,000 to the operating profit margin, reinforcing sustainable healthcare operations through efficient resource management.
Service Manager
Samsung Electronics
03.2011 - 04.2017
- Developed and standardized staffing, inventory, in-store operations, and shipping/receiving best practices, improving operational efficiency by 15%.
- Managed 3 key vendors for product outsourcing and quality control, achieving 98% on-time delivery and reduced product defects by 12%.
- Designed and implemented demand forecasting, reducing stockouts by 20% during peak seasons.
- Developed and implemented reporting tools for Claims and Billing departments, improving reporting accuracy and reducing data retrieval time by 30%.
- Collaborated with Samsung leadership to successfully launch 10+ new products annually, supporting staffing forecasts and reducing launch delays by 25%.
- Trained and enabled over 50 team members on new products and promotions, increasing customer satisfaction scores by 18%.
- Improved purchase order approval process, cutting average processing time by 10%, accelerating supply chain responsiveness.
- Maintained service tracking systems providing management with real-time status updates, contributing to a 20% improvement in service turnaround.
- Analysed sales and financial data, identifying cost-saving opportunities that reduced operating expenses by 8%.
- Resolved customer escalations efficiently, maintaining a customer satisfaction rate above 90%.
- Led teams across two locations (Australia and Manila), managing up to 60 staff, improving team engagement scores by 22%.
- Coached and mentored staff to enhance consumer service skills, reducing customer complaints by 25%.
- Oversaw claims processing operations, consistently meeting or exceeding KPIs, including a 98% turnaround time compliance and 99% quality assurance.
Business Development Manager
3 Hutchinson Australia
08.2004 - 02.2011
Education
BBA - Bachelors of Business Administration
University of South Australia
01.2010
Diploma in Business Management -
South Australian Institute of Business And Technology
01.2008
Skills
- Operational Leadership & Management
- Product Technology Expertise
- Team Leadership & Development
- C-level Engagement / Communication
- Data Analysis and reporting
- Customer Relationship Management
- Compliance and Quality Assurance
- Governance and Risk Management
- Cross-functional Collaboration
- Vendor and Contracts Management
- Strategic Planning & Execution
- Service Level Agreement
Timeline
Operations Manager ANZ
Align Technology-iTeo (Intra Oral Dental Scanners)
09.2021 - Current
Service Manager
TRUMPF Med Australia
04.2017 - 04.2021
Service Manager
Samsung Electronics
03.2011 - 04.2017
Business Development Manager
3 Hutchinson Australia
08.2004 - 02.2011
BBA - Bachelors of Business Administration
University of South Australia
Diploma in Business Management -
South Australian Institute of Business And Technology