Vinay Batwara
Jaipur,Rajasthan
Summary
Results-driven Operations and Program Management professional with a strong background in leading large teams and managing diverse business operations. Expertise in operational strategy, process optimization, and financial management, enhancing efficiency and driving revenue growth. Skilled in stakeholder management and team leadership, implementing governance frameworks to ensure compliance.
Overview
15
15
years of professional experience
5
5
Certifications
Work History
General Manager of Operations
Vconnex Pty Ltd
Jaipur, Rajasthan
10.2025 - Current
- Led end-to-end operations across three business verticals, ensuring operational efficiency, regulatory compliance, and achievement of business objectives.
- Developed and implemented operational strategies, policies, and SOPs to standardize processes, improve productivity, and enhance service delivery.
- Analyzed operational and financial data to identify process improvement opportunities and implement cost-saving initiatives across departments.
- Collaborated with cross-functional teams, including Legal & Compliance, Partnerships, Marketing, Product, and Technology, to streamline operations and drive business growth initiatives.
- Negotiated and managed vendor and service provider contracts, securing favorable terms that enhanced strategic partnerships and supported operational objectives.
- Coordinated with CXOs, clients, and external stakeholders to align operational strategies with business objectives, enhancing customer experience and satisfaction.
- Monitored departmental performance through financial statements, sales reports, and operational metrics to drive productivity and achieve organizational targets.
Program Manager
Vconnex Pvt. Ltd.
09.2014 - Current
- Led a team of managers, analysts, and specialists, ensuring SLA adherence and operational excellence.
- Directed cross-functional meetings with Product, Operations, Compliance, and Contact Center teams to align priorities and resolve operational challenges efficiently.
- Managed operations for a single vertical, overseeing program delivery and enhancing operational workflows and performance management.
- Managed resource allocation, campaign execution, incentive structures, and contact center performance monitoring.
- Partnered with product owners to implement frontend and backend system/process improvements, enhancing workflow efficiency.
- Designed change management processes and commercial frameworks, improving operational transparency and facilitating reconciliations.
- Implemented risk management, governance, and quality assurance frameworks to ensure compliance with regulatory and contractual standards.
- Conducted client WIPs, partner reviews, and executive reporting, ensuring SLA compliance and strong stakeholder engagement.
- Coached and mentored operations, QA, and analyst teams, improving team capability and performance.
QA Manager
Vconnex Pvt. Ltd.
01.2018 - 12.2021
- Facilitated program delivery audits to ensure compliance with established standards, enhancing program integrity.
- Delivered dashboards and reports that informed leadership decision-making, supporting strategic initiatives.
- Managed documentation for quality control activities and processes, ensuring accuracy and accessibility for audits.
- Conducted monthly assessments and call monitoring for refresher training sessions.
- Trained contact center personnel and quality analysts on effective quality assurance practices.
Quality Analyst
Vconnex Pvt. Ltd.
01.2014 - 12.2018
- Executed quality assessments on products, ensuring compliance with industry standards and enhancing product reliability.
- Facilitated root cause analysis sessions, identifying and resolving recurring issues to improve product quality.
- Delivered training and support to team members on quality assurance protocols, fostering a culture of quality awareness.
HR Executive
Shriram General Insurance
01.2013 - 12.2014
- Streamlined recruitment and onboarding processes to facilitate smoother integration of new hires.
- Supervised employee verification procedures to ensure accuracy of records and compliance.
- Oversaw management information systems (MIS) to improve data accessibility and operational workflows.
Customer Service Officer (Intern)
ICICI Bank
Newai, Rajasthan
06.2013 - 09.2013
- Managed RTGS/NEFT settlements and executed daily cash management to ensure accurate financial transactions.
- Assisted customers with account inquiries and processed transactions to enhance customer satisfaction.
- Managed customer inquiries through phone and email support.
- Assisted customers with account-related issues and transactions.
- Provided product information and service guidance to clients.
Process Associate
Eyenus Outsourcing
01.2011 - 12.2012
- Executed daily tasks with accuracy and efficiency to support operational flow.
- Supported customers with product inquiries and service requests to enhance satisfaction.
- Addressed customer complaints through effective communication and problem-solving to ensure resolution.
Education
PGDBO -
Institute of Finance Banking & Insurance
Jaipur, India01-2013
BBA -
Deepshikha College of Technical Education
Rajasthan, India01-2010
10+2 - Science
Kendriya Vidyalaya No. 3
India01-2007
10th -
Kendriya Vidyalaya No. 3
India01-2005
Skills
- Operations Management
- Operational Strategy
- Process optimization
- Financial Management
- Vendor negotiation
- Data Analysis
- Revenue generation
- Customer experience
- Cross-Functional Collaboration
- Team leadership
Certification
SLII® Leadership Certification – 2-Day Workshop (Situational Leadership II)
Timeline
General Manager of Operations
Vconnex Pty Ltd
10.2025 - Current
QA Manager
Vconnex Pvt. Ltd.
01.2018 - 12.2021
Program Manager
Vconnex Pvt. Ltd.
09.2014 - Current
Quality Analyst
Vconnex Pvt. Ltd.
01.2014 - 12.2018
Customer Service Officer (Intern)
ICICI Bank
06.2013 - 09.2013
HR Executive
Shriram General Insurance
01.2013 - 12.2014
Process Associate
Eyenus Outsourcing
01.2011 - 12.2012
PGDBO -
Institute of Finance Banking & Insurance
BBA -
Deepshikha College of Technical Education
10+2 - Science
Kendriya Vidyalaya No. 3
10th -
Kendriya Vidyalaya No. 3