Radha Gulhane
@radhagulhane
Assistant Operations Manager at PhonePe (PIBS)
Nagpur, India
Experienced and effective Operations Manager bringing forth valuable industry experience and a passion for management. Results-oriented with a proven track record of improving overall operations within a company or department. Adept in analytical thinking, strategic planning, leadership, and the management of staff and procedures. Skilled in effectively directing staff and overseeing operations to ensure optimal productivity and high levels of customer satisfaction.
Experience
Assistant Operations Manager
PhonePe (PIBS)
Collaborated with cross-functional teams including Operations, Business, Product, Finance, and Customer Experience to analyze customer data, resulting in a 25% increase in product engagement. Managed issuance processes and conducted detailed funnel analyses to drive improvements in the customer journey, achieving a 20% increase in insurance rates and enhancing overall user experience. Successfully replicated operational strategies from Term Life Comprehensive (TLC) to Health Comprehensive Product (HCP), achieving an 85% issuance rate. Developed and implemented automated dashboards with multiple views to effectively monitor and track daily, weekly, and monthly metrics. Worked closely with the Finance team to ensure accurate reconciliation of daily settlements, payment gateway fees, IRDA commissions, and refunds.
Operations Analyst
PhonePe (PIBS)
Implemented KPIs for the support team, resulting in a significant increase in issuance rates from 6% to 51%, improving customer connectivity and service speed. Orchestrated the integration and operationalization of application journey data flow using APIs, Feed Files, and Auto-triggered reports. Automated operational tasks using available data tools, reducing daily task completion time from 2-3 hours to just 10-15 minutes. Facilitated seamless coordination with 8 insurers, contributing to the successful launch of products on the platform.
Operations Consultant
Uber India Systems PVT. LTD.
Managed fleet operations for an entire city with 6000+ active fleet in Nagpur. Developed and implemented an Internal Training Program for partners to enhance their skills and performance. Created effective communication strategies to meet fleets Key Performance Indicators (KPIs). Organized an Onhoarding Mela in Nagpur to address supply gaps, resulting in the acquisition of over 300 driving partners. Analyzed and resolved customer concerns through proactive communication, achieving an 85% satisfaction rate and reducing repeat inquiries by 40%, significantly improving overall customer experience and loyalty.
Education
Jankidevi Bajaj Institute of Management Studies and Research
M.B.A.
Operations and Supply Chain
Mastered in Operations and Supply Chain
S.B.Jain Institute of Technology, Management & Research
B.E.
Electronics and Telecommunications
Bachelor of Engineering