¡Bienvenido al perfil Malt de Vishal !
Localización y desplazamiento
- Localización
- Madrid, España
- Puede trabajar en tus oficinas en
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- Alrededor de Madrid y 50 kms
- Alrededor de Las Palmas de Gran Canaria y 50 kms
Preferencias
- Duración del proyecto
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Preferiría:
- Entre 1 y 3 meses
- Entre 3 y 6 meses
- ≥ 6 meses
Preferiría evitar:≤ 1 semana
- Sector de negocio
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- Comercio al por menor
- E-commerce
- Educación & e-learning
- Entretenimiento & tiempo libre
- High tech
+1 autres
- Tamaño de la empresa
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- 11-49 personas
- 50 - 249 personas
- 250-999 personas
- 1000-4999 personas
- ≥ 5000 personas
Verificaciones
Firmado el código de conducta freelance
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Idiomas
Categorías
Habilidades (8)
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Principiante Intermediario Confirmado
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Principiante Intermediario Confirmado
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Principiante Intermediario Confirmado
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Principiante Intermediario Confirmado
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Principiante Intermediario Confirmado
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Vishal en pocas palabras
Business Operations Professional, Certified Professional Scrum Master, experience leading Agile Teams and also leading cross-regional, cross-cultural teams on site and remotely. Active contributor to the community and industry, member of several talent organizations such as, Nova Talent or Thinkers50.
•9+ years experience in customer-centric roles, 8+ years of SQL experience, 6+ years experience driving global projects to completion in finance and startups, 3+ years managing operational efficiency
•6+ years of experience leveraging Agile Frameworks that iteratively deliver incremental value to different stakeholders across the organization, experience in gather, structure and escalate feedback from different stakeholders
•Experience working collaboratively with cross-functional stakeholders including sales, finance, engineering and product
•4+ years experience managing cross-regional and multi-cultural teams, experience managing teams remotely and ensuring effective communication and results are achieved. Thorough and methodic when managing data but flexible and open to change mindset when executing projects
Experiencia
Finologee
Head of Customer Success
Finologee
Customer Success Manager
Gympass
Business Operations Manager
• Engaged with different departments to solve business pain points with automations and new processes delivered from the Operational Process & Efficiency team. Reduced operational workload of billing processes for LatAm in more than 90% using SQL. Reduced operational workload for onboarding and partner setup processes in more than 80% for 10+ countries and reduced intermediate third-party tools from 8 to 3 using Python
• Built prototypes of analytical dashboards in Tableau and Metabase (SQL) to help Operation managers and directors make decisions, detected issues with duplicated payments, fraudulent activity from some users and billing gaps such as lack of billing to some companies or users overusing free trials all of which resulted in recovering $0.6m+ in revenue pa.
• Partnered and interfaced with sales teams, operation verticals and customer experience leaders to triage and escalate issues to our product teams. Built cases, structured and led necessary meetings in order to convince product teams to include in the product roadmap new features or new fields needed to improve our data capabilities
• Consolidated operational KPIs, Order to Cash metrics, Internal CSat results and team targets in order to deliver monthly reports for senior decision makers and internal clients
• Led a team of 6, located between US, LatAm and Spain
Gympass
Business Operations Coordinator - EU Region
• Led and delivered automation projects using Python that reduced the turnaround time for setup, billing and modification operational processes by more than 60%, influenced the team and my managers to reduce our SLAs from 5 days to 2 days resulting in an increased level of satisfaction from our internal clients, including sales and partnership teams
• Demonstrated problem-solving attitude by providing actionable recommendations based on data gathered from our database and from Zendesk CRM ticket reports, identified inconsistencies and mismatches in our data sources, reported them and influenced the product team to help us fixing them in our product and database
• Defined, tracked and consolidated all the KPIs and targets regarding our European Operations. Assisted the Operations Senior Director to deliver presentations and monthly decks to senior stakeholders and C-Level executives
• Implemented Agile Framework to help manage a team of 9 professionals increasing alignment and sense of accountability within the team, improving communication with stakeholders and providing transparency and visibility about projects to managers and directors
• Coached team members on thoroughness, empathy and proactiveness. After, convinced the Senior Director to implement Work From Home policies to increase employee satisfaction whilst keeping productivity. Got promoted in less than a year
DELOITTE - Deloitte Organisation
Senior Consultant II - Financial Services Operations
• Co-led the global PMO following-up the implementation of MiFID II regulatory directive for a top tier bank in Spain
• Partnered with different business units to escalate and report operational issues and their impact metrics
• Delivered reporting packages for 10+ units subject to this regulation in a way that ensured consistency, alignment and comparability of reporting between units
• Red flagged inconsistencies reported by the units or compliance risks on upcoming regulatory deadlines
NTT Data - NTT DATA Deutschland GmbH
Senior Solutions Analyst
• Led the migration of the main data warehouse (Markit EDM) for a top tier bank's asset manager in Spain, co-designed the test cases, managed the execution of these test cases. Led the roll-out and provided the necessary support after
• Designed, built and deployed SQL based ETL modules in production that acquired data from different back office systems and distributed this data to different systems including bank's websites, other banks and external asset managers
• Consolidated data needs, designed data flows and delivered a reconciliation workflow that allowed us to validate market values between front-office, back office and regulatory systems in order to identify data set gaps, monetary deviations and errors end-to-end
• Taught SQL to incoming analysts and worked closely with the product owner to identify data gaps, inconsistencies and bring new data requirements to our Product Backlog
• Participated in all Agile Meetings, attended to Daily Meetings, estimated User Stories and helped the Product Owner on defining new User Stories
NTT Data - NTT DATA Deutschland GmbH
Solutions Analyst - Asset Management
jobandtalent - jobandtalent
Interim Project Manager
• Created from scratch a customer support department in a fast growth start up. Implemented processes and procedures to tackle user issues, created analytical dashboards to measure KPIs, ticket trends and diagnose new problems that users reported
• Implemented Zendesk tool to improve response rates, reduce contact rate, automate common issues with triggers and macros and created the issue tags that would allow us to start tracking user issues and feedback in a quantitative way
• Reduced response times by 85% using ZenDesk, increased satisfaction by more than 20% and reduced contact rate by more than 10% by detecting trends. Provided new analytical approaches to customer engagement with Zendesk Good Data
Management Solutions
Business Analyst
• Coordinated the validation, analysis and reporting of different initiatives to acquire, transform and load financial information from different systems to the central hub of a bank's investment banking division
• Ensured the data was precise, compared the data with the target model and ensured issues were reported on time and in a consistent manner to engineering teams. Developed SQL cursors to analyze gaps in data sets and reconciliate sources
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