Divya Y. Celly
Sr Operations Manager
Summary
Experienced with operational strategy, effectively overseeing large-scale projects and improving productivity. Utilizes comprehensive knowledge of resource management to achieve efficient workflow. Track record of leading high-performing teams and implementing impactful process improvements.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
Work History
Senior Operations Manager
NielsenIQ
06.2024 - Current
- Lead team of 50+ across Client Output & Engagement Ops for Canada market.
- Integrated ML-based automation into output QC process, reducing cycle time by 40%.
- Standardized SLA metrics and proactive dashboards, cutting client escalations by 30%.
- Acted as primary voice of client, translating expectations into scalable operational plans.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Champion cross-functional collaboration to ensure consistent delivery of high-quality outputs and client satisfaction
- Monitor and report on key operational metrics, identifying trends, risks, and opportunities for optimization
Operations Manager
NielsenIQ
07.2022 - 05.2024
- Managed 30+ associates with
- Oversaw KPI tracking, resource planning, and cost forecasting.
- Drove process optimization for instruction execution across RMS and CPS.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Maintained high client satisfaction through structured stakeholder engagement.
- Liaised with global hubs and internal leads to ensure smooth delivery.
- Facilitated smooth collaboration between departments through clear communication channels.
- Analyzed and reported on key performance metrics to senior management.
Team Lead
NielsenIQ
09.2018 - 06.2022
- Led 2 teams (Retail Ops & CASE Reporting) of 16 associates.
- Established monthly/quarterly Data Quality metrics to drive improvement.
- Championed machine learning integration into instruction workflows.
- Owned reference data setup, resource planning, and KPI oversight.
- Worked cross-functionally with NOC, ROC, LatAm & local markets.
Senior Technical Executive Cum Team Coordinator
Smartinfosys.net
08.2017 - 03.2018
- Cultivated long-term client relationships through consistent provision of high-quality products and services.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Engineered innovative solutions for complex problems, enhancing organizational performance.
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
Senior Process Associate
Tata Consultancy Services
07.2014 - 08.2016
- Met month-end reporting objectives and deadlines.
- Identified modifications to processes and procedures that would promote better efficiency.
- Managed critical projects, successfully meeting deadlines while maintaining high-quality outputs.
- Collaborated with cross-functional teams to improve overall process performance and client satisfaction.
Executive- Client Relations
India Infoline Finance Ltd. - Gold Loans
07.2012 - 06.2014
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Optimized operational efficiency through process, system, and workspace redesign for heightened productivity
- Customer Service Management
- Complaint Handling and Resolution
- Preparing Key Performance Activity Reports
Education
MBA - Finance
Shri Chimanbhai Institute of Management
01.2009 - 01.2011
B.Com - undefined
S M Patel Institute of Commerce, Gujarat University
01.2006 - 01.2009
Skills
Operations management
KPI tracking
Strategic planning
Employee coaching
Operational excellence
Stakeholder management
Team leadership
Client Engagement
Certification
Graduated from Global Ops Talent, NielsenIQ
Timeline
Graduated from Global Ops Talent, NielsenIQ
01-2025
Senior Operations Manager
NielsenIQ
06.2024 - Current
Graduated from LEO – E2E Operations Leadership Program, NielsenIQ
01-2023
Operations Manager
NielsenIQ
07.2022 - 05.2024
Certified Six Sigma Lean, NielsenIQ
01-2022
Team Lead
NielsenIQ
09.2018 - 06.2022
Senior Technical Executive Cum Team Coordinator
Smartinfosys.net
08.2017 - 03.2018
Senior Process Associate
Tata Consultancy Services
07.2014 - 08.2016
Executive- Client Relations
India Infoline Finance Ltd. - Gold Loans
07.2012 - 06.2014
MBA - Finance
Shri Chimanbhai Institute of Management
01.2009 - 01.2011
B.Com - undefined
S M Patel Institute of Commerce, Gujarat University
01.2006 - 01.2009