Management Process

Sri Ranjani Thiagarajan

Phone: 310-***-**** (R)

Email: ablge7@r.postjobfree.com

Seeking Middle Level assignments in Operations' Management / Client

Servicing with a growth oriented organization.

PROFESSIONAL SYNOPSIS

A dynamic professional with over 5 years of rich experience in Operations'

Management, Process Transitioning, Team Management and Client Servicing in

the BPO Industry.

A valuable experience of working with JP MORGAN CHASE, Bangalore as Team

Specialist and IBM India (P) Ltd, ITPL, Bangalore.

Successfully transitioned various new lines of business and prepared new

strategies to meet the client's requirements and achieve customer

satisfaction.

Proven skills in managing teams to work in sync with the corporate set

parameters & motivating them for achieving business and individual goals.

Acting as an escalation gate to resolve critical issues of the team

members. Skills in conducting various training sessions for enhancing the

performance and quality of service.

Skills in conducting various technical training sessions for enhancing the

performance and quality of service.

Received numerous Appreciations & Laurels across the career path due to

outstanding performance.

Excellent communication & interpersonal skills with proven abilities in

customer relationship management & Team Management.

ORGANIZATIONAL EXPERIENCE

March 2008 to September 2008 with JP Morgan Chase, Bangalore deployed as

a Team Specialist

Key Tasks Handled

Operations Management

Reporting the General Ledger daily status to the EMEA locations on

Mainframe and Oracle.

Investigation on irregularities on the daily reports in the flow of entries

from Mainframe to Merit and clearing entries to maintain the reporting

status to "Green".

General Ledger Reconciliation and Substantiation involving assigning

account and generating returns for the respective Account Owner and

Delegate.

Reporting breaks on Inter-entity to all the locations and reasoning with

the locations on resolution and clearances of breaks.

Reporting HR accounts to the locations on the General Ledger Reconciliation

and Substantiation.

Management Information System sent to the highest level of the bank which

publishes the data on financial reports.

Month End Default account clearances ensuring the default balances sum up

to zero by the end of workday 2.

Data Request System which involves reconciling the differences in Assets

and Liabilities across specific currencies.

Updating Frankfurt Rates on Mainframe which contributes to be the basic but

very crucial information to all the locations.

Updating Transfer Price Source Data Rates which is one of the main

information to the locations.

CLIENT SERVICING

Governance calls held with the locations on proactive basis to ensure the

quality of deliverable is maintained and enhanced to provide maximum

satisfaction.

Strict adherence maintained in terms of deliverables and deadlines.

Built a database for Data Request System to enable better quality on

monitoring the inflow and outflow of requests

Knowledge Transfer and Training

Ensured complete knowledge transfer to new joiners with no prior experience

Assisting the team of fresher in handling issues and address escalations,

if any.

Ensuring perfection in the deliverables and strict adherence to time-lines

and procedures.

2003 - 2007 with IBM India Private Limited, ITPL, Bangalore grown to be a

Lead-F&A

Key Tasks Handled

Operations Management

Setting up & maintaining CTQ (Critical To Quality) / CTP (Critical To

Process) targets for the process & team.

Taking initiatives for maintaining SLA (Service Level Agreement) & SOP

(Standards Operating Procedure).

Presently working towards stabilizing Joint Venture- Accounts Receivables

Management

Coordinating integration with support functions viz. Quality, Training,

Technology, Compliance & HR.

Providing Cross Training to Process Associates to handle High Volume

Situations and reduce Idle Time.

Holding discussion with the clients to understand and implement process

changes as requested by them.

Ensuring CTQ closure: Productivity-Capacity Based Turn Around Time (TAT)

through Time studies & Capacity Planning and Accuracy Base-Lining.

Process Transitioning

Spearheaded transitioning initiatives for Account Receivables

Department in Bangalore.

Actively involved in the transitioning of processes in adherence with

the client's requirements.

Undertaking responsibilities of removing unnecessary procedures in

process for efficient functioning.

Ensuring uniformity in the process understanding at the client's and

the organization's end.

Representing the process before the Higher Level Management and the

client.

Client Servicing

Mapping client's requirements and ensuring rendering of effective solutions

in line with the guidelines specified by the clients' on Operations Shop

Floor.

Processing purchase order invoices for the client in the Accounts Payable

Department.

Identifying improvement areas and implementing measures to maximize

customer satisfaction levels.

Taking escalations for resolving critical issues; ensuring CTQ Delivery and

Business Continuity.

Ensuring continuous interaction with the customers to make sure that area

of concern can be worked upon for improved service levels.

Team Management

Managing Team functions viz. manpower planning, recruitment, induction,

performance appraisal, etc.

Leading, mentoring and monitoring the performance of team members to ensure

efficiency in process operations and meeting of individual and group

targets.

Conducting training sessions and in-house forums to boost the technical and

soft skills of the associates.

Creating and sustaining a dynamic environment that fosters development

opportunities and motivates high performance amongst team members.

NOTEWORTHY MILESTONES

Performed a vital role in driving various processes to the step of success,

viz.Cash Applications, Miscellaneous/ Net-outs/ Wires, Check Input process.

Holds distinction of being entrusted with people management due to

exceptional performance record.

Successfully managed the process operations without escalations.

Significantly involved in stabilizing a sub process for Wires and

Reconciliations in Cash Management Team.

Conceptualized and developed controls & organized the pattern of working to

avoid escalations.

Efficiently handled the process and stabilized the process for a period of

seven months.

Ensured successful knowledge transfer and escalation-free process.

AWARDS & LAURELS

Bagged Award as "Top Talent" in 2007

Received Award as "Star of the Quarter" for the first quarter of 2006.

Attained certification as "Yellow Belt" for initiating quality project in

2006.

Awarded as "Star of the Month" and "Team Champion".

Secured the "Best Team Award" in 2004.

QUALIFICATIONS

Bachelor's Degree in Commerce (B.Com) from Bangalore University in 2001.

PERSONAL DETAILS

Date of Birth : 23rd April 1980

Residential Address : 887, Airways Circle, Nashville, TN - 37214.

Contact this candidate