Business Analysis BPO Operations Process Management Service Delivery Project Management Transition Quality Management
Business Process Re-Engineering E2E Implementation R&C Audits Training & Performance Support
Crisis Management Stakeholder Management Escalation Management SLA/TAT Cost Saving
Proactive professional equipped with thorough knowledge and technical understanding in conjunction with demonstrated capabilities in managing process verticals implementing process improvements for desired performance levels.
Visionary leadership in assessing client needs, strategically positioning programs aligned with customer & market needs/ projections.
Industry Exposure: Financial Services H&PS
Have multiple entry B1/B2 US visa with validity until Oct 2022.
CAREER – AT A GLANCE
Seasoned and versatile operations management professional with incredible experience of 19+ years (including 7.5 years in leading MNC) in diverse areas including process & project management, transition & migration, continuous improvement, client servicing, reporting & communication and strategic management.
Highly skilled in providing end-to-end customer service delivery solutions along with strong capabilities implementing the service delivery process covering capacity management, service level management, resolution process and control process; developing business continuity plans, procedures, and service standards for business excellence.
Excel in formulating strategies, driving process excellence initiatives, deriving substantial improvements across diverse business processes with implementation of lean methodology, preparing process dashboard, SLA report, balance score card to assess the performance of the process.
Demonstrated expertise in managing various processes entailing back-office operations; creating process vision & design, developing enhancement strategy and transition strategy and deploying key execution strategies across processes.
Strong people & project management skills, capable of managing members having distributed skill sets, ensuring judicious utilization of resource as well as ensure skill upgrade, competence management, career planning and mentoring of team members as well as maintaining TAT, quality, productivity and behavioral aspects of the team.
Equipped with the knack of functional management along with the practical experience in the analysis, development and implementation of strategic business plans and policies to ensure organizational growth, targeting maximum profitability & cost effectiveness.
Exposure to Domestic & International business culture thereby having the ability to work in highly diverse environments with people from varied background.
Core Value Champion 2017
Champions Trophy Award 2015
Front Runner Award 2015
Retention Award 2012
Best PPA Person 2012 & 2014
Whizkid Award 2011
Accenture Solutions Pvt Ltd 2010-2018
Regional Operations Manager June 2015-Jan 2018
Implemented Operational excellence methodologies and consistently exceeded SLAs of the team of 170 employees spread over 31 locations
Improved the quality of the region by over 30% in a span of 1.5 years from 75% to 97%
Improved efficiency through process innovation of workflow management, workforce alignment, cross-training, knowledge sharing mechanism there by resulting in reduction of manpower of about 47%
Lead successful transitions of new products/processes along with new tool implementation and new vendor transition, which helped gaining client appreciation
Adhered to stringent security standards through internal audits and ensured zero frauds and zero loss to business.
Improved team engagement by ensuring systems of one-on-ones, skip-level, townhalls, fun-at-work initiatives, and continuous learning- Saw an attrition of 12%.
Devised workflow management report and collection analytics report using MS Excel expertise, which resulted in improved cycle time.
Process Manager Sept 2013-June 2015
Managed operations of Fallout functions across Manila and Chennai, 3 processes with total 90 employees
Acted as Business advisory manager and lead process simplification & profit maximization projects which resulted in client savings worth $300,000. (Presented the developed tool to the clients and stakeholders.)
Exceeded business SLAs along with innovation and team engagement – as a result of which Team won Champions trophy which is competed by Pan India Projects.
Best PPA SPOC FY14 for role in employee engagement activities.
Implemented and monitored Operational excellence framework using six-sigma principles.
SPOC for Information Security- ensured all security parameters were adhered to across physical, technological, and operational areas. Ensured compliance to ISO/IEC 270001 guidelines
Team Lead June 2010-Aug 2013
Maintained a consistent Quality, as a result of which SLA moved up from 97% to 99%.
Q4-FY12 Retention Award for lowest attrition in my span of less than 12%
Worked in US health insurance industry for a prestigious client, managed 2 different process teams and lead both the teams to a high performing quality standard of 99%
Visited St Louis Missouri for the transition; supported the junior trainers to get certified. Transitioned a process with 100% success rate. Involved in creation of SOPs
Managed a high-risk, high-noise team which was struggling to meet SLAs, and stabilized operations using six-sigma and Lean/Kaizen principles
During change management phase, identified, coached and developed employees with leadership qualities as a result of which about 9 employees have scaled up in their career as leaders
SPI Technologies India Pvt Ltd, Chennai 2007-2010
Quality Officer Oct 2008-May 2010
Managed quality improvement through root cause analysis and designing & implementing action plans. Analytics through reports.
Special point of contact for a prestigious onshore client, lead quality improvement initiatives through implementation of preventive and corrective action plans derived from root cause analysis. Quality improved from 95% to 99% within 9 months.
Represented offshore during the review meetings, process updates meetings, etc.
Effectively represented reports through MS Excel to visualize the status quo which helped the team to improve and provided good visibility to client
Transitioned a new process and software to Cebu (Philippines)
Ensured adherence to HIPAA related standards and provided continuous education to the team on Infosec parameters
Production Supervisor 2007-2008
Managed E2E transition of MT projects into a newly set up facility, Stabilized the center on all SLA parameters with over 50 employees.
Transitioned a new 100-seater production facility at Chennai. Managed recruitment, infrastructure testing, employee training, new client transition and ramped up in 3 months
Mentored and monitored team members to achieve their set individual targets and meeting client SLAs
Used reports from the ERP tools to improve Quality and productivity of the team members
Managed ramp down of the project at Chennai, due to certain business priorities
Heartland KG Pvt Ltd & SPI Technologies & KGISL 1998-2007
Team Lead-MT 2000-2007
Team size: 30
Was placed at Heartland Information Systems, Toledo, US for on-the-job training.
Certified as trainer by SPI learning academy, Philippines.
Conducted various process and soft skill trainings for over 300 employees.
As part of continuous education program, prepared and trained 5 days a week for 30 minutes for over 50 employees.
Credentials of part of the first batch of medical transcription training, certified on time.
Promoted as a first batch of team leads.
Also promoted as Quality auditor within few months.
Shouldering the onus of operations, people, customer relations & leadership and played an active role in development and implementation of the same.
Involved in recruitment, training, inductions and on floor training for the agents. Conducting of continuous development training program and refresher training programs.
Establishing quality standards for operational areas and conduct internal audits for ensuring process is followed. Suggest improvements for enhancing the service and quality standards
Assure observance of the process essentials and capture/isolate bottlenecks for smooth working of the processes.
Structure annual operational budget and implement control measures to contain expenses within defined limits.
Gearing the activities for improving business processes and supporting critical business strategies by directing the development, implementation and maintenance of products
Proficiently handling complaints, inventory management and identifying/ upgrading system requirements.
Ensuring to meet deadlines without compromising on quality & adhered to SLA, ensuring speedy resolution of queries & grievances to maximize client satisfaction levels
Generating MIS and monitoring control reports to ensure smooth functioning of operations and managing continuous data audit. Initiating and helping in the development of quality tool.
Diploma in Business Management ICFAI
ADSC Hons APTECH 2000
BSc (Physics) 1998
Training and certification:
Certified trainer – SPILA
Six Sigma – Yellow belt
AHM 250 (Us Healthcare)