Operations management

Praveen Ramachandran Coimbatore, India +91-917*******, +91-999******* *********@*****.***

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.

PERFORMANCE BENCHMARKS

Core Value Champion 2017

Champions Trophy Award 2015

Front Runner Award 2015

Retention Award 2012

Best PPA Person 2012 & 2014

Whizkid Award 2011

EMPLOYMENT CHRONICLE

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.

Trainee/MT/QA 1998-2000

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.

MAJOR ACCOUNTABILITIES

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.

ACADEMIC

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)

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