Graduated - April ****
May 2009 - April 2016
Rajagruha apartment, HSR ITI layout
Bengaluru, Karnataka, 560068
An accomplished leader with 14+yrs work experience in IT and business domain. Core skills are in project management, operations, vendor/people management, business negotiations, planning & organizing, data processing
& reporting skills. I'm passionate about my job and HDI certified. Education
Bangalore university, Bengaluru, Karnataka
Completed my bachelor's in business management, specialized in finance. Employment History
World Trade Bureau, Koramangala, Karnataka
Business operations Manager
End to end management of business operations for this start up company. Overseeing a variety of departments from human resources to accounts payable. Coordination of educational assignments for staff, review of budgetary information, interpretation of financial data, monitoring expense reports, and performing cost-benefit analysis for the business.
Building processes based on business goals.
Measuring the efficiency of systems and procedures. Establish production KPIs and conduct quality assessments. Monitor daily operations and address potential issues when they arise, improve daily functions. Monitor financial data and recommend solutions that will improve profitability Coordinate with the HR department to ensure our hiring plans meet our business needs Take into account the needs of external and internal stakeholders and incorporate them into new strategic plans. Collaborating with relevant parties to create budget, Overseeing money handling, accounting and bank processes. Generating financial reports.
Cognizant Technology Solutions Pvt Ltd, Bengaluru, Karnataka Operation manager
Program Management - Lead a large team to provide Single point ownership for Delivery & Operations of Service Desks in the area of Remote IT Infrastructure Delivery Management Services.
Work closely with resourcing team to manage the resource fulfillment process needed to run the delivery operation well and to avoid revenue loss.
Responsible for running an ITIL compliant operation and enforcing security and compliance requirements of Cognizant and customer Client Interaction and Management. Own Team Review meeting.
April 2006 - April 2008
Identify improvement Plans and track it till closure. Responsible for performance, cost, scope, schedule, quality, and appropriate business measurements for a vertical/Engagement.
Responsible for the financial parameters of the areas run through Customer Profitability, cost of delivery initiatives, pyramid management, people rotation, ELT absorption program, managing operations costs like shift ratio, transport cost Implement performance standards and measurements established by Operations Maturity (Quality) team to manage ongoing service delivery and efficiency.
Manage issues and risks. Responsible for targeted customer satisfaction. Own Service Management processes, tools and disciplines and ensure they are applied in all aspects of contract delivery.
Responsible for people management with specific reference to managing the growth and development of the people working in the team.
Participate in organizational activities like recruitment. Own and drive people processes including career planning, training and certification, rewards and recognition & employee engagement. Participate in the solution development phase of new bid life cycle. Coordinate additional meetings as required with key staff to move projects forward. Transition Support:
Pre Planning - base-lining & foundation training KT-TMP for quality SPOCs Guided & pilot support - quality monitoring, refresher training, etc KM/content/ Quality form creation &customization
Prepare the Project Plan
Follow Cognizant Project Management and Governance model and Processes. Work closely with Project Stake holders and delivery team. Maintain good Business relationship with Project stake holders. End to end responsibility for the projects.
Provide project updates and reporting to stake holders. Coordinate with Technical and Management teams. Project Budget tracking and forecasting as applicable. Coordinating with various functions during the course of transition. Smooth Handover to operations teams. Quality monitoring & effectiveness check for service desk projects IT IS capturing trending. Knowledge management: Ensuring knowledge transfer and sharing (Approach: coverage, implementation & effectiveness for all projects).
Tracking Compliance to all the process documents & monthly data maintenance of reports. Retention management at TSCG level for SS team.
Forecasting& identifying problems:
CSAT: Working with delivery/leads/coaches on customer escalations, initiating& driving CSAT initiatives
Calibration on quality & audit: providing support in reviews, Establishment and monitoring quality
& service standard.
CSI and SIP's with focus on CSAT, FSR, AHT, BQ performance improvement. organizational initiatives:
report automation on NICE3.5, Language lab - set up, usage & effectiveness, process change on quality - Transaction monitoring process across ITISSD's, support on all recruitment &hiring drives in ITIS.
Evaluate, recommend and deploy new or updated methodologies, and tools to maximize overall quality & service in SD ITIS.
Have successfully transitioned projects like Hubble, Appleton, Time Inc, UBS in Cognizant. Athiya Organizational Competencies, Bengaluru, Karnataka Subject matter expert
o Induction to Departure
o Recruitment: Interview & Appointment
o Mentoring Program
o Handled 10 in-house trainers at different locations o Audit check for the trainers at different locations o Selection & retaining of consultants/trainers
o Active participant & contributor of Leadership programs o Designed a Psychological questionnaire for the recruitment process Trained people in all age groups in the top BPO's and IT‘s across India, Manila and Budapest. Companies like Infosys, Cap Gemini, Yahoo, ICICI One-source, Novell, and Cognizant etc Received an Andragogy certificate
Hobbies & Interests
I'm passionate about my work and open to learning new things. I love to travel, do yoga, read books, cook and spend time with my son.
IT operation management Advanced
program management Advanced
Client relationship management Advanced
Business and data analysis Advanced
itil certification Expert
Integration and automation Intermediate
IT service management Competent
Business process improvement Advanced
Reporting and trending analysis Expert
Performance management Advanced
crisis management Intermediate
Standard operating procedures
Microsoft office Expert
People management Advanced
Coaching & mentoring Expert
Training and development Expert
Business negotiations Intermediate
Communication & presentation skills Expert
Organization skills Expert
Decision making Advanced
Available upon request.