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Manager Service

Location:
Chennai, Tamil Nadu, India
Posted:
December 17, 2019

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Resume:

DILEEP A K

Chennai, Tamil Nadu ******978-***-**** • ada3cz@r.postjobfree.com

PROFESSIONAL SUMMARY

Impact-oriented change leader with more than 10 years' experience in team and project leadership role in McKinsey&Company. Extensive experience of designing, leading, and implementing a range of firm-wide people and process initiatives. Communication specialist with expertise in learning and applying new concepts, technologies, processes. Seek a challenging role, where my existing skills and qualifications will add value from the outset, whilst I continue to further develop my skills and knowledge

SKILLS

Project management

Team leadership

Communication

Conceptual thinking

Collaborative problem Solving

Operations management

WORK HISTORY

Project Lead

McKinsey Global Services - Chennai, Tamil Nadu 04/2016 - Current

Spearheaded an employee engagement augmentation effort (Anchoring Program) to foster a culture of Caring, Continuous improvement and Innovation in the organization resulting in improved the engagement quotient in terms of satisfaction score

Designed and implemented a service delay autoresponder for our customers when demand for service crossed 3 hour threshold resulting in improved transparency of service levels

Cocreated with leadership a naming convention for group email IDs when organization expanded its footprint to North America and Europe

Successfully led a host of operational and cultural transformation initiatives drawing upon SCRUM and Design Thinking methodologies resulting in operational efficiency and improved organizational health index

Team Leader

McKinsey Global Services - Chennai, Tamil Nadu 07/2012 - 03/2016

Played a pivotal role as one of the 10 team leaders by leading and managing workflow management, quality auditing, performance tracking in newly minted fast-track serviceline (service that caters to short turnaround requests) of 150 members from 2012-16

Designed and developed a plethora of written communication templates for coaches, quality analysts and team leader colleagues for typical communication needs such as performance feedback discussions, quality escalations etc

Assisted my fellow colleagues and superiors in crafting compelling narratives in their presentations for the top-management by sharing my skills and knowledge of content and delivery

Significantly reduced number of customer complaints by improving the Net Satisfaction Index of my reportees consistently for 3 year

Coach

McKinsey Global Services - Chennai, Trivandrum, San Jose, Tamil Nadu 04/2010 - 07/2012

Identified clear objectives and planned a methodical approach while developing low tenure support model – a first of its kind capability building model – in my organization resulting in new hires acquiring the requisite skills for independent contribution in less than 6 months

Transformed the Low Tenure Support Model to a more holistic capability building Center of Excellence with the help of peer coaches and L&D manager

Coached and skill-built 15 content creation colleagues in Costa Rica where I had to design and implement the coaching plan in isolation and deliver the results in a vastly different cultural environment

Determined and employed the best learning approach for each team member in helping them acquire the skills by identifying the varied needs and different backgrounds early on and adopting appropriate techniques effectively

Workflow Coordinator

McKinsey Global Services - Chennai, Tamil Nadu 04/2009 - 03/2010

Pioneered intake process by framing and codifying communication and procedural best-practices when region-based teams are integrated for streamlining the capacity in 2009-10

Ensured seamless transition of workflow amongst BPS/BPDs across all shifts, locations, and external vendors

Carved a niche in the portals of Firm by equally catering to the needs of both team members and overseas McKinsey colleagues and managing workflow even under extreme capacity constraints

Business Presentation Specialist

McKinsey Global Services - Trivandrum, Kerala 10/2005 - 03/2009

Accomplished expertise in creating high quality visual presentations with excellent graphic quality within short span of time by learning the nuances of graphical guidelines and effective visualization techniques

Performed various "extra mile" functions, such as supporting senior colleagues in workflow coordination, assisting new colleagues and extending the work hours in times of capacity constraints

Received consistent commendations from superiors for proactively sharing ideas in concise and clear ways to improve efficiency and effectiveness of people and processes

EDUCATION

Bachelor of Technology: Electronics And Communications Engineering

University College of Engineering - Thiruvananthapuram

CERTIFICATIONS

Professional Scrum Master I



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