Workday HCM certified HR Shared Services Ops Manager

Sujit Sadasivan

S-****, USHAS,

BEL Layout II Phase, Viswaneedam PO

Bangalore – 560091

Ph: +91-974*******

Email: *****.*********@*****.***

Career Objective

To associate with a reputed, progressive and professionally managed organization which can provide adequate opportunities and environment to utilize my knowledge and experience in the areas of operation and administration.

Career Highlights

8 years of experience in managing Operations (Customer service and HR BPO)

6 years of experience in managing Operations in HR BPO

13 years of experience in handling Air Operations in Indian Air Force

Currently working as a Manager - Operations (Level C) in Accenture Services Pvt Ltd.,

Professional Experience

1. Accenture Services Pvt Ltd.,

Designation – Manager (Operations) –Jul 2010 till date

Responsible for the smooth functioning of the Performance and Talent management and Compensation team for multiple clients.

Responsible for Information Security aspects. Ensuring the teams are ISO 27001 compliant.

Responsible for the teams meeting all the SLA’s as agreed with the clients.

Responsible for developing cross skills for the team members so that they are able to support each other when needed.

Working with the on shore leads of the respective teams collaboratively to ensure smooth functioning of the teams across locations.

Providing weekly status to the Global lead on the respective teams with the respective leads.

Ensuring the process documentation being current and mirror the actions on the floor.

Leading the Celebrations team for the entire HR BPO vertical. The team ensures Reward and Recognition, town halls activities, mailers on award winners and innovation ideas are published.

Being the POC to ensure smooth functioning of transport facility for employees of HR BPO.

Designation – Asst. Manager (Operations) – Apr 2007 – Jun 2010

Responsible for the smooth functioning of Performance and Talent Management team for various clients. One of the team provides application support to the clients in updating their Performance Management. Another team provides support related to Performance Management policy of the client.

Responsible for the teams meeting all the SLA’s as agreed with the clients. Ensuring that the teams meet the various SLA’s agreed with multiple clients.

Responsible for developing cross skills for the team members so that they are able to support each other when needed.

Responsible for forecasting and scheduling appropriate advisors to handle the volumes (calls and e-mails).

Responsible for identification of the training needs of the advisors and managing their Performance.

Have managed the Recruitment team that delivered various activities like Sourcing, Screening, Interview Scheduling and Resource Admin activities for a client.

Have a team that comprised of analyst handling Employee Action Notices from Line managers of Wyeth a US based Pharmaceutical Company. The second team handles any requests that require updation to SAP profiles of the employees. The third team handles Performance Management (Service Awards) for the employees.

Ensuring a consistent and productive performance from the teams.

Monitoring individual performance based on different parameters, preparing daily performance reports for the entire team based on customer satisfaction, quality and productivity.

Responsible for co-ordination with the clients.

Handling escalations from the client and providing appropriate explanations/ action plans designed to counter those in the future.

2. Aditya Birla Transworks (India) Information Services Pvt. Ltd.

Transworks is a leading provider of world-class CRM/BPO services in India. Transworks is part of the Aditya Birla Group, one of India's largest business houses. TransWorks is the First Company in the world to be certified COPC 3.2 version. It has most of its clients based in United States and United Kingdom and renders service via mail, chat and voice.

Designation – Asst. Manager (Operations) – Dec 2006 – Apr 2007

Responsible for the performance of 8 Team Leader reporting to me. The teams comprised of e-mail and chat support. Each team comprising of 15-20 members.

Ensuring a consistent and productive performance from the teams.

Monitoring individual performance based on different parameters, preparing daily performance reports for the entire team based on customer satisfaction, quality and productivity.

Responsible for co-ordination with the clients.

Interaction with the clients and providing them with various reports as requested.

Handling escalations from the client and providing appropriate explanations/ action plans designed to counter those in the future.

Designation – Team Leader (Operations) – Jan 2005 – Dec 2006

Responsible for e-mail support team comprising of 15-20 members.

Ensuring a consistent and productive performance from the team.

Monitoring individual performance based on different parameters, preparing daily performance reports for the entire team based on customer satisfaction, quality and productivity.

Ensuring quality performance from each team member without any compromise in the productivity.

Establishing strong customer centric relationship and handling customer problems.

Motivating team members and ensuring the appraisals that they deserve.

Responsible for meeting Team SLA’s which include CSAT, Quality, MPR etc

Secondary contact for clients during non-working hours of Managers

Setting of targets for each team member based on individual ability and workload

Assessing training requirements for CSR’s and ensure optimum performance of the team

Conducting games and activities to break the routine resulting in the work atmosphere being lively

Implementing Productive and Quality initiatives to improve team performance

Maintaining good rapport with the team members to achieve best results consistently

Assisting the Team Manager in improving overall Team Performance

I worked as an Associate at Transworks from Oct 06th 2003 to Nov 2004 and as Shift Supervisor from Nov 2004 to Jan 2005.

Additional Responsibilities:

ISO Champ for the process – Process has been certified ISO 27001 with nil Non-Conformities

Engagement team member – Part of the core team lead by Delivery lead to ensure engagement of teams on the floor.

Professional Training undergone:

Advanced Team Leader Training

7 Habits of Highly Effective People – Steven Covey

Team Member Effectiveness Training

EQUIP – Elementary Quality Introductory Program

Services Workforce – Performance Factors

Achievements in the organization:

Have been awarded the Best Associate. This award is given to the Associates who excel in their work, take initiatives to handle higher responsibilities and achieve the set goals.

Team has achieved the specified SLA targets consistently for 12 months in the past 14 months.

Got recognition as the Best Team and Team Leader for 11 months in a span of 23 months as Team Leader

Experience ranging from Chat to Inbound Technical E-mail Support & Customer Service

2. Indian Air Force.

One of the youngest arm of Indian Armed Forces. One of the best and ranked Seventh among the Air Forces in the world.

Designation – Air Surveillance Officer – Sep 1990 – Oct 2003.

Operations:

Headed a team of 20 members who dealt with flight information originating, arriving and cross flights in Indian Air Space. Experience in filing of flight plans for various Air Force movements and obtaining clearances from relevant agencies like Movement Liaison Cell (MLU’s) and Flight Information Centers (FIC). All information’s like estimated arrival, departures, level maintaining and air field data like facilities available and other related information to concerned agencies within appropriate time. Includes handling and providing information to various aviators at various times depending on their requirements. Also provide various vital information to Air Traffic Controllers to regulate Air Traffic in the air.

Served in various centers like Lucknow, Bikaner, J &K area, Delhi and Bangalore.

Technical:

Instrumental in planning and setting up of Electronic Data Processing (EDP) unit. Set up networks for connecting computer available locally in the unit and connection of the network to the Wide Area Network of Air Force through a dedicated communication link. This enabled in reproducing the real time air picture available in different parts of the country at Air HQs in New Delhi, using system called TADIS (Tactical Air Display System). Worked as Network administrator for existing network. Was responsible for trouble shooting day to day functional issues and maintenance of the existing network. Knowledge of Encryption/ Decryption procedures and Information Security.

Publicity Cell:

Worked in Publicity cell as coordinator. Was responsible for arranging visits of students from various Engineering colleges and portraying the career opportunities in Air Force. The challenge to work with various electronic equipments latest and not so latest. Organizing shows (Video clippings of latest operations undertaken by Air Force – Operations and civilian help rendered during times of natural calamities to the civil administration) in various colleges by coordinating with the college staff and administration.

Recruitment

Member of the recruitment team that carried out the Recruitment drive at Bangalore in August 2002, at Cochin in March and at Mysore in August 2003. Conducted the physical test for recruits and prepared the interview questionnaire. Deputed to 7 Airmen Selection Center (7 ASC), Bangalore during the recruitment period.

Administration

Handled the administrative duties independently. Worked as Personal Assistant to the Commander, carrying our all the duties of Personal Secretary (that is fixing of appointments, maintaining files, records, appointments etc.)

Security

Trained in Personal Security aspects for carrying out individual and premises security. Training included planning and executing security plans, positioning of security personnel and carrying out checks of security personnel deployed.

Trained and was part of the Quick Reaction Team (QRT) which deals with breaches of security within the camp area of Indian Air Force.

Trained to handle various hostage situations. Importance was given to in-flight hostage scenarios.

Experienced in handling various arms and preparing detailed security planning for buildings and personal security for VIPs.

Educational Profile

Diploma In Management

Indira Gandhi Open University, New Delhi

Completed (Aug 2005)

Bachelor of Arts

Karnataka State Open University, Mysore

Completed graduation when working in IAF (1994 – 1997)

PUC, BEL Junior College, Bangalore

Passed with 59.3 % when working in IAF (1993- 1994)

SSLC, BEL High School, Bangalore

Passed with 75.5 % (1987- 1989)

Additional Qualification

Advanced Diploma In software Engineering (H)

APTECH, MG Road, Bangalore

Completed with 75% as average for 3 years (1999 - 2001)

Hobbies & Extracurricular Activities:

Reading Books – Fictional and Non-Fictional

Playing Football and Badminton

Traveling to new places

School Time Awards in the fields of Academics and Debate

Represented various unit served in Football for inter-unit championship and were winners twice

Personal details:

Date of birth : 22-10-1973.

Nationality : Indian.

Sex : Male.

Marital Status : Married.

Languages Known : English, Hindi, Kannada, Tamil and Malayalam.

Strengths : Enthusiastic, Assertive, Quick Learner, Creative Team Player and a very hard worker.

Telephone (Res) : 080 – 23488545

Passport No. : F0995295

Expires on : 14 Dec 2014

Place: Bangalore.

Sujit Sadasivan

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