Manager Assistant

Viju Mathew

Tel: +91-981******* (M)

E Mail : **************@*****.***

OBJECTIVE

To add value to the organization’s overall goals through operational excellence and leading by example. Also, to be an effective leader and team player while practicing highest levels of integrity, honesty and commitment towards the organization.

PROFESSIONAL SYNOPSIS

Over 16 years of strong experience in the arena of handling Travel Projects and business development

Being a highly skilled professional and people manager.

Proficient at managing, leading teams for running successful process operations and experience of developing procedures, service standards for business excellence.

A thorough professional with a positive attitude.

ORGANISATIONAL EXPERIENCE

From February’19 till June’20 Company Name: Jacospe Pvt Ltd

Designation – Co Founder

Working on development project for European client on natural cosmetics for commercialisation in India

Completed two product developments successfully

Attending industry specific exhibition related to manufacturing, packaging, active ingredients, etc

Building contacts and relations with manufacturers and suppliers

Negotiating commercial engagement

Planning product development.

From October’18 till January’19 Company Name: NIIT Technologies

Designation –Manager Travel Operations (Role – Project Manager)

Managing British Airways technical development project on automation of Passenger check-in kiosks.

Keeping Management team updated on project milestones, risks & mitigation, development and delivery status.

Planning and Executing project in coordination with client and lead Architects.

Coordinating and supporting activities related to gathering functional specifications for team for various sprints, process mapping and creating design documents, getting technical architect approvals, code development, writing functional case studies, offshore / onshore testing by developers.

Coordinating with other project teams and IT team for setting up of developer environment, testing environment and live environment.

Getting unit testing and functional testing done upon code movement across different environment.

Taking care of teams daily briefing on project updates, development schedule, taking updates from team on tasks assigned and progress status, addressing/ coordinating functional/ technical queries.

Managing teams staffing, retention, and addressing people’s issue.

From August’17 till October’18 Company Name: NIIT Technologies

Designation –Manager Travel Operations (Role - Business Analyst)

Working as business analyst alongside technical team for automation on ATPCO limited edition airline fare audit.

Creating functional and design document.

Answering technical team queries for automation.

Creating functional test case scenarios and performing testing.

Working on Passenger Revenue Accounting and Fare Audit RFP’s.

From November’12 till July’17 Company Name: NIIT Technologies

Designation –Manager Travel Operations (Role – Manager Operations)

Managing delivery in multiple projects which includes

oAirline Fare Audit and Passenger Revenue accounting services for 7 Airlines.

oManaging Hotel contract loading process for a leading Middle East based airline.

oManaging FNA business for a European based airline.

oManaging disruption management process for a European based company.

Ensure Service Level Agreements for all the mentioned process are met in terms of Productivity, Quality, Turnaround time, and deadlines.

Conduct periodic audits to ensure compliance with process and policies.

Client relation management and communication

Conducting Monthly business review with clients and P&L for internal stake holders

Working closely on process and product improvement areas.

Employee engagement/Retention planning.

Defining the key metrics for performance management.

Managing operation metrics such as Utilization, Shrinkage, Occupancy, Attrition, capacity planning etc.

From 1st April’12 till 5th November’12 Company Name: Serco Global Services

Designation –Manager Travel Operations

Managing travel fulfilment services for Orbitz.com & Cheaptickets.com, the third largest travel business in US.

Handling Schedule change, ARC, Refunds, Ticketing, Exchanges, Escalation desk process. Span of Control 12 team leaders, 6 QA’s and 200 advisors.

Ensure Service Level Agreements are met in terms of Productivity, Quality, Turnaround time, deadlines and accuracy and conduct periodic audits to ensure compliance with process and policies.

Client relation management and communication

Preparing Monthly / Quarterly Business Review and P&L for the function.

Capacity planning/Staffing for the process on Quarterly basis.

Employee engagement/Retention planning.

Set KPIs for the team leaders which are aligned to the SLAs and the overall organizational goals.

Managing other Operation metrics such as Utilization, Shrinkage, Occupancy, Attrition etc.

Other Designations Company Name: Serco Global Services

Assistant Manager Travel Operations from January’09 till 31st March’12

Team Leader Travel Operation from July’06 till December’08

Executive Travel Operations from March’04 till July’06

ACHIVEMENTS and CONTRIBUTIONS

Leading as functional expert for development on ATPCO limited edition fare audit platform.

Leading multiple process improvement projects in the area of revenue accounting and fare audit.

Implementing robotics process automation in the area of fare audit for airlines.

Awarded with certificate of recognition for outstanding commitment for the period Jan’12 to Apr’12

Awarded with the title of Best Team Manager from Okhla Office for the year 2011-12

Awarded with certificate of appreciation for contribution to the organization for financial year 2010–11

Part of migration and ramp up plans multiple times

Designing & implementation of various performance management policies – Stack ranking, reward & recognition program, automation of performance tracking tool, performance improvement plans.

STRENGTHS

Excellent problem-solving skills

Ownership and Accountability for results

Team Leadership

Business acumen

Quality & Improvement Orientation

Good analytical skills, planning skills with strong determination to achieve goals.

Flexible and adaptable to changes.

QUALIFICATION & CERTIFICATION

Bachelor’s degree in Hotel Management from Welcomgroup graduate school of hotel administration, Karnataka.

High School from Don Bosco School, New Delhi.

Certified to conduct Competency based interview

PERSONAL DETAILS

Nationality : Indian

Address : 1A / 701, Bharat petroleum C.G.HS, Plot no 8, Sector 18A, Dwarka, New Delhi-78

Marital Status : Married

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