Member Team Delivery Manager

Y Purshotham Rao

Email: **************.********@*****.*** Phone: +91-991**-*****

MIG 517, BHEL, Ramachandrapuram, Hyderabad – 500 032, Telangana, India

Operations Process Client Service

14+ years of measurable results – improving operations, building strong business relationships and driving profitable growth

CORE STRENGTHS

Operations Management

Strategic Planning & Execution

Resource Management

Visionary Leadership

Team Leadership & Motivation

Workforce/Capacity Utilization

Process Management

Documentation

Knowledge Transfer

Best Practices

Metrics Management

Performance Management

Target/Goal Setting

MIS Management

Escalations Management

Client Relationship Management

Customer Service

Quality Assurance

EMPLOYMENT SCAN

Business Development Manager, AVODHA EDU TECH PVT LTD Sep 2021 - Till Date

(Academic consultation)

Research and identify the new business opportunities- New ways of reaching in the existing Market

Increase sales of the business

Help to plan sales campaigns

Create a sales pipeline

Generate leads and cold calls perspective customers

Negotiate pricing with customers, suppliers in some cases

Carryout sales forecasts and analysis, and present findings to senior management / Board of Directors

Develop the Business sales and Marketing strategy

Team Leader, Q CONNEQT (IDFC FIRST BANK PVT LTD) Apr 2021– july2021

(Disbursement process)

Consistently maintained Service Level by keeping team members motivated and equipping agents for the next level

Lead a 74-member team of Associates involving complete management – controlling absenteeism, attrition, breaks management, etc.

Ensured all Associates strictly adhere to completion of 480 minutes of login hours per day prior to logout; conduct head-on sessions with them and set goals for future processes/projects

Involved in accurately auditing volumes and providing real-time feedback to improve individual and team performance

Thoroughly reviewed revenue leakage based on absenteeism and loss of login hours; conducted skip level meetings for discussing concerns/challenges

Conduct quality audits for the team every week and identify potential areas of risk; devise strategies to minimize operational losses and, benchmark performance standards

Publish performance reports of the team to the Senior Management regularly along with targets achieved recommending procedural changes whenever required to improve operational/business efficiency

Provide guidance to direct reports for achieving assigned targets and accomplishing organizational goals & objectives

Team Leader, (Retentions & Collections) ACT FIBERNET PVT LTD, Hyd Oct 2012 - July 2019

Efficiently manage branch Coordinators, Field teams, tracking their daily field activities while maintaining SLAs of the branch

Provide guidance to direct reports for achieving assigned targets and accomplishing organizational goals & objectives

Accountable for maintaining the branch’s churn targets effecting reconnection efficiency and shifting efficiency

Skilfully follow-up with the Billing Collection team in maintaining 0-30, 30-60, 60-90 bucket billing

Meticulously address all branch/nodal escalation cases related to Billing, Retentions and Products; generate and share monthly & quarterly performance dashboards with the management

Collaborated with the Management and Service Delivery Manager in framing/designing strategies for the team ensuring utmost customer satisfaction through timely and qualitative output, best practices and future action items

Oversee operations activities including planning & process control by developing and implementing quality and time management techniques

Foster key relations by developing & executing plans to retain and expand business with existing clients as well as meet their business needs while offering innovative opportunities for business growth and survival in the market

Resolve complaints resulting in reducing operational losses ensuring targets are achieved with strict adherence to SLAs specified by the client

Improve processes by delivering significant business impacts and contributing to the company by improving quality and productivity

Devise strategies to minimize operational losses, benchmark performance standards and ensure compliance to ethical practices, safety & offer prompt services

Advise and support all aspects of service assurance by maintaining an overview of service activities across the organization and work to gain a wider knowledge of service issues

Identify process gaps and co-ordinate with clients to formulate solutions for the same

Conduct quality audits for the team every week and identify potential areas of risk; devise strategies to minimize operational losses and, benchmark performance standards

Initiate goal setting, obtain target agreement and provide directions to achieve requirements; ensure targets are achieved in each performance area quantifying utmost customer satisfaction by conducting periodical training sessions to team members

Establish and maintain healthy and productive relationships with key senior managers from all areas to ensure varied and changing service requirements of the business are understood and incorporated into a framework for continuous improvement

Publish performance reports of the team to the Senior Management regularly along with targets achieved recommending procedural changes whenever required to improve operational/business efficiency

Focal Point of Contact for all client-related escalations; coordinate with clients to ensure all areas of concern are attended to/worked upon for improving service levels

Ensure all SOPs are updated on a timely basis

Team Lead, MAHINDRA SATYAM PVT LTD, Hyderabad Dec 2010 – Sep 2012

Team Lead, AEGIS LTD, (Inbound customer care) Hyderabad Aug 2008 – Oct 2010

Consistently maintained SL and AL at 99% by keeping team members motivated and equipping agents for the next level

Led a 20-member team of Associates involving complete management – controlling absenteeism, attrition, breaks management, etc.

Ensured all Associates strictly adhere to completion of 480 minutes of login hours per day prior to logout; conduct head-on sessions with them and set goals for future processes/projects

Involved in accurately auditing Live calls and providing real-time feedback to improve individual and team performance

Thoroughly reviewed revenue leakage based on absenteeism and loss of login hours; conducted skip level meetings for discussing concerns/challenges/hindrances

Maintained a shrinkage target every month and ensured the same is achieved by all team members

Shared ideas and plans with the Reporting Manager to streamline processes and executed plans post approval from the process owner

PRECEDING ASSIGNMENTS

SME, AEGIS LTD, Hyderabad Nov 2007 – Mar 2008

Customer Care Executive, AEGIS LTD, Hyderabad Mar 2006 – Nov 2007

Marketing Executive, PERFECT KNITTERS LTD (PKL), Hyd Feb 2005 – Mar 2006

EDUCATIONAL CREDENTIALS

2003 : MBA SKIMS (Osmania University)

2001 : B Com Nizam College, Osmania University

PERSONAL DETAILS

Date of Birth: 05th December 1980

Languages Known: English, Hindi and Telugu

Nationality: Indian

Marital Status: Married

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