Employee Engagement Team Leader

Sathiaraj M S

+91-956******* ******.*********@*****.*** www.linkedin.com/in/sathiaraj-srinivasan Chennai, India PROFESSIONAL SUMMARY

Results-driven Operations & Administration professional with 20+ years of experience in optimizing processes, driving efficiency, and leading high-performing teams Expertise in people management, policy creation; process improvement initiatives, ISO Quality Standards Proven ability to streamline workflows and implement strategic initiatives for operational excellence KEY SKILLS

• Process Optimization & Efficiency

• Lean & Six Sigma Methodologies

• Team Leadership & Performance Management

• Employee Engagement

• Cost Reduction & Budget Control

• Stakeholder Management

• Risk & Compliance Management – ISO standards (trained)

• Certified in BCP Strategy Implementations

PROFESSIONAL EXPERIENCE

Associate Client Manager (Ops) – RR Donnelley India Pvt Ltd Dec 2020 – Present

• Spearheaded Customer Service Projects that resulted in better service delivery and operations excellence; 40% of the team members improved their Service skills

• Implemented process improvement ideas on Quality Audits to enhance efficiency

• Led a team of 45+ members in Operations and managed their performance

• Collaborated with IT, ITG, Administration; HR, Training function and facilitate the services to business groups

• SPOC for ISO 27001 - Info Security methodology implementation and audits

• SPOC for BCP Strategy implementations for the business group aligned

• Drive Employee Engagement Initiatives

Quality Executive (TN Head) – Quess Corp Limited Oct 2019 – Dec 2020

• Managed Project Compliance for Govt Skill Projects across India, leading to streamline gaps and ensure 100% adherence to SOP

• Introduced biometric attendance tracking across various designated Govt training centres and perform concurrent monitoring using CCTV cams

• Perform QA audits for DDUGKY and PMKK skill projects in Tamil Nadu and Karnataka

• Provided recommendations to Operations to improve the operational efficiency in training centers Quality Lead – SkillsTech Services Private Ltd May 2018 – Oct 2019

• Managed Project Compliance for Govt Skill Projects across Tamil Nadu and Karnataka states, leading to streamline gaps and ensured 100% adherence to SOP

• Ensure the training program members adhere DDU GKY SOP at all times

• Successful in Due Diligence for all training centres and proposed trainings centers in both states

• Recommend Management team to improve the Quality of Training and Operations

• Conduct periodic Inspections to the Training centers located in TN & KA locations Multi Service Manager (Ops)– Aon Hewitt India Pvt Ltd (presently Wipro Services) Apr 2013 – Mar 2017

Service Delivery - Managed SLA’s and KPI’s in terms of Quality/Productivity/Escalations/Transfers; Reporting SLA's, analysis on deliverables such as the Turn Around Time, Customer Satisfaction etc as agreed with the client

Managed Performance for the entire aligned members and virtual teams

Implemented calibration sessions with Quality team and implemented policies for Quality enhancement

Successfully created Contingency plans to ensure daily operations are smooth

Headed the BCP initiatives in aligned business group successfully met 100% on all the BCP standards

Drive Employee Engagement Initiatives for the business group

Created policy documents for the business groups for operational excellence

Accomplishments:

o Awarded Platinum Award for 2013 & 2015 for Achieving Operational Excellence o Reduced 55% of manual work by implementing Work Allocation automated tool o Achieved 85% on Employee Engagement Score for 2016 & 2017 Team Lead (Ops) – UST Global Inc Nov 2006 - Apr 2013

Responsible for Operations, Customer Management/Engagement, Quality, People Management & Strategic Initiatives

Ensure daily deliverables are met as per Client SLA and Turnaround Time

Create and implement the operational systems, processes and policies for better management reporting, information flow and management, business process and organizational planning

Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions

Accomplishments:

o Reduced Seat Cost 25% by optimal utilization of seats by better management of shifts o Reduced Logistics Operating Cost by 60% by maximum utilization of cabs Senior Analyst – Global Realty Outsourcing (presently Accenture Services) Jun 2003 – Nov 2006

Managing the Transition, Operations and Process Improvement projects in Real Estate Finance Solutions division (Master Servicing) for leading Banks in USA

Due Diligence: Ensure the documents are valid and verified for Loan process;

Process LTV calculations; Tax Audits for Residential Loans

Processing: Late payments; Loan Payoffs; Write offs; Curtailments; Loan Foreclosure

Escrow Management, Process Escrow Account payments, Update Tax amounts and send Wire transfers

Coordinate with Onshore counterparts on reconciliation discrepancies in Mortgage Trial Balance and Monthly Remittance Summary reports

Reconcile the Investor Ledger Accounts and report out EDUCATION & CERTIFICATIONS

Masters in Financial Management – Annamalai University, 2005

Bachelors in Business Administration – University of Madras – 2002

High Secondary Certificate – Corley High Secondary School - 1998

Certifications:

o Advance Diploma in Computer Applications

o Project Management (Preparation PDS hours)

o Lean Six Sigma

o Situational Leadership Program – Ken Blanchett Institute o Managers Edge Program – UST Global Inc.

o Leadership Program – Dale Carnegie University

Languages Known: Tamil, Telugu, English

Marital Status – Single

Passport Status: Valid till Jun 2026

Signature:

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