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Customer Service Manager

Thiruvananthapuram, KL, 695013, India
August 22, 2012

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“Devajyothis”, VP III /1461, Vazayila, Kavadithalacal, KRA – 123A, Manikandeswaram P.O,

Thiruvananthapuram – 13, Kerala

Cell: 984-***-****,


Career Objective:

To be a successful, hardworking team player who is able to overcome business challenges by utilizing his experience, knowledge and people management put together for the successful execution of the organizational needs.

Background Summary & Work Experience

RR Donnelley India Outsource Private Limited, Technopark, Kerala

Role: Client Manager Operations, Date of Joining: 23rd of May 2011 till 06th of July 2012.

I work with the world's leading investment bank’s (Goldman Sachs) Investment banking division firm to help streamline and execute their offshore outsourcing solutions. My portfolio is geared to manage the business process, deliver and improvise the levels of service.

Managing a team of 65 Document Specialists, 8 Quality Controllers, 5 Team leaders, 4 project coordinators and 4 Associate Client Managers

Supervision of operational performance of process handled through appropriate goal setting and leadership. Monitoring and management of performance, capacity planning on an ongoing basis through Associate Client Managers & Team leaders, ensuring consistent delivery of targets and service levels.

Active involvement in recruitment and training of team personnel to ensure seamless delivery of service. Also involved in personnel development programs, talent identification and rewards and recognition.

Identifying opportunities for improvement and implementing measures for building team effectiveness through appropriate change management strategies.

Performance appraisal of direct reporters and others, wherever necessary, identifying areas of improvement and delivery of appropriate feedback.

Planning and organizing training inputs, including strategies for cross skilling and cross utilization between team to deal with emergent situations internally, without affecting service levels.

Managing retention activities and ensuring whether revenue generation parameters are met

Monthly and weekly VC’s & reviews with Operations Accounts Manager

Giving monthly performance feedback to team leaders and Associate Client Managers

Assist with Learning & Development Team for team member’s CDP ( Career Development plan)

Drive operational efficiency and profitability within allocated budgets.

Process Migration & Management:

Mapping additional business requirements, as and when required, and coordinating with Business change and Front Desk to ensure smooth testing and transition before going live.

Undertake review of specific processes with a view to ensure conformity to procedure while removing or minimizing redundant work and devising adequate MI generation.

Monitoring the overall functioning of processes, identifying synergies and improvement areas and implementing adequate measures to maximize customer satisfaction level and process efficiencies.

Project Management:

Facilitate identification and involve in the running and implementation of internal projects including assessment of feasibility, resource allocation, impact and deliverables.

Design contingency plans to ensure service delivery if projects cause interference.

Actively follow Disaster Recovery Plan and review effectiveness in a timely manner.

Testing and signing off process tools during the transition including developing test plans and parameters.

Develop Process Transfer Documents and ensure appropriate sign-off from Key stakeholders.

Allianz Cornhill Information Services (UK) May 16th 2005 to May 2011

II Floor Bhavani, Techno Park, Thiruvananthapuram, Kerala

Role: Section Leader

Dealt with daily work allocation and monitoring progress of the day to day work,

Make sure that the team meets the day’s SLA and the costumer’s needs,

Arranging regular meetings with team members to discuss how completion of day to day work could be made effectively,

Conducting appraisal and development sessions with team members aiming at success, achievements and area of improvement,

Ensuring smooth operation of each area dealt by the team,

Planning and monitoring the training projects for team members,

Acting as a direct point of contact for any communication to the team, from UK or the senior management,

Handling complaints of the customers directly to ensure good customer relation,

Giving monthly feedback to team members on one to one basis on any area of improvement,

Take responsibility for ensuring own training and technical knowledge kept up to date and assist training of less experienced staff.

Capture processing details accurately and efficiently, which will enable reporting to the senior management.

Compliance with FSA regulation and procedures. Adherence to the company guidelines and policies.

Organize activities and meetings to motivate team members to achieve team and organizational objectives.

Providing support to Assistant Managers in Claims division as and when required, to ensure collective Business goals of the unit are met consistently

Closely work with other stakeholders in London as well as Installments & Creditmanagement divisions

Other area Area of Expertise:

For Dr: D.J Denney (USA) Jan 2003 to April 2005

Public Relations, Liaison and promotion of works in Education and Theology for

Dr. D.J. Denney.

Previously employed by Dr. D. J. Denney, author of religious publications and educational materials in the field of American English. My duties included: public relations (US); overall financial and business performance for the author, liaising between the author and the publishers (US).

Galaxy Systems Aug 2002 to Dec 2002

Customer Service Manager - Aug: 2002 to Dec: 2002

Job Responsibilities: Conduct sales promotion activities, customer relations, market survey, and reported to the General Manager.

As a Computer Sales and Customer Service Manager I was responsible for business performance as well as contributing to vision and long range planning, development and creation of new tactics required for the business

Educational Qualifications

Degree of Bachelor of Information Technology (BSC) from Manipal Academy of Higher Education (Deemed University) - 67.16% (2002)

Diploma in Office Automation from Indira Gandhi Educational Foundation, - 69.52% (1999)

Pre-Degree Government Arts College Thiruvananthapuram – 44.4% (1998)

Mechanic Motor Vehicle Industrial Training Institute - 63.14% (1996)

Data Entry and Console Operation from L.B.S Centre for Science and Technology - 71.24% (1994)

SSLC Model HS Thiruvananthapuram – 61.83% (1993)

Technical: Certified Foundation Level Underwriter from Allianz Cornhill accredited to CII

Certification: Associate Underwriter – Foundation Level, Allianz Cornhill – Techno Park Trivandrum

Key Skills

Professional appearance, attitude and demeanor

Communication and networking skills

Flexible, reliable and dependable hard-worker

Motivated self-starter with a strong desire to learn

Project planning & Management

Quality Assurance and Performance Management

Training and development

Strong people and Team management skills

Customer Service and Relationship management skills

Strong Inter-personnel and Conflict Management Skills

Team-Player with excellent communication and time management skills

Strong customer service Skills & Attention to detail

Key Achievements

Successfully transitioned Goldman Sachs processes to RR Donnelley through adequate planning, implementation, follow up, corrective measures and negotiation with the client

Ensured consistent delivery of targets Goldman Sachs ( Fleet ) team through periodic ramp ups and off shoring of complex work types

Earned RR Donnelley best performer Client manager of Q1 2012

Earned extra mile award from RR Donnelley Sr VP Asia operations for making the process BAU within 6 months time

Earned appreciation from RR Donnelley Sr Management for successful transition of work

Earned appreciation from client Mark Chambers & Brian Giffy ( VP Goldman Sachs) excellent quality of work and OTD

Earned appreciation from VP for driving the team to success

Champion for RR Donnelley organization indicative called “Ingenio”( Ideas to success )

BCP backup owner and spoke

Allianz Cornhill Information Services Employee of the year 2007

Earned best performer of the month award (Inbound Voice) 4 times in 2006 and 07

Earned Top Gun award of ACIS First quarter, 2006 and Last quarter, 2006

Allianz Retail Broker Service Champion Employ Section Leader 2008, 2009 and 2010

Certified foundation level insurance certificate from UK

Winner of UK managements “Thank You” scheme, nominated by UK management team, for the excellent work in the team

Earned appreciations mails from ACIS external customers and from internal customers

Earned appreciations mails from ACIS and Allianz UK Managements

Earned Allianz Retail Broker Service ( Broker Idol ) award 4 times

Earned appreciations from ACIS management team for streamlining the “Project Crystal”

Earned appreciations from ACIS management team for effective documentation skills and time management skills

Computer Skills:

Operating System : Windows

Office Applications : MS Office,

Other applications : Management Information System


Project Fleet & QA for RR Donnelley India Outsource Private Limited

Project Crystal & Referrals for Allianz Cornhill Information Services (UK)

Customer Store Automation & Buddy Mail (These projects were assigned and completed in fulfillment for the course, BSC. Information technology)

Languages Known

English, Hindi, Malayalam, and Conversational Tamil

Trainings Undergone:

Leaders development program from RR Donnelley

Leadership Training

Creative & Effective Problem solving

Effective Communication

An Overview of Performance Appraisal

Appraisal and Performance Management Competency Assessment

Listening & Body Language Competency Assessment

Creating SMARTER Objectives

Delegation & Negotiation Competency Assessment

Persuading and Influencing Competency Assessment

Presentation Competency Assessment

Time Management Competency Assessment

The Appraisal Discussion

Your Confidence Profile and Your Personality Profile

Get Ready for OPEX & OPEX White Belt Training

Personal Details

Nationality : Indian

Date of Birth : 03rd May 1976

Hobbies : Enjoy Sports, traveling, Movies, Music and Reading

Passport number : G5030694; Valid till October 30th, 2017

: Valid USA Visa till 2018


I do hereby declare that all the information furnished above is true to the best of my knowledge and belief.

Place: Thiruvananthapuram

Date: Manu K

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