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2/213, 3rd Street, Balaji Nagar East, Kallikuppam, Ambattur, Chennai - 600053 Contact: +91 9762451025

Accomplished and integrity-driven professional offering over 8 years of success at national and international levels in Operations Management and Project Management. Currently associated with Intelenet Global Services Pvt Ltd., Mumbai as Assistant Manager Consulting. Recognized as a savvy leader with strengths in reengineering business processes, defining continuous improvement processes, evaluate management programs; troubleshoot to isolate the cause (s) of human performance gaps or organizational needs. Expert in forecasting workforce requirements, establishing/redesigning organizations, and influencing/leading the work of individuals and groups in change initiatives. PROFESSIONAL STRENGHTS:
Operations Management Banking (Corporate & Retail) Implementation & Training Call Center Management Project Management Lean Scoping/Documentation Budgeting Customer Service Management Six Sigma Tools Client Orientation Resource Allocation/Scheduling

CAREER CONTOUR Aug08 Present Intelenet Global Services Pvt. Ltd. as Asst. Manager Consulting Job Description & Projects As Asst. Manager Consulting have been a part of various re-engineering and Off-shoring Projects both onsite and offsite. Helped provide consulting solutions, and streamline operations within the Bank at client site for the Second Largest Bank in Australia. Built partnership, reviewed current methodologies, encapsulated offshore assessment, helped build a program plan, drafted, regulated and implemented the entire transition for the Automobile loans section of the Bank. The job entails Process mapping, Understanding in-country requirements, Identifying best-fit vendors, Building preliminary cost-model, Contract discussions with 3rd party vendors, defining Policies & procedures, Collation of market intelligence, Finalization of vendor contracts, City launch plan, Technology workshop on system integration.


Analyze business operations to understand strengths and weaknesses and perceived and unperceived needs. Identify improvement opportunities in the three areas of people, process, and technology. Perform business process needs assessments, feasibility analyses, and requirements gathering, and prepare basic cost/benefit analyses. Accurately prepare written business correspondence that is coherent, grammatically correct, effective and professional and engaging. Work collaboratively with business resources, IT, and business analysts for the purpose of needs assessment, work direction, and issue resolution. Oversee development requirements, and work with steering committees, business owners, and project teams to prioritize activities and estimate resources. Anticipate client needs before they arise and presents solutions to project management that encompass issues at hand. Continually seek opportunities to increase customer satisfaction and deepen client relationships. Exhibit an extensive knowledge of emerging industry practices when solving business problems. Push creative thinking beyond the boundaries of existing industry practices and client mindsets.

April07 Aug08 Intelenet Global Services Pvt. Ltd. as Asst. Manager Operations Job Description Lead a Team of 120 Customer Support Executives with 8 Team Leaders reporting directly. Responsible for the migration of two processes with 51 sub processes involving account opening, closure and maintenance, regular and 3rd party payments and stop cheques. Responsible for ensuring that the SLAs are adhered to at all times for all teams and improve productivity and efficiency of business processes. Responsible for Resource Management / Capacity Utilization, performance management and appraisals of the team. Responsible for various compliance measures relating to the process and audits conducted by Client, Intelenet & external organizations and documentation of the same. Responsible for the documentation of the process according to the client and the internal documentation standards.

COMPETENCIES Drive operations and planning of all teams ensuring that they continuously deliver on quality, speed and accuracy within the agreed upon KPI and SLA framework Liaise, coordinate and manage relationships with other departments and with the on-shore operations teams (for balancing transaction volumes, planning). Develop and execute analytical initiatives. Produce sound recommendations to improve strategy and increase profitability of the Business Units and ensure the achievement of the financial targets for the cost centre.

Coordinate/ lead regional and global business unit planning teams to maintain and enhance the current business processes. Review performance metrics on a regular basis, identifying opportunities for improvement. Contribute to priority projects with complex analyses and assists in developing recommendations. Mentors junior-level staff. Recruiting, training and monitoring the performance of team members to ensure higher efficiency and utilization.

Feb06 April07 Intelenet Global Services Pvt. Ltd. as Team Leader Operations Job Description Lead a Team of 17 Customer Support Executives. Responsible for the successful migration of the Small Business collections process involving factoring services, account receivables and reconciliation. The Client is the Second Largest Global Bank in UK. Process client requests, complaints and concerns on a priority basis Support and monitor day-to-day work processes and meet production, quality and turn around time. Development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes. Single point of contact for queries relating to account opening, KYC and reconciliation. Responsible for raising the change control log to document the changes in the processes in sync with the clients agreement. Scrutinizing the documents per the requirement of KYC & screening against AML for small business customers and open current accounts to the end customers of the client.

Aug03 Feb06 Dell Inc. as Bids & Tenders Manager Job Description Handled two individual entities such as Business Sales Specialists and Online Sales Administrators ( a team of 47) in order to achieve the forecasted Revenue, Margin and Pen rate. Responsible for achieving the Rev $, Margin and Pen Rate goals with forecasted Promo Mix through Sales Specialists (Coaches), Administrators and Sales Reps each week. Disseminate updates on MORCOM, IT, etc. to the teams. Work on strategic/long term initiative and IDP. Certified Trainer for the clients products and process and trained over 150 sales specialists. Ensure continuous training schedules based on performance scores. Help Team in closing deals over UK 10000.

Increased the online sales teams revenue from $2.6 million to $9.3 million in a single quarter hence contributing to 9% of the overall revenue. Been the best sales specialist for 2 quarters and the best specialty coach for 3 quarters during the tenure with the company.

COMPETENCIES Identifying and networking with prospective clients; generating business from existing accounts and achieving profitability and increase sales growth. Analyze market trends and track competitors activities and provide valuable input for service enhancement. Establish Strategic Analysis/tie-ups with channel partners to ensure deeper market penetration.

Nov02 Aug03 AVT Infotech Pvt. Ltd. as Customer Support Executive Part of the core team to be trained in outbound sales for clients by trainers from US. Rated as the best performer consecutively for 3 months. Ensured that the desired Quality and Production targets are met on daily basis. ACCOLADES Been a key member of the team, which masterminded and implemented the offshore migration of the back office operations of the second largest Bank in Australia. Handled the end-to-end migration of operations to offshore location as apart of a huge transition for a Bank in UK. Involved in documenting the Clients business processes by identifying the requirements and also involved in identifying the system requirements required at offshore locations for migration. Analyzed, developed and implemented work flows to incorporate quality controls and reduce errors. Spearheaded two individual entities such as Business Sales Specialists and Online Sales Administrators in order to achieve the forecasted Revenue, Margin and Pen rate at Dell Inc. Increased the online sales teams revenue from $2.6 million to $9.3 million in a single quarter hence contributing to 9% of the overall revenue. QULALIFICATIONS: EDUCATIONAL & PROFESSIONAL Bachelor of Engineering (Mech) Computer Proficiency

: M.S. University : Proficient in MS office tools


Foundations on DELL Leadership Developing Leadership Excellence Train the Trainer Procoach license to coach LEAN & Six Sigma concepts & tools

Born Marital Status Nationality Languages known Passion Passport details : 7th October, 1979 : Single : Indian : English, Tamil, Hindi and Telugu. : Music, Dance, Cooking & Photography. : Valid from 21/06/2003 to 20/06/2013

References: Furnished on request.