Experience

Span KPO Solutions

• India
• Hospitals and Health Care
• 1 - 100 Employee

• Operations Manager

  • Jun 2010 - Present

  As a Head of Operations of the new startup company• Responsible for the execution and delivering of all projects at the Center• Instrumental in starting up the Center from scratch providing leadership, building teams, processes, technology, go-live and implementation of various clients• Responsible for operating and effectively managing the Production Units as Profit Centers• Responsible for achieving revenue targets, client service execution• Overseeing the daily activities of operations and quality departments, human resources, recruitment/retention activities, giving regular feedback to workforce.• Strategies and tactics employed entail a wide range of methods and techniques, o Advice, counsel and assistance in the areas of training and developmento Management of incentives and rewardso Organization development and restructuring, team buildingo Feedback systems, process redesign, and work control systems design• Planned interventions include periodical monitoring of performance results and analyzing business results, statistical process control• Instrumental in developing a pay-for-performance salary model, which allows non-performers to be reviewed quickly and when necessary, adjusted to better fit the needs of the production environment, and to reward and motivate workforce to more acceptable levels of performance, supporting and coaching managers to reach their full potential Show less

• Training Manager

  • Jan 2009 - Jun 2010

  Supervising and implementing corporate training programs for corporate clients like CBay SystemsDevelopment of training curriculum, trainee/trainer manuals, revision of course materials, implementation of training program, and train-the-trainers programEnsure coordination between trainers, conducting theory classes, utilizing teaching aids optimally using audiovisuals, power point presentations, making lesson plans, scheduling periods, conducting tests, making weekly and monthly evaluation, and progress recordsScheduling and conducting training sessionsPreparing and analyzing training department statistics as required Show less



Healthcare BPO

• Ooty

• Operations Manager

  • Jan 2009 - Present

   Responsible for execution and delivering of all projects at the Center.  Instrumental in starting up the Center from scratch providing leadership, building teams, processes, technology, go-live and implementation of various clients.  Responsible for operating and effectively managing the Production Units as Profit Centers.  Responsible for achieving revenue targets, client service execution.  Overseeing the daily activities of operations and quality departments, human resources, recruitment/retention activities, giving regular feedback to workforce.  Planned interventions include periodical monitoring of performance results and analyzing business results, statistical process control  Instrumental in developing a pay-for-performance salary model, which allows non-performers to be reviewed quickly and when necessary, adjusted to better fit the needs of the production environment, and to reward and motivate workforce to more acceptable levels of performance, supporting and coaching managers to reach their full potential Show less



Royal Sundaram General Insurance Co. Limited

• India
• Insurance
• 700 & Above Employee

• Sr Executive Vigilance and Inspection

  • Jul 2013 - Jan 2019



KPO Solutions

• Promotion

  • Jan 2009 - Jun 2011



KPO Solutions, Ooty

• HEAD OF OPERATIONS

  • Jan 2009 - Jun 2011

  Responsible for execution and delivering of all projects at the Center Instrumental in building up the Center from scratch providing leadership, building teams, processes, technology, go-live and implementation of various clients Responsible for operating and effectively managing the Production Units as Profit Centers Responsible for achieving revenue targets, client service executions Overseeing the daily activities of operations and quality departments, human resources, recruitment/retention activities, giving regular feedback to workforce Planned interventions include periodical monitoring of performance results and analyzing business results, statistical process control Instrumental in developing a pay-for-performance salary model, which allows non-performers to be reviewed quickly and when necessary, adjusted to better fit the needs of the production environment, and to reward and motivate workforce to more acceptable levels of performance, supporting and coaching managers to reach their full potential Show less



Rathinam Group

• Coimbatore

• Training Head

  • Jan 2009 - Jun 2010

  • Supervising and implementing training programs. • Scheduling, coordinating and conducting training sessions. • Mentoring trainees/trainers, sharing feedback and counseling on performance improvement • Recognizing talents and weaknesses by proofreading and grading their jobs, evaluation and appraisals • Development of training curriculum, trainee/trainer manuals, revision of course materials, implementation of training program, and train-the-trainers program • Developing quality checks and standards • Ensuring quality protocols are followed strictly • Ensure coordination between trainers, conducting theory classes, utilizing teaching aids optimally using audiovisuals, power point presentations, making lesson plans, scheduling periods, conducting tests, making weekly and monthly evaluation, and progress records • Preparing and analyzing training department statistics as required. Show less



Trinity Technologies

• United States
• Software Development
• 1 - 100 Employee

• Production Manager

  • Jan 2007 - Dec 2009

  Solely responsible for the output of the assigned shift.Planned interventions include introducing systems of job and people monitoring, production output, right-sizing work pools based on job flow to decrease redundancy in work pools, placing correct people in correct functions and work pools and targets to be achieved on a daily basisHelping team leads in their day-to-day functioningDissemination of client feedbackResponsible for making production forecast, production incentives, scheduling, performance appraisal, solely responsible to ensure that transcribed reports comply with customer specifications, Ensure that shift's targets are met on a monthly basisParticipated in direct conference calls with front-end quality teams in the US for customer feedback Show less

• Production Manager

  • Jan 2007 - Dec 2009

  Solely responsible for the output of the assigned shiftEnsure that shift's targets are met on a monthly basisPlanned interventions include introducing systems of job and people monitoring, production output, right-sizing work pools based on job flow to decrease redundancy in work pools, placing correct people in correct functions and work pools and targets to be achieved on a daily basisHelping team leads in their day-to-day functioningResponsible for making production forecast, production incentives, scheduling, performance appraisal, solely responsible to ensure that transcribed reports comply with customer specificationsParticipate in direct conference calls with front-end quality teams in the US for customer feedback Show less

• Production Manager

  • Jan 2008 - Dec 2008



VSR Overseas Pvt Ltd

• Team Leader/Quality Analyst

  • Aug 2004 - Dec 2007

• Team Leader/Quality Analyst

  • Aug 2004 - Jan 2007

  Responsible for quality checks and standardsEnsuring client specifications are metEnsure that the daily, weekly, and monthly target of the team is metDeveloping an excel-based system that accurately models the performance of team membersCoordinating the smooth work flow amongst my team, assigning work, ensuring adherence to TAT

• Team Leader/Quality Analyst

  • Aug 2004 - Dec 2006

  Responsible for quality checks and standardsEnsuring client specifications are metEnsure that the daily, weekly, and monthly target of the team is metDeveloping an excel-based system that accurately models the performance of team membersCoordinating the smooth work flow amongst my team, assigning work, ensuring adherence to TAT



Pai's Infoway Pvt Ltd

• Medical Transcriptionist/Trainee

  • Jan 2003 - Aug 2004

  Responsible for transcribing dictated recordings made by physicians in US and other health care professionals Coordinating amongst team for smooth work flowUnderwent rigorous medical transcription training, had been adjudged as the best performer of the course in the subjects of transcription theory, language of medicine, and English.

• Medical Transcriptionist/Trainee

  • Jan 2003 - Aug 2004

• Medical Transcriptionist/Trainee

  • Jan 2003 - Jul 2004

  Responsible for transcribing dictated recordings made by physicians in US and other health care professionalsCoordinating amongst team for smooth work flowUnderwent rigorous medical transcription training, had been adjudged as the best performer of the course in the subjects of transcription theory, language of medicine, and English