Experience

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  Tesco HSC (Captive of Tesco, UK's largest retailer)

  • Bengaluru, India

  • Manager Operations (experience equivalent to AVP in shared services / BPO / ITES)

    • Feb 2008 - Present
    • Bengaluru, India

    • People – Continuously nurtured and engaged talents. Consistently kept attrition < 10%. Improved viewpoint score from 66% to 90%• Migration – Cost and time effectively transitioned, scaled up and standardized operations and IT systems with best lean structure. Award by CEO for standardizing the operations to global standards• Controls – Identified, fixed over 50 critical control gaps. Mitigated risk, ensured compliance and achieved ‘Green’ in external audits consistently for four years• Commercial Income – Created in roads in core business leadership team, achieved $39 million financial benefits• Accounts Receivable – Helped business achieve tough financial targets (collected $500 million debt) during recession• Payroll and HR – Slashed rework, sustained accuracy at > 99.7% and on time payments at 100%, saved $4 million• Stock – Identified and fixed gaps in end to end processes, identified and collected $2.2 million from returns• Accounts Payable – Invoked vision, leadership and change agent skills to bring together regionally focused teams, transformed procure to pay processes with $400 million of annual spent to global standards• Corporate Gift Cards – Stopped $50k fraudulent orders, improved sales by 30%, resolved $1.3 million accounting issue• Coupons – Identified issues and opportunity. Insourced from third party based in onsite (Ireland), saved $1.73 million• Oracle Financial Functional Business Support – Achieved Zero violations in quarterly audits in all modules for 2500 users

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  Eighteen Hundred BPO

  • Chennai, India

  • Business Manager

    • Mar 2007 - Feb 2008
    • Chennai, India

    • Led entire India operations of Freespirit, Australia’s leading staff contractor and talent management company• Recommended and implemented policies, employee benefits, operational methodologies, quality tools and appraisal management process which ensured best in class work environment, process controls, transparency and integrity• Set up the entire share services unit by completing the office set up and functioning, complying with various regulations and transitioning recruitment services, financial services and IT services by training a team having no prior shared services experience at 30% less than the estimated cost

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  Global Reality Outsourcing

  • Chennai, India

  • Manager

    • Dec 2006 - Mar 2007
    • Chennai, India

    • Led multi process and high volume handling teams delivering real estate services, mortgage processing and lease abstracting for commercial and residential mortgage industry in US• Resolved clarity and transparency issues in deliverables that resulted in huge backlogs by agreeing and documenting statement of work, service level agreements and making them mandatory for all existing and new processes, by imparting training requirements and by improving the performance based incentive program• Organized movement of operations between locations and improved seat utilization by 50% by re-framing shift patterns

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  Genpact (formerly GECIS, GE's world wide captive)

  • Gurgaon and Hyderabad, India

  • Process Associate to Assistant Manager

    • Jan 1999 - Dec 2006
    • Gurgaon and Hyderabad, India

    • In a 7 months onsite stint in Florida, prepared transition toll gates, scope of work, process mapping, standard operating procedures, service level agreements, RACI (roles and responsibilities), metrics, escalation matrix, FMEA (Failure Mode Effect Analysis), business continuity and disaster recovery plan, remote application testing plan. Timely and successfully transitioned the entire GE business verticals’ US Payroll processes. Improved accuracy from 2 to 4.2 Sigma• Designed and implemented a useful e-learning knowledge management portal. Improved and standardized the training materials used in onsite, created training plans and imparted training for all transition team members• Fixed a major system slowness and service level agreement issue, improved turnaround time by 50% which immensely helped 40 members insurance team to start working 8 hours per day after stretching 14 to 16 hours per day for 8 months• Executed IT migration from Mainframe to PeopleSoft, working with IT teams and consultants by gathering requirements for customization, conducting user acceptance, regression and roll back testing, resolving issues identified• As a quality SPOC, improved seat capacity utilization and work life balance by finding and implementing solutions for various Mainframe based processes for over 200 colleagues, driven 85 team members to complete 103 lean projects that won ‘Quality’ award at annual rewards and recognition

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  Magsun Infotech Pvt Ltd

  • Cochin, India

  • Channel Executive (Sales)

    • Feb 1998 - Dec 1998
    • Cochin, India

    • Managed and improved entire Kerala state operations, computer sales, vendor management, pricing, collections, promotional events, corporate and institutional sales

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  Spurgeon Transport

  • Mumbai, India

  • Senior Marketing Executive

    • Apr 1997 - Jan 1998
    • Mumbai, India

    • Increased Export Import cargo clearing and forwarding business by signing in new clients and increasing business volume from existing clients, negotiated and fixed effective price for each order, collaborated and quickly resolved issues