Experience

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  MediaMint

  • Hyderabad, Telangana, India

  • D2 Manager

    • May 2023 - Present
    • Hyderabad, Telangana, India

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  HCL Technologies

  • Hyderabad Area, India

  • Manager of Operations

    • Nov 2017 - May 2023
    • Hyderabad Area, India

    Primarily responsible for managing the Google Ad Operations( DFP/GAM) product operations for Google. Managed a team of 68 Analyst and responsible for operational delivery, growth, process improvement, and automation. Managed and improve the performance of all operational center Analysts (66 FTE)⦁ Oversee activities and services to ensure seamless day to day operations and service availability to customers/stakeholders⦁ Handling Mid-Year and Annual Year review of Teams performance⦁ Develop, lead and communicate senior executive leader briefs on the performance of consulting projects at the individual/vertical/domain/geography level and to define, track and report benefits for deliverables⦁ Tracking open Tickets and identifying any incident that requires increased focus to meet committed service levels All the Customer Chats are picked and addressed withing less than 30 minsTrack Missed SLA and corrective actions taken for Tickets/CasesEnsuring all Ticketsare resolved within agreed SLAs.Acting as a point of escalation for day-to-day Troublshooting issues and escalating the Account Manager Groups as required to bring the resolution of the Tickets back on scheduleResponsible for preparations and publishing the prescribed Tickets/Cases and Service request related reports as per the defined timelinesCheck the tickets for any deficiencies with respect to the key field updates to ensure the quality of the case information, as prescribed in the processCommunicating inefficiencies and deficiencies related to the process to the process owner / clientAssisting in reassignment of misdirected TicketsAssisting, if required with correcting invalid Tickets PriorityIdentifying areas for improvement using key measurementsReviewing business justifications for Priority changes⦁ Responsible for the CSAT and DSAT of the team

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  Amazon

  • Chennai Area, India

  • Operations Manager

    • Jan 2015 - Mar 2017
    • Chennai Area, India

    Responsible for NA & APAC region daily deliverable and SLA adherence: Manage and improve the performance of all operational center staff Recruit and oversee training of operational staff Provide service reports on operational delivery center performance and quality Proactively identify and implement service improvements in processes of the operational delivery center Oversee activities and services to ensure seamless day to day operations and service availability to customers/stakeholders Maintain the Operations Technical Library Ensure BCP/DR plans are compatible with operational delivery center  Strategic planning and deployment of Project Rollout and Changes (New System and Services) Driving stakeholders Mandated Compliance and Controls Review actual service performance against SLAs and OLAs for service areas under scopeBuild processes, procedures and systems that help to drive and achieve Goals for the Process Maintaining the SLA and Product Deliverables without fail on a D/W/M Handling Escalations from studios on the Rejections of ASINs in On site Handling Events & Campaigns launch without missing the dead line Handling MY and AY review of Teams performance (103+ FTEs) Identifying process gaps, risks and improvement areas  Preparing Forecast vs Capacity on a weekly basis and compare against actuals Weekly Client Calls to report the team’s performance and to discuss process related issues Initiating Bi Weekly calls for MI reports and other dashboards

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  HCL BPO

  • Associate Process Manager

    • Apr 2012 - Jan 2015

    Responsible for Managing seamless day to day operations Responsible for Client Relation Ship Management (CRM) Responsible for Managing Project Billing & Revenues  Responsible to drive improvement projects and automation within the Business  SPOC for Client Audit team and internal departments for all Compliance related activities and initiatives  Strategic planning and deployment - Transition & Staff Augmentation (Onsite) Support Sales team in requirement gathering for RFI , RFP's & Presentations  Provide solutions (IT and Operations) to customer queries & help close contractsPre-Sales Supporting Sales Team on RFI/RFP & Client Presentations- From the Operation’s understand and analyze Prospective client’s requirements ,IT Infrastructure data, compare the organization’s current skills and recommend requirements, achievable SLAs, Transformation & Cost savingsProcess Transition, Steady State and Enhancement To take over the transition projects from ‘the post planning’ state, implementation and handing over in the steady state to the operation. Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.  Creating & implementing workflows to facilitate structured support in all areas and issues. Maintaining coordination with Infrastructure & IT Dept. for the floor issues, monitoring Operations Monitor System and analyzing various reports viz. process dashboards reports.

  • Sr. Team Leader

    • Aug 2008 - Mar 2012

     Transformation project for UK Pensions o Trained 83+ resources Conceptualised strategy to win new business. Managed team of 108+  Lead 4 processes Completed 6 Six Sigma project and Value stream maps Process Improvements suggested and implemented by client increasing efficiency by 16.5%. Implemented LEAN, Kaizen - Continuous Work Flow. Trained 75 resources on process Management. Streamlined E-Mail/Enquires process, Knowledge Management System that reduced the SLA from 4 days to 1 day. Received appreciation letters from clients for excellent crisis management for Client’s issues & operational efficiency. Handled a team of 13 on-site (United Kingdom) users for Process-reengineering in Pensions and Annuities

  • Team Leader

    • Sep 2003 - Jul 2008

     Back end operations (service line) for Huge Business in US Handled a team of 40+ transaction processing agents Plan and provide process trainings to the entire team including the new hires Prepare and Update process manuals, conduct team hurdles Work closely with the Client in implementing changes to the existing process Weekly Client Calls to report the team’s performance and to discuss process related issues Client MI reports and other dashboards Week and Month wise Capacity Planning for the resource allocation. Preparing the SOP Docs and Process flow in MS Visio

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  VETRI

  • Chennai Area, India

  • Process Trainer

    • Feb 2000 - Sep 2003
    • Chennai Area, India

    Steering initiatives for managing a team of 25 members.Overseeing transition of Insurance & Medical Billing process from United States.Handling quality Review of the web based HTML/SGML/XML projects.Managing client interface with the US client on a day to day basis.OSAR (Operating Statement Analysis Report).Leading a team in analyzing and completing rent roll & insurance products.Reviewing deals completed by executives to the satisfaction of client requirements. Monitoring annual performance appraisal of executives.