HCL Technologies

Senior Director Of Operations

Infosys BPM

Director- Business Transformation & Operations

Head & Manage Operations and overall Delivery for fortune 500 Clients with P&L responsibility across US (multi location, multi projects). 

Responsibilities include Customer Relationship Management, Business Planning & Review, Financial Review, Solution Design, Business Development & Revenue Enhancement, Transition Coordination, Operations Management, Quality & Process Reengineering, Risk Management & Audit Compliance, Talent Management, Vendor Management, Continuous monitoring & Transformation

Client Operations & Services - US Delivery Head

The project related to Sales and Fulfillment activities for a US Multinational Aerospace client. It dealt with Migration and stabilization of processes like Repair & Overhaul, Spares and OEM LOB’s from multiple sites (US, Philippines, China). Including managing resources, Process mapping, process reengineering, defining work scope, developing operating models, process documentation, Global Transition & Migration management, supporting multiple project teams, project coordination, Operations stabilization, developing Service level metrics, Business metrics, recording financial impacts, Client relationship management and delivery execution.

Lead - Client Operations & Services

The job responsibility was to head recruitment back office operations & delivery for Infosys. This included managing a team of 200+ recruitment professionals, Stake holder management, develop KPI's & Scorecard for directs & team, Identify & review training needs for TL's/Managers/team, Implement career development & develop succession plan for direct’ s and team, Review SOP's, service quality plan including the quality control, assurance and improvement, Conduct periodic reviews with his team, Monitors daily dashboards, Provides guidance and support to the team, KM implementation, Handle level 2 & 3 escalations with process owners, form informal networks with stake holders anticipate and plan for future challenges/issues with stake holders. Support the team in the ideation process and guide them during implementation, Capacity planning, monitor resource deployment, Control Costs, Vendor Management, create a sustainable rural/Tier 3 BPO partner & create a recruitment process outsourcing service offering for the organization.

Senior Operations Manager / Client Operations Head 

Role involved managing end-end delivery for large Operational teams (250+) that supported Recruitment, HRIS and Order Management projects for multiple clients spread across multiple delivery centers. A client who is the world’s largest provider of data-storage systems; A US based technology company that produces imaging products with its historic basis on photography and an American company that sold computers, computer components, software, and information technology services.

Responsibilities included Operations management, participate in solution design and process definition exercise, manage process transitions, manage engagement P&L, Project budgeting & forecast, develop Client relationship's, transformation projects, continuous improvements (QC,QA, QI), create a positive environment for teams to be successful, Set long/short term goals for team performace

Operations Manager

My job responsibilities included transition, training, process setup, scale & lead multiple Operational teams for multiple Hi-tech clients in Sales & fulfillment,  HRO space.

People Management responsibilities included Motivating team for optimum performance, Imparting & planning training to the team members for enhancing their skills levels, Manpower Planning, Recruiting & Performance management, Coaching, Counseling, Mentoring teams, helping them out in career growth, resolving interpersonal conflicts for optimized operational output and lower churn

Operational responsibilities included Service Delivery Excellence – Developing & Adhering to SLA’s/KPI’s/OLA’s specific to stakeholder’s and being accountable for delivery, Inter-departmental co-ordination(HR, Tech, Quality, Admin), Implement Org initiatives at floor level, process escalation management, client/stakeholder management, project management, quality initiatives (Green Belt/Lean), process transition

Assistant Manager

- Worked with a large UK retailer to optimize work force scheduling across multiple stores. Involved in a POC setting up Shared Services in UK (Process Definition & Design)

- Set up Corporate backend HR Operations, Helpdesk & Recruitment support  for Infosys BPO. Process Definition & Design,  Transition, Scaling up Process Operations (People, Process, & Technology)

Team Lead

Migrated an Onsite operations for a US based multinational financial services corporation which involved preparing Survivor Services kits for the beneficiaries (DB, DC, H&W). My job involved training, processing, adhering to SLA's & quality checks.

Completed a YB project to improve team accuracy scores

Specialist

Transaction processing of Annual Service contracts for a large American Hi-Tech conglomerate that manufactures, and sells networking hardware, telecommunications equipment, and other high-technology services and products

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