Feb 2022 – Dec 2022 · 10 mos · Chennai, Tamil Nadu, India · On-site

• Managing all aspects of operations pan India, from implementation of services for new Clients to expanding the services for existing Clients and ensuring Client satisfaction. Also responsible for driving collections and Client retention. Managed the administrative aspects of the company such as manpower planning, recruitment, payroll, employee benefits and appraisals with a drive for scalability and future growth.
• Key Responsibilities:
• Managing all aspects of day to day operations including attainment of targets on collections, product implementation and utilization, Client retention and escalation management with daily operational cadence by driving enablement, empowerment and accountability
• Managing operational staffing and recruitment, with focus on growth and scalability of the business
• Streamlining collections from identifying bad paymasters, bad debts and moving them to legal, to collecting on old outstanding payments, to formulating and executing plans to avoid potential future challenges with collections
• Designing and implementing employee benefits, policies and processes for employee appraisals, succession planning and discipline management
• Managing Client relationships by defining key deliverables for the operations team, ensuring escalations are addressed within TAT, driving a culture of partnering with Clients to better understand their needs and offer appropriate solutions
• Review and approval of new contracts and scope / pricing negotiations for existing contracts
• Key achievements:
• Designed and implemented policies and processes for employee welfare
• Created and instituted employee appraisal policy and process
• 75% reduction in overdue payments and bad debts
• Revamped processes and policies for collections to mitigate and manage risk
• 20% improvement in product utilization despite discontinuing service to several Clients and adding new accounts
• Restructure of Operations org structure to optimize the team for scalability and growth

Apr 2019 – Jun 2021 · 2 yrs 2 mos · Alabang

• Assigned to managing a new line of business for this Client supporting residential internet, video and phone services. Started account with 40 people; grew it to 130 by delivering high standards on KPIs and partnering with Clients to improve business outcomes.
• Key Responsibilities:
• Operational scope includes Operations, Training, Quality, and Workforce Management Teams
• Partnering with Finance, Recruitment, HR, Facilities and IT to ensure all operational and people needs are met issues are addressed in a timely manner
• Responsible for financial planning, revenue generation, cost containment and overall P&L of the account
• Managing Client relationship by partnering with Client to improve standard of service being delivered and exploring opportunities to improve support
• Owning day to day management of operations on performance, people metrics, operational cadence and rigor pertaining to all operational teams through enablement, empowerment and accountability
• Responsible for stabilizing performance of the account and growing the business
• Partnering with internal departments and Clients to manage ramps as part of incremental growth
• Key achievements:
• Maintained site stack ranking in the top 3 for the last 12 months closing the 2020 at the #1 spot for Q4
• Maintained ranking in the top 3 for the last 12 months on Resolution and Client’s cost containment and revenue generation metrics with resolution, revenue generation and CSAT at #1 for Q4
• Exceeded Client’s revenue goal for 2020 at 108% to target
• Exceeded client KPI attainment at 107% to goal
• Championed people development to yield 18 promotions to support business growth
• Spearheaded initiative that resulted in revamp of Client owned training curriculum and materials with the core goal being to make Trainees more successful in their role rather than make them more likely to graduate training
• Consistently maintained GP at around 30% against $3M revenue budget for 2020 and 40% GP for Q1 of 2021

Feb 2014 – Oct 2018 · 4 yrs 8 mos · Alabang, Philippines

• Managed all lines of business running out of the Alabang site for this Client in the capacity of a Site Lead with an overall span of around 500 people that is continuously growing. The site currently caters to the Client’s Healthcare Provider and Customer bases providing Customer Service pertaining to Claims, Benefits and Eligibility for both International and US based Healthcare Providers and Customers.
• Started managing the site with around 150 people spanning 2 lines of business supporting Healthcare Providers in September 2015; successfully expanded the business to around 500 people spanning 6 lines of business for Healthcare Providers and Customers.
• Key Responsibilities:
• Fully responsible for maintaining stability and growth of all contracts under my portfolio
• Overseeing operations management ensuring contractual and non-contractual operational and people metrics are met and exceeded consistently.
• Managing all ongoing production ramps and business expansions on existing business and new lines of business from initial transitions to running steady state operations.
• Managing the Client – Vendor relationship with a focus on adding value to the relationship and Client business in terms of process improvement and business value creation.
• Responsible for overall financial management and profit optimization of the lines of business running out of the site.
• Partnering with Clients to identify business needs and value propositions to the partnership and Client’s business.

Aug 2012 – Feb 2014 · 1 yr 6 mos

• In this assignment I have been managing the Provider Data Management, Contract Drafting and Summary of Benefits and Coverage Drafting towers supporting voice and data entry / back office work with a total of 24 functions with a span of 150 resources.
• Key Responsibilities:
• Driving Innovation, Operational excellence and value creation by collaborating with support functions and other units in the Health and BPO towers through best practice sharing and innovation workshops.
• Overseeing operations management ensuring operational and people metrics are met and exceeded consistently.
• Managing the relationship with the Client with a focus on adding value to the relationship and Client business in terms of process improvement and business value creation through innovation.
• Ensuring that employee engagement and talent retention and development are consistently driven with measureable results.
• Responsible for cost optimization and management of each of the units in my tower.
• Partnering with Clients to identify business needs, formulate creative solutions and ensure effective implementation, follow through and achievement of business objectives.
• Key achievements:
• Conceptualized, developed and implemented creative inventory management solutions, and automation solutions that drove productivity and capacity gains while ensuring consistent performance on quality.
• Formulated and executed successful backlog management plans by leveraging the existing talent pool and through cross training and temporary deployment of resources.
• Providing growth opportunities through development of the internal talent pool by leveraging on Accenture training resources and opportunities and providing opportunities to internal resources to share their own expertise with their peers.
• Formulated and executed capacity planning and staffing initiatives that allowed us to effectively manage inventory while managing costs to drive Client satisfaction and Employee engagement

Apr 2010 – Aug 2012 · 2 yrs 4 mos

• In this role I have been managing accounts for two Major e-retail Clients. Support is being provided to both Clients in the form of voice support and back office support including e-mail support with multiple LOBs.
• Key Responsibilities:
• Managing metrics to ensure that goals are met and exceeded consistently.
• Strategic planning in partnership with Clients to meet organizational goals and growth plans and add value to Clients and the relationships between Sutherland and each Client.
• Ensuring that all concerns from people in my alignment are addressed and proper resolution is provided in a timely fashion. Ensuring that people metrics are always met.
• Financial Management in terms of planning, budgeting and profitability of my accounts.
• Maintaining an open communication channel with my Clients and ensuring that all contractual commitments to them are met and exceeded.
• Periodic review of contracts pertaining to each Client and follow up with relevant teams for action when necessary.
• Key achievements:
• Have successfully managed six major seasonal ramps for these Clients.
• Have developed creative hiring plans that have aided in the sourcing of the right talent in the required volumes at the right time.
• Providing a career path and growth opportunities for all employees within my span of control. In the last four quarters 20% of those in my accounts have been promoted.

Dec 2006 – Apr 2010 · 3 yrs 4 mos

• In my first Program management role, I started as a Team Manager and subsequently became an Account Manager, I managed two accounts in different verticals. Provided Customer Service to one that was in the e-retail business and data entry services to the other, a leader in mail order.
• While I managed both business units in terms of daily team and metrics management, financial management and Client engagement and management, some of my key achievements with them were:
• Turning both business units profitable and sustaining profitability.
• Leverage my knowledge of the Clients’ businesses to garner additional lines of business.
• Develop in partnership with Clients and introduce to them Sutherland proprietary tools that enhanced productivity and quality.
• Consistent, positive Client satisfaction results for all periods under my management.

Aug 2006 – Dec 2006 · 4 mos

• Designed the process and carried out this transition with the intent to provide the Client with a value add in terms of a compliance checking mechanism by a team that is located in a separate geo from where retention calls are being taken. This process, which, at conception was unique to Sutherland and the Client, has been adding value to the Client since 2006 and continues to do so today.

Mar 2006 – Aug 2006 · 5 mos

• Was given the opportunity to leverage my exposure to quality and back office work to help improve the quality scores of the program. Responsible for managing the teams that handled the core LOBs of this account.

Aug 2005 – Mar 2006 · 7 mos

• Was part of the transition for this account. Major achievement was generating five additional months of back office work based on the quality of work delivered and the value adds to the Client. Was Promoted to Group Lead (Deputy Manager) before being offered my next account.

Mar 2004 – Aug 2005 · 1 yr 5 mos

• Joined Sutherland in 2004 as a Sr. CSR working on E-Mail and Voice Support. Was promoted to Team Lead before I was offered the opportunity to work with a different Client.

Jul 2003 – Mar 2004 · 8 mos · Chennai Area, India

• I was employed as a CSR with the role profile of an acting Team Leader with various other related responsibilities.
• Role: Pre Collections and First Stage Collections of Medical Bill (Patient Calling – Inbound and Outbound).

Oct 2002 – Jul 2003 · 9 mos · Chennai Area, India

• Roles: Collections on Utility and Health Care bills, in all stages of collections, including pre-collections, and for various clients.
• Responsibilities: Started out as an agent taking inbound calls as well as making outbound calls. 6 Months later I took up the opportunity to take over as Quality Controller for all U.S. based collection projects.

Aug 1995 – Oct 2002 · 7 yrs 2 mos · Chennai Area, India

• Was employed as a supervisor responsible for carrying out ship repair work on ships in port and while sailing. Was responsible for liaising with ships’ crews, managers and owners to carry out repair work to keep ships sea worthy.