Shalina M
Chennai
Summary
Results-oriented business leader with more than 17 years of experience in day-to-day business operations management. Effective liaison to key clients, accounts and external business stakeholders. Leverage trends across industries and markets to derive solutions and approaches focused on creating value for customers and profitability for company. Streamlines processes for efficiency and productivity. Well-versed in applying multi-faceted approach to managing safety, operations and productivity across multiple business lines. Merger and acquisitions specialist adept in creating seamless integration of new operations and businesses.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Manager, Operations
IDP EDUCATION EXAM SERVICES PRIVATE LIMITED
Chennai
08.2021 - Current
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- To support Management in designing, developing and embedding a freelance trainer system for India which will effectively recruit, train and monitor test day staff across the country.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Helped build and review master service agreements for work eligibility.
- Motivated staff towards achieving all operational targets through transparent feedback mechanism and through continuous monitoring.
- Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
- Established positive and effective communication among staff and organization leadership, reducing miscommunications and deadlines.
- To have constant engagement with Freelance staff to reiterate the process/policy and organize regular Orientation Programmes to communicate change of process and policy.
Senior Manager, Operations
BC EXAMINATIONS AND ENGLISH SERVICES INDIA PRIVATE LIMITED (BCEESIPL) (British Council)
Chennai
03.2019 - 07.2021
- To ensure all newly recruited Staff are fully trained as per Country Exams guidelines and board regulations before they are engaged in operations delivery.
- Managed inventory, workflow and distribution, analyzing each stage of life cycle and recommending improvements to streamline processes.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Reviewed operations MIS allocation reports to understand current numbers and trends.
- Evaluated and validated new hiring, performance based firing and promotions requests.
- Helped build and review master service agreements for work eligibility.
- Delivered design and implementation of training documents to deliver computer delivered exams all over India.
- To ensure all Freelance Staff are monitored annually and accountable to monitor the completion for providing feedback to the Freelance Staff as per the disciplinary guidelines in the Global Performance Monitoring Policy
- Advanced productivity KPIs by leading trainings on procedures and policies.
- Established positive and effective communication among staff and organization leadership, reducing miscommunications.
- Line management of direct reporting managers virtually and face to face. Ensuring HR procedures and standards are adhered and applied consistently.
Manager, Operations
BC EXAMINATIONS AND ENGLISH SERVICES INDIA PRIVATE LIMITED (BCEESIPL) (British Council)
Chennai
09.2015 - 02.2019
- Was promoted to "Temporary - Senior Manager, All India Operations" (Jan 2018 - July 2018) for 6 months due to my excellent performance in my operations manager.
- Responsible for operational excellence in the planning and delivery of IELTS and other examinations.
- Adhere to Examinations India, global and board specific procedures, policies and ensure that procedural timelines are met.
- Responsible for compliant and secure storage of all required data and materials.
- Provide required financial data as required in order to ensure an efficient, secure and appropriately controlled environment as per Essential Finance.
- Coordinate all resources efficiently, taking into account times of peak activity and factors which could influence operations, for example festivals and seasonal weather constraints
- Adhere to operations service level agreements & agreed turnaround times as per customer service standards
- Line management of a maximum of four direct reports. Ensuring HR procedures and standards are adhered and applied consistently.
- British Council performance procedures and standards are used to induct, manage and develop staff members.
- Monitor the effectiveness of the team and ensure compliance with all corporate standards (e.g. audits, Quality, Control and Compliance, Equal Opportunity & Diversity, Data Protection and Child Protection as well as externally driven client requirements) and in line with agreed financial and non-financial targets.
- Support with planning ,delivery ,auditing ,reporting, knowledge management and training activities relating to quality & compliance management
- Contribute to the overall development of the quality and compliance work stream through proactive identification and reporting of risks and areas for improvement
Manager, Operations
British Council Division
Chennai
11.2014 - 08.2015
- Responsible for operational excellence in the planning and delivery of IELTS and other examinations.
- Adhere to Examinations India, global and board specific procedures, policies and ensure that procedural timelines are met.
- Responsible for compliant and secure storage of all required data and materials.
- Performed a major role during change management. Ensured to display the highest skills while performing dual role during the transformation of British council Division to BCEESIPL (Hub and Spoke model)
- Provide required financial data as required in order to ensure an efficient, secure and appropriately controlled environment as per Essential Finance.
- Coordinate all resources efficiently, taking into account times of peak activity and factors which could influence operations, for example festivals and seasonal weather constraints
- Adhere to operations service level agreements & agreed turnaround times as per customer service standards
- Line management of a maximum of four direct reports. Ensuring HR procedures and standards are adhered and applied consistently.
- British Council performance procedures and standards are used to induct, manage and develop staff members.
- Monitor the effectiveness of the team and ensure compliance with all corporate standards (e.g. audits, Quality, Control and Compliance, Equal Opportunity & Diversity, Data Protection and Child Protection as well as externally driven client requirements) and in line with agreed financial and non-financial targets.
- Support with planning ,delivery ,auditing ,reporting, knowledge management and training activities relating to quality & compliance management
- Contribute to the overall development of the quality and compliance work stream through proactive identification and reporting of risks and areas for improvement
Junior Manager (J Executive), Operations
British Council Division
Chennai
11.2011 - 10.2014
- Created templates with process documents for Enquiry on Results, Additional Test Report form processing, Lost Test Report Form processing, Return Test Report Form processing, Error Test Report Form Processing. Revised processed documents for exams(YLE, KET, PET, BEC etc..) material despatch to board was structured. These documents were set to help any new executive to understand and follow the process, so that business continuity is not disturbed.
- I have taken the lead in guiding the team and ensured that the IELTS result process is completed by the 11th day, inspite of the ever growing huge volume in IELTS.
- For planned and organized structural execution of IELTS processing, I designed the signing Rota for calender year and reviewed it regularly.
- I have received COMMENDATION in May 2012 for Excellence in Cultural Relations on delivering valuable and efficient service, showing clear understanding of customer needs.
- I take great pride in completing the exams administration and submission of reports. This has been appreciated by my seniors
- I felt proud when our customers appreciated me for solving their issues.
- I communicate with University entities and Educational Institutions on IELTS Test reporting. Regular interactions with co-ordinators or Clients on various queries and then resolving their issues, earned trust and loyalty for our organization by means of personalized services.
- Expertise on Software's such as IWAS, Esolcomms, FUEL, UCLES, FABS, IAM and Microsoft Applications aided to complete the various tasks.
Senior Team Leader
Reliance Communications Ltd.
Chennai
11.2004 - 10.2011
- Awarded Best Team Leader for the year 2008, 2009 and 2010.
- Awarded Best customer interaction executive of the year on 2005.
- Was nominated to host and conduct cultural fest behalf of south operations in our head office and made the event a grand success which paved way for future endeavors.
- Recognized and awarded for developing maximum number of executives to various high levels in various departments.
- I managed a team of 30+ executives.
- I co-ordinated with Quality assurance team and training team to analyze the error percentage by executives. Thus I came up with process updates which helped to reduce the risk in business expansion.
- I focused on desired results by setting high standards and strive for its achievement with a sense of urgency. I effectively lead and influenced team members to achieve business objectives.
- I concentrated on high quality output and constant process and performance improvement for the executives. I established course of action plans for self and others to complete tasks efficiently and achieve business objectives.
- Cultural awards for best performance team was achieved in 2009.
Education
MBA - General
Bharathiar University
CoimbatoreBachelor of Science - Chemistry
Valliammal College of Women
Chennai04.2000
Post Graduate Diploma in Computer Applications -
Computer Software College
Chennai2000
Skills
- Troubleshooting and problem resolution
- Material accountability systems
- Budget administration
- Documentation and reporting
- Cross-functional collaboration
- Strategic planning
- Staff Management
- Business administration
- Creative merchandising
- Reporting oversight
Certification
* People Management
Languages
English
Advanced (C1)
Tamil
Advanced (C1)
Hindi
Advanced (C1)
Malayalam
Elementary (A2)
Timeline
Senior Manager, Operations
IDP EDUCATION EXAM SERVICES PRIVATE LIMITED
08.2021 - Current
Senior Manager, Operations
BC EXAMINATIONS AND ENGLISH SERVICES INDIA PRIVATE LIMITED (BCEESIPL) (British Council)
03.2019 - 07.2021
Manager, Operations
BC EXAMINATIONS AND ENGLISH SERVICES INDIA PRIVATE LIMITED (BCEESIPL) (British Council)
09.2015 - 02.2019
Manager, Operations
British Council Division
11.2014 - 08.2015
Junior Manager (J Executive), Operations
British Council Division
11.2011 - 10.2014
Senior Team Leader
Reliance Communications Ltd.
11.2004 - 10.2011
MBA - General
Bharathiar University
Bachelor of Science - Chemistry
Valliammal College of Women
Post Graduate Diploma in Computer Applications -
Computer Software College