Ajay D Prabhu

High Performing Senior Leader with over 22 years of experience. Key Skills include - Project Management, Risk & Compliance, Driving Account PNL, Operational Excellence, Transaction Quality Assurance, Change Management, , People Care, Performance Management, Execution of continuous improvement to ensure benefit to the customer & organization through Process Redesign, Lean implementations, RFP Participation

• Managing client compliance requirement and ensured zero non conformances during the role tenure
• Developed and implemented comprehensive compliance programs to ensure adherence to relevant laws, regulations, Client Agreements and internal policies.
• Established and maintained effective compliance procedures and protocols.
• Monitored and evaluated the effectiveness of compliance programs.
• Year on year exponential growth of business from 5 Mn YTD in FY18 to 32 Mn YTD in FY24
• Maintaining healthy account EBITDA through right budgeting and planning
• Attrition Management within 4-5%
• Supported digital deflection of volume (~40%) seamlessly for Australian Telco
• Managed 32 diverse Sub LOBs for consumer, small and medium business and enterprise customers with front office and back-office operations
• Seamless management of US Fiber Optic ISP/IPTV support with Minimal client escalation and less attrition
• Managed to keep the center on # 1 position on repeat rate KPI among all Vendors
• Successful closure of Six Sigma GB project within timelines for achieving the target on Net Promoter Score
• Successfully managed 6 processes for US based Insurance Provider and always achieved the Target on Quality SLA (Internal/External)
• Member of GB project to achieve Quality Scores of 90% for ISP process and successfully closed the same in 4 months time.
• Internal Quality Auditor for different processes to check conformance to ISO 9001:2008 & 27001:2005 standards.
• Achieved 100% compliance for Quality team on Client SOW during the Annual External Audits of ISP Client.
• Standardized the Quality process for ISP Client to ensure 100% compliance on SOW every month. Maintained Zero NC every month during the Audits done by Vendor Management team.
• Successfully led the Focus Group team (ISP tech support) through TNI and extensive trainings/feedbacks and ensured 80% of associates showed improved performance on all client metrics.
• Developed an Online Tool for reducing the defects on a major impacting Quality parameter and ensured reduction in defects on this parameter in a month’s time.
• Throughput to Operations during the tenure as Nesting Team Lead was above 90%.
• Transitioned IT service desk from Client Site for an UK Based Pharmaceutical.