Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Ajay D Prabhu

Ajay D Prabhu

Senior Leader
Hyderabad

Summary

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

Overview

23
23
years of professional experience
16
16
years of post-secondary education

Work History

Program Management Consultant

Tech Mahindra Ltd.
04.2023 - Current
  • Enhanced program efficiency by streamlining processes and implementing best practices in project management.
  • Evaluated the effectiveness of existing programs, recommending changes as needed to achieve desired results.
  • Established performance metrics for evaluating the effectiveness of implemented solutions, ensuring continuous improvement in program outcomes.
  • Reviewed and monitored project progress to identify potential risks and develop mitigation strategies.
  • Reduced project costs through effective resource allocation and budget management.
  • Optimized resource utilization by accurately assessing workload capacity and assigning tasks accordingly.
  • Ensured compliance with organizational policies, regulatory requirements, and industry standards throughout all stages of program implementation.
  • Collaborated with stakeholders at all levels to gather feedback on program performance and implement recommendations for improvement.
  • Managed cross-functional teams (WFM , Training, Operations, Transformation) to ensure seamless coordination and integration of project activities.
  • Enabled successful project execution by providing expert guidance, training, and support to project teams.

Operations Head – (AU ISP Process)

Tech Mahindra Ltd.
04.2021 - 03.2023
  • Managing 5 LOB’s of Australian Telecom with different stakeholders supporting Technical Support for Legacy and Fiber Internet service (voice and Instant Messaging), order to activate, Small and Medium Business and Enterprise customers
  • Managing Project PNL
  • New site setup in Brisbane and Melbourne
  • Drive Process Improvements & Process Simplification
  • SLA management and Quality assurance
  • Transition of the business & design SOP’s
  • Quality management
  • Define Goals & Objectives for the complete hierarchy
  • Identify Potential Business Opportunity through farming
  • Performance Management
  • Attrition Management
  • Quarterly & Monthly Reviews with client stakeholders
  • Career Pathing & Pipeline Leadership Management
  • Forecasting, Scheduling & Capacity Planning
  • Performance management of Quality team
  • Performance management of WFM team
  • Process Improvement through Quality framework & drive projects through Process reengineering, Process simplification & Lean, Six Sigma tenets
  • Ensure efficiency benefits to the customer as well as organization
  • Stakeholder mapping & setting up forums for plugging customer pain points & manage business outcomes
  • Manage & track business benefits through productivity benefits & discounts based on frameworks or MSA
  • Calibrating the entire team for alignment to customers strategy & driving desirable results
  • Manage budgets for Staff Welfare & RNRs

Sr. Ops Manager – (AU ISP Process)

Tech Mahindra
12.2016 - 03.2021
  • Span of control - 600
  • Manage the chat operations for US based ISP providing Internet / Television / Phone over Fiber Optics
  • Closely monitoring daily productivity against the defined Service Level standards
  • Perform regular audit checks on client defined compliance requirements
  • Coach & monitor Team leads in day to day operations & people handling
  • Daily / Weekly/ Monthly reviews with Team leads
  • Identify and develop solutions & reverting for specific Technical support issues
  • People Management, including all HR related issues, as well as staff development
  • Analyze and generate reports for team performance on processes
  • Develop a continuous learning process for the team
  • Assist Operations Head in supervisory functions
  • Ensure adherence to the process deliverables (SLA's)
  • Review / audit transactions performed by team leaders
  • Supervise and support team members to ensure that Technical support is consistent with or exceeds client's quality service standards
  • Working closely with Team Leaders to manage Team and Individual Performance, drawing action plans for Technical support representatives

Sr. Ops Manager – (US ISP Process)

Tech Mahindra
05.2013 - 12.2016
  • Managed a US telco tech support of ~750 FTE
  • Enhanced employee performance with focused training programs, coaching, and mentoring initiatives.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Analyzed and reported on key performance metrics to senior management.

Manager – Transaction Quality (US ISP Process)

Mahindra Satyam BPO
04.2010 - 04.2013
  • Manage the Transaction Quality Team of 13 QA’s and 2 Quality Leads
  • Preparing Weekly/Monthly Dashboard, highlighting the Hits and Misses & the action plans
  • Ensure focus of the Operational Quality team on key aspects such as External SLA’s and Process adherence checks
  • Conducting Performance Review with Operations – Monthly and Quarterly reviews with Operations teams
  • Performance Management of Quality Analysts (Fortnightly, Monthly, Quarterly, Annual)
  • BQ management

Assistant Manager – Transaction Quality (Insurance Process)

Tech Mahindra
05.2009 - 04.2010
  • Managing Call Quality team for US based ISP with a team size of 22 Quality Analysts
  • Ensuring the desired Quality standards are maintained through RCA, Action Plans for BQ, TNI etc
  • Member of a 6 Sigma green belt project to increase the Quality score to client SLA of 90%
  • Project successfully closed in Feb 09
  • Provide frequent coaching feedback and offer opportunities for growth and development for QA’s – through the Monthly one-on-ones and the Quarterly performance reviews

Assistant Manager – Transaction Quality

Tech Mahindra
06.2008 - 05.2009
  • Managing Call Quality team for US based ISP with a team size of 22 Quality Analysts
  • Ensuring the desired Quality standards are maintained through RCA, Action Plans for BQ, TNI etc
  • Member of a 6 Sigma green belt project to increase the Quality score to client SLA of 90%
  • Provide frequent coaching feedback and offer opportunities for growth and development for QA’s – through the Monthly one-on-ones and the Quarterly performance reviews

Senior Team Leader

Mahindra Satyam BPO
11.2005 - 06.2008
  • Responsible for planning, administration and designing of Bridge process with a specialized team of Subject Matter Experts (SME), Quality Analyst (QA) and Voice Trainers (VT)
  • To achieve performance with reduced duration of learning curve for an agent
  • Review Statistical data regarding performance of agents before, on and after Bridge and identify training needs
  • Keeping a control and check on quality vs
  • Quantity while moving agents to operation

Sr. Technical Support Associate

Tech Mahindra
11.2004 - 10.2005
  • IT helpdesk transition to India for a leading Pharma company headquartered at London
  • I was sent to the client site and successfully transitioned the Finance IT support to India
  • The transition included moving of the IT service desk to India and also development of web based Support tools similar to remedy using ASP.Net and C# and MS Access

Sr. Technical Support Associate

Mahindra Satyam BPO
06.2004 - 11.2004
  • IT helpdesk technician for a US based Drug Discovery Company
  • The support demanded high level of networking knowledge and skills as the scope of support was distributed across different site locations
  • Support tools used – Remedy & supported various applications like J D Edwards, Seibel, Cognos and Blackberry and several other applications

Sr. Technical Associate

Hewlett-Packard
10.2003 - 05.2004
  • Technical Support provided for HP Products
  • Helping new recruits regarding process

Customer Service Executive

Hinduja T M T
03.2002 - 10.2003
  • Front line customer service for US based long distance and local telecom company
  • Developed intranet project named “Lifeline-The Complete Suite” for the HTMT call center for internal mailing, escalations, Product information and Entertainment on the call floor using Microsoft Dot Net Technologies [c# and ASP.net] and SQL server for 16 months

Education

B.E. - Industrial & Production Engineering

Manipal Institute of Technology
Manipal
04.1995 - 03.1999

P.U.Board,(10+2) -

St Aloysius College
Mangalore
03.1993 - 03.1995

SSLC, (10th) -

Milagres Junior College
Mangalore
03.1983 - 03.1993

Skills

Project Management

Change Management

Risk Analysis and Strategy

Operations management

Managing Account P&L

Financial Budget Management

Quality Improvement Strategies

Compliance Program Development

Employee Engagement

Critical Thinking Abilities

Strategic Task Management

Accomplishments

  • 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.

Timeline

Program Management Consultant

Tech Mahindra Ltd.
04.2023 - Current

Operations Head – (AU ISP Process)

Tech Mahindra Ltd.
04.2021 - 03.2023

Sr. Ops Manager – (AU ISP Process)

Tech Mahindra
12.2016 - 03.2021

Sr. Ops Manager – (US ISP Process)

Tech Mahindra
05.2013 - 12.2016

Manager – Transaction Quality (US ISP Process)

Mahindra Satyam BPO
04.2010 - 04.2013

Assistant Manager – Transaction Quality (Insurance Process)

Tech Mahindra
05.2009 - 04.2010

Assistant Manager – Transaction Quality

Tech Mahindra
06.2008 - 05.2009

Senior Team Leader

Mahindra Satyam BPO
11.2005 - 06.2008

Sr. Technical Support Associate

Tech Mahindra
11.2004 - 10.2005

Sr. Technical Support Associate

Mahindra Satyam BPO
06.2004 - 11.2004

Sr. Technical Associate

Hewlett-Packard
10.2003 - 05.2004

Customer Service Executive

Hinduja T M T
03.2002 - 10.2003

B.E. - Industrial & Production Engineering

Manipal Institute of Technology
04.1995 - 03.1999

P.U.Board,(10+2) -

St Aloysius College
03.1993 - 03.1995

SSLC, (10th) -

Milagres Junior College
03.1983 - 03.1993
Ajay D PrabhuSenior Leader