AMAR RAJAKUMARANDASS

Summary

Highly motivated, self-organized, goal oriented professional targeting assignments in Service Delivery/Operations Management/Project Management/ Risk Management; gained expertise in building, delivering and scaling up complex operations.

Overview

6

Languages

Work History

Head of production for the Premedia vertical

Crest Premedia Solutions Pvt. Ltd.

Led operations with about 650 people; 4 Senior managers reporting directly to me; worked as the Head of production for the Premedia vertical, with the responsibility for P&L
Managed end-to-end (from manuscript to print ready) production of 2000 plus books and journal projects
Steered efforts in surpassing the GP target by 20% year on year
Recognized as the head of operations in 2012 and managed 3 verticals (Premedia, Marketing & BPO and Research & Analysis) at the Magarpatta Business Unit, with a head count of 250 people
Spearheaded the business expansion for Unit 2 in 2011/12
The operations scaled up to a head count of 800 people
Successfully managed the implementation and delivered the pilot of a new business vertical (Research & Analysis) for the organization
Started the literature search (using online chemical databases) pilot, with a team of 4 Phd’s (The head count of this vertical is more than 100 resources and the team has diversified into areas like Pharmacovigilance)
Secured new projects from different business units of our client in 2010, 2011 and 2012
Executed the online cover automation project for Springer before handing it over to the production team after completion of the monitoring phase
Designed and executed the workflow for an online banner creation project, with help of the technology team for Bio Med Central
Managed the complete operations (head of operations) for Magarpatta unit (second business unit of the company) in 2012, achieved operational target for the unit
Steered the department (as manager of Marketing & BPO) to be the most profitable department in terms of operational profit for the financial year 2010-2011 (28% revenue from 48 resources, which is 20% of the company headcount)
Played a key role in managing 18 projects (Print and online Ads, preparing marketing collaterals for different customers, PPT and PDF reports for different journal societies, flash based online banners, functional and regression testing of books and journals workflow management systems and digitization of archived books).

Assistant Manager - Operations

AXA Business Services Pvt. Ltd.

Led a team of 24 personnel including 2 Team Leads & managed various types of death claim payments (Insurance Process)
Managed the death claims back office processing team for AXA Equitable, which is a well-known insurance company in Syracuse, NY, USA
Steered 3 process management DMO (Define, Measure and Operate) projects in 2009
Attained 100% score as a team in the Partner Scope Survey (Customer Satisfaction) in Oct 2009
Achieved 89% against a target score of 80% in the Employee Scope Survey conducted in Jul 2009.

Assistant Manager – Operations

Hewlett Packard

Managed the Event Management team which managed the scheduling and delivery of sales and leadership trainings for HP employees in US
Worked on the transition of a Learning Management tool, SABA, enhanced and customized SABA as per HP L&D requirements
Voted as the Best Team Leader for the Quarters Q1 & Q2 (2007) and Q3 (2006)
Successfully worked as a Content Manager for the Knowledge Management Tool project for the client and received Master Builder Award for providing most number of solutions to the tool in 2007
Received SPOT Award in Nov 2006 for successful implementation of the Quality Measurement System in the team, reduced escalations and enhanced client satisfaction (The team was appreciated in the All Hands Meeting held in Palo Alto, CA (Sep 2006), attended by the top level management of HP including the then CEO of HP).

Team Leader - Operations

Hinduja Global Solutions

Successfully managed teams that provided inbound (voice) technical / help desk support and Non voice projects for a broadband service provider
Voted as the best Team Leader for 2 consecutive months in 2004
Recognized as a Part of the team, engaged in successful transition of the Order Administration and Tier 1 technical support processes.

Vice President & Director on the board

Cambridge University Press & Assessment

- Current

Serving as the Head of India Operations Centre (IOC) for Cambridge University Press & Assessment (CUPA) at the Tech Mahindra facility in Hyderabad
I also serve as the Director on the board of the India entity
Leading all key functions including Operations Delivery, IT, Operations Inventory, HR, Recruitment, Finance & Accounting, and Facilities & Administration within a Build, Operate, and Transfer (BOT) model, with six Senior Managers reporting directly to me
Overseeing the end-to-end functioning of processes and identifying areas for improvement to enhance customer satisfaction and operational efficiency
Building and maintaining strong relationships with business stakeholders to identify opportunities for new skill development
Leading initiatives to mitigate operational risks, ensure compliance, and elevate the overall quality of service delivery
Developing execution roadmaps focused on reducing operational costs and optimizing resource utilization for increased profitability
Managing existing contracts and developing new contracts with Tech Mahindra for effective delivery of services
Conducting regular performance appraisals to support team and individual performance management, and implementing targeted action plans for improvement
Streamlining IT service delivery and procurement processes in collaboration with CUPA and Tech Mahindra IT teams, while fostering trust with new verticals (Academic & Education) and encouraging them to outsource work
Achieved savings of close to GBP 50 million for the parent organization (CUPA)
Developed and established the publishing vertical for Tech Mahindra
Steered efforts in driving and managing the recruitment of the targeted skillsets for Wave 1, Wave 2 and Wave 3 for the pilot
Appointed as the first hire with the mandate to scale operations to a 3-digit workforce by collaborating closely with Business Heads, IT, Legal, Finance, Recruitment, and HR
Successfully achieved this target in alignment with CUPA management's expectations
The operations now exceed 600 employees, with further growth plans underway
Started initially with a vision to provide administrative support to the operations in UK, the scope of the operations moved to managing core publishing tasks because of the value and potential of the operations in India
Played a key role in streamlining the invoicing process by establishing new & unique cost centres for different teams by liaising with AP & AR teams of CUP and Tech Mahindra
Achieved 20% savings reported year on year for the last 9 years
Developed niche skills which resulted in high complex work to be outsourced to IOC
Delivered Green SLAs consistently for the last 9 years.

Education

BE - Telecommunication

MVJ College of Engineering, Bangalore, Karnataka

Skills

Operations Management

Process Management

Quality Management

Service Delivery Management

Process Excellence

SOP / SLA Management

Stakeholder Management

Customer Relationship Management

Team Management

Team player & Communicator

Motivational Leadership

Thinker & Problem Solver

Adaptability

Self-Awareness

Decisiveness

Soft Skills

Personal Information

Date of Birth: 08/31/78

Training

PMP (Project Management Professional) training, PMI Chapter Pune, Pune, Maharashtra, 11/01/12
Six Sigma Green Belt Training - DMAIC Methodology, Hewlett Packard, Bangalore, Karnataka
Process Management DMO (Define, Measure, Operate) Methodology, AXA Business Services, Bangalore, Karnataka

Timeline

Head of production for the Premedia vertical - Crest Premedia Solutions Pvt. Ltd.

Assistant Manager - Operations - AXA Business Services Pvt. Ltd.

Assistant Manager – Operations - Hewlett Packard

Team Leader - Operations - Hinduja Global Solutions

Vice President & Director on the board - Cambridge University Press & Assessment