Anand Pallikkara
Chennai
Summary
Vice President with extensive experience in strategic planning and financial management. Expertise in driving operational improvements that enhance productivity and profitability. Proven ability to build strong relationships with stakeholders and deliver impactful business results. Recognized for innovative problem-solving and effective communication skills.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Vice President of Vendor Management & Governance
Citi Corp Services Pvt LTD
Chennai
08.2023 - Current
- Monitored and analyzed vendor performance against key performance indicators and contractual obligations.
- Conducted regular business reviews with key suppliers to discuss performance and future planning.
- Served as central contact for all vendor communications and relationship management activities.
- Ensured compliance of all vendors with regulatory requirements, company policies, and industry standards.
- Collaborated with finance department to manage vendor invoicing, payments, and budget tracking.
- Identified and resolved vendor disputes promptly and effectively.
- Executed strategic plans to align operations with organizational vision.
- Maintained relationships with stakeholders through meetings and timely responses to inquiries.
Asst. Vice President of Operations
Citi Corp Services Pvt LTD
Chennai
01.2018 - 07.2023
- Promoted digital platform through online support and navigational assistance via Citi Live Person Chat for North America Credit Card and Retail Bank customers.
- Monitored daily operational activities, troubleshooting issues efficiently as they arose.
- Provided guidance during critical incidents impacting business continuity, implementing corrective actions to minimize disruptions.
- Analyzed data to evaluate service levels provided by operations team, recommending enhancements based on insights.
- Managed training programs for operations personnel, developing onboarding materials and job-specific competency courses.
- Collaborated with departments to align operational objectives with companywide goals.
- Created business process flows to pinpoint improvement opportunities and process deficiencies.
- Determined performance goals and devised strategies for achieving key milestones.
Manager - Work Force Management
CitiPhone India
Chennai
04.2014 - 01.2018
- Tracked country service levels and executed business continuity plans effectively.
- Monitored adherence to service level objectives and provided real-time guidance.
- Analyzed volume arrival patterns to optimize staffing based on fluctuations.
- Conducted performance audits against established goals for accuracy and compliance.
- Maintained a comprehensive database of employee schedules and attendance records.
- Collaborated with department leaders to develop strategic workforce plans.
- Handled schedule-related requests, including PTO, shift swaps, and overtime efficiently.
- Recommended process improvements for scheduling, attendance, and hiring practices.
Assistant Manager of Operations
CitiPhone India
Chennai
07.2012 - 04.2014
- Analyzed operational data, identifying trends and recommending process improvements.
- Facilitated cross-departmental meetings to align operational goals with organizational objectives.
- Implemented training initiatives to enhance team knowledge on operational best practices.
- Developed and monitored key performance indicators to assess team effectiveness.
- Conducted performance evaluations for team members, recommending promotions and development opportunities.
- Monitored daily operations for efficiency, accuracy, and compliance with policies.
- Coached employees to collaborate effectively in achieving service objectives.
- Resolved customer complaints with efficiency and professionalism.
Assistant Manager of Quality Management
IBM Daksh
Chennai
02.2008 - 07.2012
- Evaluated new suppliers for compliance with company quality standards.
- Monitored key process indicators to assess quality objectives.
- Analyzed customer feedback and complaints to identify root causes and implement corrective actions.
- Participated in design reviews, ensuring adherence to engineering standards.
- Collaborated with cross-functional teams to enhance existing processes and develop new solutions.
- Created detailed reports on process performance, product defects, and quality issues.
- Ensured compliance of all Quality Assurance activities with relevant laws and regulations.
- Conducted internal audits to identify areas for process improvement.
Education
Bachelor of Commerce -
Calicut University
Kerala03.2006
Skills
- People management
- Quality assurance
- Workforce optimization
- Operations oversight
- Digital transformation
- Automation solutions
- Data analytics
- Voice operations management
- Non-voice operations management
Certification
- Certified in 'Business Process Management System' from IBM India COE.
- Certified in 'E-Basic Quality Training' from IBM India COE.
- 'Green Belt - Six Sigma' from RABQSA.
- Completed the HBX core course from Harvard Business School Online.
- Currently pursuing 'Advanced Certification in Data Analytics for Business' from IIT Madras.
Languages
English
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Malayalam
Native
Native
Hindi
Upper Intermediate (B2)
B2
Timeline
Vice President of Vendor Management & Governance
Citi Corp Services Pvt LTD
08.2023 - Current
Asst. Vice President of Operations
Citi Corp Services Pvt LTD
01.2018 - 07.2023
Manager - Work Force Management
CitiPhone India
04.2014 - 01.2018
Assistant Manager of Operations
CitiPhone India
07.2012 - 04.2014
Assistant Manager of Quality Management
IBM Daksh
02.2008 - 07.2012
Bachelor of Commerce -
Calicut University