Hi, I’m
Anantha Balla
Operations Manager
Hyderabad
Summary
A highly focused leader with career spanning over 17 years with excellent know how in Human Capital Management, HR operations, Talent Acquisition, and Banking domain. Expertise in establishing, transitioning and managing both small and large operations with key focus on improving service/ quality & service delivery to enhance customer experience. Rich experience in leading multifaceted team and focus on continual process re-engineering to improve operational efficiencies through automation technologies. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
16
years of professional experience
7
years of post-secondary education
Work History
Amazon Development Centre, India
Operations Manager (Manager II)- HR Operations, Recruiting Services
01.2022 - Current
Job overview
- Led the global recruitment services, in a fast-paced, complex operations environment, operating from 3 different locations (2 IND & 1 CRI), with site operations of 135+ associates
- Responsible for all aspects of India service delivery within the global HR shared services team
- Transitions- Completed 15 new work transitions (comprising 72 FTEs and 5 services)
- Developed Decision Tree using Articulate 360 - Decision Tree is a web-based support tool that breaks down SOP into a tree like model of decisions and possible outcomes
- Reduced time taken to navigate each SOP from 2.4 mins to 1.06 mins (80 + SOPs converted to Decision Trees)
- Collaborated with Technical team to launch CRM (Paragon tool) for Recruiting operations
- Automated end to end of work allocation eliminating SLA impacts
- FTE savings- -20+ FTE
- Liaised with Business Transformation team to drive innovation and process improvement leading to cost savings and FTE benefits of 25 FTE
- Achieve performance goals and objectives in line with the network wide vision and goals
- Responsibilities included strategic planning, people management, and development, business process re- engineering
- Created 'Employee Runway' program for associates transitioning to leadership roles
- Implemented full range of people practices in a business setting: goal setting, performance assessment and improvement, talent review and talent management, workforce planning, reductions in force, manager development
- Responsible for providing strategic level/long-term planning 3, 6, and 12 months out) including labor planning, rate forecasting, and peak season planning
- Identify and lead end-to-end projects with agility and timely completion
- Develop and guide a culture of talent development to meet business objectives and strategy
- Responsible for building a strong risk-aware/controls-focused operation and working closely with leaders in riving/implementing an effective, robust, proactive, and sustainable controls program to manage risks to the business.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
SourcePoint/FirstsourceBengaluru
Manager Operations
06.2021 - 01.2022
Job overview
- Handled team of 150+ associates (15 Team Leads & 3 Asst. Managers) across Hyderabad and Bengaluru locations
- Responsible to meet the forecasted revenue and P&L Management within US Bank
- Responsible to ensure that all the process/tasks are in line with the Guidelines of Investor, State statutory laws and Legal requirements
- (FNMA & FHLMC)
- Interfacing with Clients & Senior Leadership Teams and sharing various performance reports on daily, weekly & monthly basis
- Identify processes eligible for automation, prepare business charters, BRD and User cases
- Use data model techniques to forecast or predict volumes, capacity, customer behavior and Customer journey
- Responsible for testing on Regulatory compliance & Internal Business practices and manage client expectations
- Good knowledge of data mining and data aggregation to keep a check on the health of the process
- Review monitoring results, Inputs from business line, Regulators and Internal Audits
- Identifying the observations which violate compliance requirements and reporting the same to the Management
- Realizing process improvements, applying different six sigma tools & techniques in different business processes to enhance productivity & profitability.
Conduent Business Solutions IncVisakhapatnam
Manager Delivery
10.2018 - 06.2021
Job overview
- Managed 18 processes for a major US Bank dealing in Mortgage with 220+ employees, includes 3 Asst
- Managers, 6 Team Leads
- SLA Management – Ensuring the SLA’s are met for all processes/sub processes as per client expectations
- Responsible for oversight, direction and supervision of day to day operation, including proactive guidance, review of the team performance against the SLA, time management, etc
- Developed new service offerings based on detailed and documented insights of market and client needs
- Managed and maintained a structured analysis of target markets, clients, and documentation in the CRM system
- Provided market intelligence and feedback to global and regional teams on the market, industry, and competitors’ developments
- Built and maintained relationships with key contacts at potential clients, consulting companies and partners in order to get access to new opportunities
- Closely work with projects (Transitions) team to ensure end-to-end project lifecycle is completed
- On boarded 6 projects in collaboration with the transitions
- Work on contribution margin and net profit analysis on a monthly basis and drive to increase the overall profit of the organization
- Extensive experience in translating complex business needs into clear and concise Business Requirements Documents (BRD), Statement of work (SOW)
- Created/Reviewed Test strategies, detailed functional and system/integration test plans for web based and mobile based applications
- Experience in waterfall and agile-scrum delivery models
- Manage client relationship and front end with stakeholders to meet their expectations, handling over 45+ internal & external stake holders
- Identifying and mitigating any risks/issues that are foreseen as potential bottlenecks to the process.
Deloitte
Sr. Analyst
12.2009 - 10.2018
Job overview
- Monitored process analysis, documentation, problem resolution and recommendation phases of development projects related to National Records Management
- Executed customer service strategies
- Onboarding lead for new hires (preparation of new hire schedule and planning on the job training)
- Coaching and feedback to team members to enable them to improve their performance and focus on their career path
- Supported continuous improvement activities including business process improvements, process and cost effectiveness and efficiency
- Lead for change management efforts pertaining to records management
- Collaborated with US management to coordinate projects which involve planning, strategy building, execution, resource management and quality control
- Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion
- Delegate tasks and responsibilities to appropriate personnel
- Manage, monitor and motivate the project team members throughout the project
- Lead project trainings
- Support continuous improvement activities including business process improvements, process and cost effectiveness and efficiency
- Lead change management efforts pertaining to records management
- Monitor compliance with Records Management Services (“RMS”) established business processes as per PCAOB, SOX and GARP, Office of General Counsel ('OGC') guidelines
- Coordinate content management and development in SharePoint
- Used SharePoint as a repository to publish reports and SOPs, QRGs, Knowledge Documents available to stakeholders and project teams
- Produce weekly, bi-weekly and monthly status reports to senior management, stakeholders and clients
- Develop best practices and tools for project execution and management.
HSBC Global Resourcing
Customer service Executive
11.2008 - 12.2009
Job overview
- Card and cross selling card protection insurance to customers who are eligible
- Solving their queries regarding their Credit Cards and Mortgages
- Interact amicably with customers, provide continuous support and provide solution to the customer
- Top seller and top performer consecutively for many quarters
- Had been responsible for resolving of complaints and made sure that they are resolved in given time
- Had been responsible for training new recruits in their learning curve period
- Had received accolades from business area for being the best cross-seller for PPI and for being top performer recently for the month of
- Tracked results of various promotional campaigns by gathering feedback from customers and recommended areas of improvement.
Education
Majhighariani Institute of Technology and Science
B.Tech from Electronics and Communication
05.2000 - 05.2007
Sri Chaitanya Jr. College
High School Diploma
05.1998 - 05.2000
Skills
Talent Acquisition
Additional Information
Won SPOT awards from stakeholders for best performing team member., Created 34 Brainshark programs in 15 days, Won APPLAUSE award for Service Excellence Recognized for change management activities during Legacy migration to new system Recognized for process re-engineering efforts in Centralized Search and Request business process
Timeline
Operations Manager (Manager II)- HR Operations, Recruiting Services
Amazon Development Centre, India
01.2022 - Current
Manager Operations
SourcePoint/Firstsource
06.2021 - 01.2022
Manager Delivery
Conduent Business Solutions Inc
10.2018 - 06.2021
Sr. Analyst
Deloitte
12.2009 - 10.2018
Customer service Executive
HSBC Global Resourcing
11.2008 - 12.2009
Majhighariani Institute of Technology and Science
B.Tech from Electronics and Communication
05.2000 - 05.2007
Sri Chaitanya Jr. College
High School Diploma
05.1998 - 05.2000
Similar Profiles
Uday KiranUday Kiran
- at Amazon Development Centre India Pvt Ltd- at Amazon Development Centre India Pvt Ltd
Keerthana BalasamyKeerthana Balasamy
Virtual Customer Service Associate at Amazon Development Centre (india)Private LimitedVirtual Customer Service Associate at Amazon Development Centre (india)Private Limited
Anil Kumar PollaAnil Kumar Polla
Operations Support Expert at Amazon Development Centre India Pvt LtdOperations Support Expert at Amazon Development Centre India Pvt Ltd