Anil Joseph Thomas
Service Delivery Manager
Hyderabad,Telangana
Summary
Highly accomplished Service Delivery Manager with over two decades of experience overseeing top-performing teams and streamlining call center operations. Recognized for consistently enhancing client satisfaction, decreasing call resolution times, and establishing successful training initiatives. Skilled in leadership, emphasizing staff growth and performance optimization. Seeking a dynamic opportunity as a Service Delivery Leader to further drive operational efficiency and customer satisfaction. Demonstrated success in revenue generation and surpassing objectives. Eager to tackle fresh challenges and elevate service delivery standards.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Service Centre Manager
ADP Pvt Ltd
Hyderabad, Telangana
11.2006 - Current
- Leading a team of 185 professionals and leaders to drive business results, ensuring a seamless client experience through operational excellence and strategic workforce management.
- Oversee operations across five functional groups, ensuring seamless coordination, streamlined workflows, and adherence to SLA timelines.
- Proactively identify and resolve operational challenges to meet deadlines, enhance efficiency, and improve overall performance.
- Monitor and optimize call center operations, tracking system performance and implementing solutions to enhance service delivery.
- Develop and implement quality assurance protocols to maintain service excellence and minimize errors.
- Collaborate with the Talent Acquisition team to assess hiring needs, refine recruitment processes, and secure skilled talent efficiently.
- Work closely with the Workforce Management (WFM) team to develop data-driven staffing strategies, aligning resources with forecasted volumes for optimal efficiency.
- Maintain continuous communication with direct reports to ensure smooth business operations and alignment with organizational objectives.
- Partner with key stakeholders to implement strategies that elevate associate engagement, client satisfaction, and overall business efficiency.
- Foster a culture of continuous improvement, empowering teams to contribute to SIG (Simplify, Innovate, Grow) culture and WAO (Win as One) goals.
- Lead cross-functional initiatives to streamline workflows, reduce touchpoints, and enhance operational efficiency.
- Analyze operational data to identify trends, optimize performance, and drive cost reduction efforts.
- Provide strategic insights to U.S. counterparts, offering data-driven recommendations to support business growth.
- ADP is a global leader in cloud-based Human Capital Management (HCM) solutions, offering integrated HR, payroll, talent management, time tracking, tax, and benefits administration. As a leader in business outsourcing services, analytics, and compliance expertise, ADP supports organizations in optimizing workforce efficiency and driving business success.
- By driving a high-performance culture centered on innovation, efficiency, and engagement, continuously enhance operational effectiveness, elevate service quality, and strengthen business outcomes.
Process Associate
Ivy Comptech Pvt Ltd
Hyderabad
01.2005 - 11.2006
- Provided offshore services to Party Gaming, including Transaction Support, Risk & Credit Management, Payments & Resolutions, Customer Service, and Gaming Investigations.
- Managed Payments Processing (Inbound - Voice) process.
- Led Collections (Outbound - Voice) process.
- Handled payments, charge backs, collections, online wallets & ACH.
- Ensured consistent process understanding between client and organization.
- Prepared and compiled weekly/monthly MIS reports on process and productivity.
- Ensured adherence to outlined SLAs.
- Identified areas for associate development through regular assessments.
- Mentored and coached new hires to facilitate learning curve progression.
Collections Officer
E-Serve International - Citi Bank NA
10.2003 - 01.2005
- Liaised with field representatives to manage delinquent accounts and collect overdue amounts.
- Collaborated with sales, accounting, and legal departments to streamline debt recovery efforts.
- Developed and implemented strategies for effective debt collection.
- Negotiated repayment plans with debtors via phone and provided clear explanations of options and legal requirements.
- Utilized publicly available databases and skip-tracing techniques to locate debtors.
- Conducted background checks and verified debtor information, including employment and financial status.
- Maintained electronic and hard copy records of payment plans, amounts paid, and communications with debtors.
- Escalated complex cases to management when necessary.
- Ensured compliance with financial laws and regulations governing debt collection.
- Managed Credit Card Collections process at E-Serve International Ltd. (formerly known as Citicorp Securities & Investments Ltd.) which was rebranded as CitiGlobal Services in 2006.
- Significant Contributions
- Language Line Support
- Improved efficiency (Reduction in AHT, ACW, Hold Time, Transfer calls)
- Improved associate experience
- Delivered high-touch and more personalized experience to Clients
- Positive impact on service levels
- Over $100K savings every year
- Online Termination
- Seamless Digital Workflow: Simple, intuitive, and easy to use in MyADP
- Reduced Service Calls: 10% year-over-year decrease in termination-related calls
- Less Paperwork: Significant reduction in paper form submissions
- High Impact: Enhancing Associate Experience (AX), Client Experience (CX), and overall efficiency
- Cost & Resource Savings: Optimizing Full-Time Equivalent (FTE) and financial resources
- Significant Call Reduction: 36% drop in termination calls, accounting for 3.8% of total call volume
- Knowledge Management & Upskilling
- Ongoing Hiring & Onboarding: Ensuring a steady talent pipeline
- Training & Skill Development: Focused on critical competencies
- Collaboration Across Teams: Aligning Ops, Training & Quality to drive key initiatives
- Strategic Assessment: Conducted SWOT and gap analysis to identify areas for improvement
- Performance Management
- New Hire Support: Strengthened NH touchpoints for smoother transitions
- Performance & Quality Enhancement: Revamped PMS scorecard and quality metrics
- CX-Focused Engagement: Launched contests to drive Client Experience excellence
- Data-Driven Improvement: Conducted DSAT analysis with regular follow-ups
- Impactful Results
- OSAT score improved from 79.7 to 87.9
- Quality Scores improved from 91.6% to 92.8%
- Received 86 Client Appreciations
- ZERO E&O & Security Incidents
- Award for Excellence (AFE)
- 07/2017 Overall Business Performance (Runner Up) - RS India Service
- Best-In-Class Performance in all critical metrics
- Strong Associate Engagement & Retention: 90% +
- All green on Dashboard KPI's - ABA%, ASA, Client Experience
Education
Bachelor of Commerce - undefined
St. Josephs Degree College
01.2003
Certification
- CBTL (ADP Internal), 2009-12-01
- ASPPA, 2012-05-01
- MDP (ADP Internal), 2013-01-01
Significant Contributions
- Improved efficiency (Reduction in AHT, ACW, Hold Time, Transfer calls).
- Improved associate experience.
- Delivered high-touch and more personalized experience to Clients.
- Positive impact on service levels.
- Over $100K savings every year.
- Seamless Digital Workflow: Simple, intuitive, and easy to use in MyADP.
- Reduced Service Calls: 10% year-over-year decrease in termination-related calls.
- Less Paperwork: Significant reduction in paper form submissions.
- High Impact: Enhancing Associate Experience (AX), Client Experience (CX), and overall efficiency.
- Cost & Resource Savings: Optimizing Full-Time Equivalent (FTE) and financial resources.
- Significant Call Reduction: 36% drop in termination calls, accounting for 3.8% of total call volume.
Timeline
Service Centre Manager
ADP Pvt Ltd
11.2006 - Current
Process Associate
Ivy Comptech Pvt Ltd
01.2005 - 11.2006
Collections Officer
E-Serve International - Citi Bank NA
10.2003 - 01.2005
Bachelor of Commerce - undefined
St. Josephs Degree College