Anish John
Bangalore
Summary
Versatile Senior Manager specializing in Operations and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Manager Ops.
Invensis Technologies Private Limited
08.2022 - Current
- Handle multiple clients across different verticals (Healthcare, Factoring, Finance & Accounts)
- Overview the projects and conduct regular meetings with the Internal & External stakeholders to address project challenges and requirements
- Lead the service delivery team, manage conflict, and ensure the team's processes and tasks are carried out efficiently
- Identify synergies for new scope of work with the clients and provide value-added solutions to the clients
- Work with AMs and Team leaders to coordinate with 100+ associates working from office and WFH to meet the delivery
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Produced staffing matrix to provide adequate coverage of department.
- Provided strong leadership to enhance team productivity and morale.
Service Delivery Manager
Cognizant Technology Solutions
04.2022 - 08.2022
- Managed critical Service Level Agreements / metrics as decided with the client
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Handled a team size of 120 resources in 2 locations (Bangalore & Chennai)
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Achieve Financial goals for the business
- Effective forward planning in terms of process delivery, people & client engagement
- Analyze & optimize key cost drivers
- Identify opportunities for business development
- Coordinated new hire recruitment, training and development.
Team Manager
Cognizant Technology Solutions
01.2019 - 04.2022
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Evaluated employee performance on monthly basis and coached and trained team members, increasing quality of work and employee motivation.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Coordinated team collaboration to share ideas and build best practices.
- Facilitated meetings to communicate team performance goals and results.
- Delegate works to the seniors based on their expertise and provide additional training for the associates to improve their skills
- Perform and engage employment engagements like Fun Friday and cultural activities.
Team Leader
Cognizant Technology Solutions
06.2015 - 12.2018
- Managed a team of 22 FTE
- Mentored and guided employees to foster proper completion of assigned duties.
- Provide Team updates and send MOM for internal & external meetings
- Send productions reports and address the team's performance on the client calibration calls
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Delegate works to the seniors based on their expertise and provide additional training for the associates to improve their skills
- Perform and engage employment engagements like Fun Friday and cultural activities.
Process Specialist
Cognizant Technology Solutions
06.2013 - 06.2015
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
- Prioritized initiatives to increase success rates of strategic projects.
- Identify root cause, provide CAPA & prepare error analysis
- Share Quality reports periodically to the individuals & the teams
- Mentor the trainees and guide them to reach the steady state
- Assess the process knowledge and organize process refreshers to the low skilled associates.
Senior Process Executive
Cognizant Technology Solutions
02.2011 - 06.2013
- Handle inbound calls (120 calls/day)
- Assist in call queue monitoring to avoid call abandonment
- Assist the new associates with the call handling skills
- Cross trained for multiple line of business based on the quality work provided.
Senior Process Executive
Allsec Technologies
04.2007 - 01.2011
- Awarded 'caller of the year - 2010' for being a consistent top seller
- Achieved the merit of top seller consistently
- Assisted the new associates with the call handling skills.
Education
BA ENGLISH LITERATURE -
TAGORE ARTS COLLEGE
05.2007
Skills
- Advanced MS Office (Excel, PowerPoint & Word)
- Excellent Communication skills
- Internal & External Stakeholder Management
- Data Analytics
- Power BI
- Lean Six Sigma Quality
- Talent Development
- Resource Allocation
- Strategic Planning
- Cross-Functional Collaboration
Accomplishments
- Simplified the remittance preparation for Finance & Account project (Savings of 4 hours/day).
- Achieved a high time Net Provider Score of 5/5 for the year 2020 -21.
- Achieved the Lean Six Sigma Green Belt certification for process improvement ($136K savings)
- Recommended the implementation IVR (3FTEs Reduction)
- With the combined help of the process excellence team enhanced the application and automated manual request. (10 FTEs Reduction).
- Increased the team Head Count by 5 FTEs with a downstream process suggested to the client.
- Has never missed any SLAs of the project.
- With the help of process excellence team, created an automation tool to consolidate multiple spreadsheets to identify the tasks worked and tasks moved without working.
Certification
- Lean Six Sigma Green Belt Certified.
Languages
English
Advanced (C1)
Hindi
Upper intermediate (B2)
Tamil
Upper intermediate (B2)
Malayalam
Intermediate (B1)
Timeline
Senior Manager Ops.
Invensis Technologies Private Limited
08.2022 - Current
Service Delivery Manager
Cognizant Technology Solutions
04.2022 - 08.2022
Team Manager
Cognizant Technology Solutions
01.2019 - 04.2022
Team Leader
Cognizant Technology Solutions
06.2015 - 12.2018
Process Specialist
Cognizant Technology Solutions
06.2013 - 06.2015
Senior Process Executive
Cognizant Technology Solutions
02.2011 - 06.2013
Senior Process Executive
Allsec Technologies
04.2007 - 01.2011
BA ENGLISH LITERATURE -
TAGORE ARTS COLLEGE
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