Arnold Sebastian John

• Managing people and process across multiple geographies, developing strong performing teams, set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real-time service levels and schedule adherence, and holding the team accountable for meeting and exceeding site skill delivery targets.
• Business financials and projections, along with creating opportunities for expansion of market share in the existing business and new verticals.
• Owner for flexibility and efficiency-related initiatives goals at the site and initiate best practice sharing at a global level while Managing workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team. Participate in business leadership (VP’s, EVP’s) meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization.
• Challenge existing processes where they do not align with the Target Operating model and suggest solutions to bring efficiencies in the process, and maintain strong culture of control and conduct to ensure risk is managed proactively and all process have robust business resiliency which is reviewed and tested periodically along with LoB and risk partners. Understand the cost of operations and continuously look at opportunities to drive the cost down without impacting the deliver.
• Setup right mechanisms like WBR's, MBR's , QBR's to measure business performance and define clear call to actions for identified opportunities. Understanding opportunities to use technology to automate processes that improve experience, efficiency and productivity for end customers, vertical owners and the ground operations teams across all levels - senior leaders, technical teams, finance, fulfillment, and business leaders.
• Overall accountable for the oversight and day to day SLA management, Quality Control, Compliance Governance and Audit Readiness. Lead operations and support functions across sites to ensure service delivery is undertaken to the required enterprise operations & controls standards to meet the business expectations. Ensure collaborative relationship with business partners and key stakeholders to review performance, priorities, and other business initiatives.
• Drive the team towards continuous process improvements, identifying opportunities for increasing productivity, efficiency, accuracy and improving controls and where ideas to eliminate waste are encouraged.
• Build a strong operations rhythm where meritocracy and positive behavior is rewarded, there is adequate talent management and succession planning, and staff are encouraged to learn and grow.
• Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.
• Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
• Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.

• Identifying and defining the scope of proposed venture, thereafter chartering progressive path for future.
• Planning and sequencing resources, schedule, time, cost to build a proposed budget and timeline chart.
• Identifying conceptual risk and defining support resources to monitor, manage and report within the scope.
• Business and Strategic partnering with vendors/clients to understand in build venture interoperability and probability. This leading to the future scalability of the venture.
• Controlling output quality and compliance in accordance with the contractual agreement.
• Facilitating commitment and productivity, removing obstacles, and motivating team members.
• Aligning projects to business goals, managing stakeholders, and communicating project status, milestones, and unexpected difficulties effectively.
• Achieving set deliverables with defined BCP structure.
• Analyzed problematic areas to provide recommendations and solutions.
• Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.
• Conducted meetings with clients to determine project intent, requirements and budgets.
• Supported clients with business analysis, documentation and data modeling.

• Leading BRI (Buyer Risk Investigations) team for Amazon to cater Global Online Buyers to reduce financial fraud/money laundering/unauthorized purchases/bad debt $ 250 million/ year through Backend Investigations/Voice verifications from source of payment/Mail processes.
• Bridging gap between GPO (Global Process Operations) and Ops Analytics for efficient Scaling of the AI Codex using BFA (Buyer Fraud Analytics) on incoming volume, influx of Quality and Compliance.
• Set appropriate operational and people goals for the team at all levels and holds them accountable; Owns processes, staffing, metrics and business updates for the function.
• Proactively identify tool and system requirements that reduce operational defects. Ensures impact and benefit-driven prioritization of process excellence projects through Kaizens and JDIs (People, Project & Technology). Prepare/ plan objectives/ goals for next year.
• Work with inter-functional teams to streamline processes. Identify and drive process excellence along with Program and Tech teams
• Budgeting for team Rewards and Recognition, engagement activities, bids and proposals for contracts
• Work with MIS specialist in building performance management dashboards and abuse dashboards for better HC utilization
• Draft and present Business performance for all functions with Global Leadership, along with plans/projection for future optimization of deliverables.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Conducted research, gathered information from multiple sources and results.
• Proved successful working within tight deadlines and fast-paced atmosphere.

Team Size: 300+

• Managing multiple lines of business in sales and supports, customer service in voice and non-voice domains with over 250+ FLA (120 WFH and 130+ In-house)
• Ownership of business development, financial accounting (Core & support functions)
• Control and implementation of BPMS (Business Process Management System), GOS (Global Operating System) and BCP (Business Contingency plan)
• Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.
• Responsible & accountable for the coordinated management & execution of projects directed towards strategic business & other organizational objectives
• Designed and implemented several reporting procedures to improve client sat and SLA management through forecasting, resource and capacity planning, depending on client’s and business requirements
• Administered technical & administrative operations in the department ensuring 100% efficiency & meeting all individual & group targets
• Design process / product validation study, with had direct impact on customer satisfaction and productivity through key MIS, identifying areas of non-compliance, fte + bench ratio on a process-by-process basis and ensure adequate staffing based on process requirement, attrition trends, process complexity etc
• Work with the HR team on rolling out performance management programs, HR policies, retention plans, etc
• Drive DOD performance on metrics and build customer/ client driven environment alongside building high performing teams by selecting the right team members and providing the team with appropriate direction, empowerment, resources, training, feedback and rewards
• Ensure preparedness to audit and leverage six sigma tools to drive revenue, reduce costs and add value to the customer
• Influence decisions using demonstrated business/ functional knowledge in the given field, while balancing risk and reward
• Ensure that action is taken on the gaps identified by the internal audit team and are bridged at the earliest
• Resolve all people issues escalated by the manager determine their satisfaction levels & identify means of positively impacting the same
• Appraise team leaders, create a development plan and identify training needs
• Demonstrate strong customer service ethic in the team through active communication, regular updates & meetings
• Escalate issues that have larger organizational impact in a timely manner of refit projects

• Worked for prestigious projects like: British telecom (UK’s largest telecom network) - order line
• Supervising (handling escalations, floor-walking)
• Training (new-hire and refresher on both process, procedure and telephone etiquette)
• Mentoring a team of 15-20 agents (1 on 1s & real-time quality feedbacks)
• Maintaining team reports (metrics, updating leave, shift, and attendance reports etc.)