Ashwini R
Bangalore
Summary
Accomplished Operations Manager at Infosys BPM Pvt. Ltd., I excel in operational management and high-impact communication, significantly enhancing team performance and customer satisfaction. Expert in process documentation and KPI tracking, I led initiatives that reduced operating costs and maintained over 100% accuracy in transactions, showcasing my problem-solving and analytical thinking skills.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Operations Manager
Infosys BPM Pvt. Ltd.
Bengaluru
12.2023 - Current
- Currently managing an HRO process for a UK client since June 2020.
- Successfully leading a team from the steady state and stabilization stage.
- Organizing and leading cross-functional solution team activities to ensure that all deliverables meet the customers' needs.
- Ensuring proper resource deployment, including team size, span, shift utilization, skill sets, technology rollout, and ongoing monitoring for specific processes in order to ensure budget and pricing assumptions are compliant and met.
- Preparing the service quality plan, including the quality control, assurance, and improvement at the process level, in order to create a comprehensive quality program for a specific process.
- Monitoring the daily dashboard, conducting daily huddles, and weekly SLA reviews with the team, and providing guidance and support in order to ensure consistent and predictable delivery.
- Resolving escalations from the process owners in order to ensure a strong customer relationship is achieved.
- Ensuring compliance with the Knowledge Management system for mentoring, coaching, and training of team leads and operation teams to ensure awareness and preparedness for changes, diagnosing the gaps in the existing process, and identifying opportunities for improvement and implementation of reengineering initiatives in order to meet client and internal commitments on a continuous basis.
- Demonstrate in-depth knowledge of the client industry and business indicators to define a process that brings value to the.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Measured and reviewed performance via KPIs and metrics.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Worked effectively in team environments to make the workplace more productive.
Assistant Manager
Infosys BPM Pvt. Ltd.
Bengaluru
07.2021 - 11.2023
- My role progressed from Team Leader to Assistant Manager, along with additional responsibilities.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- I was given an opportunity to manage the client escalation process, which was critical after my maternity leave. I took it as a challenge and dedicatedly worked to stabilize the process with proper control measures, converting dissatisfied customers into happy customers by providing on-time resolutions.
- I was also given Flex working and family leave processes to stabilize them and make them BAU by clearing the backlogs, which were also successfully managed with team support within the given time.
- Managed daily, weekly, monthly, and quarterly reports based on the team performance, and handled escalation calls with customers to discuss and meet the deliverables in a timely manner.
- Managed teams' monthly one-on-one and appraisal discussions, setting performance goals and KPIs by guiding the associates to grow and achieve in their careers for the long run.
Team Leader
Infosys BPM Pvt. Ltd.
Bengaluru
10.2018 - 06.2021
- I was promoted to a team lead while supporting the E2E talent acquisition activities for Australia's top telecommunications company.
- Handled a team size of 11, providing continuous support, guidance, and monitoring of the performance.
- Sourced, qualified and conducted screening interviews with job candidates.
- Selected qualified job applicants or referred to managers to make hiring recommendations.
- Maintained and updated organizational charts, employee handbooks or performance evaluation forms.
- Hired employees and processed hiring-related paperwork.
- Developed interview questions tailored to specific job roles.
- Conducted initial phone screens of potential candidates to assess their qualifications.
- Coordinated onboarding activities for new hires including background checks and drug tests.
Process Specialist
Infosys BPM Pvt. Ltd.
Bengaluru
10.2015 - 09.2018
- I got an opportunity internally within Infosys to support an Australian telecommunications company.
- My role was to work closely with clients and prepare the process documentation after that, I worked on SOPs.
- I traveled to Sydney for knowledge transfer from clients, and I successfully transferred the business back to India and stabilized it.
- Post-stabilizing, my role was to support and manage the end-to-end talent acquisition activities, and build rapport with the customers by delivering the best service.
- Developed and implemented innovative talent acquisition strategies to attract and retain top talent.
- Reviewed referral candidates and contacted qualified individuals to request applications.
- Negotiated job offers and terms of employment to secure top candidates.
- Built and maintained a strong talent pipeline through proactive market research and ongoing relationship management.
- Coordinated interviews between hiring managers and potential candidates; scheduled meetings as needed.
- Conducted initial phone screens and coordinated interview schedules with hiring managers.
- Hired employees and processed hiring-related paperwork.
- Posted positions on job boards, media and alternate sourcing channels to attract diverse talent pool.
- Liaised with senior management staff on recruitment strategies for improving efficiency within the Talent Acquisition function.
- Developed job postings and worked with internal teams to ensure accuracy of job descriptions.
- Prepared offer letters for successful applicants according to established guidelines.
- Managed the onboarding process for new hires including completing all necessary paperwork, organizing orientation sessions, and providing support during the transition period.
- Conducted exit interviews and completed employment termination paperwork.
- Addressed harassment allegations, work complaints or other employee concerns.
- Organized training programs or workshops for new employees in order to orient them with the organization's policies and procedures.
Senior Process Executive
Infosys BPM Pvt. Ltd.
Bengaluru
10.2013 - 09.2015
- I was promoted to Senior. I was a Process Executive and was responsible for managing current role responsibilities. Along with that, I was also responsible for guiding and supporting the team members, performing pre- and post-fact audits, and maintaining the daily performance tracker for the team.
- Maintained up-to-date records of applicants' data in applicant tracking systems.
- Provided administrative support for the recruitment team, including document preparation.
- Responded promptly to inquiries from prospective applicants regarding open positions.
- Monitored performance of newly hired staff members during probationary periods.
- Organized and maintained applicant tracking systems, including entering data into the system and updating information as needed.
- Provided training to staff members on accounting principles, procedures, and best practices.
- Applied audit fundamentals to identify risks and develop action plans.
- Cross-trained employees, enabling completion of priority tasks during personnel absences.
- Designed internal control policies to improve audit scores.
Process Executive
Infosys BPM Pvt. Ltd.
Bengaluru
06.2012 - 09.2013
- I started my career with Infosys BPO Ltd. (which was later renamed as IBPM) as a Process Executive.
- I was responsible for managing post-hire recruitment activities, such as performing BGV checks, generating offer letters for the selected candidates, tracking the employee database, etc.
- I was also involved in notifying the rejected candidates (RAI), and updating the details in the database system for future reference.
- Later, I was given an opportunity to manage scheduling, calling the candidates, and scheduling the interviews based on the hiring manager's and the candidates' availability, along with existing responsibilities.
- Conducted process training and mentored the new team members.
- Built relationships with customers by providing friendly customer service.
- Maintained 100% accuracy in the transactions processed, and regularly met the client deliverables.
Education
Bachelor of Science - Physics, Mathematics And Computer Science
Jyoti Nivas Autonomous College
Karnataka, India04-2012
Skills
- Self-confident, and reliable
- High impact communication
- Process documentation (SOP creation)
- Data analysis and reporting
- Teamwork and Operational Management
- KPI tracking
- Performance management
- Staff recruitment and training
- Quality assurance controls
- Problem-solving
- Budget management
- Time management
- Analytical thinking
- Coaching and mentoring
Certification
- Completed certification courses related to HRO Domain and Situational leadership.
- Lean Accelerator and Lean Practitioner related to Quality.
Hobbies and Interests
- Travelling
- Connecting with people and increase the friends circle
- Interested to learn new things and listening to Music
Notable Accomplishments
- Lean Six Sigma Yellow Belt certified and through process improvement delivering a saving to the organization over a 12-months period.
- Identified opportunities and leading two Lean Six Sigma Green Belt projects (RPA) in the previous project.
- Traveled to Australia for the knowledge transfer and successfully transitioned the HRO process- Talent Acquisition from a top Telecommunication Company in Australia and stabilized the process in Infosys India.
- Streamlined the KPIs for the recent process and changed the Operating Model to meet the Client’s deliverables effectively.
- Earned the Best Performer Award and 5 Spot Awards for performance excellence, twice HPI (High Performance Incentive) and twice I-Star Award from Infosys for stabilizing the HRO process in very short duration.
- Received the Effective Leadership Award and Best Individual Performance Award twice and an Annual Award (Free trip to Australia) from Client in reengineering business processes and leading the current Team successfully with meeting all SLAs.
- Recognized by the Infosys management for the Best performance and ensuring zero attrition of team members over extended period.
- Implemented process improvements and improved operating model to improve CSAT (VOC) from 55% to 87% on a scale of 80%.
- Successfully Implemented automation tools in various processes resulting in improved Team quality and the customer satisfaction scores.
Affiliations
- Best Performer Award recognizing exceptional contributions and achievements
- Achieved 5 Spot Awards recognizing Performance Excellence
- High Performance Incentive (HPI) Award, received on two occasions for outstanding contributions
- Awarded the I-Star Award (Infosys Star) by Infosys twice for rapidly stabilizing the Human Resources Outsourcing (HRO) process
- Best Individual Performance Award – Achieved twice
- Client-Sponsored Annual Award for Team Leadership and Process Stabilization - Achieved a trip to Sydney, Australia for meeting all Service Level Agreements
- Recognized by Infosys management for outstanding performance and maintaining zero attrition among team members over an extended period
- Recognized with the Long Service Award for four years of committed customer engagement
Timeline
Operations Manager
Infosys BPM Pvt. Ltd.
12.2023 - Current
Assistant Manager
Infosys BPM Pvt. Ltd.
07.2021 - 11.2023
Team Leader
Infosys BPM Pvt. Ltd.
10.2018 - 06.2021
Process Specialist
Infosys BPM Pvt. Ltd.
10.2015 - 09.2018
Senior Process Executive
Infosys BPM Pvt. Ltd.
10.2013 - 09.2015
Process Executive
Infosys BPM Pvt. Ltd.
06.2012 - 09.2013
- Completed certification courses related to HRO Domain and Situational leadership.
- Lean Accelerator and Lean Practitioner related to Quality.
Bachelor of Science - Physics, Mathematics And Computer Science
Jyoti Nivas Autonomous College
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