Charles Phin Kadiam
Bengaluru
Summary
People Manager with more than 24 years of experience having Core Competency in IT Operations Management, People Management, Vendor & Stakeholder Management. Proficient in managing teams for strategically running successful Projects & Operations. People Management Vendor & Stakeholder Management. Handled successful Project migrations and capacity building. Good analytical, planning and co-ordination skills.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Vice President
ANZ Banking Group
03.2018 - Current
- Operational Management, Compliance & Governance of Vendors.
- Managing Service Operations of 1000+ Capgemini & Wipro Managed Services staff.
- Service Operations.
- Ensure Vendors deliver to the Contract.
- Managing Operational Challenges/Issues.
- Taking Critical Decision to ensure smooth Operations Management.
- Ensure Data-led approach for operational continuity & Service improvement.
- People Management
- Core Team 10 members.
- Management & Reporting of 1000+ Managed Service Staff
- Identify Cost Savings opportunities.
- Review Growth & Developments plans of Process & People.
- Vendor Governance – Operations Forums
- Control Operational Issues and Challenges and resolve.
- Conduct Monthly Operation Forums
- Conduct Monthly Commercial Forums
- Discuss Attrition Control measures
- Contract Renewals and Negotiations.
- Operational Contract Management Responsibilities.
- Prepare for the Vendor Review Board meetings.
- Managed Service Staff Contract Renewals
- APRA Regulatory Audits
- Compliance & Governance.
- APRA CPS 231 Compliance.
- BCP Plans & Compliance.
- Mandatory Learning Compliance
- Prepare Contingency Plans.
- OCM Monthly Reviews
- Stakeholder Management
- Risk Management & Mitigation plans.
- Identifying potential Risks in the Vendor processes and suggest appropriate mitigation plans.
- Data Loss Protection.
- Incident management & Mitigation plans.
Business Manager
ANZ Banking Group
03.2017 - 09.2018
- Support 3 BU Head’s on day to day Activities.
- Very influential in Planning and Decision making.
- Provide valuable inputs on Management Reporting.
- Resource Management.
- Vendor Management & Governance.
- Manage End to End Managed Services Staff Billing and Invoicing.
- Manage the Timesheet & Billing of Staff.
- Responsible in Running the Business Continuity Plan Rehearsals.
- Ensure all staff compliance as per company policy.
Workforce Management
ANZ Banking Group
04.2010 - 02.2017
- Managing a team of 6 resources
- Workforce Planning involves resource forecasting for pipeline projects, creating budgets, recruiting staff, day to day work tracking and reporting on past performance.
- Work closely with the Business Managers to get their CoE’s Resource Monthly Forecast and allocate resources.
- Tech Central support to TSM & Integration Services Teams
- Creating new record on TC for new joiners
- Provide weekly Utilization and allocation reports to the stake holders.
- Analysis of the Allocation and Utilization report.
- Verify the requirements Budget Approvals, Project Commencing & End Date.
- Understand the demand raised by the customer
- Set up meetings with the Stakeholders.
- Obtain the allocation details and assign the resource to the project
- Participate in Pipeline Meetings and understand the SDLC process of Technology Projects.
- Validate the information provided on RRA, track the Status of RRA during Approval Process and update the tool accordingly.
- Provide weekly reports to the stake holders.
- Leading the Clarity and Clarity related issue for Global Technology Service Management and APEA countries.
- Timesheet variance and missing time sheets reporting.
- Clarity ID creation & Clarity related queries/Issues
- Manage issues, risks and dependencies
- Provide evidence based workforce information for Strategic decision making
- Oversee resource approvals for COE’s in Global Solution Delivery
- Optimize Workforce Demand
- Resource management reporting for utilization, forward load and pipeline reporting
Manager -Operations
Disha Events & Fairs
09.2009 - 03.2010
- Managed team of 15 members
- Responsible for planning all Events and Executions.
- Was Authorized personnel for Client interaction
- Worked on assignments that are complex in nature.
- Critical Decision Making.
Manager -Operations
Process2india Pvt Ltd
10.2007 - 08.2009
- Managed team of 10 members
- Maintain optimum Quality across the shift by understanding Client requirements and facilitate Operations.
- Meet all operational targets with respect to all process metrics such as attrition, SLA, efficiency, WFM metrics
- Create Employment Retention Policies to counter Attrition
- Provide vitality training on products and industry information, including proper diagnostic and remedial procedures used in resolving Issues/Risks.
- Responsible for Business Continuity Planning and execute disaster recovery.
- Record and register all the potential risks/existing risks in all business units within the company and co-ordinate the BCP rehearsals and also train staff on DRP/BCP
- Facilitate and co-ordinate with concerned people in mitigating risk and prepare business impact analysis report.
- Develop required concept papers and/or business cases for changes which should include financial details, risk analysis, business need, human resources, etc.
- Participate in internal and external audits.
- Conducting performance appraisals.
National Coordinator -Operations
IZI Telesource Pvt Ltd
08.2006 - 09.2007
- Handed a team of 180 resources out of which 15 are direct reports
- Involved in customer service and Banking process (ABN AMRO), outbound calls process with regards to claims ABN AMRO of customers.
- Handling Operations of both inbound and outbound processes and parallel monitoring of other support functions like quality, transition, HR etc to meet business needs.
- Serve as bridge/liaison to business partners and clients to represent the business in key forums with respect to overall operations and management.
- Involved in effectively communicate and analyze the current situation of the process and to see how to better it in all fields.
- Performance Management
- Assessment of the Top Quartile performers and assisting in movement of them to better roles in and out of the business segment depending on the skill sets of the employee and business requirement.
- Ensure that the operations staff executes service agreements at, or above the customer's standards.
- Analyze performance reports on Daily, Weekly & Monthly basis and take necessary action.
- Maximize profitability by excellent customer service by maintaining the TAT, on all pending matters with the customer.
- Conduct performance appraisals for the direct reportees design career growth plan.
- Analyzing Process wise Profitability report.
- Primarily dealt with customer service process, Sales Productivity center for maintenance contract services.
- Threats Management
- Proactive approach to Seeking out potential security weaknesses.
- Have appropriate detection measures in place
- Improving standards and security measures
- Policy Compliance
- Security Checks
- Develop and collate relevant documentation specifically relating to System Security
- Distribute Group & Local Audit/Risk Policies and retain records of Compliance.
- Staff Training/ Education to ensure staff are aware of relevant policies, guidelines & documents.
Team Lead
Hinduja TMT Ltd
04.2002 - 07.2006
Process Associate
Hinduja TMT Ltd
05.2001 - 03.2002
Education
Bachelor of Commerce -
Bangalore University
Skills
- Project Management
- Vendor & Stakeholder Management
- Operations Management
- People & Resource Management
- Strong Interpersonal Skills
- Risk Management
- Financial Management
Certification
- ITIL V3 Foundation
- Higher diploma in Software Management (APTECH)
Professional Enhancements
- Trained on Agile Methodologies.
- Trained on Project Management (PMP) and management tools
- Proficiency with Microsoft Project and Office tools (Excel, PowerPoint, Word, Visio)
Timeline
Vice President
ANZ Banking Group
03.2018 - Current
Business Manager
ANZ Banking Group
03.2017 - 09.2018
Workforce Management
ANZ Banking Group
04.2010 - 02.2017
Manager -Operations
Disha Events & Fairs
09.2009 - 03.2010
Manager -Operations
Process2india Pvt Ltd
10.2007 - 08.2009
National Coordinator -Operations
IZI Telesource Pvt Ltd
08.2006 - 09.2007
Team Lead
Hinduja TMT Ltd
04.2002 - 07.2006
Process Associate
Hinduja TMT Ltd
05.2001 - 03.2002
Bachelor of Commerce -
Bangalore University
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