Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
GeneralManager

CHIRANJEEVI KB

Operations Manager
Bengaluru

Summary

Diligent Operations Manager with over 15 years of experience maintaining seamless business operations. An individual with Diverse background experience of people and project management in both customer service and backend operations , HR operations, Manual Testing operations management, superior direct customer contact. Proven leadership and communication skills combine with varied experiences to create a motivated, high performing staff, while increasing efficiency and reducing costs.

Overview

16
16
years of professional experience
2
2
years of post-secondary education

Work History

Service Delivery Associate Manager

Accenture
Bengaluru
09.2015 - Current
  • Directly manage team of 200+ resources, comprising production team members, Team Lead, SME and Operations Managers
  • Responsible for People Management, Client relationship, SLA management, Workforce planning Scheduling and Hiring
  • Review project SOW, SLA and all KPI project documents to ensure clear understanding of work scope
  • Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
  • Accountable for achievement of all client KPI & SLA and contractual obligations, responsible for overall performance
  • Developing metrics dashboards and reports to provide clients and senior leadership with meaningful operational/performance metrics and status reports
  • Coordinated and Participated in Hiring, Training, people engagement, mentoring, succession planning and annual performance process
  • Participate in Weekly, Monthly and Quarterly account business review process and engage with leadership for business solutions and way forward ideas
  • Establish and maintain strong relationships with multiple clients, internal functional leaders and key stakeholders
  • Monthly Capacity Planning along with Invoice forecasting. Develop schedules, budgets, and plans for Team
  • Identified new business opportunities to be onboarded within Project which scaled team from 5 ops to 211 ops while simultaneously increasing diversity, employee satisfaction, productivity and quality
  • Initiated 'Headcount Optimization Project successfully. Based on criticality, Severity, and end user Impact, identified tasks which can be done Deprecated and moved to Non SLA days. As outcome, delivered savings of $82K with capacity gain of 12 FTE.
  • Initiated 'Repeatability and Reproducibility' project to identify Gap within Quality Auditors audit process. Project helped team to improved Quality scores from 94% to 98% along with reduction in Calibration sessions and hours

Team Leader

Mphasis
Bengaluru
02.2014 - 08.2015
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Proactively handled Escalation calls to improve C-sat scores for team
  • Handled escalations while providing feedback to associates
  • Adherence to client customer C-Sat , NPS alongside individual KPIs
  • Audit and Coaching on specific lagging C-sat parameter helped team to improve over all C-sat scores by 10%
  • Share insights and potential escalations to manager and leadership regularly
  • Participated in Hiring drives and interviewing candidates
  • Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills
  • Cross-trained and provided backup support for organizational leadership.
  • Delivered Feedback on Monthly basis and conducted Yearly Performance feedback
  • Facilitated training for associates through daily coaching and regular performance appraisals.

Associate Team Lead

247 Customer
Bengaluru
06.2007 - 11.2013
  • Lead 20 Associates managing Inbound calls for one of USA biggest retail Banking
  • Resolve customer queries and handled escalation calls
  • Managing AHT and FCR to deliver best customer satisfaction
  • As supervisor, driving individual performance of team members along with business metrics was key responsibility
  • Identify BQ and delivery weekly feedback
  • Take part in weekly business review along with Team leads
  • Built strong relationships with customers through positive attitude and attentive response.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Coordinated weekly meetings for internal and external groups
  • Facilitated training for associates through daily coaching and regular performance appraisals

Education

Bachelor of Commerce -

Shobhit University
07.2013 - 07.2013

Pre University -

KLE Education Society
06.2003 - 09.2005

Skills

Strategic planning

undefined

Accomplishments

  • Managed a large team of 200+ Ops which is spread across two different Geo location. Manage 50+ team members remotely.
  • Promoted to Service Delivery Associate manager due to overachieving the KPIs and Dollar saving projects that achieved Client credibility and confidence to increase the Business size and introduce new line of businesses
  • Created Vendor scorecard for the client to score our performance as Vendor month on month which helped in retaining the business and looking for new opportunities which can be moved from other Vendor
  • Introduced "Open house" to address the queries from all team members. Implement changes when required and address career growth concerns
  • Identified growth opportunities within the team and introduced "Incubation" concept for emerging leaders. Staging was rolled out for all eligible SME/Team leads for next career level movement

Timeline

Service Delivery Associate Manager

Accenture
09.2015 - Current

Team Leader

Mphasis
02.2014 - 08.2015

Bachelor of Commerce -

Shobhit University
07.2013 - 07.2013

Associate Team Lead

247 Customer
06.2007 - 11.2013

Pre University -

KLE Education Society
06.2003 - 09.2005

Similar Profiles

CREATE PROFILE
CHIRANJEEVI KBOperations Manager