DHANYA B NAIR
Bengaluru
Summary
Highly accomplished professional with 13 years of extensive experience across supplier, performance, and client relationship management. Proven expertise in training, developing, and managing teams to achieve organizational objectives. Exceptional proficiency in time and talent management, vendor and operations oversight, and decision-making. Recognized for leadership and collaborative skills, driving productivity and continuous improvement initiatives. Adept at process enhancement, delivering strategic solutions to optimize operational efficiency. Ready to leverage comprehensive skills to contribute to organizational success and growth.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
Work History
Senior Consultant - Tower Lead
Atos Global IT Solutions And Services
03.2022 - Current
- Managed cross-functional teams to ensure timely delivery of high-quality solutions for various projects.
- Optimized resource allocation by analyzing project requirements thoroughly and assigning appropriate personnel.
- Facilitated workshops with clients to identify pain points, establish goals, and define actionable steps towards achieving desired outcomes.
- Implemented data-driven approaches for assessing project success, continuously refining processes based on insights gained over time.
- Streamlined project management processes, improving efficiency and reducing overall costs.
- Presented findings and recommendations to executive-level stakeholders, effectively communicating key insights and action plans.
- Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
- Evaluated existing business processes, recommending improvements that led to increased operational efficiency.
- Collaborated with internal teams to develop customized solutions that addressed unique client needs.
- Developed innovative strategies to address complex business challenges, resulting in increased profitability for clients.
- Enhanced team performance by implementing training programs and fostering a collaborative work environment.
- Built strong relationships with clients through consistent communication and proactive problem-solving efforts.
- Prioritized projects and project tasks depending upon key milestones and deadline dates.
- Developed custom solutions based upon clients' strict requirements.
SUPPLIER MANAGER
Capital One
03.2017 - 02.2022
- Communicating periodically with stake holder’s defined in Internal and External governance meeting charter.
- Accountable for on-going Supplier Management operations regarding customer improvement plan research, development, presentation and execution.
- Initiating interaction with appropriate support group involved in Supplier Management process and Supplier Management Process.
- Responsible for scheduling, organizing, controlling third party Supplier Management Meet
- Customer Experience Centre presentations/demos
- Escalation point for all issues with Supplier Management service underperformance
- Accountable for Supplier List update periodically or on demand with Contract Information, Supplier Info, SLA/OLAs and other required fields.
- Ensure supplier management guidelines is followed where do not have enough information.
- Work with respective resolver groups/third party Supplier were Response, Resolution or ageing SLAs are breached or near to breach.
- Lead Line of Business Learning and Development for Capital One’s Credit Card and Loan Dept. Ensuring the line of business must adhere to Compliance standards. Supporting in Audit activities internally & at vendors when required.
- Managing and analyzing data for strategy decisions, developing and executing courses of action mainly focusing on developmental areas that can be tracked through agent files. Hands-on experience in developing Training Content as per company's needs & requirements, also good knowledge in content review process.
- Conducting needs assessments, task analyses, and skills analyses to determine appropriate training strategy. Leading teams of Content Developers and Measurement Specialists to create complex training programs.
- Performing day to day process administration activities· Ensuring completeness and integrity of information collected to conduct daily operations. Establishing measurements and targets to improve process effectiveness and efficiency.
- Responsible for evaluating performance of process. Assists in auditing of process for compliance with documented procedures. Defining those parts of Process Framework which are not defined by Process Owner.
- Supporting Capital One offshore initiatives/projects when required. Responsible for completing feedback loop from agents to UK training team to develop training for agents. Suggesting apt. solutions for process improvements
- Ability to build and maintain an excellent relationships with vendors. Supporting TPM and Vendor review activities along with audit/compliance tracking· Action log tracking and ownership, calibration & performance meeting support and organization.
ASST. UNIT MANAGER - TALENT & TRAINING
Mphasis Ltd
02.2013 - 03.2017
- Advised managers as well as supervisors on how they can contribute to training and development of their fellow personnel Identifying personnel and supervisors who are in in need of additional training.
- Ensured all training activities and materials were met with relevant organizational and statutory policies, including health and safety, employment and equality laws.
- Stay informed as to relevant skill and qualifications levels required by staff for better performance, and circulate requirements and relevant information to organization as appropriate.
- Designed in-house materials and resources for employee development and education.
- Developed blended approach which integrates different learning modes, such as coaching, classroom instruction.
- Co-ordinate with managers to determine training needs and scheduled training sessions. Maintained attendance and other records of trainees.
- Conducted evaluations to identify areas of improvement.
- Monitored employee performance and response to training.
- Produced organizational strategy and planned to meet training and development needs, and managed training delivery, measurement and followed-up as necessary.
- Provided curriculum course development & iteration, service delivery, evaluation, process measurements.
CUSTOMER SERVICE EXECUTIVE
STANDARD CHARTERED SCOPE INTERNATIONAL
10.2011 - 02.2013
- Listened to customers questions and concerns about their credit cards and savings account, and provided answers or responses over the phone.
- Capable of building strong customer relationships through rapport and interaction.
- Responsible for creating a training program for customer service associates that applied to new associates as well as current associates.
- Responsible for re-working the company’s customer service policies to make them more centered on the customer experience.
- An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
- Evaluated and identified opportunities to improve process and customer experience.
- Strategic-relationship and partnership-building skills—listened attentively, solved problems creatively and used tact and diplomacy to achieve win-win outcomes.
Education
High School Diploma -
Nettur Technical Training Foundation
Bengaluru 06.2007 - 08.2010
Plus 2 -
Government Vocational Higher Secondary School
Kerala 06.2005 - 03.2007
SSLC -
Rajeev Gandhi Memorial Higher Secondary School
Kerala 06.2004 - 03.2005
Skills
Supplier Management
Performance Management
Client Relationship Management
Training & Development
Team Management
Time Management
Talent Development & Management
Vendor Management
Decision-Making Skills
Leadership Skill
Collaborative Leadership
Productivity Improvement
Operations Management
Continuous Improvement
Process Improvement
Additional Information
- UK All in Award in Q4 2020 & Q2 2021 - This award is created to recognize individuals and teams who have done exceptional work across 3 categories (Achieving Together, Customer Understanding, Leadership).
- Directors Award Q2 2020 For leading the WFH project during pandemic to have a smooth operation which included enabling virtual training.
- Directors Award Q3 2018 For the completion of training for transition from India to US.
- Directors Award Q1 2018 Completing the validation of 3Millon vehicles displayed on Capital One Website. Performer Award Q4 2017 & Q1 2018 For achieving 100% in the vehicle validation quality.
Timeline
Senior Consultant - Tower Lead
Atos Global IT Solutions And Services
03.2022 - Current
SUPPLIER MANAGER
Capital One
03.2017 - 02.2022
ASST. UNIT MANAGER - TALENT & TRAINING
Mphasis Ltd
02.2013 - 03.2017
CUSTOMER SERVICE EXECUTIVE
STANDARD CHARTERED SCOPE INTERNATIONAL
10.2011 - 02.2013
High School Diploma -
Nettur Technical Training Foundation
06.2007 - 08.2010
Plus 2 -
Government Vocational Higher Secondary School
06.2005 - 03.2007
SSLC -
Rajeev Gandhi Memorial Higher Secondary School
06.2004 - 03.2005