G SREEVIDHYA
(Certified PMP/ PMP–ACP Professional| Lean Six Sigma Black Belt) • PMP-ACP professional with total nearly 21 years of experience including nearly 19 years of experience & impressive success in Operations & Business Excellence
Chennai
Summary
Dynamic operations and quality management professional with over 21 years of comprehensive experience, including 19 years in leadership roles. Expertise in driving process excellence and ensuring compliance with industry standards, supported by strong analytical skills and a natural aptitude for problem-solving. Proven track record of effective collaboration with stakeholders to implement quality and process improvements, excelling in contingency planning, capacity planning, and performance management reporting. A results-oriented approach fosters continuous improvement and operational efficiency across diverse organizational environments, while a proactive mindset and adaptability contribute to team success and organizational growth.
Overview
15
15
years of professional experience
6
6
Certifications
3
3
Languages
Work History
Delivery Manager
Guardian Insurance of America
12.2015 - Current
- Delivered a 4 million project by automating Dental Claims process by eliminating multiple hand off by merging both upstream and downstream processes
- Spearheading team of 300+ members along with 5 Asst Managers. Manage P&L management and Gross Margin delivery of account.
- Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
- Enhanced team performance by providing regular feedback, coaching, and training opportunities.
- Facilitated cross-functional meetings to address challenges, share best practices, and strategize plans for future growth.
- Reduced customer complaints by implementing proactive communication strategies with clients.
- Improved delivery efficiency by optimizing routes and scheduling for the team.
- Implemented risk mitigation strategies to minimize potential disruptions caused by unforeseen events or issues.
- Coordinated efforts across multiple teams during peak periods or special events to optimize staffing levels while meeting customer demand.
- Acted as a liaison between the delivery team and upper management, effectively communicating concerns and suggestions for improvements.
- Championed a customer-centric approach, consistently seeking feedback from clients to make improvements and enhance the overall delivery experience.
- Monitored project performance to identify areas of improvement and make adjustments.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
- Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budgets.
- Collaborated closely with other departments to ensure seamless integration of processes and systems, enhancing overall efficiency.
- Managed resources effectively to avoid unnecessary delivery delays.
Manager Operations
Amazon Development Centre (India) Private Limited
11.2012 - 07.2015
- Interfacing with top management for evolving strategic vision, driving change, infusing new ideas and taking productivity to the next level. Deploy workflow management in order to meet agreed Service Level Agreements and quality levels for all queues.
- People Management: Manage the local support operation. Includes, managing a team of 80 Team Managers. Enable a self-driven, customer-focused and innovative team
- Managed categories that includes FMCG/Apparel/Consumer Electronics and Sporting Goods products populates/ procures content for the Amazon Catalog. Interact directly with Amazon internal vendors across the globe ( France, Germany, UK ) to deliver to their requirements and work directly with the Category team to ensure the overall health of the processes is good
- Working with internal/external stakeholders, use system and process knowledge, to plan and execute actionable to deliver on business metrics through a data-driven approach. Use data to analyze trends, process gaps and manage end-to-end solutioning.
- Metrics Management: Mentor and guide Quality lead / Process Expert to manage quality, improve process efficiency and minimize variation, conceptualize, design and deliver trainings to the team
- Capacity Planning for internal processes and assess success metrics to set goals and provide inputs for annual planning for respective processes.
- Analyze incoming volume trends, highlight risk and deviations in queue management and solve for allocation issues through shift management and cross training with a pre-defined frequency.
- Manage escalations and conflicts within team through data-oriented analysis and corrections based on deviation, problem, root cause, and solutions, in partnership with internal/external stakeholders.
- Initiate and lead process improvement projects and own end-to-end implementation to applicable/in-scope operational areas. Responsible for creating and maintaining process related SOPs and participate in setting up business processes, operations front-line setup, cross-functional processes, automation etc
Assistant Manager
Hewlett Packard - Chennai
01.2011 - 11.2012
- Mentored and trained IDPs (improvement development plans) for high performers and PIPs for low performers
- Redefined specifications and actively participate in explaining changes/requirements to the management team and customers
- Collaborated with senior management to design and implement appropriate operational strategies. Developed, attracted and retained talent through effective people engagement. Weekly review with leadership/management team
- Managed a team of 5 members including Process Managers, Quality Managers, IM Managers and Process Managers that handle the transaction based process on the severity given by the client in the field of order management, pricing and quotation
- Explained the importance of CAPA and encourage the team to implement RCA during escalation
- Handled customer calls and participate/ actively participate in planning/forecasting peak volumes and interacted with Country Directors. Updated EWS (Early Warning System) & applied retention technique
- Reviewed daily with IM and PL Team Leaders to discuss productivity and daily automation
- Mentored for a LEAN projects targeting 2X improve the BDN trend within 1/3 for the TAT time. Lead the Kaizen project and guide the project implementation team
Education
Bachelor of Arts - Corporate Secretaryship
University of Madras
Chennai, India04-2003
Skills
Certification
PMP Certified-PMI Org-30239881Issue Date (16 July 2021), Expiration Date: (15 July 2027)
Accomplishments
- Guardian Insurance of America7 Robotic projects was implemented, delivered a 18 million saveLaunched Idea Express for three teams by creating a platform for team members to share, develop and present ideas to think tank panelists, with a focus on improving the customer experienceSupported 3 Black Belt projects focusing to improve customer experience
- Amazon Development Centre (India) Private LimitedDrove standardization of the WEEE Tax implementation process across EU Market place there by reducing the error percentage by saving 3 million per quarterDrove a complete project to standardize the catalog QualityWon the Above and Beyond Award in H2 2014Understood the process gap in usage of multiple attributes in the catalog and streamlined the vendor communication process.
- Hewlett Packard - ChennaiWon the BEST Asst Manager award for achieving '0' attrition continually for 2 quarters (6 months of time span)Awarded the best team for improving the quoted on time, E2E TAT and accuracy for Q2 quarter (Jan, Feb, March)
AREAS OF EXCELLENCE
- Operations Management
- Transition Management
- Project Management
- Cross-team Collaboration
- Work Force Planning
- IT Infrastructure Operations
- Service Delivery Management
- Quality Management
- Vendor Management
- Client Relationship Management
- Stakeholder Management
- P n L Management
- Process Improvement
- Workflow Optimization
- Business Strategy
GROWTH PATH
Sutherland Global Services
OPERATION MANAGER
Affiliations
- Project Management Institute
Timeline
Delivery Manager
Guardian Insurance of America
12.2015 - Current
Manager Operations
Amazon Development Centre (India) Private Limited
11.2012 - 07.2015
Assistant Manager
Hewlett Packard - Chennai
01.2011 - 11.2012
Bachelor of Arts - Corporate Secretaryship
University of Madras
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