Hannah Joythi

Leading transformation of IT Operations to Service Centric Operations servicing across 18 business services and achieving 20% ebit.

• Established strong relationships with key stakeholders, ensuring support for program initiatives.
• Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
• Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
• Addressed and resolved technical, financial, and operational concerns by working with team members and directors
• Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
• Drove successful transition by implementing change management strategies that engaged and supported staff.
• Creation and implementation of Business SLA & KPIs

• Co-ordinating the provision of professional, timely advice and guidance to business leaders in assigned Divisions/Business Units, on specific functional subject areas and consistent with the bank's strategy, ensuring adherence to bank policy and relevant legal/regulatory frameworks
• Managing a team of Business Advisors and ensure appropriate business coverage and resource prioritization to meet the demands of both RTB and CTB activities
• Review and approve SRs & PRs in line with Bank Policies & Process
• Implementing the TDI strategy of Vendor exits & Consolidation

• Program Governance across 16 services for Globe
• Providing operational program support including designing process and concepts, planning, performance optimization and risks mitigations - based on developed and implemented best practices and tools
• Service Level Management and Delivery for 16 services for Globe
• Contract Management with Globe and Amdocs major vendors
• Client management - Extensive Governance for Globe and their Business stakeholders (Governance, Reporting & Analysis) enabling strategic decisions
• Liaison with different internal streams for agreements and readiness
• Weekly status and Stakeholder Management
• Budget analysis and cost control

• Contract Management for Maxis MS (Review, gather technical information, SLA finalization)
• Crisis Management - Responsible for set-up and running of WAR room (end-to-end)
• Client management, Incident management, Release management, CR implementations
• Liaison with different internal streams for agreements and readiness
• Weekly status and stakeholder Management
• Budget analysis and cost control

• Responsible for planning and management of full project lifecycle of CCS program (CISCO HCS)
• Creating project plans with milestones, dependencies, critical path, risks, and resources
• Extensive interfacing with internal and external stakeholders on a variety of pre and post sales service functions
• Liaison with different internal towers in Capita for agreements and readiness when launching of CCS
• Working with the Solution TDAs and ensuring all solution and design paperwork follows the documentation process
• Weekly status and stakeholder Management
• Budget analysis and cost control including procurement
• Third Party vendor management (CISCO, VOSS,etc) to ensure timely delivery and progress of the project

• Ascertaining business success by adapting a professional approach towards operational project management while supporting the account management decision making process through data analysis and projections
• Provide support to the account on product/process design and redesign using feasibility study, usability analysis and requirement gathering
• Providing operational project support including designing process and concepts, planning, performance optimization and risks mitigations - based on developed and implemented best practices and tools
• Supporting the CDM in all work planning, risk management, budget related and estimation processes, running the project through all project management activities, and in delivering ad hoc presentations to senior management such as Deep Dive, quarterly presentations and AOP preparations
• Developing a high-level work plan for the account and maintaining account related information such as timeline, deliverables, and budgets; being conversant with the account's legal documentation and contractual obligations
• Responsible for set-up project cross-modules or (in ICM) product deliverables and receivables during version set-up before and TOC planning stage
• Monitoring TOC planning stage including validating the accuracy of the plan, analyzing the plan, critical chain, and WIP, translating the plan into detailed budget and resources, and verifying commercial impacts
• Supervising TOC execution phase encompassing interaction with CC's on plan updates, re-planning and buffer analysis, flag to VM and CDM in case of critical path impact, verifying plan integrity, and scope change/re-planning impact analysis; managing project work plans (in Ms Project) in accounts where TOC isn't implemented
• Training and transforming employees in line with the '3 TOC rules' of WIP reduction, buffering and buffer management, and enabling resource flexibility
• Monitoring and helping the project to meet aggressive results that were set up in the execution stage
• Producing daily and weekly schedule control reports and understanding deviations, providing milestones (integrative level in the version level) including financial milestones and flag for completion notification
• Planning and controlling production readiness plan (in case site PO doesn't exist) and project deliverables
• Managing diverse responsibilities such as delivery costing, business plan updates, (only for the CDM's work units), budget reports/presentations/escalations, and forecasting resource needs from CCs, using the HRMS tool
• Participating in Most-Likely meetings on a monthly basis together with the finance team
• Building Reporting Codes Map according to WBS and supervising the opening/closure process of reporting codes
• Leading the implementation of project management processes and tools, building and maintaining work breakdown structure (WBS), and supporting operational dashboards through the version life cycle while serving as an information centre for tools, such as Excel, Concerto, and MS-Project; setup the structure of Web Portal project
• Retrieving and reporting on important AI's issues in the status presentation and escalating for overdue AI's; issuing defect closure reports together with VM

• Worked with the Account Director and Management to ensure overall success by planning, managing, tracking, and reporting all work activities and performance for the Competency Center (CC)
• Ensured smooth workflow during every stage of project encompassing project plans, financials, asset and procurement, and BOM to the approval of Notice of Decision (NOD); tracked productivity to ensure cost control
• Established HR management system structure and supported implementation; ensured system data reliability
• Produced various HRMS reports, facilitated account status analysis and provided forecasts to management/directors; responsible for collaborating with the Account PO to verify accounts resource required numbers
• Managed account resources vs
• Business requirements in line with the defined GSS guidelines; presented the account director with consolidated status including analysis of resources shortage/surplus in the Competency Centre/line level - and gaps per accounts; responsible for analyzing and monitoring SPOC, track burnout and attrition
• Provided the vision and high level design of new versions/change requests; monitored growth targets
• Instrumental in budget management of the OVH: AOP plan, Actual vs
• Plan, RC maintain/limitations etc
• Tracked, analyzed, and raised flags as well as designed and worked on mitigations of financial target deviations
• Built and maintained CC executive operational/management dashboards, reports
• Assisted the CC manager with AOP targets tracking and progress control and with unit presentation preparation: quarterly, annual- AOP, Unit Score Card etc; supported the CC server/SharePoint infrastructure
• Responsible for CC communication plan, risk management, action items follow-up, and meeting support

• Effectively analysed and prepared solution proposals for large and/or complex bids while assisting the bid managers with incoming RFQ/RFI, bids, and other information as requested
• Collecting, understanding, and transmitting bid requirements
• Worked with the solution hub team and bid manager and to define the current business processes and environments, identify requirements of new business, and design new processes to support the bids management
• Compiled scope response statement packs, price work, and completion costs on the projects etc on the bids
• Incorporated creative inputs into the bid costing or pricing options input
• Worked alongside the solution team and the sales team on various bids and customer responses

• Set up the infrastructure for the Abu Dhabi Media Zone focusing on datacentre, network, ERP and CRM, and workplace services as well as reported progress against the four work streams
• Project Analyst for the ADMZ; played a key role in forecasting budget and managing resources
• Responsible for entire Migration Life-Cycle (Receiving Side) initiating from migration planning to handover of FTE's to the concerned delivery manager after the steady state
• Liaised with respective stakeholders and functional/business work-stream owners
• Prepared and achieved approval for the migration plan (for the demand signal aligned with WMR miles) from both sending side and internal project team
• Finalized CV sourcing, interview, offer letter, FTE on-boarding, EDS mandatory training, and KT completion dates
• Responsible for SLA sign-off and FTE handover to delivery managers
• Worked with production environment manager responsible for defining quality requirements, processes and tools

• Handled various supervisory responsibilities including shift management, staffing, escalations handling, queue and deadlines management while handling disciplinary issues and updating clients on overall process functioning
• Assess queue and advise/escalate to immediate line manager potential issues/bottlenecks/late jobs
• Monitor capacity and update Clients on a regular basis throughout shift
• Validated feedback via internal meetings with In Team Training Coordinator and ensure dissemination of information to individual Document Specialists/Proof-Readers
• Monitored sign-off on service recoveries prepared by Lead DS' on an 'as and when required' basis by the client
• Created rosters, monitored shift handovers, submitted attendance handovers to HR and billing reports to finance and ensured that Pt &L/Utilization and Headcount is updated for the month
• Undertook training initiatives for the agents while ensuring that additional quality reports like the 'Production 100' report and/or the Deal Breaker Reports are updated on a weekly basis
• Liaised with functional department managers for understanding dependencies and relating it to IT department
• Handled resolution of critical issues during the migration process

• Trained new batches in product and strove towards getting the batch upto the mark till they go 'LIVE
• Monitored calls for soft skills and quality and process, took supervisory calls, and provided floor support
• Responsible for team performance; prepared action plan reports for the agent and provided feedback
• Assisted Assist
• Managers in identifying training needs
• Handled a team of 11 members; shared responsibilities with the Assistant Manager

• Met company targets of making contacts over phone and securing payments
• Maintained the tracking sheet for attendance and quality while collating data for entire floor during company audit
• Coached new agents coming up the learning curve-Mentor

• Involved in cross trainings with other processes, handling team dashboards, crew briefing and daily functioning of the team including helping the team with process, quality, contextual understanding, schedule adherence etc
• Interacting with clients and underwriters as well as processing loan forms with six-sigma accuracy