Hasini Kanala
Group Lead Operations
Hyderabad
Summary
Over 5+ Years of experience with skills as a Group Lead on scaled monetization support project. Proven track record of improving team performance and efficiency to complete projects in allotted time frame within the specified budget. Experienced Specialist With A Demonstrated History Of Working In The Operations And Services Industry. Skilled In People & SLA Management, Project Management, Team Building & Leadership, Service Delivery, Requirements Analysis.
Overview
5
5
years of professional experience
Work History
Group Leader
Wipro Limited
Hyderabad
2016.07 - Current
- Initiate and drive Process Improvement & Process Re-engineering initiatives and quality SOPs within the process; work with MIS/WFM Lead on this to get relevant data points
- Develop, implement and review Zero Tolerance policy and ensure highest level of adherence
- Create weekly/monthly governance reports to share with internal and/or external stakeholders
- Carry out tactical issue-based communications with internal and external stakeholders
- Act as a subject matter expert for Quality related queries
- Develop and execute training plans for new team members
- Utilize insights coming from MIS/WFM Lead to assess the risks and provide solutions to mitigate them
- Devolop a detailed and periodically refreshed documentation on BCP, thus drive consistency and attestation
- Work with business teams (Product, Ops, WFM, Operational Risk, etc.) to conduct business impact and risk assessments, identify critical services, define recovery point & time objectives, map critical dependencies, etc.
- Execute upon and update business continuity program goals, inclusive of the development and reporting against metrics and key performance indicators, meant to assess process health and continuous process improvement
- Grow the Efficiency of Existing Organizational Processes and Procedures to Enhance And sustain the Organizations Internal Capacity
- Develop, Implement, and Maintain Quality Assurance Protocols
Team Leader
Wipro Limited
Hyderbad
2018.10 - 2021.04
- Mentored and guided employees to foster proper completion of assigned duties.
- Verified confidential budget reports remained up-to-date for [Type] manager
- Molded team and embraced change to adapt within dynamic market.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Participated in cross-functional team-building activities.
- Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.
- Connect and Manage stakeholders for different units
- Helping to resolve any outages by working with various teams in a collaborative manner
- Analyzing commonly occurring issues and providing insights on required fixes
- Managing incidents working with multiple teams till issue resolution
- Work on developing applications for enhancements
- Maintaining SLAs
- Performance management
Education
Engineering
TKR Engineering College of Technology
Hyderabad 2013.06 - 2016.05
Skills
3+ Years Proven Experience in An Operations Management Position
Timeline
Team Leader
Wipro Limited
2018.10 - 2021.04
Group Leader
Wipro Limited
2016.07 - Current
Engineering
TKR Engineering College of Technology
2013.06 - 2016.05