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
07.2016 - 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
10.2018 - 04.2021
- 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 06.2013 - 05.2016
Skills
3 Years Proven Experience in An Operations Management Position
Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
Applies advanced skill in motivation, organization, training, coaching and facilitation of teamwork
Relationship building
Budgeting
Staff Management
Awareness of internal and external customer needs
Good Verbal and Presentation Skills
Analytical & Problem Solving Skills
Team player and Proficient with MS Office Google Sheets, Excel
Timeline
Team Leader
Wipro Limited
10.2018 - 04.2021
Group Leader
Wipro Limited
07.2016 - Current
Engineering
TKR Engineering College of Technology
06.2013 - 05.2016