JADIDI MANMATH RAO

• Leading E-commerce).
• Managing One of the Biggest & Largest E-Commerce International Client, operating in 17 countries and ranked at 2nd position in Fortune's top 500 largest companies.
• Being CBIS (Competency-Based interview Skill) certified assessor owns the responsibility to bring a good quality of resources on board to manage the production.
• Responsible for hiring of TLs, SMEs, FTEs and their training, inductions & client satisfaction scores.
• As an SSF (Site Security Facilitator) manage Client compliance factors on the production floor, Executes all GO-Site requirements and adherence to the guidelines.
• Owns end to end compliance responsibilities to avoid data breach while doing setup for new ODC.
• Make sure to adhere to all the process guidelines and zero NC (Non -compliance) in organization & Client specific Info Security Audits.
• Executed WFH (Work From Home) End to End Project for the location during COVID 19 critical situation and onboarded 61% of Employees in production within a short period post lockdown by 31st march.
• Have driven a project “Framework on Regular 1-1 and Employee Engagement" to drive smoother operation during work from home infrastructure.
• Successfully Managed BCP situation with proactive Views and with effective Planning.
• Got certified tagline in the project “Offering of acing Work from home” which is helping me to drive end to end governance mechanism during this pandemic COVID situation.
• Representation/Responsible for the Location metrics & performance in the absence of the site leader.
• Responsible for the Floor Management.
• Responsible to manage entire site security access being Site Security facilitator.
• Responsible & representation of the designated LOBs performance metrics.
• Revenue generation & utilization of resources in an effective manner.
• Managing 2 Critical LOBs span of 220+ HC with the support of 8 TLs & 8 SME in production.
• Also, Managing 3 TLs & 15 SMEs from OJT teams in Adhoc being an OJT Manager.
• Managing Client asks & deliverables without any penalties.
• Managing Service Level Agreement and other Performance Level Agreements.
• Managing Production with process improvements and initiatives.
• Implementation of Policies and Procedures.
• Owns Responsibility for Strategic planning and forecasting.
• Manage to run the business more smoothly at the time of Emergency through BCP (Business Continuity planning).

• (Sales-Leading Automobile) (Vizag & Hyderabad)
• To effectively manage the Contact Center for constant performance achievements of 81 FTEs.
• Managed 4 Critical LOBs including Sales from the front line as Account Owner for the Location.
• Responsible to achieve 25K Leads generation monthly with 30% conversion rate against the leads generated.
• Managed staffing and manpower planning.
• Responsible for Managing financials for my account with maximum cost-saving Strategy.
• Taken a vital role in getting good VOC from clients, achieved 10/10 for last 8 Quarters.
• Actively involved in Business Reviews and Internal Reviews.
• Actively involved in bringing service management changes.
• Represent my account in front of Management for my location.
• Implementation of Employee Retention best practices through practical experience.
• Involved in Employee Engagement Activities & driving CSR (Corporate Social Responsibility).
• Closely worked with the Learning and Development teams to up-skill employees for 100% unique coverage.
• Closely worked with Team Leaders and HR on EWS.
• Managed to run the business more smoothly at the time of Emergency through BCP (Business Continuity planning).
• Closely worked with Location/HR Leaders for the motto “Employee Centric”.
• Contrarian View on how to run business.
• Got “Manager Who Shines” & “ Team ovation” award 4 times for last 4 quarters.

· Assistant Manager Operations (Nov’16 – Jan’19) (Sales-Leading Automobile)(Vizag)

· Assistant Manager Operations (Sep’15 – Oct’16) (Leading General Insurance) (Kolkata)

· Assistant Manager holds a blend of People Management and Management position and is responsible for leading and managing a team

· Have managed 35+ Headcount

· Accurately assesses customer expectations and translates them into deliverables that meet business needs.

· Responsible for the overall direction, coordination, quality, and productivity of the operation.

· Setting the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, monitoring real-time service levels and schedule adherence, and holding teams accountable to meet and exceed performance targets.

· Leading team and department meetings, effectively communicating goals, discussing current issues, and motivating teams to action.

· Mediate employee issues, involving HR and staff when appropriate.

· Understand core business values, initiatives and translates those into everyday practice

· Need to achieve account Revenue target with Lowest Attrition Percentage.

· Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs and work processes.

· Planning to organize and controlling key projects impacting client and customer satisfaction

· Designing and implementing Annual plans, road maps, and performance dashboards for the organization

· Process documentation and improvement projects

· Process Automation initiatives

· To maintain 100% compliance in Internal/External Process Audits

• Developed monthly, end-of-quarter and other statistical reports, including analysis for leadership team and for quality improvement program outcomes studies.
• Provided analytical, planning and coordination support on projects as assigned, reviewing, interpreting, analyzing and illustrating data to stimulate and support enlightened decision making.

· (Leading Telecom & Banking)-(Vizag & Noida)

· Manage large amounts of incoming phone calls

· Identify and assess customers' needs to achieve satisfaction

· Build sustainable relationships and trust with customer accounts through open and interactive communication