Jebadurai J
Chennai
Summary
Seasoned business leader with over 22 years of expertise in the Information Technology (IT) and logistics sectors, dedicated to delivering excellence, efficiency, and quality in all projects.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Head of Service Delivery for Air Freight
DHL Global Forwarding Freight Shared Services (India) LLP., Chennai
Chennai
11.2018 - Current
- Participated in budgeting exercises ensuring resources were allocated appropriately according to business requirements.
- Led digital transformation projects to improve customer experience across multiple channels.
- Collaborated with external vendors to evaluate technology solutions that support digital transformation efforts.
- Partnered with senior leadership teams on strategic initiatives related to digital transformation efforts.
- Developed and implemented strategies to improve customer satisfaction levels.
Process Manager - Operations
Maersk Global Service Centers (India) Pvt. Ltd., Chennai
Chennai
07.2010 - 11.2018
- Collaborated with stakeholders to develop requirements for automation projects and work with automations specialist to deploy automation
- Managed multiple projects simultaneously, ensuring timely delivery of quality results.
- Recommend and establish business process improvements and drive changes constantly, to strive for optimization to run an efficient and cost-effective department
- Conduct strategic opportunity assessments to identify offshoring opportunities and ensure consistency and stable performance levels through-out various stages of migration
Team Leader, Mortgage Loan Services
Intelenet Global Services (India) Pvt. Ltd., Chennai
Chennai
10.2006 - 11.2009
- Lead and manage a team of 45 employees and 2 quality analysts, supporting Mortgage Lending Servicing Department for Barclays Bank UK
- Manage service delivery of the execution teams, while providing customer support through answering queries & resolving customer problems within agreed turnaround time
- Lead a project team to design, develop and implement workflow tool for 2 critical process to improve service delivery and increase efficiency by 30%
- Automation of quality and performance reports for teams in two offices in India, to reduce the time spent on reporting by 70%
Technical Support Specialist
HCL Technologies (India) Pvt. Ltd., Chennai
Chennai
09.2005 - 09.2006
- Troubleshooting over the phone to resolve issues related to broadband internet connection, for US and UK based customers
- Handle 2nd level escalation call and provide expert support on the problem and call back the customer to check, their satisfaction on issue resolution to improve First Call Resolution (FCR)
- Manage the team of 15 in the absence of team leader, by assisting them to resolve the customer problem and ensure customer satisfaction
- Conducting daily team briefing to update the latest product and process changes.
System Administrator
Precisoft Services (India) Pvt. Ltd., Chennai
Chennai
01.2002 - 07.2005
- Responsible for repair and maintenance of all the IT infrastructure equipment including, router & servers
- Maintain annual maintenance contract (AMC) and ensure on time renewal to avoid penalties
- Assist all the staffs on technical issues and to avoid slowdown to work
- Manage work allocation and monitoring the workflow to achieve turnaround time
Education
MBA - Human Resources Management
Madras University
Chennai, India05-2011
Master of Arts - Labor Management
Annamalai University
Chennai, India05-2007
Master of Arts - Human Resource Management
Annamalai University
Chennai, India05-2005
Bachelor of Science - Mathematics
Madras Christian College
Chennai05-2001
Master of Science - Data Science & Business Analytics
Great Learning Affiliated By UniverTexas At Austin
Chennai, India12-2023
Skills
- Automating business processes using RPA and macros
- Transforming business operations and models through digitalization
- Conducting data analysis to inform business decisions
- Driving process improvement
- Managing customer relationships
- Ensuring business excellence
- Leading project management initiatives
- Overseeing transition management
Certification
- Certified PRINCE2 Registered Practitioner, with experience in handling global projects
- Green Belt Six sigma certified
Timeline
Head of Service Delivery for Air Freight
DHL Global Forwarding Freight Shared Services (India) LLP., Chennai
11.2018 - Current
Process Manager - Operations
Maersk Global Service Centers (India) Pvt. Ltd., Chennai
07.2010 - 11.2018
Team Leader, Mortgage Loan Services
Intelenet Global Services (India) Pvt. Ltd., Chennai
10.2006 - 11.2009
Technical Support Specialist
HCL Technologies (India) Pvt. Ltd., Chennai
09.2005 - 09.2006
System Administrator
Precisoft Services (India) Pvt. Ltd., Chennai
01.2002 - 07.2005
MBA - Human Resources Management
Madras University
Master of Arts - Labor Management
Annamalai University
Master of Arts - Human Resource Management
Annamalai University
Bachelor of Science - Mathematics
Madras Christian College
Master of Science - Data Science & Business Analytics
Great Learning Affiliated By UniverTexas At Austin
- Certified PRINCE2 Registered Practitioner, with experience in handling global projects
- Green Belt Six sigma certified
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