Summary
Overview
Work History
Education
Skills
Professional Enhancements
Personal Information
Languages
Disclaimer
Languages
Timeline
Generic

Joshua Selvam

Pune

Summary

A “Performance Driven Professional” bringing in a good level business of acumen and record of achievements developed in over almost 15 years. 10 years of experience in managing process operations with an aim to accomplish company plans & goals successfully. Operations Management focusing on maximizing Client/Customer satisfaction, process compliance, resource optimization etc. Process improvement initiatives to achieve maximum efficiency in various operations Abilities in coordinating with internal/external customers for running successful business operations and experience of implementing procedures and service standards for business excellence Ensuring delivery of high quality services to support customer's business needs & achieving continued high customer satisfaction from all operational users for services

Overview

13
13
years of professional experience

Work History

Deputy Manager of Operations

ADP India Pvt Ltd
Pune
06.2018 - Current
  • Conducted regular performance reviews for staff members and provided feedback for improvement.
  • Managed daily workflow of the Operations department by assigning tasks appropriately.
  • Organized meetings with stakeholders to discuss business objectives, strategies, and plans.
  • Analyzed data related to operations performance and customer satisfaction levels.
  • Monitored progress of projects, identified potential problems, and created solutions to address them.
  • Monitored progress of projects against established timelines and budgets.
  • Provided direction and guidance to team members on project completion timelines.
  • Oversaw recruitment processes including job postings, interviews, background checks.
  • Collaborated with cross-functional teams to develop innovative solutions for operational challenges.
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Recruited, hired and trained crew members on application of projects, customer relations, and customer service.

Vodafone Shared Services India Team Manager - Operations

Vodafone Shared Services India
12.2011 - 06.2018
  • Successful transition of business change from UK to India Pune center in the course of 3 years
  • Transited and on boarded Service Desk, Incident Management Team from UK into India
  • Managing 24/7 teams of Tier 1 and Tier 2 consultants catering to incidents and requests related to Enterprise Mobility Management
  • Stabilized and used the resources within the business for multiple projects to create a talent pool for BCP in any project and also creating recourse optimization giving financial benefit to the clients creating more trust and in dept
  • Knowledge for projects
  • Ensured the achievement of KPIs for back office Technical associates teams with proactive employee engagement and implementing HR best practices
  • Ensure KPIs like WIP management, C-Sat/NPS scores, TTR and SLA are on improving trend
  • Analyze team performance and suggest corrective and developmental approach to improve team performance
  • Development and creation of a Model office team to work using Lean competency to eliminate waste and drive process efficiency
  • The model has been replicated in 2 others centers as a Blueprint
  • Proven skills in cross skilling 75% of the teams (overall 30 members team) in more than 4 processes enabling to create a talent pool and BCP
  • Completed 2 major transitions from 2016 – 2017 for Vodafone Global Services for projects from Service Desk, and Incident Management Support Level 1 and Level 2
  • Incident Management for over 300000+ user base for multiple customers
  • 1 of the top 50 individuals Awarded a 5-day trip to Monaco for the successful change implementation in Vodafone towards its Digital journey.

Deputy Operations Management (Enterprise Managed Mobility)

  • Experienced Shared Services Team Manager with a demonstrated history of working in the Telecommunications and Service Desk Industry following Global ITIL practices
  • Skilled in Service Delivery, Customer Service, SLA, and Employee Engagement with basic Understanding of Lean practices to drive efficient operations.

Vodafone Shared Services India Customer Service Executive

Vodafone Shared Services India
  • Performed (UAT) User Acceptance Testing on Siebel – As a tester was responsible for the following actions
  • Writing User Journey Scripts with help of the View Design Document and Operational Design Document
  • Perform basic UAT, Gold Build UAT and Regression Testing using HP Quality Center
  • Report Defects and liaise with the SIT (System Integration Testing) Team, Design and Development team to retest and resolve defects
  • SME for the Vodafone UK Store Support Team – As an SME was responsible for the following actions
  • Help team members find answers to customer queries by guiding them to use the Knowledge base
  • Acting as a Team Leader’s deputy in absence of a Team Leader
  • Provide OJT support to new joiners in the team and conduct coaching sessions to help improve their performance
  • Joined as an advisor in the Vodafone UK Store Support Team responsible to solve queries from Vodafone UK retail store employee.

3 Global Services Ltd, Retention Specialist

3 Global Services Ltd
  • As Consumer Retention Specialist was responsible for the following actions
  • Attending calls to retain customers who call in to terminate their contracts with UK Mobile Service Provider 3
  • Represented Handsets Customer Options Team India (COTI) till 13th June 2010 and then moved to Mobile Broadband Customer Options Team India (COTI) on 15th June 2010 a part of the same till date.

Education

Diploma - HMCT

Dr. D.Y. Patil Institute of HMCT
01.2008

Secondary / Higher Secondary -

Maharashtra State Board

Skills

  • Planning
  • Preparing work direction
  • Setting up targets
  • SOP & SLA
  • Setting and maintaining CTQ
  • CTP targets
  • Transitioning systems
  • Process improvement initiatives
  • Conducting internal process audits
  • Process reviews
  • Adherence to process parameters
  • Employee Experience Excellence
  • Customer Excellence Experience
  • Operational Excellence
  • Organizational Development
  • Incident Management

Professional Enhancements

  • Effective Writing and Verbal Skills
  • Leadership Essentials
  • Stress Management and Motivational skills
  • License to Hire
  • Developing Self Excellence
  • ITIL V3 Certification - Peoplecert Group
  • Lean Competency Certification affiliated to University of Cardiff
  • Operation Development Programme in Lean (Foundation Level) affiliated to Institute of Leadership and Management

Personal Information

  • Title: Deputy Operations Management (Enterprise Managed Mobility)
  • Date of Birth: 07/02/85

Languages

  • English
  • Hindi
  • Marathi

Disclaimer

I the undersigned hereby state the above information is true to the best of my knowledge and belief.

Languages

English
First Language

Timeline

Deputy Manager of Operations

ADP India Pvt Ltd
06.2018 - Current

Vodafone Shared Services India Team Manager - Operations

Vodafone Shared Services India
12.2011 - 06.2018

Deputy Operations Management (Enterprise Managed Mobility)

Vodafone Shared Services India Customer Service Executive

Vodafone Shared Services India

3 Global Services Ltd, Retention Specialist

3 Global Services Ltd

Diploma - HMCT

Dr. D.Y. Patil Institute of HMCT

Secondary / Higher Secondary -

Maharashtra State Board

Similar Profiles

CREATE PROFILE
Joshua Selvam