Jyothi Srinivasa Raghavan
Operations Manager
Bangalore
Summary
Executive summary Result-oriented professional with 15+ Years of experience comprising senior level assignments in Operation Management (IBM India Pvt Ltd). Client servicing with an organization of high repute. Operation Management at McLaren Strategic Solutions from 01-June 2022.
Domain Expertise: Project management, Transition, Business operations, Business Analyst, Order to Cash, Procure to Pay, Record to Reconcile, Customer Service, Training, and coaching. Conceptualized & implemented best practices & techniques to ensure operational excellence of all processes related to OTC & Customer Service including AR, Order Management and Customer Returns / Claims Management on SAP Platform Pioneered the transition & completion of 3 onsite processes from United States of America , which involved knowledge transfer, change management, desktop procedures, process mapping, achievement & alignment of customer’s objectives with the overall business and performance management
KEY ACHIEVEMENTS: Agile Scrum Master. Certified Team member in a Black Belt Project Yellow & Green Belt Certified IBM Agile explorer certified. Enterprise Design thinking Practitioner. Blockchain project management.
AREA OF EXPERTISE Project Management Process Migration & Management Client Servicing & Quality Assurance Team Management & MIS Project Communication Tool Implementation Stakeholder Communication Team & People Management Client Relationship Management Budget control Operations Management Process Improvement/ Transition / Automation QA / SLAs / TAT Compliance Reporting and Analytics Service Delivery ERP Implementation Self-starting O
Overview
15
15
years of professional experience
2
2
years of post-secondary education
5
5
Certifications
2
2
Languages
Work History
OPERATIONS MANAGER
IBM India Pvt. Ltd
Bangalore
04.2007 - 05.2022
- Analyzing trends and current operations by identifying the gaps and opportunities for enhancement of existing processes
- Articulate those changes to multiple groups of stakeholders
- Collaborate with Product, Devops and Engineering leads on development and deployment of new features, internal tools, and automation
- Develop and communicate with best practices to Business Development and Account Management teams
- Building positive relationships and trust through strong cross-team interactions
- Maintain a deep understanding of industry trends, competitive offerings
- Developing & effectuating business contingency & continuity / capacity plan to ensure uninterrupted & smooth business operations for attainment of budgeted objectives
- Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
- Developing account level dashboards and presenting them to clients over the weekly & monthly reviews Discussing numbers, strategies and customer issues logged with the client on a weekly basis and taking actions on the same
- Deploying & implementing various processes & risks associated, identifying techniques, and implementing mitigation plans (to upgraded versions) to achieve efficiency in productivity
- Working as a part of Core Operations Team by providing feedbacks, counseling, and coaching to them Setting up targets, SOP & SLA and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process
- Drafting daily, weekly, fortnightly, and monthly reports involving client metrics and conducting weekly team reviews with the Team Leaders and SMEs; defining checkpoint, success/failure criteria, and formulating KRA, SLA Metrics, and so on
- Developing the Quarterly Performance Review Report to the client and projecting the challenges overcome within the quarter and the performance enhancement initiatives taken to overcome the challenges Appraising team performance basis on various reports and customer feedback as well as ensuring initial hiring and selecting process of the front line
- Directing the floor operations and assessing the team performance on a weekly basis by identifying the loopholes and assisting them to enhance their performance
- Offering solutions and suggestions for process and product improvements with the help of call monitoring, coaching and taking feedback for each call / resolution / escalation
- Presenting the findings on gaps to the Senior Management and brainstorming to zap the gaps, Consistent Client Appreciation Awards in 2008, 2009, 2011, 2012,2016, 2019, 2021
- IBM Star Award in 2009
- Champ Award for 2010
- INSPIRING WOMEN AS LEADER IN PART OF KNOWLEDGE TRASNITION FOR THE TEAM:
- Transition for Disputes Management in 2013 and twice for customer service in 2012 from United States of America
- Acting as a team member in a Black Belt Project (Yellow & Green Belt Certified)
- Supervised & communicated progress during the project, built performance measures related to objectives and implemented an ongoing performance management process, as part of business-as-usual following transition
- IBM Agile explorer certified
- Enterprise Design thinking Practitioner
- Blockchain project management.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Prepared annual budgets with controls to prevent overages.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Spearheaded department training to enhance employee performance and boost employee productivity.
- Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Formulated processes to reduce downtime and financial loss.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Reviewed operations reports to understand numbers and trends.
- Advanced productivity KPIs to achieve key business goals and objectives.
- Identified procedure or process changes required to improve performance and productivity.
- Introduced new methods, practices and systems to reduce turnaround time.
- Developed systems to track and log work issues.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
Education
Diploma - Diploma Mechanical Engineering
Bangalore Technical Board
Bangalore 06.2000 - 05.2002
Skills
Time managementEffective communicationEmotional intelligenceConflict managementTeamwork skillsStress managementProblem-solvingProductivity & organizationCritical thinkingAttention to detailAdaptabilityIT SkillOffice Packages: MS-OfficeERP Packages: Oracle R12, SAP R/3, UOPS (IBM Mainframe), PeopleSoft, Zendesk, Sales force JIRAACADEMIC EXCELLENCEPersistent First Class in Diploma Mechanical EngineeringSTRENGTHSMeticulous, Credible, Motivator & leader with valuesIssue solving mindset in any area with smart analysis & extensive knowledge in presenting reports
Project Management
Operations management
Project planning and development
Data analysis
Risk management
Cross-functional communications
Customer relations specialist
Employee relations and conflict resolution
Complex problems analysis
Risk analysis and management
Work flow planning
Project development and life cycle
Supply Chain Management
Cost reduction strategies
Certification
Agile Scrum Master.
Timeline
Agile Scrum Master.
05-2022
IBM Agile explorer certified.
08-2018
Enterprise Design thinking Practitioner.
04-2018
Blockchain project management
12-2016
Certified Team member in a Black Belt Project , Yellow & Green Belt Certified
06-2014
OPERATIONS MANAGER
IBM India Pvt. Ltd
04.2007 - 05.2022
Diploma - Diploma Mechanical Engineering
Bangalore Technical Board
06.2000 - 05.2002