Jyothi Srinivasa Raghavan

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.

Summary

Overview

Work History

OPERATIONS MANAGER

Education

Diploma - Diploma Mechanical Engineering

Skills

Certification

Timeline

OPERATIONS MANAGER

Diploma - Diploma Mechanical Engineering

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