Kadhiravan Govindasamy
Bengaluru
Summary
Accomplished Operations Manager with a proven track record at Infosys BPM, excelling in project leadership and quality management. Expert in SAP and CRM, driving process improvements and enhancing client relationships. Successfully led cross-functional teams, achieving a 20% increase in operational efficiency. Strong communicator and leader, adept at conflict resolution and stakeholder engagement.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Operations Manager
Infosys BPM
05.2024 - Current
- Program & Project Leadership: Lead transition planning, manage resource deployment and allocation, and implement project management methodologies. Drive process improvement and lead cross-functional project teams.
- Operations & Workflow Management: Oversee the end-to-end "Software Licensing and Invoicing" process, including deal/contract creation, order processing, and dispute resolution. Manage the Canada OU business and handle various reports and financial processes (change requests, reconciliation, credits).
- Quality & Performance: Review and improve service quality plans, align staffing with production targets, and analyze business metrics to deliver client value. Conduct regular reviews for efficiency and client reporting on deal status and challenges.
- Stakeholder & Client Relations: Coordinate with internal and external stakeholders, build strong client relationships, and provide exceptional service to the seller community. Manage escalations, facilitate seller calls, and support deal progression throughout the lead-to-order cycle to maximize compliant revenue and meet KPIs.
Senior Specialist
Blackbox
03.2021 - 04.2024
- End-to-End Order Processing: Manage the complete order lifecycle, ensuring timely and successful transactions. This includes seamless coordination with downstream and upstream functions such as Accounts Receivable (AR), Procurement, Return Merchandise Authorization (RMA), Vendor Management, and Negotiation.
- Accurate Documentation: Create and maintain detailed and precise records for all transactions.
- Customer Communication: Clearly communicate key customer purchase terms and conditions.
- Order Reconciliation & Validation: Reconcile sales order submissions and generate valid system orders.
- Customer Satisfaction & Implementation: Monitor the order lifecycle to meet customer needs promptly. Collaborate closely with the implementation team to ensure installation schedules are met, prioritizing customer satisfaction.
- Billing Management & Reconciliation: Track billing schedules to ensure accurate and timely invoicing, supporting healthy cash flow. Manage and review billing processes, handling various transactions including subscription and milestone billing, and performing billing reconciliation.
- Invoice Distribution & Dispute Resolution: Distribute customer invoices efficiently and promptly clarify and resolve any billing disputes.
- Reporting: Generate and distribute various reports to different departments as requested.
- System & Domain Expertise: Demonstrate strong proficiency in SAP Sales Distribution (SD) for order management. Possess solid functional knowledge of sales and procurement processes, alongside expertise in contract review and contract-based order processing.
Senior Contract Renewal Administrator
NTT
08.2019 - 12.2020
- Quote & Contract Lifecycle Management:
Generate customer quotes by identifying optimal goods and service combinations.
Process vendor quotations, integrating NTT Uptime services for client presentation.
Manage contract renewals, including product adjustments based on customer needs.
Convert approved quotes into legally binding contracts. - Sales & Client Relationship Management:
Negotiate with customers to align with their budget and secure profitable deals.
Liaise directly with clients to follow up on proposals and close sales.
Collaborate with sales managers to understand requirements and achieve Purchase Orders (POs).
Maintain daily communication with vendors and customers. - Reporting, Data Management & Training:
Analyze and prepare daily, weekly, and monthly reports.
Handle sensitive information discreetly, ensuring strict confidentiality and compliance.
Maintain and update personnel records and internal databases for document management.
Provide training and mentorship to new team members.
IT Administrator & Educator
Cambridge Public E-School
06.2018 - 06.2019
- Manage IT infrastructure: Install, configure, monitor, troubleshoot, and upgrade hardware, software, network servers, and technology tools for school systems.
- Educate and mentor students: Serve as Computer Science faculty for higher grades, developing and teaching new technologies, and providing mentorship for student development.
- Support school initiatives: Coordinate and budget for school events, contribute to educational research programs, and participate in confidential exam committee work for question paper creation and evaluation.
Customer Solutions Specialist
Hewlett Packard Enterprise
12.2012 - 03.2018
Technical Sales Support & Customer Service
- Translate technical requirements into buildable and orderable quotations.
- Coordinate and follow up on customer queries and complaints regarding delivered products.
- Investigate and resolve internal team and branch queries.
- Collaborate with Business Units and Supply Chain Order Management to ensure legal delivery of configurations.
- Gather and act on customer feedback.
- Perform quality checks on work as per SLA.
- Motivate and evaluate individual team member performance.
- Conduct root cause analysis and monthly reviews of team performance.
- Actively contribute to new project improvement discussions with management.
- Analyze and distribute workload based on team members' expertise.
- Prepare daily, weekly, and monthly status reports, including CAPA activities, dashboards, and test summary reports with metrics.
- Serve as the overall technical and process guide (key user) for the Order Management and Configuration team.
- Monitor team performance to ensure consistent achievement of metrics.
- Manage order processing and care unit activities for sales of products and services in the EMEA cluster.
- Handle order validation, processing, fulfillment, escalations, status updates, and follow-ups, including delivery and logistics.
- Support physical and financial claim processes.
Education
Master of Arts - Yoga
Madurai Kamaraj University
Madurai, India06-2020
Bachelor of Engineering - Electronics And Communications Engineering
Thangavelu Engineering College
Chennai, India11-2010
Skills
- Enterprise Software: SAP-R01, SFDC
- Data & Analytics: Online tracking portals, customer databases, SLA and AHT metrics tracking, CSAT management and reporting
- Communication & Leadership: Verbal and written communication, team leadership, conflict resolution, escalation management
- Financial Operations: Account reconciliation, order management, deal and contract management
- Relationship Management: Customer relationship management (CRM), supplier relationship management (SRM)
- Quality & Process Improvement: Quality management
Accomplishments
· Rock Star Winner for FY’15 Q1 across sales cluster at HP.
· Will to Win award – November’14, June’15, November’15, January16 at HP in recognition for the exemplary performance.
· Awarded “Best Buddy for Quarter” Award during Q2-2017, for training the new hires and performing quality checks on their work consistency, ensuring they deliver beyond customer expectations
· Awarded “Best contribution Team” for achieving our goals and flexible for the team and additional activities” during Mar’17 – given by Sales Operations VP.
· Long Tail process owner for Malaysia service renewals in NTT and striving to achieve the target of 50% and above Renewal rate consecutively.
· Awarded as Customer Relationship Champion for Microsoft project (Deal contract Assist)
Certification
Lean Six Sigma - Green Belt
Lean Six Sigma - Black Belt
Agile Certified Practitioner (PMI-ACP)
JIRA
Domain Configuration Management
PMI - Project Management Professional
Certified in Supply Chain Management
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Hindi
Elementary (A2)
Telugu
Elementary (A2)
Kannada
Intermediate (B1)
Timeline
Operations Manager
Infosys BPM
05.2024 - Current
Senior Specialist
Blackbox
03.2021 - 04.2024
Senior Contract Renewal Administrator
NTT
08.2019 - 12.2020
IT Administrator & Educator
Cambridge Public E-School
06.2018 - 06.2019
Customer Solutions Specialist
Hewlett Packard Enterprise
12.2012 - 03.2018
Master of Arts - Yoga
Madurai Kamaraj University
Bachelor of Engineering - Electronics And Communications Engineering
Thangavelu Engineering College
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