Laxmi Sadasivan
Hyderabad
Summary
BRIEF ABOUT ME: Working as Quality, Training and Policy Manager leading a site with 18 years of experience with exposure to Operations as part of the experience. Endeavour to be a better version of yesterday with a belief of constant learning. I like to take calculative risk with an analytical approach.
Overview
18
18
years of professional experience
Work History
QTP HYD SITE LEAD
ACCENTURE
Hyderabad
07.2023 - Current
- Spearheading Quality, Training, Policy and Change Management functions at site level for the Operations in Hyderabad, Telangana.
- Stakeholder Management, Driving Process enhancements through Innovations/brainstorming, Leading Project Planning & Implementation, Designing Upskilling Programs, Financial Planning, Cross-site Management, Leading Rewards and Recognition program across multiple locations.
- Primary POC for any client coordination & escalations related to QTPC function at regional level.
- Associated with ~1200 HC team, overseeing three major verticals of a large-scale process for a Global Social Networking company, with a strong focus on revenue generation and brand value.
OPS DELIVERY MANAGER
ACCENTURE
07.2021 - 03.2023
- Plans, Coordinate & Manages 135 HC - 3 Programs End to End from People to Process & clients.
- Client engagement happens to be the major role in the project along with regular Ops check on SLA management, KPI management, Process health check, Client Management, Regular Interactions with Product Managers, Financial Planning, & Innovations happens to be the key focus areas day in day out.
- Primary POC for client coordination & escalations.
- Driving projects & finding opportunities to expand the visibility and experience of the products to the users.
TEAM MANAGER/SERVICE DELIVERY MANAGER
WIPRO
05.2020 - 07.2021
- Leading Operations of 320 HC along with reporting leads, delivering SLAs and Process enhancement approaches.
TEAM MANAGER/SERVICE DELIVERY MANAGER
CTS
04.2016 - 05.2020
- Leading a team of 230 comprising a mix of Associates, Team Leads and Team Managers. The team is spread across different geographies and time zones.
- Played key role in setup and successful transition of flagship digital marketing account at Cognizant, overseeing process initiation to steady state with headcount of 150 and recognized for impactful business ideas at client and firm level.
- Attrition Management with multiple teams in CTS: Resource Management happened to be a major project back in CTS with the goal of not missing targeted billing on a monthly basis. This included attrition management and performance management on negative parameters at different levels and locations.
- Managed resources in collaboration with HR to develop effective early warning system, crucial for reducing attrition.
- Oversaw SLA metric management and planned capacity to ensure billing was not affected and employee satisfaction remained high.
- Led introduction of quality model in sprint projects for social media content review, enhancing precision of quality performance and fostering collaboration across process vendors.
- Accuracy in CTS: Evaluated and corrected the approach in a workflow which showed 6% improvement in the program.
- SME program(Mentor-Mentee) showed good impact in minimizing the knowledge gap.
- Conduct regular research and analysis for the betterment of the program and better client engagement.
- Projects Handled: Taken up process related projects which benefited the client in terms of Brand Value and Cost Value.
TEAM LEAD - OPS & TRAINING LEAD
INTELENET GLOBAL SERVICES
11.2011 - 04.2016
- Handled the training and policy team of a vertical in Google Maps.
- Developing End to End program specific training plan.
- Upskilling team of trainers as a part of crisis management/business requirement/growth.
- Scheduling, Monitoring and Performance management with targeted throughput & Capacity planning.
- Handling user communication escalations on product and processes.
- Regular connects with the Product team for fixing and sharing the status reports of the bugs and new FRs.
- Training Top Management employees while joining the program.
SENIOR PROCESS TRAINER
KELLY SERVICES
04.2010 - 11.2011
- Employed and worked as training coordinator ensuring training plan, Policy Documentation, PIP Management, Upskilling & Reporting is taken care of presenting the performance details on weekly connect with stakeholders.
CONTENT ANALYST
APEX KNOWLEDGE TECHNOLOGIES
07.2008 - 04.2010
- Created written materials for a science project and managed the quality team to ensure SLAs were met.
Education
PG Diploma - Ops Management
IGNOU
Hyderabad01-2012
Bachelors of Science (B.Sc) - Biotechnology
Pragathi Degree College
Hyderabad01-2008
Bi.P.C -
Hindu College
Hyderabad01-2005
SSC -
S.V.Model High School
Hyderabad01-2003
Skills
- SLA management
- Quality, Training, Policy & Change management
- Solution oriented approaches
- Resource planning
- Client management
- Financial planning
- Process enhancement
- Stakeholder engagement
Languages
- English
- Hindi
- Tamil
- Malayalam
- Telugu
Personal Information
Date of Birth: 01/02/88
Timeline
QTP HYD SITE LEAD
ACCENTURE
07.2023 - Current
OPS DELIVERY MANAGER
ACCENTURE
07.2021 - 03.2023
TEAM MANAGER/SERVICE DELIVERY MANAGER
WIPRO
05.2020 - 07.2021
TEAM MANAGER/SERVICE DELIVERY MANAGER
CTS
04.2016 - 05.2020
TEAM LEAD - OPS & TRAINING LEAD
INTELENET GLOBAL SERVICES
11.2011 - 04.2016
SENIOR PROCESS TRAINER
KELLY SERVICES
04.2010 - 11.2011
CONTENT ANALYST
APEX KNOWLEDGE TECHNOLOGIES
07.2008 - 04.2010
PG Diploma - Ops Management
IGNOU
Bachelors of Science (B.Sc) - Biotechnology
Pragathi Degree College
Bi.P.C -
Hindu College
SSC -
S.V.Model High School