MAGESH AKILESWARAN
Assistant Manager
Chennai,TN
Summary
Results-driven operations professional with over 13 years of experience in BPO operations, primarily within the finance domain, and a strong background in investment banking complemented by 2.5 years in testing. Proven track record of exceeding KPI and SLA targets while implementing strategic improvements to enhance operational efficiency and deliver quality results. Expertise in managing end-to-end process operations, including account transfers, customer support, and reconciliation processes, ensuring compliance with regulatory standards and internal controls. Adept at fostering customer satisfaction through innovative strategies and effective communication, combined with strong analytical and problem-solving skills to drive continuous improvement initiatives.
Overview
18
18
years of professional experience
1
1
Scrum Master
Work History
Assistant Manager
TCS Siruseri
08.2023 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Conducted performance evaluations and provided constructive feedback to employees.
- Implemented loss prevention strategies, significantly reducing shrinkage.
- Handled IQMS & PRR audits.
Quality Analyst
Legato Health Care Technologies
02.2021 - 07.2022
- Worked closely with development team to ensure applications are tested to defined level of acceptance
- Report defects and work closely with other teammates to get them fixed
- Worked as SPOC to clear abended jobs during cycle run
- Played vital role as Scrum master by clearing out impediments effectively
- Ensured that project requirements are defined and elaborated on in-time, so that team members are clear on relevant product features
- Worked on continuous improvement of team's output through sprint reviews with stakeholders
- Mentored team to keep improving team-specific factors such as relationships, tools, work environment, and processes through sprint retrospectives
- Applications
- WGS Claims Application
- Jenkins
- Jira
- CTM tool for Scheduling jobs
Lead Representative
Pershing India operational services LLC, BNY Mellon
03.2010 - 08.2020
- Role:
- Driving operational excellence set as a standard by the clients and adhering to the standard operating procedures.
- Setting out in-house quality standards, ensuring a high-quality customer experience while adhering to the SLAs, tracking escalations and managing key performance indicators.
- Leading daily service delivery and proactively conducting team huddles to discuss about continuous development & improvement of services in accordance with targets / objectives.
- Understanding requirements through client interaction, thereby providing the effective resolution.
- Designing & streamlining processes to ensure smooth functioning of the business operations.
- Monitoring the performance of the team; ensuring that all escalations are made in a timely manner and that corrective actions are taken.
- Scheduling & managing call on a weekly basis with Onshore team for analyzing, tracking and communicating updates in a timely manner within the query management expectations.
- Raising a red flag to the management whenever any issues or escalations arise in the process.
- Conducting internal trainings sessions and mentoring team mates; performing Root Cause Analysis for any recurring errors & providing timely feedback on the health of the process to the management.
- Being a subject Matter Expert I always ensured all processes, procedures are documented to standard guidelines & also shared with cross functional teams and internal collaborators to have better client experience.
- Ensured all KCS documents are created and modified if any new update received.
- Initiating Incident Management by recognizing or verifying an issue reported through request management.
Service Provider
Accenture
04.2009 - 03.2010
- The process starts with the installation of machines as per the requests of the client (Pitney Bowes).As a part of this the machines before reaching to customer has to get licensed.
- In the second part we will charge for the machines that are in use by the customer for the certain period.
- The final part of the process is de-licensing in which the given period for the use of machines to the customer will be completed and the license of that particular machine will be cancelled.
Process Associate
Citigroup Global Services
07.2007 - 07.2008
- Payout is the core process of the security release team, where the financial exposure is high.
- It's a process where the customers send a CMS pmt to apply into a/c and also request for the loan closure.
- The responsibility of the team begins here as payment posting and carries to the settlement happens and also releasing charge on the Property
Education
Bsc. - Biotechnology
S V Degree College, S V University
KadapaSkills
Client onboarding management
Resource allocation coordination
Effective team leadership
problem-solving
Decision-making
Team motivation
Recruiting and interviewing
Workload management
Customer relationship management (CRM)
Coaching and mentoring
Certification
Scrum Master Certification
Additional Information
- Awards Won: 2 Bow Awards 3 Bravo Awards , 1 Spotlight Award
Declaration
I hereby declare that all the details provided above are true to the best of my knowledge
Accomplishments
- Supervised team of 50 staff members.
- Achieved 100 % Customer Satisfaction Survey score consistently for the team by completing all the deliverables with accuracy and efficiency.
- Received Manager of the year award.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Assistant Manager
TCS Siruseri
08.2023 - Current
Quality Analyst
Legato Health Care Technologies
02.2021 - 07.2022
Lead Representative
Pershing India operational services LLC, BNY Mellon
03.2010 - 08.2020
Service Provider
Accenture
04.2009 - 03.2010
Process Associate
Citigroup Global Services
07.2007 - 07.2008
Bsc. - Biotechnology
S V Degree College, S V University