Minu S
Kochi
Summary
Process Operations Manager with extensive experience in ISO 9001 implementation and digital transformation at Fragomen Immigration Services. Specializes in enhancing operational efficiency and mentoring teams to achieve continuous improvement. Utilizes AI tools to drive performance enhancements and deliver measurable results through strategic project management and stakeholder collaboration.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Process Operations Manager
Fragomen Immigration Services India Pvt. Ltd.
11.2013 - Current
- Establishing Fragomen Education Services, an emerging business vertical.
- Spearheaded business strategy, budgeting, and performance monitoring across verticals.
- Initiated ISO 9001:2015 certification process while establishing internal audit frameworks for GDPR and InfoSec
- Designed Quality Management Systems, KPI dashboards, and digital workflows.
- Utilized AI technologies and RPA solutions to enhance efficiency of manual processes.
- Collaborated on custom CRM build-outs, SharePoint automation, and Power Automate flows.
- Implemented organization-wide lean programs and guided teams in project execution.
- Facilitated internal training sessions for Quality Champions and ISO Auditors.
Senior Quality Advisor
Convergys
Bangalore
11.2009 - 03.2013
- Led Voice of Customer initiatives and quality improvement projects.
- Delivered coaching and feedback based on interaction audits.
- Conducted calibration, RCA sessions, and client quality reviews.
Tele Sales Executive
24/7 Customer
Bangalore
01.2006 - 01.2009
- Achieved sales targets and supported onboarding and training of new hires.
Education
B.Sc. - Physics & Instrumentation
Maharaja's College
CochinSkills
- ISO 9001
- General Data Protection Regulation
- Security compliance
- Quality systems and continuous improvement
- Digital transformation and business strategy
- Budget management
- AI and RPA tools
- Operational efficiency
- KPI frameworks and performance monitoring
- Project management and stakeholder collaboration
- Team mentoring and internal capability building
- Lean methodologies and Kaizen
- Data analysis and dashboards
- Microsoft Excel and SharePoint
- Process mapping and SOP documentation
- Use case documentation and risk management
Certification
- IRCA Certified Lead Auditor – ISO 9001:2015
- Certified Lean Practitioner – ASQ
- Green Belt Training – ASQ
- GDPR Compliance – Deloitte
- RPA Foundation & Business Analyst Certifications – UiPath
- Project Management (PMBOK 6th Ed., 35 Hours)
- Management Development – IIM Kozhikode
- SharePoint & Power Automate Automation Workshops
Accomplishments
- Delivered ISO 9001 Certification and sustained audits for 5+ years
- Introduced RPA & AI initiatives leading to 20%+ productivity gains
- ‘Champion of the Year’ – Convergys
- Multiple recognitions as ‘Best Quality Advisor’
- Commended for strategic insights and operational leadership
Languages
- English
- Hindi
- Malayalam
Personal Information
- Date of Birth: 11/13/84
- Marital Status: Married
Timeline
Process Operations Manager
Fragomen Immigration Services India Pvt. Ltd.
11.2013 - Current
Senior Quality Advisor
Convergys
11.2009 - 03.2013
Tele Sales Executive
24/7 Customer
01.2006 - 01.2009
B.Sc. - Physics & Instrumentation
Maharaja's College
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