Open To Work
Prajith P
Thiruvananthapuram
Work Preference
Job Search Status
Open to workDesired start date: Immediately
Desired Job Title
Associate ManagerDeputy ManagerManagerOperations ManagerAssistant ManagerWork Type
Full TimeLocation Preference
On-SiteRemoteHybridLocation: Bengaluru, KAKochi, KLErnakulam, KLChennai, TNTrivandrum, KL
Open to relocation: Yes
Salary Range
₹2000000/yr - ₹3000000/yrImportant To Me
Career advancementWork-life balancePersonal development programsCompany CultureSummary
Dynamic associate client manager at Williams Lea by RRD with expertise in client management and data analytics. Proven ability to enhance client satisfaction and retention through customized solutions. Experienced in leading teams and implementing process improvements that promote excellence and collaboration. Focused on driving operational success and achieving measurable results.
Overview
18
18
years of professional experience
Work History
Associate Client Manager - Operations
Williams Lea by RRD
Cochin
05.2024 - 02.2026
- Partnered with clients to understand business priorities, delivering tailored solutions that improved satisfaction and retention.
- Built and maintained strong client relationships, serving as the primary point of contact for day-to-day inquiries and issue resolution.
- Delivered all projects on time and met quality standards while managing multiple projects and deadlines.
- Monitored team KPIs, identifying gaps and implementing corrective measures to improve service levels.
- Monitored operational metrics and identified areas for process improvement.
- Led operational process audits to ensure compliance and improve service delivery accuracy.
- Led and mentored a team of Workflow Coordinators, QC, and operators, fostering individual and team growth through coaching and performance feedback.
- Mentored junior team members on client management best practices, fostering skill development and team cohesion.
- Conducted regular team meetings to align priorities, resolve challenges, and reinforce client-first strategies.
- Delivered constructive feedback and performance reviews, fostering continuous improvement and career growth.
- Built internal relationships that improved service delivery and streamlined escalation.
- Prepared detailed reports and presentations for clients, highlighting performance metrics.
- Analyzed data trends to optimize resource allocation, manage shrinkage, and maintain productivity to meet client demands.
Team Lead (Senior Associate)
EYGBS India Pvt Ltd
Thiruvananthapuram
12.2014 - 12.2022
- Spearheaded a Business Support Team providing comprehensive support to external clients and key stakeholders and executive leadership.
- Championed client service excellence, consistently meeting or exceeding Service Level Agreements (SLAs).
- Established clear objectives and Key Performance Indicators (KPIs) for the team, ensuring performance accountability.
- Delegated tasks strategically and set project deadlines to optimize workflow and project completion.
- Directed the interview and recruitment process for new team members, ensuring a high-Caliber workforce.
- Identified training needs and implemented coaching strategies to enhance team capabilities.
- Conducted monthly performance evaluations, offering constructive feedback to foster professional growth.
- Led the annual review process, providing comprehensive feedback and guiding career development.
- Conducted meticulous quality analysis to guarantee the highest standards across all team outputs.
- Acted as a Subject Matter Expert (SME), adeptly addressing queries across diverse platform applications.
- Facilitated knowledge transfer sessions on new applications, improving team competency.
- Coordinated product activations across global teams, streamlining cross-functional collaboration.
Executive – Accounts
Allianz Cornhill Information Services
Thiruvananthapuram
12.2012 - 10.2014
- Executed payment runs via Cheque and BACS, ensuring efficient financial transactions for the Allianz UK office.
- Managed Accounts Payable operations for Allianz UK, managing employee claims and supplier invoice processing on SAP FI Module.
- Maintained strict adherence to service level agreements, optimizing response and resolution times.
- Monitored and resolved pending issues, providing timely updates to customers to ensure satisfaction.
- Performed daily audits of processed invoices and claims, ensuring accuracy and compliance.
- Analyzed daily audit and SLA reports, providing actionable feedback to senior manager/chief cashier.
- Managed and reported monthly audit and SLA findings to the UK Accounts Manager, fostering accountability and transparency.
- Conducted comprehensive training for new team members, enhancing team proficiency and performance.
Executive -Customer Support Centre
IBS Software Services Pvt Ltd
Thiruvananthapuram
10.2010 - 12.2011
- Spearheaded first-level IT support for IBS software products, ensuring prompt resolution of customer inquiries.
- Managed a semi-voice international process, delivering exceptional support to global clients via calls and emails.
- Expertly analyzed technical issues, promptly escalating high-priority incidents to ensure swift resolution.
- Coordinated with Level 2 support teams, routing calls and tickets to facilitate effective problem-solving.
- Committed to adhering to Service Level Agreements, guaranteeing timely and efficient customer support.
- Organized and led conference calls to address complex issues, fostering collaborative problem-solving.
- Monitored daily executive performance and reported insights to senior management to enhance service quality.
Quality Specialist
RR Donnelley India Outsource Pvt Ltd
Thiruvananthapuram
11.2006 - 10.2010
- Led a dedicated Quality Assurance team for UK complaints handling, ensuring high standards.
- Led quality control team for UK utility company's nonvoice project, managing 180 members to ensure compliance with standards.
- Conducted meticulous reviews of agent-drafted responses, pinpointing and correcting errors.
- Delivered constructive feedback to agents, fostering continuous quality improvement.
- Resolved agent queries, providing guidance to elevate both quality and productivity.
- Compiled and analyzed daily quality reports from controllers, assessing team performance to identify areas for improvement.
- Oversaw quality control, providing feedback to improve agent performance.
- Facilitated weekly agent meetings, encouraging feedback to boost production and quality.
- Devised and implemented strategic process improvements for optimal quality outcomes.
- Produced detailed daily, weekly, and monthly quality analysis reports to inform decision-making.
- Proficient in utilizing SAP CRM module as an end-user to enhance service delivery.
- Implemented process strategies, analyzed data & reported to management.
PDA Supervisor
Blue Dart Express Ltd
Thiruvananthapuram
06.2005 - 10.2006
- Collaborated with operations and administration to streamline product delivery and manage operations team.
- Handled customer calls to address complaints, ensuring timely resolution and customer satisfaction.
- Assigned daily tasks to each team member.
- Provide training for new team members.
- Prepare and implement new plans to improve quality.
- Provided daily updates to line managers on team activities and operational status.
- Update online delivery status on a daily basis.
Education
B.com degree - Taxation(optional)
05-2005
12th (Higher Secondary) - Commerce Group
03-2002
Skills
- Client management
- Customer Analytics
- Data analytics
- Service level agreements
- Reporting
- Operational Dashboards
- CRM Software
- Financial Analysis
- Finance
- Compliance management
- Process improvement
- Data analytics
- Performance assessment
- Tracking performance
- Advanced Excel
- Microsoft Office
- Issue resolution
- Revenue growth
- Training design
- Team management
- Team leadership
- Cross-functional teamwork
- Performance assessment
- Problem-solving
- Critical thinking
- Time management
- Multitasking
- Analytical thinker
- Effective communication
- Verbal communication
- Listening skills
- Interpersonal skills
- Personnel coaching
- Profile development
- Customer support
- Product Presentations
- Verbal communication
- Data Management
- Expense Tracking
- Product Presentations
- Analytical thinker
Personal Information
- Date of Birth: 08/31/84
- Gender: Male
- Nationality: Indian
Languages
- English
- Hindi
- Malayalam
Timeline
Associate Client Manager - Operations - Williams Lea by RRD
05.2024 - 02.2026
Team Lead (Senior Associate) - EYGBS India Pvt Ltd
12.2014 - 12.2022
Executive – Accounts - Allianz Cornhill Information Services
12.2012 - 10.2014
Executive -Customer Support Centre - IBS Software Services Pvt Ltd
10.2010 - 12.2011
Quality Specialist - RR Donnelley India Outsource Pvt Ltd
11.2006 - 10.2010
PDA Supervisor - Blue Dart Express Ltd
06.2005 - 10.2006
Kerala University - B.com degree, Taxation(optional)
Higher Secondary Board - 12th (Higher Secondary), Commerce Group