Summary
Overview
Work History
Skills
Timeline
Generic

Praveen Nambiar M K

Bangalore

Summary

Result driven management executive with close to 23 years of experience in ITES industry. An ambitious and optimistic ITES professional with proven abilities in areas of solution design, managing and building teams while improving efficiency of operations with service levels at priority. Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects.

Overview

21
21
years of professional experience

Work History

Manager Mobilisation

Accenture
01.2012 - 05.2021
  • Mobilisation Solution Design & Execution
  • Performing the Mob solution architect for High Complex deals
  • Responsible for managing 12 Mob solution architects across Europe and Software & Platform portfolio
  • First level of sign off for all Mob Solutions across Europe and S&P Portfolio
  • Work across clients to provide support during solution realization and service transition activities by contributing specialized knowledge and experience
  • Execute and track issue identification and resolution, and customer relationship maintenance of identified work streams
  • Define elements of the detailed solution in sufficient detail to accurately estimate the cost, effort, timeline, and likelihood of success in delivering the contract
  • Work with service delivery to confirm and validate the solution and cost
  • Work with appropriate parties to model the operating costs of the solution
  • Create solution proposal content related to the in-scope services for the overall proposal
  • Ensure that all the components of the solution are aligned and approved
  • Provide the service transition team leads with a clear understanding of their responsibilities
  • Work with appropriate parties to estimate the costs of the service transition program
  • Identify all risks and assumptions made regarding the service transition effort
  • Execution Lead: For a Large global bank – €26B Revenue, 160,000 employees, €1T in assets
  • Wave Lead & People Rebadging ( 80 FTEs)
  • Responsible for the people and process readiness from on boarding through to stabilization
  • Responsible for Wave Budget
  • Detailed planning, monitoring and controlling of KT for Service Scope timelines, milestones and resource usage
  • Responsible for stake holder management, reviews and reporting specific to the wave
  • Working with counterparts to manage scope
  • Coordinate with development and other Workstream team leads to identify cross-team impacts.

Consultant

Infosys BPO
04.2007 - 01.2012
  • HRO Solution Design & Outsourcing Advisory
  • Lead and architect customized outsourcing solutions based on the key business challenges of prospects
  • Design HRO solutions and co-ordinate with cross functional teams
  • Discovery of HR processes
  • HR consulting exercise
  • Lead Request for Proposals (RFP) and Request for Information (RFI)
  • Client relationship management and Vendor liaison
  • Manage client visits
  • Building the transition plan including different activities and dependencies
  • Understand client processes, map them and finalize offshore process maps
  • Develop training plans and oversee training of Initial Operations Team
  • Prepare and execute an issue escalation and resolution system
  • Conceptualize and organize due diligence visits of prospects, with emphasis on mapping their needs to our service offerings
  • Showcase realistic and achievable cost savings to prospects by building customized business cases during discovery exercises
  • Focus on incorporating best in class practices and industry benchmarks while designing solutions for the prospects
  • Provide prospects with strategic advisory on outsourcing based on understanding of outsourcing industry and core business processes, thereby helping them achieve maximum business value
  • Pre Sales & Business Development
  • Lead large scale Project Management Office (PMO) consisting of geographically dispersed, multi-disciplinary experts while responding to RFPs / RFIs in complex business environments
  • Set up project plan for the opportunity team with milestones to map the timely execution of projects and proposals
  • Build an active pipeline of prospects resulting in either consulting projects or in annuity outsourcing business
  • Co-ordinate with analyst firms such as Everest and Nelson Hall
  • Develop and utilize competitive intelligence, analyst relations and overall know-how of the industry trends
  • Projects Undertaken: Due Diligence for a Retail Client for the HRO service in the UK Region
  • Assessing Compliance Processes ( Form 5500 ) and helping the client with filing
  • Fit Gap Analysis on Payroll Process & Systems for a Retail Client in the UK Region
  • Other role: Assistant Manager (HR Operations)
  • Handled 40 FTEs across for a Case Management team with functions across Health & Welfare, COBRA, FSA & Defined Benefits
  • Responsible for implementing leading work practices with focus on developing talent for optimum performance levels
  • Exceed client expectations by demonstrating deep understanding of BPO operations, quality and service level agreements
  • Enhanced SLA compliance by formulating and executing the action plan encompassing recruitment, training, ramp up and efficient mentoring of best fit resources
  • Driving Operational excellence and CSAT
  • Responsible for overall HR operations delivery.

Senior Team Leader

Fidelity Business Services
04.2005 - 04.2007
  • As a senior team leader was responsible for end to end operations management for Retirement Service processes -Rollovers, Loan Repayment, Stock Processing
  • Had the experience of Reverse transitioning the process from Third party Provider ( India) and was instrumental in knowledge transfer
  • Manage a team of 20 that delivers retirement services
  • Team Management – people management, conflict management and resolution, deliverables against the service level agreements, Quality tracking, six sigma charters, cross training team members on other processes
  • Client Servicing – building and maintaining relationships, creation of value add’s, understanding, analyzing and implementing client requirements, process re-engineering and constant updation of performance standards to ensure client satisfaction
  • Ensure overall delivery of service as per defined client Service Level Agreement
  • Process Management with emphasis on process re-engineering to the objective of improved service delivery
  • Career Counseling
  • Performance Feedback and management
  • Goal Setting
  • Creating Development Plans
  • Driving Operational excellence
  • Driving CSAT and SLA adherence
  • Contribute towards solutions design and testing
  • Manage cost efficiency in running operations by implementing various process improvement initiatives
  • Document potential issues and coordinate closure of issues with scope
  • Interface with client lead for Operations reviews
  • Collaborates with offshore / onshore liaison to understand demand requirements for clients
  • Responsible for managing and delivering reports – Daily, Weekly and Monthly reports
  • Create a weekly/monthly presentation for the client
  • Seeks advice and escalates issues when faced with tasks/problems outside normal scope of job.

Team Lead

Nipuna Services
06.2004 - 04.2005
  • Had been in charge of the complete remote training phase on the subject matter (Health Vertical)
  • Handling a team of 25 members
  • Carried Out Confirmation Appraisal, Performance Appraisal & have set Goal Sheets for Team Members
  • Have prepared Ramp-Up Plan in consulations with the client
  • Preparing Weekly & Monthly Off’s Review Report
  • Preparing Reconcilation Report daily and forwarding the same to the Top Management for the Client & Nipuna
  • Doing Root Cause & Analysis on the Audit Error reports received from the client
  • Handling escalations and communicating with the clients with regard to team performance on a daily basis
  • Imparting Training to Team Members.

Associate, Process Lead

AXA Business Services
11.2001 - 06.2004
  • Processing work request for Life Insurance processes
  • Doing Work allotment based on reports
  • Generating Pipeline report on a daily basis and forwarding it to the customers
  • Preparing Quality, Error & Analysis Report on weekly basis
  • Part of Knowledge transfer group responsible for transitioning life Insurance Processes from AXA US
  • Performing Quality check & Authorizations for the work done by the team members
  • Was awarded with “Idea of the Quarter” for initiating Process Improvement for the period December 2002.

Customer Care Executive

First Ring India Pvt Ltd
05.2001 - 11.2001
  • Worked in Outbound Calls for a Project Called Providian Credit Card
  • Worked in the quality team to analyze the calls made by the other members.

Customer Care Executive

Travelanza.Com
12.1999 - 02.2001
  • Liaising with Star Hotels Located outside Bangalore through the net for the best tariff & discounts for Customers
  • Maintaing the data base of all the hotels on our site in an excel format
  • General Correspondence to the hotels
  • Getting new hotels to sign up with our portal.

Associate Vice President HRO Solutions

TCS
06.2021
  • HRO Solution Design & Outsourcing Advisory
  • Transformation Lead for HRO clients
  • Develop the transformation roadmap working with Technology partners
  • Implement transformation roadmap post working with client as part of Due Diligence/Discovery
  • Lead and architect customized outsourcing solutions based on the key business challenges of prospects
  • Design HRO solutions and co-ordinate with cross functional teams.

Skills

  • Policy Implementation
  • Operations Management
  • Project Management

Timeline

Associate Vice President HRO Solutions

TCS
06.2021

Manager Mobilisation

Accenture
01.2012 - 05.2021

Consultant

Infosys BPO
04.2007 - 01.2012

Senior Team Leader

Fidelity Business Services
04.2005 - 04.2007

Team Lead

Nipuna Services
06.2004 - 04.2005

Associate, Process Lead

AXA Business Services
11.2001 - 06.2004

Customer Care Executive

First Ring India Pvt Ltd
05.2001 - 11.2001

Customer Care Executive

Travelanza.Com
12.1999 - 02.2001

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Praveen Nambiar M K