Pruthviraj J
Deputy Manager Operations
Bangalore
Summary
To gain knowledge and upskill in leadership, operational excellence and organizational development with keen understanding of elements of the business process. Understand and align to the organizational goals to implement the expertise and experience gained in this role to lead bigger teams / develop complex projects with efficiency and significantly contribute towards the exponential growth of the organization
16 years’ experience within the BFSI, Telecom domain,Software,Quote to order, donning various Leadership roles in Operations, Transitions Management, Quality Management , Process improvements and Transformation. In depth knowledge in people management practices, customer relationship management, transformational projects, capacity planning and managing day to day operations. Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Deputy Manager, License Inventory Management
Oracle India Private Limited
03.2019 - Current
- Managing & leading LIR Business of 40 FTEs with 3 Assistant managers across EMEA and NAMER region for running hybrid process successfully
- Accountable for KPI’s SLA signed with GLAS Team
- Responsible for operational rollout of services within team, as agreed by Directors in conjunction with LMS Global Process Owners
- Optimized internal workflows by identifying bottlenecks in processes and implementing efficient solutions for increased productivity.
- Improved team efficiency by streamlining processes and implementing innovative management strategies.
- Increased customer satisfaction levels by developing targeted strategies to address client concerns effectively.
- Evaluated employee performance regularly using well-defined criteria, recognizing top performers and addressing under performance proactively.
- Mentored junior staff members on best practices for project management and team collaboration skills, fostering and supportive work environment.
- Oversaw daily operations of department, ensuring maximum productivity and adherence to company policies.
- Daily and long-term planning to meet and exceed deliverables
- People Management – Performance, Career progression, Motivation, Mentor and Retention/Attrition
- Take ownership of escalations that arise within department and drives to resolution
- Interview and make hiring decision
- Responsible for department evaluation, training, talent management and career development
- Provide regular performance metrics with Management
- Encourage innovation, create innovative working environment.
Process Lead - Assistant Manager
AXA Business Services
10.2014 - 02.2019
- Managing & leading a team of 30 FTEs,3 Team leads & 6 SMEs for running successful process operations & experience of developing procedures, service standards for business excellence
- Reduced waste in production by closely monitoring operations and making necessary adjustments.
- Streamlined processes by identifying inefficiencies and implementing improvements for increased productivity.
- Championed Lean Manufacturing principles throughout workplace, driving waste reduction efforts across all aspects of production processes.
- Led successful change management initiatives, minimizing disruptions during transitions while maximizing positive outcomes for organization as whole.
- Identify and drive continuous improvement projects – Blue Belt to ensure better process and business efficiency achieved
- Drive process improvement initiatives to motivate and encourage employees to generate ideas
- Manage end to end new process migration by coordinating with BSG team [Business solution group]
- Drive critical project every year – Involves, Initiating the project, Planning, Execution, Monitoring & Controlling and Closure of the project by considering competitive factors, Scope, Time, Cost, Quality and Risk
- Manage Attrition, Billing resources with effective cost management to department by Coordinating with HR operations, Client and Senior Managements
- Manage Strategic Resource planning for department and adjust FTEs internally for effective utilization of people
- Identify And Facilitate Learning and Development Program to improve competencies of employees to perform better in their roles and responsibilities
- Manage & Identify Fraud at Department Level for all Financial transactions processed and disbursed
- Manage KRI [Key Risk Indicator] for New Business teams
- Involved in managing Budget at department level
- Enhanced employee engagement by organizing regular training sessions and promoting a culture of learning within team.
- Conduct RCSA (Risk Control Self-Assessment) for other processes
- Proven abilities in driving Blue Belt projects to improve process quality and efficiency.
Associate to Sr.Team Lead
Hinduja Global solutions
08.2008 - 09.2014
- Spearheading operations for process with total team strength of 30 FTE’s in achieving business objectives
- Responsible for scheduling and forecasting of entire workforce and maintaining monthly resource chart for business
- Preparing Daily/weekly reports and maintaining Leave Tracker on regularly basis
- Instrumental in Client interaction & providing error free continuation of their per-employment screening process
- Organizing weekly meetings with stakeholders, client & team; preparing & sending Mom’s to Manager detailing actionable items
- Representing process before Higher-Level Management and client with exhaustive daily/weekly/monthly reports providing vital information
- Owning responsibility & accountability for performance of the teams
- Pivotal in planning & providing process training to new hires as well as refresher training to the seasoned associates
- Develop frameworks to help management track SLAs, workload volumes, FTE estimates etc
- Discuss with client on issues faced etc
- Maintain IQMS documents as per ISO standards
- Incident reporting – Raise P1/P2 tickets based on complexity of system downtime and coordinating with IT onshore to resolve system/application issues
- Create resilience of process by conducting training to new and existing employees
- Queue Management – Allocation of work based on skill set of people and reporting work status COB
- Analyzing critical KPIs, Query/Handoffs, Customer complaints and quality errors to find out root cause and provide action plans and suggestions to increase efficiency of process
- Connect with Onshore partners to calibrate and bridge process gaps, share views different views and thoughts with process change ideas
- Prepare performance dashboard and share with team and management
- Provide feedback to team members on quality performance and process management
- Ensure timely and accurate reporting to Clients and senior management.
Education
B Sc in Computer science - Computer Science
SSMRV College
Bengaluru 06.2005 - 04.2008
PUC - Physics,Maths,Computer Science
SSMRV PU College
Bengaluru 06.2003 - 04.2005
10th [SSLC] -
SNSHS High School
Bengaluru 05.2002 - 04.2003
Skills
Process and procedure development
undefinedProject Accomplishments
- Driving transformation projects like identifying, facilitating and implementation of robotic automation
- Paperwork process for LIR Inventory & Reconciliations
- Implementation of Customer Centricity index metrics
- Reduction in learning curve in Partner and Customer reconciliation process
- Capacity Utilization [AHT and FTE Base Lining]
- Introduced Cross sell team with the idea of cross selling Health to Motor customers and gained a revenue of 4 million within year
Certification
Lean Six Sigma Green Belt Certification
Personal Information
- Date of Birth: 10/07/85
- Nationality: Indian
- Marital Status: Married
Timeline
Deputy Manager, License Inventory Management
Oracle India Private Limited
03.2019 - Current
Process Lead - Assistant Manager
AXA Business Services
10.2014 - 02.2019
Associate to Sr.Team Lead
Hinduja Global solutions
08.2008 - 09.2014
B Sc in Computer science - Computer Science
SSMRV College
06.2005 - 04.2008
PUC - Physics,Maths,Computer Science
SSMRV PU College
06.2003 - 04.2005
10th [SSLC] -
SNSHS High School
05.2002 - 04.2003
Lean Six Sigma Green Belt Certification
Managing as a Coach
Strategic Leadership
Principles of Management
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