Purushothaman N
Bengaluru
Summary
Operations Manager with extensive experience in optimizing business processes to enhance efficiency and profitability. Proven track record in team leadership, cost reduction, and execution of strategic business initiatives. Recognized for strong problem-solving skills and impactful decision-making that fosters company growth. Committed to delivering quality results and exceptional service while promoting continuous improvement and professional development.
Overview
15
15
years of professional experience
Work History
Operations Manager
Accenture
03.2018 - 01.2025
- KPI/BOI/SLA Management
- Supporting team on ticket management as an when required
- Driving Business Excellence
- Teamwork allocation and deliverables
- Coach and train high potential top performers, design and drive programs for low performers
- Point presentation & Process flow creation in Visio
- Execute continuous process improvement techniques
- Ability to handled multiple accounts
- RORO audit
- Willing to learn and open for feedback
- Manage, analyze and drive Client deliverables
- Maintain and sustain healthy relationship with Stakeholders
- Drive CTS & CVC related projects
- Periodic connects with Peers to understand the pulse of the team and work on areas of development
- Explore opportunities on current process and bring in changes with positive impact
- Focus on aligned scorecard parameter and meet the requirements set
- Understand business requirements and stay in line with updates
- Take up roles and responsibilities and drive without reminders or follow ups
- Stick to timelines on key deliverables
- From an operation standpoint i have involved self in driving BE visuals, working on backlog reduction, tracking and discussing of open tickets 5days
- Been part of data analysis/ FTE analysis basis volume inflow
- As my priorities are around upskilling self on analytical grounds
- Streamlined approach set on OilAT process front where no errors/escalations have been highlighted by client
- Developed and implemented operational procedures to ensure quality standards are met.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Coordinated cross-functional teams to ensure timely delivery of products and services.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
Team Leader - Service Delivery
Accenture
Bengaluru
12.2016 - 03.2018
- Accessing customer accounts and balancing the improper occurrences on their accounts and pairing them.
- Checking the eligibility of their account to access the network and fixing the network level if necessary.
- Analyzed customer data using various tools such as spreadsheets and databases, in order to identify trends or patterns that could be used to improve services offered.
- Collaborated with cross-functional teams such as marketing, sales, and engineering to ensure successful project completion.
- Resolved escalated customer complaints or inquiries in a timely manner.
- Monitored team performance and provided guidance on processes and procedures.
- Established strong working relationships with customers by providing exceptional customer service.
- Ensured compliance with company policies and regulations related to service delivery operations.
- Identified areas of improvement within the department and implemented strategies to increase efficiency across all teams.
- Reviewed existing processes and procedures related to service delivery operations and proposed changes where necessary.
- Managed vendor relationships related to service delivery operations.
- Created reports summarizing daily activity and customer feedback.
- Performed root cause analysis on any problems encountered during service delivery activities.
- Recognized individual achievements within the team through rewards or recognition programs.
- Conducted regular meetings with the team to discuss progress, issues, and goals.
- Accessing the monthly client report on the process performance, provide new ideas to improve it.
- Educating the client on the issue they are facing and advising on the guidance to follow in the future.
- Creating the team AHT report on a day-to-day basis and updating it to the management.
- I was trained in customer service skills, including maintaining bills and balancing accounts related to customers' bills.
- Tracked key performance indicators associated with service delivery operations in order to measure success against goals.
- Provided leadership to a team of service delivery staff, ensuring customer satisfaction and quality standards were met.
- Communicated effectively both verbally and written with internal stakeholders regarding any changes or updates related to services being delivered.
- Developed effective policies and procedures for the team to follow in order to meet deadlines.
- Maintained accurate records of customer interactions, including status updates, notes, and other relevant information.
- Assisted in developing budgets for projects related to service delivery initiatives.
- Coordinated training sessions for new hires as well as ongoing development opportunities for current employees.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Organized client meetings to provide project updates.
- Determined consumer needs to provide products and services appealing to larger market.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Implemented strategies to take advantage of new opportunities.
- Analyzed company's expenditures and developed financial models.
- Maintained positive working relationship with fellow staff and management.
- Monitored operations and reviewed records and metrics to understand company performance.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Assessed company operations for compliance with safety standards.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
Subject Matter Expert
Accenture
01.2015 - 12.2016
- Respond to information requests by searching, summarizing research results and compiling in requested format
- Co-Ordinate the work of a small team in areas of high volume the training/education of new and/or more junior team members
- Execute continuous process improvement techniques
- Engage in issue resolution procedures and follow escalation process
- Coach and train high potential top performers, design and drive programs for low performers
- Take steps to increase employee engagement
- Cross trained in F&A vertical and took up backlog reduction project for overdue invoice- QGC Asset (Australia)
- Analyzed company's expenditures and developed financial models.
- Implemented strategies to take advantage of new opportunities.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Assessed company operations for compliance with safety standards.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Set specific goals for projects to measure progress and evaluate end results.
- Analyzed key performance indicators to identify effective strategies.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.
- Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
- Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
- Resolved escalated customer issues in a timely manner while maintaining positive relationships.
- Mentored junior staff members on best practices related to product design and implementation strategies.
Transaction Processing Associate
Accenture
Bengaluru
12.2014 - 01.2015
- Assisting Employees / Retirees and New Hires on their Hiring, Benefits, Leaves and Payroll
- Working on Emails and providing appropriate assistance on queries
- Handling Employee Relations queries and assisting employees appropriately
- Educating the client on the issue they are facing and advice the guidance to follow in the future
- Working on Verification of Employment’s and providing the same to then Third-Party requestors
- Reviewed and analyzed customer accounts to ensure accuracy of transactions.
- Generated reports to track daily transactions and prepare summaries for management review.
- Analyzed customer trends to identify opportunities for improvement in processes or products offered.
- Ensured adherence to established security protocols when handling sensitive information.
- Maintained accurate records of all transactions processed.
- Assisted with training new staff members on transaction processing procedures.
- Maintained confidentiality of customer information at all times.
- Researched discrepancies on account activity by contacting customers or other departments.
- Identified potential fraudulent activity based on analysis of transaction data.
- Processed payments and deposits in a timely manner.
- Developed process maps and workflow diagrams for various types of transactions.
- Collaborated with IT team to troubleshoot technical issues related to transaction processing systems.
- Performed quality assurance checks to verify accuracy of transactions before posting them to customers' accounts.
- Responded promptly to customer inquiries about their accounts or services provided.
- Identified specific importance of documents and ferried documents to proper channels and departments.
Business Operations Associate
Accenture
Bengaluru
10.2009 - 12.2014
- Accessing the customer account, balancing the improper occurrence on their account, and pairing it.
- Checking the eligibility on their account to access the network, and fixing the network level if necessary.
- Accessing the monthly client report on the process performance, provide new ideas to improve it.
- Educating the client on the issue they are facing and advising on the guidance to follow in the future.
- Creating a team AHT report on a day-to-day basis and updating it to the management.
- Got trained with customer service skills (maintaining bills, balancing accounts related to customers' bills).
- Evaluated existing systems for potential improvements or upgrades.
- Provided technical guidance on system use, troubleshooting issues, and software upgrades.
- Developed training materials for employees related to new operational initiatives.
- Evaluated existing processes against established benchmarks for performance measurement.
- Conducted research on industry best practices and evaluated their applicability to current operations.
- Monitored customer feedback data to identify opportunities for improvement in product and service offerings.
- Analyzed data from multiple sources including surveys, interviews, focus groups, to inform decision making.
- Analyzed financial statements and business trends to identify potential areas of improvement.
- Collaborated with cross-functional teams on initiatives related to process optimization.
- Researched regulatory requirements applicable to business operations.
- Developed and implemented operational strategies to improve efficiency in daily operations.
- Performed cost-benefit analysis on proposed projects or initiatives.
- Determined business priorities and negotiated cost, quality and service with cross-functional business leaders.
- Created and presented reports to provide data to stakeholders and management.
- Developed matrix to determine level of accuracy for processes.
Education
Bachelor of commerce -
St. Joseph College
01.2009
Pre-university -
Sheshadripuram Composite College
Skills
- Windows XP Proficiency
- Citrix
- I-Coms Software Utilization
- Knowledge of SAP Systems
- Visio Process Flow Design
- Expertise in Microsoft Office Suite
- Strategic Enhancement
- Service Level Agreement Management - SLAs
- Stakeholder Relations
- Six Sigma Expertise
- Efficient Transaction Management
- Cts
- Business Optimization
- Statistical Evaluation
Accomplishments
- Was a part of client workshop in FY’15.
- HR Vertical: KT and DTP successfully created and completed for HR Singapore, Thailand, India and Kazakhstan countries.
- Numero Uno: August’15
- Star of Business Award: Sep’15
- Star of Business Award: Jan’16.
- Core Value Champion: FY Sep’15-Oct’16.
- Took part in OXFAM and was a part of the team.
- Client appreciation for overdue invoice back log reduction in Feb’17.
- Creation and successful implementation of BE documents for Unilever Voyager OM lite in Sep’17.
- Weinnvote: Driving the activity from 2019 till date which has involved me in learnings and currently, I am able to handle the priority with ease.
- Part of Sigma Yellow belt project in FY’19.
- Travelled to Canada on Business development and to learn the process, which was successfully accomplished with transition and an add on factor.
- Appreciation from direct stakeholders.
- Streamlined approach set on OilAT process front where no errors/escalations have been highlighted by client.
Hobbies and Interests
- Pet lover
- Playing Field Hockey
Languages
English
First Language
References
References available upon request.
Timeline
Operations Manager
Accenture
03.2018 - 01.2025
Team Leader - Service Delivery
Accenture
12.2016 - 03.2018
Subject Matter Expert
Accenture
01.2015 - 12.2016
Transaction Processing Associate
Accenture
12.2014 - 01.2015
Business Operations Associate
Accenture
10.2009 - 12.2014
Bachelor of commerce -
St. Joseph College
Pre-university -
Sheshadripuram Composite College
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