Raghuram Parthasarathy
IT Service Delivery Manager
Chennai
Summary
I am an experienced Customer Service/Management professional with 20 years in Business Transformation, Process Improvement, and Service Delivery. I have excelled in roles requiring strategic leadership in transforming Contact Centers into superior customer engagement channels. My expertise spans across delivering exceptional customer satisfaction, improving operational processes, and achieving significant industry benchmarks. My certification as a Green Belt underpins my capability in drives continuous improvement initiatives. I ensure robust team leadership to meet organizational targets, supported by a deep understanding of ITIL processes and service management best practices.
Overview
20
20
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
Work History
Service Delivery Manager - IT Service Desk - CoE
Tata Consultancy Services
Chennai
01.2020 - Current
- Service Delivery Manager for the DSD COE driving Operational and Transformational improvement projects across the Globe (Onsite to Dubai, Saudi Arabia, Mexico managing EMEA & LATAM Accounts)
- Reduce Service Desk contacts through Shift left, Self-service, Automation, Proactive problem management and End user education
- Liaise with internal service delivery managers and manage governance of service desk accounts to ensure a consistently high level of service is rendered
- Manage and Drive all services through the adoption and implementation of ITIL processes and procedures
Service Delivery Manager/Business Consultant
Tata Consultancy Services
Chennai
01.2019 - 12.2020
- Operations Consultant & SDM for one of the top 4 consulting/accounting firms in the world
- Transformed the team to be highly successful and in meeting the internal/client metrics
- Implemented process-oriented work streams for service delivery
- Created rigorous and comprehensive quality management framework to provide timely and quality-based customer solutions
- Restructured and revamped the existing processes leading to increase in First Call Resolution
- Provided critical solutions for staffing needs, interfaced with clients to address functionality and headcount to determine training requirements
- Creation of client specific SOPs to document processes and become more efficient
Senior Manager - Ops/Transformation Consultant
Tata Consultancy Services
Dubai
01.2017 - 12.2018
- Strategic Transformation Consultant & Senior Manager for the largest real estate development company (PJSC) listed on Dubai Financial Market
- Achieved SLA's and bettered industry benchmarks in contact center by performing process upstream and downstream
- Conducting Root cause analysis and analyze performance reports to drive individual, team and process performances
- Assessing the existing systems, processes, technology & people practices as compared to standard & world class Contact Centers
- Using standard business methodologies to determine roadmap for enhancement and business transformation
- Co-ordinate with business units and support teams to drive improvements across the Contact Center
- Responsible for creating customer service metrics and automation of dashboards for Chairman/GCEO/CCO
- Turnaround in performance within 2 months of engagement
- Major improvements delivered in call answering capabilities and customer satisfaction ratings
- Drove major improvements in employee empowerments through upskilling agents, expanding the scope of work and enhancing systems
- Setup, modified & rectified IVRs, chat/email platforms, customer survey methodology knowledge management tools to address business needs and organizational strategy
- Heading the Complaints control tower across 2 verticals (Hospitality/Entertainment) – creating and reporting a consolidated view of complaints as well as making sure that the complaints are properly closed and each and every customer issue is addressed
- Data Clean Up – Entire clean-up of the existing and prospect customer database within a period of 6 months
Delivery Manager, Operations
Tata Consultancy Services
Chennai
01.2014 - 12.2016
- Company Overview: Specialized in Retail Banking & Corporate, Mortgage, Cash Logistics, Energy & Utilities Domains
- Functioning as a Delivery Manager for Citibank NRI Centre, Asia Pacific Corporate Credit Cards & Talk Talk Fraud Management - Create and lead a performance-driven culture that ensures accountability and personal responsibility, coach and motivate over 120-member team – across 4 processes & 2 verticals
- Deliver effective presentation to prospective clients, facilitate client visit and process overview brief as business development goal
- Develop and adhere to performance standards and set measurable objectives/targets to ensure that key deliverables are aligned to overall business objectives
- Work consistently towards improving the Customer Satisfaction Score and work towards implementation of NPS and improvisation of the same
- Specialized in Retail Banking & Corporate, Mortgage, Cash Logistics, Energy & Utilities Domains
Assistant Manager, Operations
Tata Consultancy Services
Chennai
08.2011 - 12.2013
- Company Overview: Specialized in Citibank Retail Banking & Corporate
- Functioning as a Delivery Manager for Citibank NRI Centre, Asia Pacific Corporate Credit Cards & Talk Talk Fraud Management - Create and lead a performance-driven culture that ensures accountability and personal responsibility, coach and motivate over 120-member team – across 4 processes & 2 verticals
- Deliver effective presentation to prospective clients, facilitate client visit and process overview brief as business development goal
- Develop and adhere to performance standards and set measurable objectives/targets to ensure that key deliverables are aligned to overall business objectives
- Work consistently towards improving the Customer Satisfaction Score and work towards implementation of NPS and improvisation of the same
- Specialized in Citibank Retail Banking & Corporate
- Improvement in profitability by 15%
- Success in acquiring new business and complete migration of the Investment Processes
- Successful implementation of 2 GB Projects
- Awarded Best Team for overachieving goals across all area in focus
- Ensure all processes are reviewed and analyzed through “Lean Technique” to deliver tangible positive customer experience and support business in reduction of Non Value Added Work over the year across all business units to enhance frontline experience, cost save & productivity increase
Loan Advisor, Team Leader & Team Manager
Allsec Technologies
Chennai
03.2005 - 07.2011
- Handling a team size of 7 Team Leaders (200 FTE’s) – Handling the customer service operations for a leading GSM telecommunications service provider
- Making certain that the centre is Processing as per Departmental Operating Instructions manual and within the timelines and accuracy standards as specified
- To balance control and risk-taking through ensuring the compliance at all levels, to the key risk controls, and through improving the staff’s sensitivity to risk by use of various management tools including Key Risk Indicators and Operational Risk Self-Assessment
- Meeting and exceeding client’s expectations on Quality for the 2 years in a row
- Improved cost per FTE and resource management through effective allocation of manpower
- Workforce and manpower planning for team strength of 450
- Established Customer Interaction Model and Coaching Model based on industry best practices
- Played key role in across 2 sites (India & US)
- Organized & conducted specialized training across sites
- One Point Contact for all operation related checks across both sites
Education
Bachelor of Science - Physics
DG Vaishnav College
Chennai 06.2000 - 04.2003
MBA - Human Resources Management
BIM University
Trichy 07.2010 - 12.2013
Skills
- Business Consultant
- Operations/Transformation Consultant
- Process Re-engineering
- Strategy Planning & Implementation
- Transitions & Process Migration
- Risk & Compliance
- Continuous Process Improvement
- Service level agreement management
- Client relationship management
Personal Information
Date of Birth: 06/20/83
Accomplishments
1. Meeting and exceeding client’s expectations on Quality for the 2 years in a row
2. Improved cost per FTE and resource management through effective allocation of manpower
3. Workforce and manpower planning for team strength of 450
Established Customer Interaction Model and Coaching Model based on industry best practices
Certification
ITIL V4 Certified
Timeline
ITIL V4 Certified
12-2024
Service Delivery Manager - IT Service Desk - CoE
Tata Consultancy Services
01.2020 - Current
Service Delivery Manager/Business Consultant
Tata Consultancy Services
01.2019 - 12.2020
Senior Manager - Ops/Transformation Consultant
Tata Consultancy Services
01.2017 - 12.2018
Green Belt - Lean & Six Sigma
08-2015
Delivery Manager, Operations
Tata Consultancy Services
01.2014 - 12.2016
Assistant Manager, Operations
Tata Consultancy Services
08.2011 - 12.2013
MBA - Human Resources Management
BIM University
07.2010 - 12.2013
Loan Advisor, Team Leader & Team Manager
Allsec Technologies
03.2005 - 07.2011
Bachelor of Science - Physics
DG Vaishnav College
06.2000 - 04.2003
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