Rahul Ramamoorthy
Secunderabad
Summary
Results-driven professional with over 11 years of progressive experience in recruitment and ecommerce sectors. Demonstrates expertise in team leadership, operational optimization, and project execution, consistently exceeding performance benchmarks. Rapidly acquires new skills and applies comprehensive business acumen to drive organizational success. Excited to apply proven expertise and experience to a new and challenging role.
Overview
11
11
years of professional experience
Work History
Senior Operations Manager, Talent Solutions
Randstad Digital
05.2023 - Current
- Directed a high-performing team of 35 associates and 5 managers, fostering a culture of development and accountability
- Oversaw all operational aspects, performance management, and talent growth initiatives
- Successfully led 8 process improvement initiatives in partnership with Change Management, optimizing workflows and efficiency
- Collaborated with Project/Program/Workforce teams on 16 projects, implementing robust performance management mechanisms and eliminating operational roadblocks
- Drove service delivery for Randstad Digital's India talent team, managing recruitment needs for 108 clients and consistently meeting critical deadlines
- Spearheaded the setup of a new India operations team in collaboration with US counterparts, including the recruitment of 35 associates and 5 managers
- Managed the knowledge transfer and transition process, achieving desired results within 9 months of launch
- Developed and implemented a performance tracking mechanism and PIP process for the India talent team, in partnership with HR
- Led the implementation of a new performance management system, resulting in a 10% increase in employee productivity
- Consistently exceeded performance targets by 12% while managing a team of 39
- Facilitated the onboarding of 38 new clients post-launch, in collaboration with the US team
- Cultivated strong relationships with 108 Randstad Digital clients, partnering with Vice Presidents, Delivery Directors, and Recruitment Heads to deliver tailored recruitment solutions
- Coordinated with Specialists, Recruiters, Project Coordinators, and Leads to ensure client needs were met with optimal results
- Developed a headcount readiness plan based on YoY client growth, collaborating with the Workforce Management Team
- Currently managing team expansion from 39 to 60 members to meet increasing demand and improve service delivery timelines
- Implemented individualized development plans (IDPs), resulting in 4 promotions within 12 months
- Provided targeted training and mentorship to enhance employee performance and achieve 'path to green' objectives
Program Manager, Expansions-Employee Services
Amazon
07.2021 - 12.2022
- Successfully managed 53 complex projects for Amazon Employee Services, driving strategic initiatives from inception to launch
- Spearheaded 7 New Country Launches (Mauritius, Croatia, Bangladesh, Sri Lanka, Cambodia, Estonia and Uruguay), 17 In-Country Launches, 9 Mergers & Acquisitions, 12 Legal Entity Changes, and 8 New Employee Type projects
- Delivered significant process improvements, resulting in a cumulative reduction of ~12 Full-Time Equivalent (FTE) labor hours
- Directed the end-to-end launch of critical HR services across 7 new international markets, including Mauritius, Croatia, Bangladesh, Sri Lanka, Cambodia, Estonia, and Uruguay, facilitating seamless employee integration
- Implemented smart form automation across 11+ countries, streamlining HR transactions and achieving a documented savings of ~4 FTE in 2022
- Automated probation tracking for global employee populations, developing rules and templates for automated manager notifications, resulting in a ~3 FTE reduction in manual effort for 2022
- Collaborated with operations and Alteryx product teams to identify and automate manual processes, yielding ~5 FTE savings in 2022 and projected ~6 FTE savings for 2023
- Established a robust penny testing process for Israel payroll, ensuring accurate bank account verification and preventing financial discrepancies
- Designed and implemented a comprehensive document collection process for Croatia, adhering to mandatory company stamp attestation requirements for banking and mortgage applications
- Developed and deployed an end-to-end Step Plan (tenure-based increment) process for Turkey Customer Service employees, ensuring accurate and timely compensation adjustments
HR Services Team Manager-Data Management
Amazon
07.2020 - 07.2021
- Directed and mentored a team of 15 associates, driving performance excellence and fostering professional growth
- Spearheaded 4 process optimization initiatives in collaboration with the ACES team and contributed to 13 strategic projects, including 2 Mergers & Acquisitions, 3 In-Country Expansions, 3 New Country Expansions, 1 Transition, and 4 New Process Launches
- Delivered consistent service improvements across quality, productivity, customer satisfaction, and employee engagement, measured by key performance indicators (KPIs)
- Successfully transitioned and stabilized the Data Management (DM) team's processes within 2 months, managing a workload equivalent to 13 Full-Time Employees (FTEs)
- Developed and implemented a Mass FTC query, reducing Average Handle Time (AHT) by 5 minutes and resulting in an estimated 0.68 FTE savings
- Collaborated with the Project Team to establish a centralized Service Inventory, enhancing operational clarity and efficiency
- Partnered with the Quality Assurance (QA) team to design and implement an audit mechanism for Internal Transfer tickets, minimizing errors related to over/underpayments
- Provided comprehensive support and detailed insights to the Project Team for 3 New Country Expansion projects (TAA Mauritius, Croatia AWS, and Greece), facilitating seamless international growth
- Drove the successful launch of 3 key projects: NCX Greece, LUX Citizenship Letter Project, and UK Maternity Leave Project, ensuring on-time and effective implementation
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
Customer Service Team Manager
Amazon
04.2017 - 07.2020
- Manage the operations floor on a day to day basis covering approximately 20 -30 Associates and Subject Matter Experts
- Build daily and weekly status reports from metrics databases for communication to stakeholders
- Heading the Peak Readiness Plan every year by coordinating with stakeholders and understanding the Inflow/HC requirement and create a plan accordingly
- Track metrics around quality and productivity
- Ensure productivity is maximized through supervision, analysis and feedback of transcriber performance data on a periodic basis
- File and track tickets and follow up on blocking or productivity impacting issues
- Coordinating with the HR team to escalate issues when the need arises
- Maintain constant communication through daily huddles and provide regular feedback to the team and have monthly formal 1:1 with direct reports
- Manage people effectively to maintain a highly motivated and top performing work force
- Owned Projects/Launches: Amazon Home Services India Launch, 100% dial up for return pickups for Large Appliances Orders, Launch of Open Box Deliveries for Large Appliances orders, Bilingual Skill Launch for IN NEMO (Large Appliances Team), Creating Wiki Page for IN Large Appliances Team, Launch of unified installation in India (Installation along with the product delivery)
- Team Launches: Setting up Large Appliances team at DEL-18 site
- Conducting Trainings, On boarding associates, assisting TM's Training, On boarding of associates and TM's, Reports, Capacity & peak planning and creating WBR's/MBR's, Setting up North America Payments Team at HYD-20 Taking care of associate operations, Capacity Planning and identifying and fixing road blocks
Customer Service Team Lead
Amazon
11.2015 - 04.2017
- Manage a team of 15-30 associates, responsible for overall performance, coaching and development of aligned employees
- Report performance vs goals at a daily/weekly level
- Clearly callout risks, opportunities and support required to improve overall KPI's
Customer Service Associate
Amazon
05.2014 - 11.2015
- Worked as a Customer Service associate for NA Specialty Team where I took care of customer's issues related to promotions, Amazon Vine Program, Amazon Payments and Amazon Author Central
Education
B.sc - Computers
Bhavan's Vivekananda College
01.2014
MPC -
Bhavan's Sri Aurobindo Junior College
01.2011
Skills
- Skilled Multi Tasker
- Decision Making
- Effective communication
- Structuring and brainstorming
- Time management
- Operations management
- Productivity improvement
- KPI reporting
Accomplishments
• Received Quarterly Awards for exceptional performance for two quarters in 2024 at Randstad.
• Was awarded with prestigious “President Club Award” for exceptional performance in 2023
• Received two People Manager Awards for exceptional team performance.
• Was selected as a LAT (Leaders as Teachers) Facilitator and conducted training for 18 Team Managers
Personal Information
- Hobbies: Watching Ted Talks, Collecting Movie Data Base, Playing Basketball and Cricket, Socializing and meeting new people
- Date of Birth: 09/30/93
Timeline
Senior Operations Manager, Talent Solutions
Randstad Digital
05.2023 - Current
Program Manager, Expansions-Employee Services
Amazon
07.2021 - 12.2022
HR Services Team Manager-Data Management
Amazon
07.2020 - 07.2021
Customer Service Team Manager
Amazon
04.2017 - 07.2020
Customer Service Team Lead
Amazon
11.2015 - 04.2017
Customer Service Associate
Amazon
05.2014 - 11.2015
MPC -
Bhavan's Sri Aurobindo Junior College
B.sc - Computers
Bhavan's Vivekananda College
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