Raja Srinivas Jonnelagedda
Visakhapatnam
Summary
Seasoned Deputy Manager with a proven track record at WNS Global Services, adept in Operations Management and Staff Development. Spearheaded a team of 170+, achieving significant performance improvements. Excelled in strategic planning and client engagement, ensuring quality assurance and fostering a culture of continuous learning and development.
Overview
22
22
years of professional experience
Work History
Deputy Manager
WNS Global Services
Visakhapatnam
04.2023 - Current
- Working for US Healthcare from the payer end, managing a team of over 170 resources across multiple processes at various experience levels, including 4 Assistant Managers and 6 Team Leads located in diverse locations in India.
- Developed from ground zero to startup, the Operations Desk serves the purpose of workforce management, forecasting, and reporting functions.
- Coordinated with other departments to ensure the smooth functioning of activities.
- Maintained records of all operational activities for future reference.
- Prepared monthly progress reports detailing achievements against set targets, and identified opportunities for improvement.
- Facing ISO audits.
- Assisted in the recruitment, selection, training, and development of employees.
- Planned and delivered training sessions to improve employee effectiveness, and address areas of weakness.
- Conducted performance appraisals for subordinate staff members, and provided feedback on their performance.
- Ensured adherence to safety measures at workplace as per regulatory guidelines
Assistant Manager
WNS Global Services
Visakhapatnam
10.2019 - 04.2023
- Working for US Healthcare from Payer end, handling a team of 80+ employees at various levels.
- Assisted in the development of operational strategies to ensure efficient, productive operations.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives
- Conducted regular performance reviews for employees to identify areas for improvement.
- Monitored employee attendance records, timekeeping, and payroll information.
- Resolved conflicts between team members in an effective manner.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Analyzed business performance data and forecasted business results for upper management.
- Held regular one-on-one meetings with employees to review performance, priorities, and provide feedback.
- Organized team activities to build camaraderie and foster a pleasant workplace culture.
- Delegated tasks to team members based upon skill level and to achieve organizational goals
Subject Matter Expert/Process Consultant
Cognizant Technologies
Hyderabad
04.2013 - 10.2019
- I worked for a US-based annuity claims department for customers based in the US.
- Ensure training is delivered to all new joiners according to the training plan defined for each process.
- Revisit the entire training plan for every process, check, and recheck to improve effectiveness every quarter.
- Maintain SOPs and update SOPs once a quarter, and obtain the management's endorsement.
- Ensuring corrective action in policy, performance-related issues during the training period.
- To ensure smooth transitions of new processes from a training standpoint.
- Supervising the work of a team of 20 or more and ensuring the delivery of the highest quality of services.
- Identifying and reviewing issues, along with the Regional Business Manager, for invoice accuracy.
- Facilitating training for the onsite team, working in conjunction with offshore teams.
Senior Process Executive
Hong Kong Shanghai Banking Corporation
Vizag
01.2007 - 02.2013
- Worked in the banking and financial services domain, including cards, payments, retail banking, client engagement, and customer technical skills.
- Managed operations related to process and service delivery, MIS reports, quality assurance, client management, and training for the critical escalation queue.
- Analyzed customer feedback or complaints for the department and implemented proactive measures.
- Involved in customer support and sales for the UK inbound process for credit cards.
- Resolved client queries and provided them with the required information.
- Acted as a member of the Center of Excellence team, which deals with premier customers of HSBC.
- Assisted the HR team in the recruitment process; imparted process training to rookies.
Team Leader
The Decograph Interiors
Visakhapatnam
04.2003 - 08.2006
- Listening to customer requirements and presenting appropriately to make a sale.
- Maintaining and developing relationships with existing customers (B2C, B2B, and Government) in person, via telephone calls, and through emails for new business opportunities.
- Identifies product improvements or new products by remaining current on industry trends, market activities, and competitors.
Education
Master of Business Administration - Executive MBA
National Institute of Business Management
06.2010
Bachelor of Science -
Andhra University
06.2003
Skills
- Operations Management
- Client Engagement
- Strategic Planning
- Staff Development
- Business Development
- Performance Improvement
- Process training and support
- Quality assurance & review
- Customer experience
- Application support & MIS
- Team handling and support
- Recruitment & Profiling
Languages
- English
- Hindi
- Telugu
Social Links - Linkedin
https://www.linkedin.com/in/rajasrinivas-a9668639/
Timeline
Deputy Manager
WNS Global Services
04.2023 - Current
Assistant Manager
WNS Global Services
10.2019 - 04.2023
Subject Matter Expert/Process Consultant
Cognizant Technologies
04.2013 - 10.2019
Senior Process Executive
Hong Kong Shanghai Banking Corporation
01.2007 - 02.2013
Team Leader
The Decograph Interiors
04.2003 - 08.2006
Master of Business Administration - Executive MBA
National Institute of Business Management
Bachelor of Science -
Andhra University
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