RAJAN Yellappan

• Owned complete P&L for the business unit; set financial goals, monitored budgets, and ensured profitability.
• Led project execution across tech-enabled services; ensured on-time, within-scope delivery.
• Oversaw daily service delivery operations, ensuring SLA compliance and high-quality client experience.
• Monitored KPIs across teams and projects, using data to drive performance and process improvements.
• Conducted regular performance reviews, set individual targets, and implemented corrective action plans.
• Built and maintained strong client relationships through regular check-ins, reviews, and escalations.
• Delivered weekly and monthly performance reports to senior leadership and key stakeholders.
• Championed automation and digital tools to reduce manual tasks and improve operational scalability.
• Conducted root cause analysis on service issues and implemented preventive measures.

Key Projects:

1) Hathway Cable and Datacom Ltd.: Managed the full customer renewal lifecycle, ensuring client retention and consistent revenue streams.

2) Kotak Mahindra Prime Ltd.: Led recovery efforts for overdue accounts (Car finance and Two-wheeler), to the reduction of non-delinquent receivables through proactive tracking and reporting.

3) Ola: Led on-ground and remote debt recovery operations, ensuring monthly collection targets were consistently met via multiple channels and provided field-level insights to improve overall collection efficiency.

4) TATA Communications: Drove business development by identifying new client opportunities and building a robust sales funnel. Maintained accurate sales reports and performance metrics, enabling better forecasting and strategic targeting.

5) Airtel: Managed Lease line collections for enterprise and government clients, resolving billing disputes and ensuring timely payments.

• Managed end-to-end operations, coordinating vendors, planning production, and servicing clients to ensure smooth workflow.
• Met directly with clients to discuss binding requirements, timelines, and custom job specifications.
• Conducted final inspections of products to identify quality defects, ensuring adherence to standards.
• Supervised manual and machine-based binding processes, including sewing, gluing, and packaging.
• Organized daily work schedules, communicated task updates, and monitored team productivity to meet project deadlines.

• Managed end-to-end project delivery, ensuring alignment with client timelines, budgets, and quality standards.
• Coordinated project planning, task execution, and team collaboration to deliver tailored client solutions on time and within budget.
• Communicated regularly with clients regarding project milestones, status updates, and issue resolutions.
• Led cross-functional teams of 50+ members, establishing goals and mentoring staff to ensure project alignment and successful outcomes.
• Collaborated with client IT departments to define technical requirements and support implementation.
• Identified cost optimization opportunities and initiated process improvements, leading to enhanced delivery efficiency.

• Conducted KYC screenings and documented client verifications to ensure compliance with regulatory standards.
• Managed inbound and outbound customer interactions via phone and email, effectively resolving service issues to enhance customer satisfaction.
• Escalated unresolved issues to appropriate departments and followed up to confirm timely resolution.
• Mentored junior staff on best practices, fostering a culture of continuous improvement and growth.