Rajkumar Ramapandian

Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.

• Managing Global line of business for all 3 Zone Managing 4 teams overall with bench strength of 30 members across 4 different business centers Chennai, Sofia, Lisbon & Bangkok
• Creating entire L1 to L3 process maps post the discovery session with our client and setting expectation with the team to initiate further procedures on SOP as part of transition process procedures
• Ensuring monthly KPI/SLA metrics are met on target as per company norms, policies and expectations
• Hosting HCL for all client reviews with Logistics, Sales & Midstream teams
• Making sure overdue percentile reduction to below agreed KPI
• Develop strong working relationships with clients in partnership with Sourcing to ensure order meets brand aesthetic
• Making sure all customer calls from the European market are attended and raising IT tickets for only those with any technical glitches
• Coach team members to maintain high standards of telephone and e-mail etiquette and promptness.
• Covering high level trainings on Order Management, OTC and other soft skill like email etiquette, effective communication etc.
• Zero / Nil Escalations and if in case of any unforeseen people error identified, RCA CAPA driven on the same day ensuring knowledge driven as earlier to avoid mistakes
• Ensure best in class customer service by providing effective and efficient assistance of customer facing applications, reports and services.
• Relentlessly pursue process improvement and improve efficiency to surpass our business objectives.
• Conducting PKT as part of monthly activity to roll out Scorecard/PMS with inclusion of Productive (No of tickets processed, Utilization, Days to resolve, FCR) and Non-Productive numbers (Attendance, Risk & Compliance, Alertness towards cybersecurity, Extra miler, Kaizens)
• HC saving every half yearly basis provided process improvement ideas and tool optimization
• Developed and implemented strategies to ensure compliance with company policies and regulations
• Developed and implemented a system for tracking and analyzing key performance indicators, resulting in improved decision-making