Ramakrishnan R

• Transition lead for global clients and leading a team of transition managers to execute projects across global Digital platform / Social Media , Travel , Telecom , Media & Publications and online consumer Retail clients
• Program lead for South Africa’s leading Telecom company to setup customer support service and DevOps team offshore as extension of their in house team .
• Lead multi geography consolidation projects involving automation / transformation ,process improvement
• Successfully transitioned back office support for Australia’s one of largest Telecom giants of 30 FTE . TCV : $ 1 MN over 1 year
• Lead transition/ migration consulting and overall solution strategy for Medium and Large deal RFX
• Created ‘Service Continuity Approach’ doc with inputs from different leads in wake of COVID-19 pandemic which included Remote Transition approach/framework; Employee Well-being; Crisis Management; Customer data security controls
• Manage vendor / implementation partner’s team members to successfully deliver project
• Ensure delivery of projects on time, within budget, adhere to high quality standards and meet customer expectation

• Transition and Transformation lead for process migration lead by Digital initiatives . Established and tracking key project milestones and adjusting project plans and/or resources to meet needs of customers ensuring successful delivery from inception to service transition
• Transition lead for F&A project to manage APAC Geo for Unites State’s head quartered second largest Pharmacy store chain specializing in filling prescriptions, health and wellness products, health information, and photo services. TCV : $ 30 MN from 3 years
• Provide pre-sales support by working with sales teams to scope and cost project or program solution which includes completion of proposal. This also included Client presentations of delivery approach as part of RFX process.
• Reviewed, identified, updated and prioritized strategic initiatives to provide comprehensive support to senior leadership

• Implemented Green field site setup for one of India largest Telecom service provider for ~ 2500 FTE. Project involved setting up pilot operations for client across 2 delivery sites : TCV : $ 50 Mn over 4 years
• Transitioned Customer Support services both Voice and Non Voice (~ 350 FTE ) to offshore deliver center for Leading Australian Telecom Service provider . TCV : $20 Mn over 3 years
• Successfully executed Transformation lead consolidation project for a Global NEP ( Network equipment providers ) for Order Management in 9 countries in APAC , Europe and Latin America for ~ 700 FTE . TCV : $ 30 Mn over 3 years
• Lead transition ( ~350 FTE) for a Global marketplace catering to lodging, primarily home stays, or tourism for Trust and safety operation setup in India , Romania and Malaysia. TCV : $ 15 Mn over 3 years .
• Ensure that the project/programme delivers an as-sold solution, remains within the baselined budget and is delivered on time whilst maintaining quality criteria and client satisfaction
• Manage the delivery of the project/programme, including rigorous scope control and change management

• Key Deliverables Leading Solution and business development initiatives inclusive of assessing business requirements, collateral creation and responding to RFX across verticals like Telecom , Retail ,Energy and Utilities across US , UK and Australia geographies
• Formulating collateral, case studies and gather domain intelligence for client response or proactive business pitch and handling partner/vendor identification for go-to market alliances for various lines of business
• Liaising with various stakeholders i.e., Technology, Recruitment, HR, Infrastructure, Operations and Finance / Pricing Team to put together cost effective and optimum/feasible solution as per clients’ requirements
• Key Achievements
• Successfully bid and won ~ $ 1mn deal for UK based utilities major to provide exception management services
• Lead transformation based projects like RPA implementation etc for global Utilities client
• Determined areas for improvement and implemented processes to alleviate problems
• Identified new revenue ideas and opportunities within existing markets

Key Deliverables

· Lead for Solution and Transition initiatives across Telecom , BFSI and Retail

· Provided RFX support across domains with Solution’s for contact center setup for both voice and non voice process’s.

· Responsible for Project / Account P&L tracking throughout the transition phase

• Provided strong leadership to enhance team productivity and morale.
• Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.
• Developed proposals and presentations for internal and external audiences

Key Achievements

• Awarded “Best Logo of Year” for successfully transitioning ~ 150 FTE for India largest Public Sector Bank . TCV : ~ $ 1 MN over 3 years
• Lead Green field setup project for India’s leading Financial services conglomerate for ~200 FTE including technology setup and CRM development

• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs
• Administered monthly and annual reviews to direct reports and established measurable goals, action plans and follow-up procedures