RANJITH GANESAN
Manager, Business Operations
Kottayam,,Kerala
Summary
A highly motivated and dedicated leader with diverse 10+ years global experience in operations and technical systems administration at mastercard. Skilled in improving processes for improved productivity with reduced operational expenses. Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager, Business Operations
Mastercard
Pune
11.2022 - Current
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Trained employees on additional job positions to maintain coverage of roles to adjust to the SRE culture.
- Exercised good judgment and decision-making in escalating concerns and resolving issues on and off TRT calls.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Assigned tasks to associates to fit skill levels and maximize team performance as I am currently managing REACT, PROTECT, ENABLE, BASE24 and TRAFFIC MOVE teams in India.
- Recruited and hired qualified candidates to fill open positions.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
- Conducted quality, timely performance feedback and performance appraisals at the end of the year.
- Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
- Maintained adequate staffing to meet objectives within budget.
- Minimized staff turnover through appropriate selection, orientation and training.
- Created training modules and documentation to train staff.
- Developed and implemented appropriate plans to resolve unfavorable trends and enhance deployments and implementation.
- Accomplished financial objectives by forecasting requirements, scheduling expenditures and preparing annual budgets.
- Demonstrated excellent network and relationship building with both external and internal customers.
- Acted as liaison between multiple departments to support operational productivity and represent corporation.
- Imparted leadership, direction and strategic planning for business unit operations.
- Oversaw company operations, customer service, resource management and profitability.
- Provided extensive training to newly hired employees and explained corporate policies and processes, helping to educate each on job duties and daily tasks.
- Provided leadership, direction and strategic planning for business unit operations.
- Built strong, lasting relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills.
- Evaluated and resolved conflicts and addressed internal and external business problems, building customer confidence by actively listening to concerns and giving appropriate feedback.
- Served as key corporate representative, liaising with multiple departments in support of operational excellence.
- Created and implemented escalation procedures to efficiently and successfully resolve time-sensitive issues.
- Assisted ownership in business exit strategies for business transition and new business acquisition.
Lead Business Operations Engineer
Mastercard
Pune
06.2018 - 11.2022
- Spearheaded daily operations including configuration changes and projects
- Established and managed operations to maximize productivity and outcomes through automation
- Collaborated with multiple teams to create innovative strategies and implement a new project plan that drives awareness, engagement, and product delivery
- Gathered requirements, monitored testing and performance to proactively adjust project/product strategies
- Lead/Mentored the team on ATM configuration and deployment
- Compiled information and customer data to forecast project and resource allocation
- Contact : -Mirthala Chantaca mrwieneman@gmail.com, Cert # - GR761012085RG
- Implemented, promoted and integrated new operations projects and initiatives.
- Investigated root causes for operation issues and developed appropriate corrective actions.
- Collected, analyzed and summarized engineering and operating trends and data.
- Facilitated future technical analyses of procedures and techniques by maintaining files, records and production of final documentation for implementaion jobs.
- Prepared reports detailing data analysis along with prospective solutions, benefits and costs.
- Created and maintained process and production documentation.
- Developed and implemented best practices, quality assurance standards and project management procedures.
Senior Executive
Wipro Technologies
Chennai
05.2013 - 06.2018
- Communicated with industry partners to build valuable relationships and achieve operational targets.
- Cultivated and maintained industry relationships and customer partnerships to capitalize on opportunities and maximize business success.
- Orchestrated successful team and customer events to drive engagement, satisfaction and loyalty.
- Devised effective business strategies to capitalize on emerging market trends.
- Led startup and creation of operational procedures and workflow planning.
- Organized and oversaw capital improvement projects to maintain business viability.
- This was basically a vendor role for mastercard before I moved in as an Employee at mastercard
Subject Matter Expert
Lycatel Pvt. LTD
07.2012 - 04.2013
- Inbound customer service for mastercard prepaid cards called Lycamoney
Energy Sales Advisor
Infosearch BPO Services
07.2011 - 07.2012
- Hardcore sales through outbound calls to sell Gas and electricity switching in the UK through energy helpline
Education
MBA - Information Systems
Annamalai University
06.2016
Bachelor of Computer -
Madras University
01.2011
Skills
- Project Management
- Strategic Planning
- Business Development
- Operations Management
- Systems Implementation
- Strong Interpersonal Communication
- Conflict Mediation
- Client Service
- Vendor & Supplier Management
- Intelligent Decision-Making
- Staff Management
- Training and Development
- Excellent Oral and Written Communication
- Process Change & Implementation
- New Hire Training
- Team Building and Leadership
Certification
- Certified ITIL Expert (All 9 Certifications)
- Professional Scrum Master 1
Accomplishments
- Base24ui
- Application Lifecycle Management
- Remedy/GSM/JIRA
- Tandem or Outside View
- Gasper/Vision 4.0
- GIT (Bit bucket)
- ITSM
- Professional Scrum Master
- Splunk
- CyberArk
Timeline
Manager, Business Operations
Mastercard
11.2022 - Current
Lead Business Operations Engineer
Mastercard
06.2018 - 11.2022
Senior Executive
Wipro Technologies
05.2013 - 06.2018
Subject Matter Expert
Lycatel Pvt. LTD
07.2012 - 04.2013
Energy Sales Advisor
Infosearch BPO Services
07.2011 - 07.2012
MBA - Information Systems
Annamalai University
Bachelor of Computer -
Madras University
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