Summary
Overview
Work History
Skills
Timeline
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Reyckha Raai

South Bangalore,KA

Summary

Experienced Service Delivery Manager with a strong background in IT service management and Human Resource Business Partnership. Adept at ensuring seamless service delivery, enhancing customer satisfaction, and leading cross­ functional teams. Proven ability to implement efficient workflows, resolve operational issues, and drive performance improvements aligned with business goals.

Overview

18
18
years of professional experience

Work History

Service Delivery Manager

DXC Technology Company
04.2017 - Current
  • Supervises functional areas to ensure that business solution objectives are met with a direct employee scope of 30 agents
  • Responsible for SLA; KPI management for the phone medium
  • Maintaining Team Data and keeping team members updated with their Stats on regular basis
  • Take part in internal calibration meeting along with soft skill and QA & Soft skill teams to measure and monitor the desk performance
  • Responsible for the overall DSAT analysis for the customer
  • Publish goal cards & have one on one discussions with the aligned team members
  • Interviewing the resources that are being redeployed and identifying the suitable ones for the role
  • Develops demand forecasts with account teams to assist functional areas or departments in planning and delivering end-to-end services
  • Monitoring Daily Calls to ensure quality
  • Works closely with management team, lines of service and clients to help manage complex relationships between delivery and consumer groups to ensure good client relations
  • Identifies and monitors service improvements to increase customer satisfaction
  • Partners and collaborates with functional areas or departments to integrate new, enhanced and existing service offerings for accounts
  • Recommends and/or initiates the selection and hiring of employees
  • Trains and evaluates employees to enhance their performance, development
  • Addresses performance issues and makes recommendations for personnel actions
  • Makes recommendations for salary increases, transfers, and terminations to manager

HR Business Partner & L&D Partner

Xchanging Technology Services India Private Ltd.
09.2015 - 04.2017
  • Company Overview: (A DXC Technology Company)
  • Drive the HR function for 3 locations in Bangalore with an employee scope of 4000
  • Responsible for all processes, programs & regulatory aspects of Human Resources
  • Manage a team of 4 HR resources working closely with Business Unit/Geography's Leads to execute HR plans
  • Formulate Policies and Procedures, Performance Management, Timely and Quality support, New Initiatives, Implementation of Best Practices and increased employee touch time
  • Create value for various stakeholders through proactive formal involvement & contribution to solve Business issues from a People Perspective & create an Engaged Workforce and also resource management
  • Ensure effective delivery of Performance Management and Salary Planning Process across the Organization
  • Design and implement Retention Strategies, Counseling, Conflict Resolution and Grievance Handling
  • Partnering with Learning & Development to offer creative solutions for continual improvement of Annual Employee Satisfaction results & engagements
  • Developing L&D plans for the business
  • Part of University hiring & Lateral hiring
  • Partners with business in planning, implementing and evaluating internal and external learning activities
  • Strategize with the Business leads on training need identification, learning need analysis and provide training solutions mapped to business needs
  • Work on establishing training budgets
  • Successful implementation of planned training for the business / organization
  • Asia L&D communications - monthly employee communication to educate them about latest learning options and assets available internally (Region Supported - Japan, China, Malaysia & Singapore)
  • (A DXC Technology Company)

HR Manager

iMedX Information Services Pvt. Ltd
11.2011 - 08.2014
  • Managing application and infrastructure support of Mission Critical Web Publishing applications
  • Ensuring the applications and supported infrastructure are available at the agreed service level
  • Acted as a SPOC between Development team, Stakeholders and Support team

HR Manager

Macmillan India Pvt Ltd.
10.2007 - 10.2011
  • Executed corporate recruitment projects (both external hiring & internal promotions)
  • Lead end to end employee life cycle; onboarding, confirmation, appraisals, grievance, employee relations and separation
  • Identified trends and implemented solutions to improve performance, retention, and employee experience (Attrition Analysis, Early Warning Signals, Retention, Engagement levels)
  • Conducted satisfaction surveys, open house, initiated Fun cell committee, coffee with BU head
  • Facilitated Round Tables and Town Hall Meetings with senior management
  • Managed PF Trust & the EPFO and the exit management process pan India

Human Resource Lead

Melstar Information Pvt Ltd.
11.2006 - 10.2007
  • Managed IBM account for Melstar with 130 employees
  • Recognized by VP & HR operations for 'going the extra mile' to retain & engage employees
  • Formulated employee training path journey 'Success Metrics', to meet the client's skills requirements
  • Provided consultation to Operations Managers on the company's HR policies, practices and processes

Skills

    Problemsolving

    Client communication

    Team leadership

    Service improvement

    Conflict resolution

    Project management

Timeline

Service Delivery Manager

DXC Technology Company
04.2017 - Current

HR Business Partner & L&D Partner

Xchanging Technology Services India Private Ltd.
09.2015 - 04.2017

HR Manager

iMedX Information Services Pvt. Ltd
11.2011 - 08.2014

HR Manager

Macmillan India Pvt Ltd.
10.2007 - 10.2011

Human Resource Lead

Melstar Information Pvt Ltd.
11.2006 - 10.2007

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Reyckha Raai