SAJAN KP

• Lead strategic program delivery for media clients and deliver high-quality product within scope and budget constraints.
• Coordinate cross-functional efforts between technology, operations and product teams, ensuring seamless execution of large-scale projects.
• Developed comprehensive project plans, resulting in successful on-time delivery of multiple programs.
• Conducted risk assessments to identify potential issues early in the project lifecycle, mitigating potential delays or setbacks.
• Develop program roadmaps aligned with customer objectives and organizational strategies.
• Manage program budgets, track expenditures, and identify cost optimization opportunities.
• Resolved conflicts among team members to maintain a cohesive working environment focused on achieving shared goals.
• Reduced program costs through diligent budget management and identifying areas for cost savings.
• Provide executive-level reports detailing performance metrics, risks, and project insights.
• Managed cross-functional teams to deliver high-quality products within scope and budget constraints.

• Redefined SOPs and optimized resource utilization, streamlining content delivery operations, earning recognition from both clients and senior management.
• Led the successful implementation of an Offline Solution for managing Digital Content Delivery to OTT platforms during downtime, ensuring uninterrupted service.
• Managed diverse Indian and international client operations, specializing in metadata tagging and delivering value-added content services.
• Acted as the primary liaison with clients, ensuring effective communication on both ongoing and future project needs.
• Spearheaded project development by translating client briefs into actionable workflows, optimizing delivery within a virtualized content supply chain.
• Oversaw end-to-end project management, ensuring 100% delivery with minimal error rates, while also managing project P&L to balance costs and revenue.
• Revamped project management systems, enhancing workflow tracking, reporting, and billing accuracy, which significantly boosted productivity.
• Identified project risks, developed contingencies, and proactively managed project workflows to ensure seamless execution.

• Oversaw media processing services, including metadata tagging and content delivery.
• Defined scopes, managed timelines, and ensured SLA compliance.
• Maximized performance by monitoring daily activities and mentoring team members.

Key Achievements:

• Delivered projects ahead of schedule through workflow standardization.
• Earned client recognition for timely and accurate service delivery.

• Better KPI performance than the captive unit on CSAT, Direct to Self-serve and quality
• Responsible for deliverables of a center with 200 plus employee for Snap deal voice support, hiring, training, quality & WFM
• Manage and meet client expectation on operational standard, delivery, and threshold
• Analyzing and implementing solutions that drive results within the center
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

• Spearheaded the acquisition and transformation of 4 key client accounts into highly profitable partnerships.
• Delivered exemplary performance in scheduling, capacity planning, and resource optimization (achieved 19 hours occupancy).
• Accountable for revenue generation by setting up a new client database and driving workforce efficiency using Blue Pumpkin.
• Ensured operational excellence managing large teams (150-200) across multiple locations with P&L accountability.
• Streamlined SLA delivery, data-driven process control, and stakeholder reporting through dashboards.
• Handled WFM as the single point of contact for clients and leadership, improving staffing and utilization strategies.
• Mentored SPOCs, conducted AM reviews, and led process improvement initiatives for enhanced service delivery.

• Efficiently managed SBI Mutual Funds account; appreciated by the customer for outstanding service.
• Certified Yellow Belt in Six Sigma for achieving 98% FTR SLA target.
• Received Summit Award for implementing quality improvement initiatives.
• Promoted to Manager; catered to key clients like SBI, SBI Mutual Funds, and SBI Life Insurance.
• Led client business process improvements, stakeholder management, and SOP development per QMS standards.
• Conducted audits to ensure compliance with customer-defined quality standards.
• Trained, motivated, and supervised teams to deliver quality reports and process improvements.

• Led successful process migration in two phases as Pilot Team Lead.
• Recognized with Summit Award; promoted to Assistant Manager.
• Spearheaded team development, grooming leaders and promoting top performers.
• Managed capacity planning, SLA compliance, and performance monitoring for a 20-member team.
• Implemented process improvements, tracking systems, and delivery databases.
• Developed SOPs, SOWs, and dashboards for effective operations management.
• Facilitated cross-functional collaboration, training, and knowledge-sharing initiatives.

• Awarded as the best performer for 2006 - 2007
• Recognized and rewarded for the commendable efforts in nesting support 2007
• Promoted as Unit Manager in Oct 2007
• Answer calls professionally to provide information about products and services or obtain details of complaints
• Conduct outbound calls to promote products/services and for customer feedback on behalf of call center clients
• Respond to email queries/service requests/complaints received from the customers

• Maintained strong relationship with customers while managing the daily administrative responsibilities at the center

• Coordinated with major dealers and established a high profile network for sales and service
• Accountable for overall product delivery from manufacturers and monitored post service feedback and service reminders
• Liaised with manufacturers to collate product and ensure timely delivery
• Involved in collections and managed agents and implemented strategically approach to meet collection targets
• Maintained ‘Zero’ high priorities issues from clients in all the Quarters through maintenance of currency and completeness

• Generate new business through a series of networking events and local contacts
• Maintained existing client relationship by providing on-going consultation
• Developed and maintained a strong working relationship with clients to create a partnership that yielded results, success, and credibility