Samuel Noel Manoharan Victor

Key Result Areas:

• Grew talent pool by actively recruiting top-tier candidates from diverse backgrounds while implementing robust training programs for skill development across all levels of staff members.
• Delveloped a cross-pollination strategy to create strong back-up and career progression opportunity between various Tech Support and Implementation teams elevating efficiency of scaling teams and controlling costs to the organization
• Drove strategic improvements to enhance operational and organizational efficiencies.
• Managed risk effectively by identifying potential threats, developing contingency plans, and implementing mitigation strategies in line with overall business objectives.
• Established data-driven decision-making processes and implemented best practices in analytics to optimize performance across the organization.
• Implemented cost-saving measures through effective resource allocation and budget management.
• Facilitated seamless business transitions during mergers or acquisitions, ensuring minimal disruption to ongoing operations while integrating teams effectively.
• Met with department supervisors and provided staff support to attain organizational goals.
• Supported Sales teams on RFP / RFIs to provide vital inputs from Enterprise support perspective to build robust proposals for the prospects

• Enterprise B2B solutioning initiatives in collaboration with global sales and operations teams, ensuring alignment with strategic organizational objectives and customer expectations.
• Drove digital transformation efforts within the organization, leveraging emerging technologies to streamline workflows, improve communication channels, and enhance overall productivity.
• Implemented data-driven decision-making practices to inform business strategy and optimize performance metrics across all departments.
• Collaborated with cross-functional teams to drive process improvements and innovation.

• Improved overall productivity by identifying areas for improvement and implementing necessary changes.
• Enhanced interdepartmental coordination by organizing regular cross-functional meetings, improving communication channels between teams.
• Revamped reporting structures to provide more accurate insight into departmental performance metrics.
• Collaborated with senior leaders to develop long-term strategic plans for the organization''s success.
• Boosted revenue growth with strategic business development initiatives.
• Enhanced customer satisfaction by focusing on continuous improvement of products and services.
• Mentored team members, fostering a culture of professional growth and development.
• Created an environment of continuous learning by encouraging team members to pursue professional development opportunities.
• Managed cross-functional teams for maximum efficiency and collaboration.
• Reduced costs while maintaining quality through effective resource allocation and budget management.
• Increased employee engagement by promoting a positive work environment that valued communication, teamwork, and recognition of achievements.
• Facilitated staff training programs to ensure employees were knowledgeable about the latest industry trends, best practices, and tools required for their roles.
• Analyzed customer feedback and identified areas for improvement to drive business success.
• Established and monitored quality assurance standards to achieve operational excellence.
• Assisted in recruiting, hiring and training of team members.
• Reported issues to higher management with great detail.
• Participated in organization-wide ISO, ISMS, and BCMS initiatives, reinforcing compliance and operational excellence.
• Represented the Enterprise Business Unit in role definition exercises across global locations based on the People Capability Maturity Model (PCMM).
• Conduct governance meetings on weekly / monthly basis with my immediate reportees responsible for their respective teams, delivering technical support for various accounts / clients
• Run QBRs with client and internal stakeholders with the focus on bringing out SLA compliance, values delivered and proposals for continuous improvement.

* Apr’14- Sep’17: Director – Service Delivery Operations Management

* Oct’11- Mar’14: Program Manager- Service Delivery Operations Management

* Apr’07- Sept’11: Project Manager- Service Delivery Operations Management

* Apr’05- Mar’07: Team Leader

* Aug’03- Mar’05: Application Consultant

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
• Ensured adherence to contracted SLAs with the customers across the board and ensured superior customer experience.
• Build individual career progression plan for the team members based on SWOT analysis to make sure skills are adequately upgrated from time to time.

• Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
• Engaged in first-level support for customers requiring routine support and troubleshooting.
• Enhanced customer satisfaction by promptly addressing service requests and providing technical solutions.
• Tested and checked performance of hardware and software programs.