Sarat Chandra Kanthimahanthy
Hyderabad
Summary
Highly accomplished and results-driven manager with over 15 years of experience leading and optimizing operational functions. Adept at strategic planning, process improvement, and team leadership. Proven track record of driving efficiency, reducing costs, and exceeding performance targets. Skilled in fostering cross-functional collaboration, implementing best practices, and ensuring seamless operations to deliver exceptional results. Detail-orientated leader adept at making critical decisions, managing deadlines and conducting team reviews. With expertise in analysis and quantitative problem-solving skills, dedicated to company growth and improvements.
Overview
17
17
years of professional experience
Work History
Senior Assistant Vice President
Wells Fargo
04.2024 - Current
- Supervise Business Controls Managers in their daily operational tasks, and evaluate workflow application of policies and procedures to ensure timely completion, quality, and compliance in relevant business groups
- Implemented data-driven decision-making processes, leading to better strategic planning and resource allocation.
- Trained and guided team members to maintain high productivity and performance metrics.
- Identify opportunities for process improvement and risk control development by assessing, managing, and mitigating current and emerging risk exposures associated with activities and operations
- Recommend operational improvements in less complex functions
- Make daily supervisory and tactical decisions to resolve business specific risk controls or processes under direction of functional area management
- Leverage interpretation of policies, procedures, and compliance requirements during implementation of multiple complex initiatives with low to moderate risk
- Collaborate and consult with front line management and interact directly with relevant business groups
- Monitor performance of individuals members according to established Business Controls standards and conduct performance evaluations
- Manage allocation of people and financial resources for Business Controls functional area
- Mentor and guide talent development of direct reports and assisting in hiring talent.
- Supported staff development initiatives such as mentorship programs or skills training workshops for enhanced performance outcomes.
- Delivered exceptional customer service by addressing client needs promptly and professionally, leading to increased loyalty and retention rates.
- Enhanced team efficiency by streamlining project management processes and implementing effective communication strategies.
Operations Manager
Amazon India private Limited
01.2022 - 04.2024
- Led a team of 150+ investigators reviewing seller applications and appeals to help gate brands on Amazon and make accurate decisions that protect Customers while enabling Brands and Selling Partners to succeed.
- Managed SLAs, performance, and stakeholder relationships, meeting PLAs.
- Collaborated with cross-functional teams to reduce counterfeit complaints, enhance decision quality, and speed up issue resolution
- Conducted risk assessments to identify seller circumvention patterns and implemented strategic and systemic solutions to prevent bad actors being on-boarded on Amazon selling platform.
- Led 3 key projects focused to improve precision of investigator actions and to raise the bar on seller experience.
- Acted as the primary contact for all seller escalations, focusing on effective solutions.
- Evaluated automation rules periodically and optimized continuous seller monitoring mechanisms for enhance the output of system decisions.
- Through regular coaching and mentorship, I've empowered team members to reach their full potential, resulting in improved performance and job satisfaction.
- Organized a Kai-zen event, reducing top error rates by 50% and implementing 93 solutions spanning across Tools , Policy and Investigator coaching.
Operations Manager
Conduent Business Services
04.2019 - 01.2022
- Led a team of 120+ processing insurance claims for US region and ensuring that all the key performance indicators are met/exceeded with enhanced customer experience.
- Responsible for SLA , performance and stake holder management and ensured that all the deliverables are achieved in line to the set PLA's.
- Drove professional development of Asst Managers and Customer Service Representatives through regular coaching and feedback sessions
- Managed costs and created opportunities through effective cross utilization and explore opportunities for business process re-engineering.
- Constant review of risk assessments and make recommendations for action, ensuring that the Service Area`s Business Continuity Plan and Disaster Recovery Plan are updated periodically
- Worked in identifying the opportunities within the team, analyzed the performance of team and helped team to improve on key metrics by running quality campaigns, error trend analysis and sharing best practices.
Team Manager
IBM India Private Limited
04.2016 - 04.2019
- Led a team of 50+ handling voice and email technical support for Surveys and Assessments for across regions ensuring that all the service level and performance level agreements are met and driving customer experience.
- Have led calibration sessions with various business lines to analyze potential quick fixes and service improvement options to add value to the clients
- Ensured that client feedback's are followed upon and recommendations referred to the engineering team for review and action.
- Initiated and led an automation project on cognitive platform to improve process efficiency and enhance customer engagement
- Successfully deployed an automation project the first of its kind to create various self -support channels for customers and clients to enhance client experience and improve on TAT
- Created career path development plans for the team and conducted regular review sessions to discuss on the progress and any feed-back areas for career progression.
Assistant Manager
HSBC Electronic Data Processing India Pvt. Ltd
04.2013 - 03.2016
- Led a team handling customer disputes and settlements for Singapore and Middle East regions ensuring that all the service level agreements are met.
- Handled two new migrations (Settlements for MENA) & (Chargebacks and Settlements for Singapore) and ensured that the process is Business as usual .
- Extensive knowledge on MasterCard and Visa regulations covering Debit and Credit cards.
- Site Risk Committee POC for the process, to spread awareness on risk, conduct internal reviews and checks within the department and be Audit ready at all times.
- Planning targets, monitoring them and ensuring achievement of overall targets on a daily, weekly & monthly basis as well as conducting appraisal and one-to-one reviews.
- Worked with onshore team on a weekly basis in monitoring work volumes, trends and credit risk reports, to prevent losses to bank and reduce impact to customers
- Have completed monthly submissions on AssureNET and have flagged up exceptions for the entries outside aging timelines.
- Ensured effective balancing of GL accounts and highlighted any anomalies of imbalance to the stakeholders and carried out effective investigation.
Process Executive
HSBC HDPI
04.2013 - 03.2014
- Extensive knowledge on end to end charge-back/dispute processing on Debit and Credit cards.
- Sound knowledge around charge-back reason codes and procedures of re-presentments and arbitration's. Processed and monitored charge-backs fulfillment throughout the entire dispute cycle.
- Minimized potential operational losses by employing active review of customer disputes and with effective analysis.
- As a part of the service failure team have researched escalated complex customer issues/disputes and provide highest level support possible by identifying opportunities of waiver’s and re-processing.
- As a Quality Analyst always provided timely feedback and regular coaching sessions to the operators to improve the performance of the team.
- Moved into the role of training in 2012 and started delivering training sessions and successfully completed the on-job training effectively.
Process Executive
IBM Daksh India Pvt. Ltd
10.2007 - 07.2008
- Provide both call and email support to users for product access related issues and re-direct them to relevant support teams for resolution
- Escalating the unresolved issues to escalation team and continuous follow-up with them till the issues gets resolved
- Assist the new hires with product and process related queries
- Helped peers in resolving their tickets by sharing best practices.
Education
BSc - Mathematics, Statistics, Computer Science
Andhra University
2006
Skills
- Strategic resource management
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal abilities
- Proficiency in using operational and project management tools
- Client relationship management
- Demonstrated ability to drive process improvement and operational excellence
- Knowledge of industry best practices and emerging trends
Timeline
Senior Assistant Vice President
Wells Fargo
04.2024 - Current
Operations Manager
Amazon India private Limited
01.2022 - 04.2024
Operations Manager
Conduent Business Services
04.2019 - 01.2022
Team Manager
IBM India Private Limited
04.2016 - 04.2019
Assistant Manager
HSBC Electronic Data Processing India Pvt. Ltd
04.2013 - 03.2016
Process Executive
HSBC HDPI
04.2013 - 03.2014
Process Executive
IBM Daksh India Pvt. Ltd
10.2007 - 07.2008
BSc - Mathematics, Statistics, Computer Science
Andhra University
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