Saravanan Yadav
Mumbai
Summary
Skilled Senior Manager skilled in cross-functional collaboration. Optimizes processes and communication and drive results. Dedicated to continuously improving professional knowledge and business operations by applying top-notch skills. Accomplished professional adept at driving team performance, business strategies, and making data-supported recommendations for continuous process improvement. Skilled at identifying optimal tactics for motivating teams and engaging clients.
Overview
20
20
years of professional experience
Work History
SR Manager
HEXAWARE TECHNOLOGIES PVT LTD
Nagpur
08.2021 - 08.2024
- Identified areas of improvement within existing operations through process analysis and benchmarking studies.
- Directed cross-functional teams in developing innovative solutions to complex problems.
- Improved Efficiency and revenue within 3 months by creating two verticals (Data Entry, Verification and Invoicing queues) and gave 2% increase YoY in DGM.
- Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
- Mentored junior staff in the organization's business processes, customer service standards, and quality assurance protocols.
- Coordinated with internal departments to ensure successful execution of projects according to timeline and budget constraints.
- Created detailed reports on project progress for senior management review.
- Collaborated with external vendors to negotiate contracts that met company requirements while minimizing costs.
- Conducted regular performance appraisals for direct reports to provide feedback on their work performance.
- Established effective communication channels between different departments within the organization.
- Provided strategic direction to departmental heads regarding resource allocation decisions.
- Leadership role in planning annual budgets for each department based on forecasted sales volumes.
- Regularly evaluated customer satisfaction levels by surveying customer base and analyzing results.
- Participated in recruitment initiatives by interviewing potential candidates and selecting suitable hires.
- Implemented new technologies such as ERP systems or CRM tools to streamline business processes.
- Implemented customer service excellence standards to enhance client satisfaction and loyalty.
- Managed annual budgeting process, including forecasting and financial analysis to optimize resources.
- Monitored compliance with industry regulations and company policies to mitigate risk.
Team Manager (Background Account Setup)
First Advantage Global Operations PVT LTD
11.2014 - 07.2020
- Onboarding the Customers in organization (North America)
- Setting up contract and managing the accounts for two portals
- Auditing the documents signed by clients
- Liaising with Sales team and account managers to successfully onboard clients within timelines
- Preparing Daily/Weekly Reports for the reviews with Managers & Sr
- Managers
- Conducting Training Sessions for the Team Members to ensure Process Adherence to ensure Targets are met
- Ensuring that every Case is handled appropriately to ensure ZERO ERRORS.
Team Leader
Zenta/NCO India Pvt. Ltd/Veldos LLC.
11.2007 - 10.2014
- Handled a Team of 40+ Associates for clients like JPMC, American Express, and Washington Mutual
- Conducting Quality and Compliance sessions for new hires
- Member of Green Belt Projects to reduce AHT and Increase Customer Satisfaction
- Single point of contact between the PMO and process during Transition
- Ensured compliance to all timelines and budget
- Monitored all programs, identified potential risks and designed necessary mitigation plans accordingly.
Team Coach
Zenta/NCO India Pvt. Ltd/Veldos LLC.
09.2005 - 11.2007
- Handled a team of 12 advisors
- Conducting briefings for agents on client updates & policies and procedures
- Identifying areas of opportunities through daily Monitoring
- Coaching and Feedback for all the agents to improve performance and Customer satisfaction.
Sr. Customer Relations Associate
Zenta/NCO India Pvt. Ltd/Veldos LLC.
11.2004 - 09.2005
- Making outbound calls to help customers pay their bills
- Adhering to policies and procedures set by clients
- Been in the top 5% of collectors to deliver high standard customer satisfaction with highest efficiency.
Education
B.Com -
C V Raman University
01.2015
H.S.C -
Mumbai University
01.2001
S.S.C -
Bright High School & JR college
01.1999
Skills
- Six Sigma
- Process Management
- Robotics transformation
- Process improvement
- Customer satisfaction measurement
- Capability building
- Resource Allocation
- Data Analytics
- Business performance management
- Strategic Planning
- Talent Development
- Operations Planning
- Organizational improvement
- Cross-Functional Communication
- Data-driven decision-making
- Operations Management
Corecompetencies
Documenting agreed outcome & processes, Ensuring process stabilization, Recommending improvements in service levels, Mapping business requirements, Collaborating with counterparts, Ensuring Zero Errors, Conducting internal process audits, Framing work direction & plan for team, Preparing & presenting dashboards, Implementing processes and scorecards, Supervising & monitoring team performance
Personal Information
- Date of Birth: 03/23/84
- Nationality: Indian
- Marital Status: Married
Languages
- English
- Hindi
- Marathi
- Tamil
Timeline
SR Manager
HEXAWARE TECHNOLOGIES PVT LTD
08.2021 - 08.2024
Team Manager (Background Account Setup)
First Advantage Global Operations PVT LTD
11.2014 - 07.2020
Team Leader
Zenta/NCO India Pvt. Ltd/Veldos LLC.
11.2007 - 10.2014
Team Coach
Zenta/NCO India Pvt. Ltd/Veldos LLC.
09.2005 - 11.2007
Sr. Customer Relations Associate
Zenta/NCO India Pvt. Ltd/Veldos LLC.
11.2004 - 09.2005
B.Com -
C V Raman University
H.S.C -
Mumbai University
S.S.C -
Bright High School & JR college
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