Saravan Kumar Srirang
General Manager - Operations
Summary
Accomplished Service Delivery Manager with over 23 years of experience in the Travel, Financial Services, Insurance, HRO, and Retail sectors, excelling in client, customer, and stakeholder-facing roles. Expertise in strategic planning, budget management, financial oversight, and risk assessment drives a forward-thinking approach that propels business growth and streamlines processes. Proven ability to foster collaborative environments while delivering high-impact projects in diverse settings. A commitment to excellence ensures successful execution of initiatives that enhance service delivery and customer satisfaction.
Overview
23
23
years of professional experience
5
5
Domains
Work History
General Manager
Hexaware Technologies Ltd
12.2022 - Current
- Led leading HRO client to best-in-class service delivery, growing portfolio at 44% and expanding footprint across their NA, EMEA, and APAC regions, with span of 290+ FTEs workforce providing customer service (Clark,Chennai, Mumbai and Nagpur).
- Negotiated key partnerships with external stakeholders, creating mutually beneficial opportunities for growth.
- Oversaw successful launch of new product lines, coordinating between departments to ensure unified approach and timely delivery.
- Increased overall process efficiency by streamlining operations & eliminating operational risk.
- Drove the successful transition of newly added regions while closely managing costs associated with the new transitions
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Grew client relationship by adding additional region (APAC) through effective stakeholder management and strategic farming opportunity initiatives.
- Efficiently managed capacity, expenses, and resource allocations to ensure strategies and agreed business plan
Sr. Group Manager
WNS Global Services Private Ltd
8 2018 - 12.2022
- Managing service delivery for one of top online travel agencies, spearheading 310+ FTEs of skilled workforce providing L1 & L2 support (customer service - blended, Mumbai), and assisting contact center setup for a new startup airline (voice, Pune).
- Managed service delivery for multinational travel and tourism company, (voice & back office). Managing 220+ FTEs of workforce providing L1 and L2 support (customer service - pre-travel, after travel, and sales).
- Reduced costs, managed delivery schedules, and performed risk analysis to improve overall profitability
- Farm new business opportunities to improve top line.
- Design, develop, and implement effective, efficient, and lean operations model. Manage transition to revised operating model in line with implementation plan.
- Evaluated industry trends and competitor analysis to inform strategic decision-making for business expansion initiatives.
- Efficiently managed capacity, expenses, and resource allocations to ensure strategies and business plan to agreed revenue and growth targets are met.
- Deliver business strategy and associated business plan to agreed revenue and growth.
- Integrating into core business systems and processes to maximize delivery of business solutions via continuous improvement, best practices, and process re-engineering opportunities.
- Stakeholder management (internal and external) with effective communication.
- Executed successful change management strategies during organizational restructuring periods, minimizing disruption to employees
- Implementing reporting, control, and governance to ensure that operational targets are met, any risk is identified and mitigated.
- Achieved operational excellence through implementation of lean methodologies across various departments.
- Manage client escalations, ensure control and governance to avoid any recurrence.
- Invoice validation with clients to ensure zero revenue leakage.
Group Manager
WNS Global Services (P) Ltd
10.2015 - 07.2018
- Manage Service delivery for Online travel agency - Expedia (NA & Europe- Customer services (Blended))
- Drove organizational change initiatives that resulted in streamlined operations, improved employee morale, and increased efficiencies throughout the group.
- Ensuring team is meeting all compliance guidelines
- Preparing Monthly & Quarterly Business Review dashboards
- Managed budgets for various projects, consistently meeting financial targets while maintaining high-quality output.
- Identified areas of improvement through regular performance reviews, providing constructive feedback and coaching for team members.
- Conducted regular audits of existing policies and procedures, ensuring their continued effectiveness in addressing organizational goals related to mitigating risks.
- Developed high-performing teams through effective coaching, mentoring, and performance management strategies.
- Led cross-functional teams to achieve key performance indicators and drive positive results across the organization.
- Ensured compliance with industry regulations, company policies, and best practices within all areas of operation.
- Developed and executed strategic plans for increased productivity, profitability, and overall business growth.
Lead coach / Assistant Manager / Deputy Manager
WNS Global services (P) Ltd (Ameriprise Financial Services)
07.2007 - 10.2015
- Managing voice and back of ce teams for Ameriprise Financial Services (Voice & Backoffice) in Mumbai & Pune)
- Developed risk mitigation strategies to proactively address potential obstacles and maintain project momentum.
- Implemented change request procedures to systematically incorporate changes into the scope while minimizing disruptions to the ongoing work process.
- Monitoring their calls & giving feedback on regular basis to ensure best quality
- Identifying and ensuing adherence to Anti- Money laundering policy
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Enhanced risk identification processes for early detection and mitigation of potential threats.
- Identified opportunities for process improvement and cost reduction through insightful analysis of current risk management practices.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships.
- Enhanced service delivery by developing and implementing efficient processes.
Sr. Customer Service Associate
WNS Global Services Private LTD
12.2005 - 06.2007
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Mentored junior associates in maintaining a high level of professionalism and delivering exceptional service to clients.
- Quoting price related to Financial services,collecting Credit card payments via phone and ensuring customer satisfaction
Customer Service Associate
Global Telesystems Limited, GTL
02.2004 - 10.2005
- Credit card sales process (NA region).
- Ensure compliance is met before any sale is closed.
- Maintain daily sales count for the entire team.
Customer Service Associate
Shopper's Stop Ltd
07.2002 - 08.2003
- Maintaining cash & credit card transactions
- Designated as celebrity associate to assist celebrities
- Mentor for new cashiers
Education
B.Sc Graduate -
IndiaSkills
Agentic AI fundamentals
Generative AI for Business leaders
Chat GPT & Generative AI: Prompt Engineering for Business
Project Management foundation
Change Management
Anti- Money laundering
Fundamentals of CAMS- Anti Money Laundering
Transformational leadership & culture
Design Thinking
Emotional Intelligence practitioner
Customer relationship management
Timeline
General Manager
Hexaware Technologies Ltd
12.2022 - Current
Group Manager
WNS Global Services (P) Ltd
10.2015 - 07.2018
Lead coach / Assistant Manager / Deputy Manager
WNS Global services (P) Ltd (Ameriprise Financial Services)
07.2007 - 10.2015
Sr. Customer Service Associate
WNS Global Services Private LTD
12.2005 - 06.2007
Customer Service Associate
Global Telesystems Limited, GTL
02.2004 - 10.2005
Customer Service Associate
Shopper's Stop Ltd
07.2002 - 08.2003
Sr. Group Manager
WNS Global Services Private Ltd
8 2018 - 12.2022
B.Sc Graduate -
Languages
English
Hindi
Marathi
Interests
Travel - Bike ride