Summary
Overview
Work History
Education
Skills
Timeline
Languages
Interests
Generic
Saravan Kumar Srirang

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 -

India

Skills

Agentic AI fundamentals

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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

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Saravan Kumar SrirangGeneral Manager - Operations