SHAJU RAMANAKUTTY
Hyderabad,TG
Summary
Results-driven Nautical Science graduate with 18.8 years of diverse experience, including 12.8 years of managing Operations and Quality in the International and Domestic BPO sectors. Have a proven track record of successful interpersonal and analytical expertise, driving organizational cohesion and profitability. With a solid foundation in process improvement, vendor management, and cross-functional program management,
Overview
20
20
years of professional experience
Work History
Global Vendor Specialist
Uber India Pvt Ltd
Hyderabad
06.2022 - Current
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Managed vendor performance to maximize profitability and achieve financial objectives.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
- Implemented project management techniques to overcome obstacles and increase team productivity
- Actively involved with multiple projects based on improving customer experience, support efficiency and process revenue through automation expansion
- Heading process standardization activity for region, cross aligning with global policies and support model
- Governance done on vendor migration ensuring minimal or no impact on experience and support actions
- Handling multiple vendor partners and handling multiple regions performance
- Achieved above target performance on customer experience for all markets.
Operations Manager
Concentrix BPO Pvt Ltd
Vizag, AP
12.2020 - 12.2021
- Managing multiple LOBs, including most critical ones, (Cross support Safety & IRT, Driver Support, PE for India SA) and ensured all Client matrices are within or overachieving in terms of target
- Headed internal team in analysis for PPE scenarios PE movement and Dangerous driving Create Case pilot
- Improved customer experience by 0.19 points in 3 months for Cross Support LOB post project completion
- Managed ad-hoc support for UKI IRT and India SA SORT process during pandemic, from vendor side
- Was also heading Driver support CAR triage pilot and was appreciated by clients on inputs shared
- HC reduction / cost optimization achieved through above Automation project
- Provided / shared 2 major innovation on driver / rider support on 2021-SBR, which will transform driver approach to support and reduce driver approach on phone to major extent.
- Increased profit by streamlining operations
Deputy Manager - Training & Quality
Concentrix BPO Pvt Ltd
Vizag
11.2016 - 12.2020
- Enhanced customer satisfaction observed through ideation drive implemented in process up to 0.53 points in last year
- (38 ideas shared with quantification and outcome, 18 accepted, 12 implemented)
- Handling almost all sub-LOBs and verticals (India SA Rider - Driver Support including PE and Safety LOBs, Docs & Menu build - verify business lines)
- Created / designed 36 SOPs (goggle forms), reducing Child SOPs by 50% and followed up on usage adherence, thus achieving support efficiency and efficacy
- Was actively heading automation transition input sharing for Rider LOBs (through FAQ resolution
- Key word & question node identification model) in 2018 and walked through out transition till 2020 (QB1 - QB2 - PE) - Up to 45% interactions moved to automation
- Was Innovation project champ for site for 2 years (2017-2019) and generated 9,000+ unique ideas across all projects in Vizag location, which got awarded as Best Innovator for South Region
- US Menu build process Quality process and methodology amended through inputs shared in 2020
- Quality score improvement observed up to 15% and moved one team to Checker-less process
- Streamlined quality evaluation process for ANZ Docs between third-party evaluators and site / Client, thus negating legacy knowledge-based evaluation from process
- 5 times (3 from rider side and 2 from Driver side) app features amended to ensure better customer experience on support approach and app usage.
Team Lead - Quality & Training
BIGCITY PROMOTIONS
Bangalore
04.2015 - 04.2016
- Leading Quality support team of 11 QAs & 4 auditors for the captive customer engagement process
- Improved BPO functionality and service capacity by resolving customer complaints efficiently and timely
- Met or exceed service & quality standards every review period
- Led Internal / External Calibration sessions and updates cascaded to all national stakeholders
- Prepared reports & analysis for senior management and Clients
- Prepare, roll out and track training calendar
- Quality evaluation sheet amended twice for enhanced auditing process.
Team Lead - Quality
EUREKA OSPL
Thane
09.2011 - 08.2013
- Monitored and mentored 12 QAs for U.S
- Outbound lead generation (credit consolidation) process
- Overseeing call center team to ensure customer satisfaction goals were consistently met
- Revisions done on Quality benchmarking parameters, Weekly reporting structure and Client calibration process
- Restructured quality team based on skill and performance analysis
- Created and maintained production schedules based on employee productivity, company needs and seasonal plans
- Promoted product quality by closely inspecting items and working with team members to correct deficiencies
- Introduced Real time audits program for online transaction, resulting in zero fraud.
Sales Officer
Barclays Bank PLC
Dubai
01.2008 - 11.2008
- Forecasted sales and established processes to achieve sales objectives and related metrics
- Collaborated with channel partners to identify and qualify mutually rewarding sales and business opportunities
- Achieved dramatic sales increase by skillfully managing relationships and proactive sales approaches
- Directed sales support staff in administrative tasks to help sales reps close deals
- Evaluated costs against expected market price points and set structures to achieve profit targets
- Researched target market and identified customers' unique needs to suggest suitable products
- Investigated competitive landscape to anticipate negative business impacts
- Established ambitious sales targets, managed deployment strategies, and developed go-to-market plans to capitalize on every revenue opportunity
Team Lead - Quality
Adventity BPO
Thane, MH
04.2006 - 12.2007
- Leading team of 11 QAs and 6 auditors for Pan India banking product process
- Structured quality vertical for entire process from basics
- Met and exceed service and quality standards every review period
- Reduced roll forward revenue % from 23 to 3 in 6 months
- Referred unresolved customer grievances to designated departments for further investigation and strong follow up done to ensure timely resolution
- Client appreciation received to team on excellent quality metric delivery for 2007
- Enforced adherence to company policies, answered coworkers' questions and trained new personnel
- Assessed, motivated and empowered team members to perform in manner that builds customer satisfaction and loyalty, leading to retention and growth.
Senior Executive-Ops
STS HR SERVICES PVT LTD
Thane
01.2004 - 02.2006
- U.S Outbound background screening process
- Stood top in client stack ranking Regional & Global
- Achieved many milestones in day-to-day job role including getting elevated to special 900 queues.
Education
Six Sigma Green Belt -
International Six Sigma Institute
Wollerau01.2019
2nd Mate (F.G) Foundation Course - B.sc -
LBS College of Maritime Studies
Mumbai, MH01.2001
High School Diploma (10+2) -
NSS College
Palappuram, KL01.1996
High School (Matriculation) -
NSSEHS
Ottapalam, KL01.1994
Skills
- Delivery Governance
- Process Improvement
- Project Management
- Vendor Management
- Vendor Contract Management
- Reporting & Review Mechanism
- Process Expert
- Relationship Building
- Cost Management
- Risk Mitigation
- Compliance and Governance
- Quality Assurance
- Conflict Resolution
- Vendor Onboarding
- Vendor Strategy Development
Hobbies and Interests
- Music
- Coach People & knowledge transfer
- Going on a ride (with a football to score)
- Getting acquainted with multiple cultures and ethnics
Additional Information
Tools Knowledge::
Vendor Management Software:, Data Analytics Tools:, Contract Management Software:, CRM Systems:, Project Management Software:, Risk Assessment Tools:, Communication and Collaboration Tools:, Quality Monitoring Software:, Compliance Software:, Reporting and Analytics Tools:
Timeline
Global Vendor Specialist
Uber India Pvt Ltd
06.2022 - Current
Operations Manager
Concentrix BPO Pvt Ltd
12.2020 - 12.2021
Deputy Manager - Training & Quality
Concentrix BPO Pvt Ltd
11.2016 - 12.2020
Team Lead - Quality & Training
BIGCITY PROMOTIONS
04.2015 - 04.2016
Team Lead - Quality
EUREKA OSPL
09.2011 - 08.2013
Sales Officer
Barclays Bank PLC
01.2008 - 11.2008
Team Lead - Quality
Adventity BPO
04.2006 - 12.2007
Senior Executive-Ops
STS HR SERVICES PVT LTD
01.2004 - 02.2006
Six Sigma Green Belt -
International Six Sigma Institute
2nd Mate (F.G) Foundation Course - B.sc -
LBS College of Maritime Studies
High School Diploma (10+2) -
NSS College
High School (Matriculation) -
NSSEHS
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