Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Shashidhar Venkatadri

Mumbai

Summary

Expertise in Operations Management and Corporate Relationship Building; Developing Strategy for Service, chat and Back-office Operations; Revenue Generation.

Overview

22
22
years of professional experience

Work History

Associate Director - Operations

Firstsource Solutions
11.2024 - Current
  • Leading operations for U.S. multinational mass media corporation.
  • Maintaining client Service Level Agreement Standards (SLA’s) & client satisfaction.
  • Managing BU operations to meet revenue budget and other financial goals while meeting customer expectations.
  • Structured governance and periodic performance management.
  • Engaging with Client Relations team for support and expectation management.

Sr. Operations Manager

Firstsource Solutions
01.2016 - 11.2024
  • Leading Operations for UK broadcaster and telecommunications Giant – Offshore model
  • Job role includes managing end to end operations starting from Recruitment, Pre – Process, Process, OJT and BAU
  • Single point of contact for clients
  • Team consists of1 Assistant Manager 8 Team Leaders / 2 Team Coach
    Responsible for:
    o Performance management
    o Client management
    o Escalations management
    o Governance
  • Partnership management with strong focus on service delivery, process improvement and cost to serve
  • Responsible for usage of Analytics to improve performance and adding value to the clients
  • Experience in handling voice, chat, email & Back Office business.

Head Of Operations

SuperSeva Services Pvt Ltd.
02.2014 - 02.2015
  • Company Overview: To achieve operational & financial performance for Concierge services (PAN India)
  • To achieve operational & financial performance for Concierge services (PAN India)
  • Review and evaluate performance of the Concierge department heads/City Managers
  • To come out with innovative and cost effective marketing ideas to be competitive in the market
  • Work with department managers to develop long term operational plans for the company
  • To keep financial aspects of the business under constant review (P&L) and to improve the concierge profits
  • Client & Escalation Management (PAN India)
  • To look into the changes/improvement of the support site
  • Process change/ Automation
  • Review performance of operations as per the plans and standards
  • Reviews and approves cost control reports, cost estimates, manpower and facility requirements
  • To participate in the development of new project proposals
  • Promote positive relations with partners, vendors, and distributors
  • Recruitment Management (PAN India)
  • To achieve operational & financial performance for Concierge services (PAN India)

Group Manager

Valuepoint Knowledge Works
01.2012 - 01.2013
  • Responsible for complete process & people management (setting objectives, Performance & Career development)
  • Project management and time management
  • Direct interaction with the clients regarding the business requirements and escalations
  • Tracking client and vendor payments, coordinating with finance
  • Tracking business in for the day, week & month
  • Planning of project in v/s team size
  • Maximizing team’s performance with head count reduction & cost saving strategies
  • Responsible for building and training the teams and managing performance on an ongoing basis
  • Handling core operations
  • Monitoring team performance and conducting reviews with team and optimizing process
  • Assisting production teams in planning & managing deliveries
  • Handling cost management and budget reviews
  • Co‑ordinate within the various departments in the organization to ensure that operational requirements are efficiently met
  • Pro‑actively anticipate clients needs thereby ensure client satisfaction
  • Having a total of 10 Project Managers as direct reportees

Process Leader

FirstSource Solutions
02.2003 - 01.2012
  • Managing team functions viz
  • Planning, recruitment, selection & performance management (including performance / quality evaluation) for all employees in the team
  • Leading, mentoring, coaching, monitoring team members to ensure efficiency in product knowledge, process operations & meeting of individual & group targets
  • Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members through counselling individual team members
  • Regular One on One with team members on performance appraisals & merit review

Education

Bachelor of Commerce

C V Raman University
06-2010

Skills

  • Detail Orientation
  • Attention to Detail, Focus, Work Ethic,

Accomplishments

  • Integral part of a performance management tool launch within organization.
  • Nominated as most valuable player (MVP) by clients for achieving a whopping 91% in people pulse survey.
  • Value add through Kaizen ideas.
  • Led Customer Insights program for leading UK Telecom.
  • Multiple awards won for leadership managing various programmes.

Timeline

Associate Director - Operations

Firstsource Solutions
11.2024 - Current

Sr. Operations Manager

Firstsource Solutions
01.2016 - 11.2024

Head Of Operations

SuperSeva Services Pvt Ltd.
02.2014 - 02.2015

Group Manager

Valuepoint Knowledge Works
01.2012 - 01.2013

Process Leader

FirstSource Solutions
02.2003 - 01.2012

Bachelor of Commerce

C V Raman University

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Shashidhar Venkatadri