Summary
Overview
Work History
Education
Skills
Competencies and skills
Languages
Tools and Certifications
Timeline
Generic
Sheela Madhavan

Sheela Madhavan

Bangalore

Summary

Accomplished Associate Manager boasting over 15 years of industry experience, with a proven track record of successfully managing and leading a dedicated team of 29 associates (currently). Demonstrating an adeptness in overseeing daily operations, I excel in the equitable distribution of workload to optimize efficiency and maintain high levels of motivation and performance within the team. Having worked with organizations such as IQVIA, Accenture, and Infosys, I am well versed with the culture of multinational corporations. My leadership is characterized by unwavering confidence, impeccable organizational skills, and a keen ability to prioritize tasks. I am proficient in delegating responsibilities and driving their completion within established deadlines, consistently ensuring operational excellence.

Overview

16
16
years of professional experience

Work History

Associate Manager - Operations

IQVIA
1 2014 - Current
  • Managed Pharmacovigilance System projects, supporting system releases, enhancements, and interfaces, showcasing excellent project management capabilities
  • Oversaw all aspects of team management, from recruitment and termination processes to shift scheduling, individual development planning, and mentorship of Tier 1 and Tier 2 team members
  • Conducted bi-weekly performance reviews, providing constructive feedback and addressing individual team member concerns, ensuring a supportive work environment
  • Cultivated adherence to company policies through comprehensive training and coaching, driving optimal performance and efforts
  • Built robust relationships with both internal and external stakeholders, ensuring timely and high-quality delivery of services aligned with client specifications
  • Readied team members for internal and external audits with clients, health authorities, and business partners, promoting a culture of transparency and compliance
  • Spearheaded team member development, effectively managing performance activities, including supervision, goal setting, continuous performance communication, employee engagement, and development
  • Coordinated quality checks on project deliverables, adeptly managing tight turnaround times and fostering a culture of excellence
  • Maintained accurate project documentation, developing and updating standard templates, SOPs, and QC checklists.

Senior Quality Assurance Analyst

Accenture Pvt Ltd
07.2012 - 06.2013
  • Conducted meticulous quality checks on voice and data services, ensuring compliance with industry standards
  • Provided ongoing coaching and feedback to enhance team performance and productivity
  • Managed client escalations effectively, maintaining strong relations while ensuring efficient service delivery
  • Performed regular audits and communicated findings promptly to the business unit for informed decision-making
  • Analyzed audit results to identify patterns and areas for improvement, generating comprehensive reports to visualize trends
  • Made strategic recommendations aimed at reducing process variations and eliminating errors to improve operational efficiency
  • Supervised daily operations and generated performance overview reports, consistently updating the MIS Team with daily reports
  • Orchestrated training and refresher programs tailored to team needs to ensure skill advancement and competency
  • Fielded inbound and outbound customer care queries from Communication Service Providers, ensuring high-quality customer service.

Senior Quality Assurance Analyst

Infosys Pvt Ltd
03.2008 - 03.2012
  • Successfully managed both inbound and outbound customer care queries and onshore escalations via email and phone, ensuring smooth communication channels
  • Effectively coordinated with clients and upper management, which facilitated a seamless flow of business operations
  • Conducted comprehensive training and certification programs for new joiners in voice and data processes, ensuring their swift integration and competency
  • Performed rigorous quality checks on voice and data processes, providing real-time coaching and feedback to foster continual performance improvement
  • Diligently compiled and submitted detailed weekly and monthly quality reports, while also conducting internal audits and calibrations, thereby maintaining high standards of operation
  • Regularly organized and led refresher and soft skill training sessions, boosting the team's performance and quality of work to meet and often exceed client expectations.

Education

Bachelor of Commerce (B. Com) - Accountancy and Business Studies

Mangalore University
Kodagu
06.2024 - 05.2007

Skills

Operations Management

Project Management

Results Analysis

Strategic Planning

Effective Decision Making

Presentations

Staff Management

Workload Management

Competencies and skills

  • Good communication, interpersonal skills and a quick learner
  • Team player, people manager and effective leadership qualities
  • Strong organizational skills with the ability to multitask
  • Effective presentation skills and analytical skills.
  • Decision making and ability to prioritize workload, manage time and meet deadlines
  • Time management and group collaboration
  • Establishing good working relationships across the teams, and clients
  • Integrity, humility, and an entrepreneurial attitude.

Languages

English
Hindi
Malayalam
Kannada

Tools and Certifications

● Certified Lean Practitioner MOOC Training
● MS Office : Advanced Excel, Word, PowerPoint
● Client Validation and System Testing Tools
● Familiar with Pharma domain tools

Timeline

Bachelor of Commerce (B. Com) - Accountancy and Business Studies

Mangalore University
06.2024 - 05.2007

Senior Quality Assurance Analyst

Accenture Pvt Ltd
07.2012 - 06.2013

Senior Quality Assurance Analyst

Infosys Pvt Ltd
03.2008 - 03.2012

Associate Manager - Operations

IQVIA
1 2014 - Current

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Sheela Madhavan