Srikanth Akoju

(Joined as Team Lead and promoted to Team Manager)

Projects:

• Microsoft Surface Commercial Channel Incentives – International Sales Operations (Managed processes – Deal registration pilot project, Claims management pilot project, NextGen tool UAT, HRDD pilot project, Customer Omni center review process and SP remediation process)
• GIS mapping (Managed processes – Addressing HLA, Merge, Ranges and Parity, Access points and batch validations)

Roles and Responsibilities:

• Managing 60 HC (with 3 TLs) for end-to-end business operations of Microsoft Surface commercial channel partner programs across global partners for their incentives
• Defined and instituted improvements in operations through automated programs to reduce partner payment processing time by over 80%
• New and improved User Acceptance Tests (UAT) that led to identification of bugs and faster troubleshooting
• Eliminate manual, redundant routines by collaborating with engineering teams to enhance tools and systems
• Communicating usage and metrics reporting to clients and management team by conducting daily/weekly/monthly standup calls and status updates
• Setting targets for pilot process using SMART technique
• Utilized Scrum/Agile practices to remove impediments to meet key milestones and deliverables
• Forecast and pipeline management
• Share and evaluate the metrics & team performance and provide timely and effective feedback, coach and motivate leads and ensure meeting KRAs/KPI/SLA
• Learning, mentoring, and training to attain subject matter expertise
• Manage stakeholder communication on operational milestones, process changes, escalations, etc
• Perform RCAs to identify root cause for issues and fix it timely
• Implemented many Process improvement ideas, handled Change management and Risk management
• Use Time and Motion study to analyze existing targets and make changes if required
• Lead cross-functional collaborative programs with finance teams and partner development managers (PDMs)
• Tackle high-pressures, ambiguous situations and resolving complex problems while managing competing priorities and streamlining processes
• Work closely with internal stakeholders and clients to make data-driven decisions aimed at improving both internal, cross-functional processes and customer’s experience resulting in revenue and profit growth, sales excellence, client satisfaction and people enablement
• Advanced program and operations management with emphasis on scope management, planning, execution, quality assurance, service level management and continuous improvements
• Plan project deliverables based on stakeholder requirements, conduct weekly cadence, maintain project pulse, manage budget, schedule and timeline
• Serving as Technical liaison between IT and operations translating business requirements into functional processes
• Ensure high quality standards for interviewing and hiring employees to Team lead level
• Execute specific people programs on coaching & development and team engagement
• Head count reconciliation and billing impact control
• Guide team leads to build dashboards, reporting and other automation programs that allow function to scale
• (Expert in MS Excel, word and Intermediate level expertise in Power BI, SQL and Tableau)
• Resolve complex issues through analytical and rigorous process analysis
• Ensuring that all tasks are completed in correct, cost-effective, and timely manner in alignment with specifications and quality requirements of clients
• Drive initiatives in management team and organizationally that contribute to long-term operational excellence
• Distinctive problem-solving and project management skills
• Performance appraisals based on agent’s performance, shrinkage and attrition management
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Project: GIS mapping (Managed processes -Turn restrictions, street names, Important roads, Street-smart, road layout)

Roles and Responsibilities:

• Handled team of size 30 (with 2 pod leads)
• Familiarized team with customer needs, specifications, targets, and tools to support production
• Random audits to understand their issues and support team
• Performed RCAs to identify root cause for low metrics and fix it timely
• Provided coaching and feedback (Verbal and Documented) to achieve set targets for quality & productivity
• Shrinkage and attrition control, conducted stay and exit interviews
• Performance appraisals based on agent’s performance
• Identified knowledge gaps and bridging them by giving required training/refresher
• Worked with functional managers and support teams to obtain necessary resources to support team’s requirements
• Created and shared bi hourly productivity report to ensure 100% utilization
• Identified challenges, escalate and provide ideas for improvement of process and system
• Shared daily reports for Production & Quality to clients based on targets not met/Exceeded
• Provided individual/group coaching to operators
• Handled new hires, groomed (Prod & Quality) to a level like tenured team

Project: GIS mapping (Managed processes - Local Geometry, Naming, Addressing, Turn Restrictions, Highways, Evals.)

Roles and Responsibilities:

• Auditing packages completed by editors to identify errors
• Providing feedback to editors in order to rectify data and ensure quality
• Ensured all deliverables are completed on time and with 100% quality
• Shared best practices with team to make work easy and to create friendly environment
• Creating Test case and providing observations for new versions of tool and at preinitiation stage
• Maintained high attention to detail of data standards, naming conventions, quality assurance and identified data issues and recommending solutions