Srivats Krishnamoorthy

• Accountable for helping a company to achieve financial goals and objectives and increase operating performance
• Prepared budgets, created business plans, and solved internal issues as they arose within Operations
• Handled a team of 1895 + within operations covering 11 Centres globally
• Handled both IT & ITES (BPS Consulting) operations
• Brought new references within IT & ITES utilizing my previous contacts and placed customers like Microsoft, HP, Dell, HD Supply, Virtusa, IBM Cloud, Walmart, Amazon & Fedex.
• Handled official correspondence on behalf of the president and the company, signing official documents, and making legally binding decisions and agreements
• Assessing and reviewing the work of other employees, from the management of various divisions to the reports and submissions of the company's departments
• Handled the executive-level company meetings to discuss key issues, such as strategic goals, code of conduct, and litigation
• Reported on the status and performance of the company's projects to the president and board of directors or stakeholders
• Made valuable proposals for viable projects and ventures to the president or stakeholders
• Evaluated the company's existing projects and decided whether to continue with them
• Monitoring changing industry trends and adapting the company's goals and projects to reflect these trends and appeal to the target demographic
• Monitoring growth opportunities and client leads and adapting marketing plans to attract more clients and investors
• Handled 44 Projects within BPS covering US, UK, Australia, Canada & UAE. Projects covering RPO, GTHRO, Healthcare, BFSI, F&A, Logistics & E-Commerce.
• Handled 13 IT Projects on SAP Ariba, SAP BTP, SAP S /4HANA, Cloud, Big Data, Scrum Support & Cyber Security.
• Ensured that the company is always in compliance with the latest industry regulations and standards

• Responsible to oversee internal operations & helped to build strong customer relationships by maximizing the company’s operating performance
• Focused on achieving financial goals by helping my team reach its full potential in every way possible
• Handled a team of 1655 within IT & ITES domains covering 11 centers globally
• Overview'd and took the accountability of the daily operations
• Set performance and financial goals and attain them through team direction and management
• Assessed, evaluated, and reported upon the overall teams and individual team member performance frequently
• Prepared and allocated revenue, forecast, budgets within P&L
• Researched and identified new business opportunities by coordinating with the Business Development, Sales, Marketing, Transitions & Mobilizations Team
• Seek new business tools and methods by implementing it to move forward in completely new ways
• Collaborated with 21 senior executives and 3 SVPs to decide on business strategies
• Evaluated department’s profits and revenue, and calculated risks
• Ensured compliance with company policies and local, regional and federal regulations
• Built and approved the department’s hiring plan
• Guided and supported VPs and managers within Operations
• Directed operational strategy to enhance efficiency and reduce costs across multiple departments.
• Implemented process improvements that streamlined workflows and increased productivity company-wide.

• Oversaw the day-to-day company operations covering BPS Consulting clients globally
• Handled a team of 1466 located in India, Singapore, USA & UAE
• Defined and implemented operations strategy, structure, and processes
• Managed the quarterly and annual budgeting process and P&L responsibilities
• Handled clients within IT covering the domains within Cloud, Scrum, Python, Agile, Big Data, SAP S /4HANA, SAP Ariba & Handled Software Applications
• Handled BPS Consulting International Clients on both Technical & Non Technical Domains
• Maintain a working knowledge of all phases of operations
• Accountable to manage operations, Mobilisations & Solutioning teams and innovated new Transitional & transformational approach towards placing new clients
• Coordinate support to operations throughout the business model
• Interview, hire, train, and mentor the operations management team
• Provide regular performance updates to the senior leadership team
• Streamlined operational processes, enhancing efficiency across multiple departments.
• Led cross-functional teams to implement strategic initiatives, driving operational excellence.
• Developed and executed training programs, fostering skill advancement among staff members.
• Analyzed performance data to identify improvement opportunities and optimize workflows.
• Collaborated with senior leadership to formulate long-term operational strategies and objectives.
• Implemented technology solutions, reducing manual efforts and increasing productivity metrics.
• Oversaw budget management, ensuring resource allocation aligned with strategic priorities.
• Ensured regulatory compliance with industry standards, minimizing potential risks associated with non-compliance penalties or sanctions.
• Drafted budget for 17 different departments and monitored expenditures.
• Fostered strong communication channels between departments to facilitate information sharing and promote collaborative problem-solving.

• Accountable all operations within a specified area including , training employees, leading area safety, meeting area quality goals, reducing downtime, reducing rejected materials, proactively coordinating material staging and flow, increasing area productivity, identifying employee issues and communicating them in a timely manner, reducing employee turnover and assuring area preparedness.
• Blessed to work with the strong executive or top management team to make high-quality decisions and achieve company goals.
• Handled THRO logistics account-based USA Client towards the 2nd phase.
• Transitioned new deals within F&A & IT Staffing covering clients from USA, Canada & Europe
• Responsible for the overall design, execution and goal setting of the Net Promoter Score (NPS) program for the organization, internally and externally
• Dedicated to CSAT performance across departments.
• Reporting to the Managing Director of the Account.
• Focused more on Recruitment Process Outsourcing (Global Talent Outsourcing) by handling 23 clients in USA, 14 in UK & 9 in Canada.
• Handled a team of 1291 + exclusive of 23 Team Leaders, 17 Assistant Managers & 11 Operations Managers within RPO Domain & also handled F&A Domain with a headcount of 560 +
• Creating and implementing a coherent global project delivery strategy, including improvements to efficiency, budgets, and processes as defined within Targets
• Successfully overseeing and delivering projects, ensuring delivery true impact and value to beneficiaries, users, and partners
• Taken care of R2R, P2P & O2C- F&A vertical - clients, billing, delivery, solutions, process, technology.
• Enabled new client acquisition - lead generation and engaging in conversation, ongoing service delivery & process management
• Ensured adherence to agreed SLA's and all service deliverables
• Smart and agile work allocation within team to maximize efforts on client work

• Responsible for managing the resources, developing and implementing an operational plan and ensuring that procedures are carried out properly
• Handled a team of 883 + covering 9 centers within BPS Consulting
• Lead negotiations, budgeting, purchasing, and putting efficient workflows in place to maximize a company’s productivity and performance
• Handled international Technical & Non Technical BPS Consulting clients from USA, Europe, Africa, UAE, Canada, Australia, Germany & China.
• Designed and managed systems and processes to deliver consistent, scalable and compliant with SOX and other regulations.
• Handled ETAS - Enterprise Technical Support IT projects include software development, infrastructure upgrades, cybersecurity initiatives, cloud migrations, data and analytics projects, ERP implementations, digital transformation programs, and legacy system modernization or integration.
• Managed the team of ETAS in Costa Rica, Japan, Singapore, USA, Canada & UAE.
• Managed PMO with responsibility for performance management, resource and portfolio management.
• Introduce KPIs to raise performance within Operational Business Processes
• Steer RapidApp, a mid-size mobile SaaS platform, through the acquisition process.
• Develop operational training program to ensure quality and consistency while meeting A2LA and ISO requirements
• Introduced KPIs, formal call monitoring and monthly performance appraisal process (QA program).
• Facilitated the ISO 9001 and ISO 27001 certifications without incurring a single nonconformity in 4 external audits.
• Redesign entire BPS processing model with certain RPA methods which involved BOTS to work on Calls & other Non Voice Processes
• Implement KPI reporting package that reviews agent productivity as well as property operations
• Developed new tools as a process / continuous improvement method by coordinating with the IT Team which saved Cost, People & Time
• Involved within Audits & New Client Transition Programs

Orchestrated efforts with 12 senior managers and 3 associate directors located in India, USA, and Canada to formulate performance goals and long-term plans. Oversaw a workforce of 455 across operations in seven international centers including India, Costa Rica, UAE, Singapore, and Canada. Optimized productivity by analyzing processes and promoting interdepartmental communication. Established strategic targets aimed at enhancing overall operational efficiency. Collaborated with seven project managers to design financial frameworks and budgets. Evaluated existing operational workflows to identify opportunities for improvement. Implemented effective day-to-day systems that provided insights into initiative progress and hurdles. Fostered strong relationships with department heads and external partners to guide decision-making related to operations.

• Directed the activities related to the daily operations of the Operations
• Responsible for the direction of multiple support functions within F&A, Healthcare, Retail, BFSI, Recruitment Process Outsourcing, IT Staffing & other Support Technical Operations
• Transitioned new clients from USA, Canada, Singapore & UAE
• Handled a team of 288 + within Operations and reported directly to the Managing Director, CEO & COO
• Leads the strategic planning for assigned operational areas and assisted a Senior Operations Manager within strategic plan / approach
• Establishes performance goals and measures to evaluate success of assigned area of responsibility
• Assists the Operations Manager / Senior Operations Manager's in formulating and implementing policies and procedures
• Oversees the day-to-day operations of assigned area including the supervisors of BPO Operations. Provides guidance and direction to staff involved in Client Success.
• Responsible for ensuring the entire functional areas within Operations leads to IT & ITES activities upon both sides within Consumer & Enterprise Technical Supports
• Responsible for maintaining an inclusive working environment that is free from discrimination and harassment.
• Performs Audits and involved within TownHall Meetings to address the crowds to understand the directional approach on issues and rectified it in a timely manner.
• Streamlined operational workflows to enhance efficiency and reduce costs across multiple departments.
• Led cross-functional teams to implement process improvements that increased service delivery speed.
• Developed and executed strategic initiatives to optimize resource allocation and operational performance.
• Mentored junior staff on best practices, fostering a culture of continuous improvement within operations.
• Collaborated with stakeholders to align operational goals with organizational objectives, ensuring cohesive strategy execution.

• Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & sales targets within Outbound Processes.
• Handled a Team of 210 within operations on both Voice & Non Voice support functions covering international clients from USA, UK, Australia, Canada, Germany, Singapore & UAE.
• To proactively maintain regular engagement with key client contacts in line with client expectations
• Ensured delivery of Client KPIs/Sales targets including day to day service levels, customer experience, quality measures and compliance measures
• Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognised
• Accountable to have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams
• Successfully delivered and managed peak periods within Operational Performance
• Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics
• The continuous identification implementation of operational best practice through interaction with the wider team
• Motivated and effectively performance managed Operations Managers within the account to ensure delivery of overall targets and business plan
• Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation
• Excellent leadership, people management, communication and influencing skills at a senior level was showcased and awarded as the best within Operations Team in the years 2008, 2010 & 2013.

Developed training programs to enhance staff performance and ensure adherence to standards. Maintained constant communication with stakeholders to align operational goals with strategic objectives. Oversaw daily operations of projects within IT infrastructure for consistent stability. Implemented quality assurance protocols for service excellence across operations. Analyzed workflow data to identify areas for process improvements leading to cost savings of $12,500. Managed a team of 103 in voice and non-voice support operations effectively. Streamlined staffing processes, hiring new talent as needed and providing systematic training. Fostered a culture of safety by implementing rigorous safety protocols.

• Accountable person who Recruits, selects, hires, and trains new call center personnel and prepares them to respond to customer questions within TAT by maintaining AHT
• Managed 5 international clients from USA, Europe & Australia within F&A, US It Staffing, RCM Healthcare (Medical Billing & Transcription) & BFSI
• Prepares call center performance reports by collecting and analyzing call agents’ data
• Handled a team of 67 within Voice & 19 within Non-Voice
• Handled 4 Team Leaders and 2 SME's within Transactional Quality (Monitoring) & 4 within MIS who are responsible for management information system reports
• Evaluates individual performance reviews and overall team effectiveness with upper management
• Presented high level client meetings based on Account, Process & Continious Improvements both on Internal & External perspectives
• Helps call agents with challenging customer service issues
• Accountable to own the Process Documents and coach my team members in order to acheive success
• Monitors team performance and provide reports to the Operations Manager frequently
• Determines call center operational strategies by evaluating team results and objectives
• Maintained and improved call center operations by monitoring system performance and identifying and resolving problems
• Meets financial targets by estimating performance requirements and preparing annual budgets
• Presents monthly and annual call center action plans and objectives
• Planned and organised fun activities for my team members, created new L&D Onine & Class Room Training sessions towards the prospects of Career & Skill Development

• Responsible for daily operations by coordinating with the Assistant Operations Manager, Operations Manager by setting Productivity, Quality, TAT, Accuracies & AHT
• Accountable for Client Escalations and maintained reports within RCA & FMEA's to enhance / eradicate errors
• Setting their team’s goals and communicating them effectively
• Handled clients from USA, UK & UAE based on IT Staffing, F&A & RCM Healthcare (medical Billing & Coding)
• Developing and implementing plans and strategies
• Handled a team of 33 within Inbound, Outbound, Email & Chat Support
• Delegating responsibilities to team members according to their expertise
• Resolving internal conflicts and boosting up the team’s morale
• Managed a Transactional Quality team of 11 & 3 in MIS Support.
• Using key metrics to keep the track of team progress
• Managing and allocating the team’s resources
• Responsible to share weekly / monthly presentations with the client by adding internal Operations Team
• Led cross-functional teams to enhance customer service delivery and operational efficiency.
• Developed training programs that improved team performance and skill proficiency.
• Implemented quality control measures to ensure compliance with industry standards.
• Analyzed performance metrics to identify areas for process improvement.
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.

• Focused on core operations within Inbound, Outbound, Email & Chat Process for clients within F&A & BFSI
• Joined hands with company leadership to define project objectives, processes, policies, procedures and rules
• Focused on Escalations, Metrics, SOP's, Process Documents, Client Escalations and KPI's.
• Been a back for Team Leader on his absence to lead the Team efficiently
• Explained the policy implementation to fellow team members
• Getting management approval or approving alterations in rules, procedures and policies
• Informing consumers regarding project goals and expected deliverables
• Resolving project-related problems within their area of expertise
• Fact-checking other professionals on the project to ensure data and information accuracy
• Providing feedback to project team throughout creation, testing and rollout of deliverables
• Working with company leadership to create testing scenarios and validate test results
• Performing user-acceptance testing at the end of the project
• Validating deliverables produced by a project or company
• Creating project-related documentation and training manuals
• Teaching or training project employees and consumers
• Communicating with company stakeholders regarding project progress
• Worked well in a team setting, providing support and guidance.
• Demonstrated respect, friendliness, and willingness to help wherever needed.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Passionate about learning and committed to continual improvement.
• Strengthened communication skills through regular interactions with others.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Worked effectively in fast-paced environments.
• Self-motivated, with a strong sense of personal responsibility.
• Skilled at working independently and collaboratively in a team environment.
• Managed time efficiently in order to complete all tasks within deadlines.

• Responding to customer inquiries and resolving technical issues via phone, email, or chat.
• Handling Australian & Canadian Clients within Technical Support Process.
• Diagnosing and troubleshooting hardware, software, and network problems.
• Providing user support and training on various software applications and systems.
• Escalating complex issues to senior team members or other departments as needed.
• Tracking and monitoring customer tickets to ensure timely resolution and customer satisfaction.
• Collaborating with crossfunctional teams to ensure seamless IT operations and service delivery.
• Maintaining documentation of support processes, troubleshooting guides, and knowledge base articles.
• Assisting in the procurement and deployment of hardware and software assets.
• Conducting quality assurance checks to ensure adherence to standard operating procedures.
• Participating in team meetings and training sessions to enhance technical skills and knowledge.
• Learnt SIPOC and practised to create / edit process related documents like SOP's, Performance Reviews, Customer Escalations, Internal Audits, One on One Reports & Quality Documents.
• Worked effectively in fast-paced environments.
• Self-motivated, with a strong sense of personal responsibility.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Managed time efficiently in order to complete all tasks within deadlines.
• Organized and detail-oriented with a strong work ethic.
• Paid attention to detail while completing assignments.
• Used critical thinking to break down problems, evaluate solutions, and make decisions.
• Proved successful working within tight deadlines and a fast-paced environment.
• Learned and adapted quickly to new technology and software applications.
• Developed and maintained courteous and effective working relationships.