Subramanian Maleboina

Role:

Responsible to drive operations, Process Excellence Framework through different levers, Transformation's, P&L & Transitions

Operations Maturity:

• Involve in stabilizing the process from day one of Go-Live production  Measure the actual performance outcomes against the agreed service delivery metrics and build the controls around the same to ensure the process stability
• Coach, mentor and involve in developing the Operational Excellence asset (SIPOC, Process Maps/Blue prints with solution mapping, FMEA, Capacity Models and Control charts etc. for each process)
• Involve in conducting the periodic process assessment and work with Operations to address the gaps identified
• Identify client value creation projects through metric improvement – reduction in cycle time/TAT
• Drive Improvement idea generation and best practice sharing sessions
• Responsible for driving Ideation campaign - Validation and Categorize of ideas across different levers and Convert into Automation/Lean/Six sigma projects

Key Deliverables:

• Managed 200 + FTEs across two Delivery locations (CHN & HYD)
• Managing the Transition & Delivery for this account with P&L of $3 Mn USD/Annum
• Transitioned 3 Processes starting Feb ‘18 and stabilized the delivery & relationship with 100% SLA across all Sub-Processes post transition ➢ Worked closely with Business Relationship Team for a successful partnership ➢ Deployed multiple Projects with the help of Analytics and PEX team to benefit process ➢ Growth Driver, leveraging expertise in directing highly complex projects to maximize business results; drove adoption and enforcement of rules implementing appropriate methodology to add value to the deliverables ➢ Experience in leading Business Process Transitions, Process Consulting, and Process Reengineering
• Managing the Delivery & Client relationship as Delivery Manager
• Keen Customer centric approach to serve customer requirements to delight customers
• Cultivated excellent relationship with both Client and Colleagues
• Developing and finalizing SOW, Risk & Governance Framework and SLA’s in coordination with business
• Integrated Quality Management approach in line with the Audit requirements
• Assisting Client in drafting Process related policies and procedures
• Contingency planning, Resource handling and ensuring on-time delivery
• Set up and managed globally diverse and high performing teams, established processes and directed cross-functional teams while ensuring delivery of performance & KPIs at individual and group levels
• Expertise in improving processes & controls and elevating outputs, quality, customer satisfaction and employee motivation

Marginal Optimization:

• Initiate and work collaboratively with delivery teams on identifying cost optimization projects across different categories (Base FTE cost, Enabling Cost, Process Led Automation and Revenue Based levers)
• Assist the delivery teams leading the marginal optimization projects - SU (Seat Utilization) improvement, Span rationalization, Reducing Transport Cost, Right shoring and Scope Monetization

Digital Intervention:

• Identify and drive digital transformation opportunities through End to End Process Assessment and Value Stream Mapping
• Design the automation solution (detailed process map/blue print) and develop the business case for business approvals
• Define the scope and risk of the project and communicate the same to all stakeholders for approval
• Manage the entire program for the automations, including Technical resource alignment, developing business rules documentation, Cost benefit analysis, UAT, final tool deployment & final benefit quantification
• Delivered 151 FTE worth of Automations within Banking and Financial Services
• Involved in transformation assessment for RPA (Robotic Process Assessments) across Banking and lending operations and identified 350 FTE (~40% of HC) worth of opportunities for one of the leading US lending banks – which have been conceived by the delivery teams and received approval from client for the implementation
• Collaborating with IPA/RPA, Analytics, Smart Intake and Technical teams to run through the automation opportunities identified across automation levers (RPA, Re-engineering, Partial automation, Minibots, Analytics, OCR/Machine learning)

Growth Path:

Jul'05 - Nov’07 Process Associate

Nov’07-Apr’10 Sr. Process Associate

Apr'10-July’13 Team Leader

Jul'13 - July'16 Assistant Manager

Key Responsibilities:

• Responsible for Transition of projects, design, manage and improve existing projects
• Developer of project plan with milestones covering Workflow, Setup, Man Power Requirement, Training, Quality and Pilot Production
• Lead a strong and multi skilled Team of 45 Associates across Hyderabad and Bangalore Locations
• Closely monitoring the inflow and outflow of production volumes to keep up the service levels up to the client’s expectations
• Planning incentive programs for the associates, leads, and coordinators. Implementing various reward plans for the toppers in productivity, quality and customer delight
• Ensuring high level of customer service by achieving established SLAs in terms of Productivity, Quality and TAT
• Organize and manage quality assurance function in close co-operation with the customers, vendors and internal quality auditors
• Responsible for defining quality procedures, setting up quality controls, quality assurance and vendor quality management
• Identifying the needs of process efficiency and develop a plan for process improvements - automation to Reduce TAT, Throughput, and mapping to operational requirements
• Setting up and maintaining controls and documentation procedures as per ISO 9001:2008 standards and performing process audits

Highlights:

• Improved quality per transaction from 52% to 99.98% for SCRA conversion mapping process through quality analysis and continuous improvement plans which resulted in expansion of business by addition of quality process to manage QC on clients SCRA tour database application
• Involved in Six Sigma Green belt project initiated to “Improve the order level accuracy of Occupancy certification letter” from 82% to 98.5% with an improvement of 1 Zst
• Involved in Six Sigma Green Belt project initiated to “Improve the efficiency of Process Training” with an improvement of 1.5 Zst
• Lead Six Sigma Green belt project to improve the accuracy percentage of Collateral Management process. Improved the accuracy percentage @DPU from 35% to 99.2%
• Lead Six Sigma Green belt project to improve the accuracy percentage of Claims Filing process. Improved the accuracy percentage from 54% to 98.8% (financial accuracy)
• Involved in Clarity project to optimize the Process efficiency & effectiveness of Title Order Processing
• Successfully completed multiple Kaizen projects across all processes with an improvement benefit of RPH, Quality, and TAT