Sudhir Reddy
Bangalore
Summary
Seeking Senior Level Managerial Assignments in Internal/Operations/Service Delivery/Life Cycle management with a Growth oriented Organization Experienced in setting, monitoring and managing strategic and tactical business plans focused on enabling sustained growth, improving operations and maximizing profits. Big-picture thinker with a good eye for overhauling processes and program operations.
Overview
17
17
years of professional experience
Work History
Business Head
GrassrootsBpoPvtLtd
10.2019
- Managing complete client Operations for multiple processes of a leading Telecom Operator
- Designing and executing innovative strategies for effective coordination of daily operations and customer satisfaction while meeting the cost, productivity and quality goals
- Successfully introduced new processes & procedures for improving SLA and customer/client satisfaction levels
- Ensuring quality of service delivery for customer care, satisfaction and retention
- Analyzing existing operations, developing action plans, establishing work priorities and implementing strategies and processes for process management/improvement
- Training, directing, motivating and leading a team of 350+ associates with 4 assistant managers and 16 group leads and designing policies and development programs
- Responsible for attainment of all performance parameters cost effectively, targeting maximum profitability
- Responsible for additional business & sustaining existing business accomplishments and job responsibility
- Implemented various Revenue enhancement schemes with an incremental revenue of 10%
- Improved internal customer satisfaction with effective team leadership skills in motivation and mentoring (reducing attrition rate below the targeted percentage
- Successfully designed and managed rewards/ recognition scheme and people development programs for the team
- Participated in organizational restructuring and design
- Created organizational strategic plans, goals and performance management plan and metrics reports
- Worked with Business Operations to define their execution approach, manage and track activities
- Manage delivery of Service Level Agreements in the business area
- Ensuring delivery on process related client & internal metrics
- In-Charge of the Entire operation at the new Service Partner Location monitoring Operations and Support function teams [Quality, Training and Recruitment
- Provide strategic direction to Service Partner Team for overall development & betterment of performance
- Adept at working in high pressure environments with strict deadlines and multiple deliverables to implement best practices that consistently deliver outstanding results
- Lead the operations management team, for multiple client Operations that continuously strives to enhance operating practices and deliver value added
- Steer team performance through collaborative and individual performance management
- Devise innovative activities like daily heads up, performance board review to manage day to day activities related to process & people
- Ensuring the reporting metrics in place and delivered as per the schedules
- Plan and Monitor development plans of all the employees
- Counseling and guidance resolution of interpersonal issues
- Design the Balance Score Card for the process.
Center Head
GrassrootsBpoPvtLtd
10.2015 - 10.2019
- Managing complete client Operations for multiple processes of a leading Telecom Operator
- Designing and executing innovative strategies for effective coordination of daily operations and customer satisfaction while meeting the cost, productivity and quality goals
- Successfully introduced new processes & procedures for improving SLA and customer/client satisfaction levels
- Ensuring quality of service delivery for customer care, satisfaction and retention
- Analyzing existing operations, developing action plans, establishing work priorities and implementing strategies and processes for process management/improvement
- Training, directing, motivating and leading a team of 350+ associates with 4 assistant managers and 16 group leads and designing policies and development programs
- Responsible for attainment of all performance parameters cost effectively, targeting maximum profitability
- Responsible for additional business & sustaining existing business accomplishments and job responsibility
- Implemented various Revenue enhancement schemes with an incremental revenue of 10%
- Improved internal customer satisfaction with effective team leadership skills in motivation and mentoring (reducing attrition rate below the targeted percentage
- Successfully designed and managed rewards/ recognition scheme and people development programs for the team
- Participated in organizational restructuring and design
- Created organizational strategic plans, goals and performance management plan and metrics reports
- Worked with Business Operations to define their execution approach, manage and track activities
- Manage delivery of Service Level Agreements in the business area
- Ensuring delivery on process related client & internal metrics
- In-Charge of the Entire operation at the new Service Partner Location monitoring Operations and Support function teams [Quality, Training and Recruitment
- Provide strategic direction to Service Partner Team for overall development & betterment of performance
- Adept at working in high pressure environments with strict deadlines and multiple deliverables to implement best practices that consistently deliver outstanding results
- Lead the operations management team, for multiple client Operations that continuously strives to enhance operating practices and deliver value added
- Steer team performance through collaborative and individual performance management
- Devise innovative activities like daily heads up, performance board review to manage day to day activities related to process & people
- Ensuring the reporting metrics in place and delivered as per the schedules
- Plan and Monitor development plans of all the employees
- Counseling and guidance resolution of interpersonal issues
- Design the Balance Score Card for the process.
Senior manager Operations
GrassrootsBpoPvtLtd
04.2013 - 10.2015
- Managing complete client Operations for multiple processes of a leading Telecom Operator
- Designing and executing innovative strategies for effective coordination of daily operations and customer satisfaction while meeting the cost, productivity and quality goals
- Successfully introduced new processes & procedures for improving SLA and customer/client satisfaction levels
- Ensuring quality of service delivery for customer care, satisfaction and retention
- Analyzing existing operations, developing action plans, establishing work priorities and implementing strategies and processes for process management/improvement
- Training, directing, motivating and leading a team of 350+ associates with 4 assistant managers and 16 group leads and designing policies and development programs
- Responsible for attainment of all performance parameters cost effectively, targeting maximum profitability
- Responsible for additional business & sustaining existing business accomplishments and job responsibility
- Implemented various Revenue enhancement schemes with an incremental revenue of 10%
- Improved internal customer satisfaction with effective team leadership skills in motivation and mentoring (reducing attrition rate below the targeted percentage
- Successfully designed and managed rewards/ recognition scheme and people development programs for the team
- Participated in organizational restructuring and design
- Created organizational strategic plans, goals and performance management plan and metrics reports
- Worked with Business Operations to define their execution approach, manage and track activities
- Manage delivery of Service Level Agreements in the business area
- Ensuring delivery on process related client & internal metrics
- In-Charge of the Entire operation at the new Service Partner Location monitoring Operations and Support function teams [Quality, Training and Recruitment
- Provide strategic direction to Service Partner Team for overall development & betterment of performance
- Adept at working in high pressure environments with strict deadlines and multiple deliverables to implement best practices that consistently deliver outstanding results
- Lead the operations management team, for multiple client Operations that continuously strives to enhance operating practices and deliver value added
- Steer team performance through collaborative and individual performance management
- Devise innovative activities like daily heads up, performance board review to manage day to day activities related to process & people
- Ensuring the reporting metrics in place and delivered as per the schedules
- Plan and Monitor development plans of all the employees
- Counseling and guidance resolution of interpersonal issues
- Design the Balance Score Card for the process.
Operations Manager
GrassrootsBpoPvtLtd
11.2011 - 04.2013
- Managing complete client Operations for multiple processes of a leading Telecom Operator
- Designing and executing innovative strategies for effective coordination of daily operations and customer satisfaction while meeting the cost, productivity and quality goals
- Successfully introduced new processes & procedures for improving SLA and customer/client satisfaction levels
- Ensuring quality of service delivery for customer care, satisfaction and retention
- Analyzing existing operations, developing action plans, establishing work priorities and implementing strategies and processes for process management/improvement
- Training, directing, motivating and leading a team of 350+ associates with 4 assistant managers and 16 group leads and designing policies and development programs
- Responsible for attainment of all performance parameters cost effectively, targeting maximum profitability
- Responsible for additional business & sustaining existing business accomplishments and job responsibility
- Implemented various Revenue enhancement schemes with an incremental revenue of 10%
- Improved internal customer satisfaction with effective team leadership skills in motivation and mentoring (reducing attrition rate below the targeted percentage
- Successfully designed and managed rewards/ recognition scheme and people development programs for the team
- Participated in organizational restructuring and design
- Created organizational strategic plans, goals and performance management plan and metrics reports
- Worked with Business Operations to define their execution approach, manage and track activities
- Manage delivery of Service Level Agreements in the business area
- Ensuring delivery on process related client & internal metrics
- In-Charge of the Entire operation at the new Service Partner Location monitoring Operations and Support function teams [Quality, Training and Recruitment
- Provide strategic direction to Service Partner Team for overall development & betterment of performance
- Adept at working in high pressure environments with strict deadlines and multiple deliverables to implement best practices that consistently deliver outstanding results
- Lead the operations management team, for multiple client Operations that continuously strives to enhance operating practices and deliver value added
- Steer team performance through collaborative and individual performance management
- Devise innovative activities like daily heads up, performance board review to manage day to day activities related to process & people
- Ensuring the reporting metrics in place and delivered as per the schedules
- Plan and Monitor development plans of all the employees
- Counseling and guidance resolution of interpersonal issues
- Design the Balance Score Card for the process.
Assistant Manager - Pre Paid FTA
Bharti Airtel Limited
10.2010 - 08.2011
- Data Entry by Distributor in URL – TAT Monitoring
- Distributor wise Data on Form not entered in URL based on Activation report from URL
- Retailer SMS accuracy
- Outstation customer verification by retailer
- Tele verification of all prepaid activated customers
- NCT monitoring & Hot lining
- Recon between URL DE V/S APEF Data and Data on Form not received
- Tele marketing registration complete process adherence
- Vendor management (Timely Vendor payments/Vendor stability/Continuity)
- Various MIS for the above activity
- Closely working with sales team to reduce fraudulent sales
- Co ordination with distributors for accurate data entry on the portal (MIS sharing /issue resolution).
Process Head – Life Cycle Management Retail Segment
Bharti Airtel Limited
12.2008 - 10.2010
- Developed and Managed Relationship Mangers to deliver services for the zonal retail business
- Design and apply various methods and schemes to accomplish targets on a monthly quarterly and yearly basis
- Maintained Bad debts consistently at
- Achieved collection target greater than 45% for >60 days billing
- Essayed a role in reducing collection and retention complaints by closely monitoring top complaints & ensuring end-to-end closure of all the issues within TAT
- Agency recruitment/ terminations
- Code of conduct implementation at agencies
- Agency Executive training, Process training & Learning, knowledge sharing & Communication
- Act as a councilor, offering assistance to employees to deal with personal and professional issues
- Role in launch of Employee Benefit programs and Career growth programs to ensure understanding of the roles and career growth within the organization
- Cost reduction/Effective model implementation of collection agencies
- Employee/Vendor Engagement.
Life cycle manager
Bharti Airtel Limited
12.2007 - 12.2008
- Rétention & Churn Control- To ensure churn to be below 1.5% on the total base
- Collections and Bad Debt – Maintain Bad debt to be below 2%
- Buc ket Collections(R1) for Bangalore Retail Zone
- Manage a Broad range of HR functions including screening/ hiring and orientation of efficient staff, training and dévelopment programmes
- Developed the system to study First Billers Behavior, Thus helping organization to monitor/track the trend and take appropriate measures to enhance business performance in this particular line of Customer
- Identified Data Base of Black listed accounts in the network, to restrict fresh Activations without approval, thus ensuring that out standing is collected Prior to activation alleviating further dents to Bad debt
- Réduction in Complaints for collection related complaints
- Code of conduct implémentation at agencies
- Cost réduction/Effective model implémentation of collection agencies
- Employée/Vendor Engagement.
Legal Backend operations
Bharti Airtel Limited
06.2007 - 12.2007
- Identifying Cheque bounce accounts on daily basis
- Reversing of posted amount from customer account
- Charging of Cheque bounce charges to the customer accounts
- Allocation of these accounts to telecalling agencies for remainder calls to customer
- Allocation of these accounts to external advocate for filing of Sec 138 on these customers (technical reasons)
- Separate Allocation, monitoring and managing of Cheque Bounce Accounts for Agencies
- Follow up for summons for all unpaid customers.
Dunning And MIS
Bharti Airtel Limited
06.2006 - 06.2007
- Daily tracking of payments across bill cycles
- Sharing reports of all corporate dues accounts to CRM’s for follow up
- Statement of accounts and reconciliation statements automation for corporate
- Remainder SMS to due date exceeded customers
- Barring and Suspension of non payers
- Co ordination with collection teams for non payers
- Timely barring and suspension of late payers
- Charging of LPF to late payers.
Modes of payment
Bharti Airtel Limited
05.2005 - 06.2006
- Bill cycle processing of customers in ECS and SI
- Bill cycle processing of customers in Net Banking
- Daily tracking of self-care payments
- Ensuring maximum CSMM (Customer Satisfaction Measurement Matrix) scores on payment options
- Providing increased accessibility of payment locations by adding up new external agencies and hence ramping up the collection infrastructure
- Assessing efficiency of various modes of payment in respect to Cost, convenience, administration and complaint handling
- Promoting/ providing awareness on all the convenient modes of payment available for customers through special schemes and offers and hence achieving the target for due date collections
- Promoting Auto-debit (SI/ECS) & Internet (self – care / Online) payment options to help customers with hassle free service and also to increase due date collections
- Coordinating with telecalling agency and ensuring maximum productivity and awareness on calling
- Responsible for analyzing the complaints and resolving the same within the stipulated turn around time
- Ensuring that Service level adherence at 100%
- Initiate action plans for reducing expired card cases in SI
- New Product Launches.
BILL Dispatch
Bharti Airtel Limited
09.2002 - 05.2005
Education
Executive MBA - Operations
BCA -
GNIIT - 2 year's course at NIIT
Diploma In Computer Science (DCS) -
Skills
- Operations Management
- Project Management
- Business Planning
- Business Development
- Sales Forecasting
Accomplishments
- Implementation of KYC at distributors across Bangalore as a part of R2R initiative, which reduced TAT of data entry and physical APEF's reaching warehouse.
- Implementation of 100% TV for Prepaid FTA customers (which is first across Pan India)
- Lowest ever BD of 0.9M for Retail and Recovery collections at 7Mn which is the benchmark in Retail history
- Think impossible targets for BD/Recovery collection which was achieved through initiating back to basics/FOS Engagement/Review mechanisms
- Have been recognized and rewarded for Cost Optimization Initiative taken for vendor management and consolidation of agencies which resulted in an increase of collections.
- Business continuity plans for vendor to increase quality and performance of agencies.
- Six Sigma Certified: Yellow Belt completed – Project – Cost Optimization Initiative taken for vendor management.
- Was part of startup BPO, includes Recruitment /Training/Transition/Service delivery.
- Proficient in setting up BPO projects from scratch Sales-Transitions-Operations-Customer Success(Project Management)
- Certified green belt in Six Sigma
Passport Number
E1709754
Proficiency Forte
- Sales & Marketing
- Operations Management
- Organizational Re-Engineering
- Client/Vendor Management
- Strategic Planning
- Risk & Credit
- Billing /Recovery & P&L
- Training & Development
- Policy/ Procedure Development
- Quality Management
- Process Management
- Customer Life Cycle Management
- Team Management
Personal Information
Date of Birth: 09/22/1980
Languages
English
Bilingual or Proficient (C2)
Kannada
Advanced (C1)
Hindi
Intermediate (B1)
Telugu
Elementary (A2)
Tamil
Elementary (A2)
Timeline
Business Head
GrassrootsBpoPvtLtd
10.2019
Center Head
GrassrootsBpoPvtLtd
10.2015 - 10.2019
Senior manager Operations
GrassrootsBpoPvtLtd
04.2013 - 10.2015
Operations Manager
GrassrootsBpoPvtLtd
11.2011 - 04.2013
Assistant Manager - Pre Paid FTA
Bharti Airtel Limited
10.2010 - 08.2011
Process Head – Life Cycle Management Retail Segment
Bharti Airtel Limited
12.2008 - 10.2010
Life cycle manager
Bharti Airtel Limited
12.2007 - 12.2008
Legal Backend operations
Bharti Airtel Limited
06.2007 - 12.2007
Dunning And MIS
Bharti Airtel Limited
06.2006 - 06.2007
Modes of payment
Bharti Airtel Limited
05.2005 - 06.2006
BILL Dispatch
Bharti Airtel Limited
09.2002 - 05.2005