Suresh Kumar Katta
Operations Manager
Hyderabad
Summary
Experienced and results-oriented Operations Manager with a decade of success, handling a team of 75 HC in optimizing service operations and ensuring outstanding client satisfaction. Expert in project management, process optimization, and resource allocation, consistently achieving efficiency enhancements and cost-effective solutions. Committed to upholding the highest service quality standards while driving continuous improvement initiatives.
Overview
11
11
years of professional experience
3
3
Languages
Work History
Operations Manager 1
Amazon Development Centre India
07.2022 - 10.2024
- Managing a team of 75 HC (including 3 TLs) overseeing end-to-end business operations for Last Mile - DLP program across global partners.
- Increased daily productivity by 25% and Quality by 20 bps by identifying and eliminating inefficiencies in task management, automating reports and incorporating new tools.
- Conducted regular standup calls and updates to communicate usage and metrics reporting to clients and the management team.
- Utilized Scrum/Agile practices to meet key milestones and deliverables.
- Managed forecasting and pipeline.
- Evaluated team metrics and performance, providing timely feedback, coaching, and ensuring KRA/KPI/SLA objectives were met.
- Led learning, mentoring, and training initiatives to attain subject matter expertise.
- Managed stakeholder communication on operational milestones, process changes, and escalations.
- Conducted Root Cause Analyses (RCAs) for timely issue resolution.
- Implemented numerous process improvement ideas, managed change and risk.
- Utilized Time and Motion studies for target analysis and adjustments.
- Collaborated with internal stakeholders and clients to make data-driven decisions, driving revenue growth, client satisfaction, and team enablement.
- Emphasized advanced program and operations management with a focus on scope management, planning, execution, quality assurance, service level management, and continuous improvements.
- Acted as a technical liaison between IT and operations, translating business requirements into functional processes.
- Ensured high-quality hiring standards up to the Team Lead level.
- Managed headcount reconciliation and billing impact control.
- Guided team leads in building dashboards, reporting, and automation programs.
- Proficient in MS Excel and Word; Intermediate expertise in Power BI, SQL, and Tableau.
- Drove initiatives in the management team and organization that contributed to long-term operational excellence.
- Conducted performance appraisals based on agent performance, shrinkage, and attrition management.
Team Lead
Cognizant Technologies Solutions India Pvt Ltd
11.2021 - 07.2022
- Supervised 38-member team; ensured SLA alignment and tracked OKR success.
- Collaborated with QA and L&D teams to upskill workforce and close performance gaps.
- Led employee engagement initiatives to boost retention and satisfaction.
- Conducted EWS ratings and yearly appraisals to assess team performance.
Team Leader
Teleperformance Global Services India Pvt Ltd
08.2019 - 10.2021
- Handled team of size 42 (with 2 pod leads).
- Ensured the team had a deep understanding of customer needs, specifications, targets, and essential production tools.
- Conducted random audits to identify issues, performed Root Cause Analyses (RCAs) to improve low metrics, and provided both verbal and documented coaching and feedback to achieve quality and productivity targets.
- Effectively managed shrinkage and attrition, including conducting stay and exit interviews.
- Conducted performance appraisals based on individual agent performance.
- Identified and bridged knowledge gaps through targeted training and refresher programs.
- Collaborated with functional managers and support teams to secure necessary resources for the team's success.
- Created and shared bi-hourly productivity reports to maximize resource utilization.
- Identified challenges, escalated and provided ideas for improvement of process and system.
- Provided individual and group coaching to operators, including the onboarding and development of new hires to match the performance levels of tenured team members.
Quality Analyst
Intelenet Global Services, Serco India Pvt Ltd
01.2019 - 07.2019
- Conducted audits on packages completed by editors to identify errors and discrepancies.
- Provided constructive feedback to editors to rectify data and ensure the highest quality standards were met.
- Ensured that all project deliverables were completed punctually and met the quality target of 100%.
- Shared best practices with the team to enhance efficiency and create a collaborative work environment.
- Developed test cases and provided observations for new versions of tools, contributing to the tool's improvement at the pre-initiation stage.
Pod Lead
Teleperformance Global Services India Pvt Ltd
02.2018 - 12.2018
- Led a team of 20+ Escalation Engineers for Google Client products.
- Collaborated with Product Specialists on new feature rollouts and policy updates.
- Ensured adherence to product-specific policies and compliance standards.
- Reported potential bugs and sentiment to enhance product quality.
- Conducted training sessions for operations and new hires on Google products.
- Implemented productivity and quality management initiatives to improve team performance.
Sr IT Analyst /IT Analyst
Teleperformance Global Services India Pvt Ltd
03.2014 - 01.2018
- Acted as client POC for product bugs and data tracking.
- Streamlined quality reporting processes and compliance monitoring.
- Coordinating with new joiners as well as team members to reach the target.
- Took ownership of daily tracking data sheets (Operations).
Education
MBA -
Kingston P.G. College
Hyderabad 04.2001 -
Bachelor of Commerce -
Osmania University
Hyderabad 04.2001 -
Skills
Stakeholder & Client Engagement
undefinedAccomplishments
- Streamlined processes & procedures, resulting in a 20% increase in efficiency and productivity.
- Developed & executed cost-saving initiatives, resulting in a 15% reduction in operational expenses while maintaining high-quality standards.
- Received "Best Team Lead" award for Q4'2020.
- Received Ops Advocate Award Q1'2024.
- Recognized for “Policy Gap Detection” - Teleperformance (Q2 2019).
Timeline
Operations Manager 1
Amazon Development Centre India
07.2022 - 10.2024
Team Lead
Cognizant Technologies Solutions India Pvt Ltd
11.2021 - 07.2022
Team Leader
Teleperformance Global Services India Pvt Ltd
08.2019 - 10.2021
Quality Analyst
Intelenet Global Services, Serco India Pvt Ltd
01.2019 - 07.2019
Pod Lead
Teleperformance Global Services India Pvt Ltd
02.2018 - 12.2018
Sr IT Analyst /IT Analyst
Teleperformance Global Services India Pvt Ltd
03.2014 - 01.2018
MBA -
Kingston P.G. College
04.2001 -
Bachelor of Commerce -
Osmania University
04.2001 -
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