Swathi M
Bangalore,Karnataka
Summary
Experienced Leadership & Operations Professional with 10 years of expertise in change management, stakeholder collaboration, and customer-centric strategies. As an ADM overseeing 7 departments and 200 employees, skilled in driving operational efficiency, managing escalations, and aligning business objectives. Proven ability in team leadership, talent acquisition, retention management, and process optimization to enhance productivity. Strong expertise in strategic planning, problem-solving, and fostering a collaborative work environment to drive organizational growth and success
Overview
10
10
years of professional experience
4026
4026
years of post-secondary education
2
2
Languages
Work History
Assistant Department Manager
Technicolor Group
Bengaluru
01.2023 - Current
- As a ADM, I oversee 200 employees with 7 departments strategizing employee’s performance and experience within the department. Work with key stakeholders to develop a successful road map for the department's smooth operation, including recruiting, salary management, succession planning, career advancement and talent retention. My contribution will have an impact on the success and growth of the artists and the Studio
- Onboarding & Offboarding – Induction, System Setup, Exit formalities.
- Career Development – Performance Management, Succession Planning, Training
- Employee Query Management – Addressing employee issues in real-time and support.
- Compensation Change & Retention – Parity within the departments/levels. Retaining core talents.
- Resource Management – Crewing, Hiring, Transfers.
- Asset Management – System Setup / Tracking and Delivery / System Returns
- Employee Experience – Floor Engagement/Employee Connect/Employee Communication
- Compliance – Attendance / Punchout - Timesheet / Any other Compliance
- Hybrid Working Model – Plan and Strategize new ways of working based on requirements (Performance/Project/Client/Technology)
- Project management skills and a sensitivity towards deadline related deliveries
- Personal efficiency, time management and the ability to prioritize competing demands
- Demonstrate and lead the values, initiatives and culture of the organization.
- Able to gauge the pulse of the floor and give valuable insights
- Best practice processes in people management and experienced in employee relations
- Responsible for developing the skills of the department across all levels in the organization
- A trusted confidante on talent issues, able to freely share opinions and expertise.
- Detail oriented, highly motivated & energetic, able to work in a fast-paced environment with challenging deadlines
PROCESS LEADER
FIRSTSOURCE SOLUTIONS LIMITED
Bengaluru
02.2020 - 01.2023
- Responsible for managing own team of 20 agents and also 40 agents within the family/community
- Learned the entire Process within a reasonable Learning Curve and started excelling in both Internal and Client metrics
- Handled a few Process Improvements projects across the floor to help the organization improve efficiency and sales numbers
- Actively involved in recruiting new hires to the Program
ASSOCIATE TEAM LEADER
247.AI
Bengaluru
05.2015 - 02.2020
- Company Overview: 247 CUSTOMER PVT LTD
- Started working as a Customer Service Advisor with consistent Performance month-on month
- Through the internal IJP, developed myself into a Subject Matter Expert by maintaining good Process Knowledge
- Further enhanced my People Skills and completed internal certification programs to move up to the Team Lead role
- Trained around 4 new hire batches with a 100% throughput
- Managed an average team size of 15 as Team Lead with great emphasis on Performance and Efficiency with excellent people management skills
- Also used to manage bottom-performing team members temporarily across the entire floor and help them achieve their set goals
- 247 CUSTOMER PVT LTD
Education
BCOM - FINANCE
SESHADRIPURAM DEGREE COLLEGE
Bengaluru, India05-2015
SSLC -
GULABI GIRLS HIGH SCHOOL
Bengaluru, India04-2010
Skills
Change Management Leadership
Accomplishments
- Developed and enforced standard operating procedures (SOPs), improving compliance and reducing errors
- Awarded "Rookie of the Year" for successfully initiating and leading pilot projects, driving innovation and operational improvements
- Recognized as Employee of the Month for four consecutive months, demonstrating exceptional leadership, operational efficiency, and stakeholder management
- Implemented process improvements that increased productivity, reduced costs, or enhanced service delivery
- Awarded the best Team Leader for Q1 2019
- Successful in transitioning pilot teams across different Platforms
- Completed and Certified in Internal Organizational Development Programs
- Recognised by management for project initiation to streamline the process delivering outstanding results
Timeline
Assistant Department Manager
Technicolor Group
01.2023 - Current
PROCESS LEADER
FIRSTSOURCE SOLUTIONS LIMITED
02.2020 - 01.2023
ASSOCIATE TEAM LEADER
247.AI
05.2015 - 02.2020
BCOM - FINANCE
SESHADRIPURAM DEGREE COLLEGE
SSLC -
GULABI GIRLS HIGH SCHOOL
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