THANU SHANKAR
Hyderabad
Summary
17 years of experience in management operations, auditing, WFM, MIS Reporting, and liaising with major clients like Google and Apple. Trained in PMP and Six Sigma, capable of managing teams with 450+ members. Skilled in planning, execution, monitoring, and resource balancing, with the ability to handle multiple functionalities under high pressure environments. Perfect team manager, problem solver, and problem-solver. Managed attrition, monitored SLAs, TATs, project planning, strategic planning, time management, and multitasking. Prepared quality reports for Google product performance measurement. Adherent to operational and delivery standards for quality and security.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Deputy General Manager & Site Lead
Cognizant Technologies
Hyderabad
06.2022 - Current
- Responsible for process implementation and meeting Google requirements
- Managing the PnL.
- Schedule Plan and execute within time and budget with high quality
- Delegate authority and responsibility to team with supervision, accountability and review
- Identify new strategy that will support the client needs and helps the organization
- Maintaining and improving mechanisms for betterment of organization including surveying and measuring the operations, process, outcomes and profitability
- Initiate recruitment, training
- Set action and targets, appraise and manage performance, development, coaching to all teams to ensure requirements are met
- Ensuring support to business applications implemented within the constraints of time & quality to meet the agreed Service Level Agreements
- Support the business groups during audits & inspections by regulatory bodies
- Providing guidance and counseling support on escalations and conflicts.
Service Delivery Manager
Cognizant Technologies
Hyderabad
06.2018 - 06.2022
- Analyze historical data and trends to forecast future workload and staffing needs
- Develop and maintain employee schedules that meet business requirements
- Consider factors such as employee availability, skills, and preferences when creating schedules
- Monitor real-time data on workforce performance and call volumes
- Make adjustments to schedules on-the-fly to address immediate staffing needs
- Assess the organization's overall capacity to handle workloads
- Analyze trends and make recommendations for adjusting staffing levels or processes to meet capacity requirements
- Ensure that employees are adequately trained to perform their roles effectively
- Collaborate with managers to identify training needs and gaps in skills
- Generate regular reports on key performance indicators (KPIs) related to workforce management
- Analyze and interpret data to provide insights into workforce efficiency and effectiveness
- Monitored and lead the process workflow for the client - Google
- Planned and prioritized operational activities to ensure maximum performance with minimum delay
- Coordinated with Technical, Logistics, Finance, HR departments to ensure successful process operations
- Established a supportive environment that allowed employees to grow and provide imaginative solutions to complex client needs
- Formulated strategic objectives for different departments by addressing issues aiming minimum disruption
- Identified quality control issues and offer ways to improve
- Managed escalations, project and administration related conflicts.
Operations Manager & Site Lead
Intelenet Global Services
Hyderabad
01.2012 - 06.2018
- Worked on Maps in Geographic Information System (GIS)
- Involved Artificial Intelligence (AI) projects
- Interacted with clients for Requirement and negotiated the funding contracts for non-funded facilities
- Responsible for timely follow up with customers outstanding amount and assist with budget by prepare accurate aging report
- Overseeing the operational functions involving designing & implementing systems, administration policies & procedures to facilitate internal control towards the accomplishment of organizational goals
- Partnered with workforce management to execute daily staffing plans,
- Managed schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management
- Transited the complete team to Offsite location from Onsite
- Played a key role in liaising the prestigious process of Google called “Panoramio” by maintaining the error rate < 1% against the threshold of < 2%
- Played key role in designing a software “SS Metrics”, which automatically triggers the numbers from servers and also ensure strict adherence to company policies
- Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience
- Initiated some of the performance grading systems for Associates and Leads, SMEs with Appraisals and performance ratings
- Monitored a system related to Crowd Compute based technology
- Tested the projects with the Google interface tool.
Team Leader
Kelly India Pvt Ltd
Hyderabad
07.2008 - 12.2011
- Administered the prestigious Google Tools in Google Customer Care
- Interacted with the Clients on Geo-requirements
- Successfully delivered projects by performing lead activities like - Analyzing performance, Documenting bugs and reports, Monitoring Logistics and facilities, Auditing (Formal & Informal QA activities) and MIS reporting.
- Moderating the maps at different levels in Geographic Information System like Local Geo, IS, IR, RR, SN, HN, HNQC, Meta Local Geo and Street smart Process
- Administering the Weekly PKT (Process Knowledge Tests) and IJP Process including “Dragonfly” and “Photosphere” for Google
Subject Matter Expert
Brigade Corporation Pvt Ltd
Hyderabad
05.2007 - 05.2008
- Managed the end to end workflow in a Semi Voice Process by maintaining an average AHT 800 and providing support on the technical issues
- Documented the End User Manual reports based on the Client and stakeholder interactions related to All in one printer
- Successfully delivered various projects with minimal supervision.
Education
Bachelor of Technology - Computer Science and Information Technology
JNTU
Hyderabad, Telangana05-2007
Skills
- Management Operations
- MIS Reporting
- WFM Manager
- Managing Complaints and Solving Problem
- Hiring
- Target Projections
- Relationship Management
- Auditing
- Liaison and Coordination
- Resource Optimization
- Documentation & Reporting
- Risk Management
- Project Planning
- Professional Development
- Formal Reviews
- Monitoring
- Strategic Planning
- Commercial Awareness
- Human Resources
- Contract Negotiations
- Service Quality Improvement
- Financial Administration
- Process Automation
- Staff Supervision
- Quality Management
- Customer Relationship Management
Educationalcredentials
- MBA – Master of Business Administration in HR.
- BTech – Bachelor of Engineering in Computer Science & Information Technology.
Awards and Recognition
- Director Award 2024
- Director Award 2021
- Awarded as the best employer of the project with a prestigious tag called “Geo Genius”.
- Awarded as "Gem of tools" for designing a Tool, which automatically fetches the data from the production servers to the Google interface tool.
- Best Assistant Manager of the year 2015.
Certification
- PMP Trained
- Six Sigma Certified
Languages
English
First Language
Tamil
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Deputy General Manager & Site Lead
Cognizant Technologies
06.2022 - Current
Service Delivery Manager
Cognizant Technologies
06.2018 - 06.2022
Operations Manager & Site Lead
Intelenet Global Services
01.2012 - 06.2018
Team Leader
Kelly India Pvt Ltd
07.2008 - 12.2011
Subject Matter Expert
Brigade Corporation Pvt Ltd
05.2007 - 05.2008
Bachelor of Technology - Computer Science and Information Technology
JNTU
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