Tharun Dhayaalan
Assistant Manager Operations
Bangalore
Summary
Experienced assistant manager with expertise in compliance, client relations, and team leadership. Proven track record of driving process improvement and enhancing operational efficiency. Committed to maintaining a thorough understanding of company products and services to deliver exceptional customer service.
Overview
14
14
years of professional experience
2
2
Certifications
4
4
Languages
Work History
Assistant Manager - CBS (Complimentary Business Services)
First Advantage Operations Centers of Excellence
04.2022 - Current
- Manage day-to-day operations of a 60 member team across Credentialing, Account Setup, Resident Screening, and Investigative Research teams, with a focus on maintaining Compliance & improving Turnaround Time (TAT).
- Service Level Improvement: Enhance service levels for clients to ensure satisfaction and retention.
- Process Improvement Initiatives: Plan and execute process improvement initiatives to achieve business goals and operational efficiency.
- Reporting: Prepare weekly and monthly reports for process reviews with stakeholders and the senior leadership team, providing insights and recommendations.
- Stakeholder Management: Effectively manage relationships with stakeholders to ensure alignment and address concerns.
- Forecasting and Capacity Planning: Conduct forecasting and capacity planning to ensure business continuity and optimize resources.
- Team Reviews: Conduct weekly reviews with team leaders (TLs) to identify and resolve any process challenges.
- Resolution Handling: Resolve client complaints and enhance the overall client experience.
- Hiring: Participate in the hiring process to build a skilled and effective team.
- Cost Optimization: Implement cost optimization strategies to improve profitability and reduce expenses.
- Cross-Department Collaboration: Collaborate with various departments to ensure smooth operations and effective communication.
Team Leader - Credentialing Group & Investigative Research
First Advantage Operations Centers of Excellence
04.2016 - 04.2022
- Led daily and weekly performance reviews through structured reporting for senior management.
- Coached team members on KPIs, resulting in improved productivity and quality metrics.
- Supported recruitment and onboarding processes to ensure smooth integration of new hires.
- Conducted root cause analyses to resolve operational errors and enhance process efficiency.
- Collaborated with sales and account managers to facilitate seamless client onboarding.
- Facilitated process transitions and maintained accurate, up-to-date SOP documentation.
- Designed L1/L2/L3 workflows to standardize operations and improve resolution times.
- Boosted team morale and engagement through regular team-building activities and recognition programs.
- Monitored shrinkage and implemented staffing strategies aligned with business needs.
- Shared performance scorecards to drive accountability and align team goals.
- Led team huddles and meetings to address challenges and promote continuous improvement.
- Provided career development guidance and constructive feedback to team members.
- Planned shift-wise headcount based on volume trends and operational forecasts.
- Trained and mentored new team members to strengthen overall team capability.
- Maintained effective communication with stakeholders to ensure operational alignment.
- Tracked and resolved customer escalations, identifying process gaps to enhance satisfaction.
Senior Analyst
First Advantage Operations Centers of Excellence
06.2013 - 04.2016
- Responsible to setup client accounts on Enterprise Advantage portal
- Account Maintenance
- Package Configurations
- User Configurations
- Activation & Deactivation of client accounts.
- Package pricing
Technical Support Officer
Convergys
09.2012 - 03.2013
- Working as a Technical Support Officer has given me the opportunity to learn key factors involved with troubleshooting and handling customer queries. Being in a client-based environment I have learnt to handle clients dispute and provide best customer service experience.
- Troubleshooting and resolving customer queries.
- Taking requests for new Orders.
- Billing and package customization.
- Sales.
- Payment Processing.
Customer Service Associate
Firstsource - Bangalore
05.2011 - 05.2012
- Worked as a Customer Service Associate for UK based insurance company. Was responsible for updating policy information for clients.
- Making changes to policy.
- Cancellation of policy.
- Taking claims details and processing it to claims team.
- Setting up a payment plan/ Direct Debit etc.
- Met the SLA month on month.
Education
Bachelor of Commerce -
Dr CV Raman University
04.2001 -
10+2 -
St Ans PU College
04.2001 -
SSLC -
AVM High School
04.2001 -
Skills
- People management
- Performance management
- Stakeholder Management
- Process Improvement
- Innovation/Robotics (RPA)
Accomplishments
- Successfully unified Resident Screening and Public Records to improve compliance levels.
- Completed Recredentialing Audit for 2024
- Migrated Sterling Credentialing Workflow queues to Siebel.
- Facilitated strategic planning to incorporate a centralized account setup team with FA & Sterling resources.
- Overall Favorability score of 88% - April 2025 Pulse Survey
- Global Sanction Search Automation - 2 FTE savings
- Truepic Opt In Wastage reduction project completed ( Approx ~$2000 Cost Avoidance )
Certification
Six Sigma Green Belt
Interests
Travelling
watching movies
Timeline
Six Sigma Green Belt
12-2023
SOAR
12-2023
Assistant Manager - CBS (Complimentary Business Services)
First Advantage Operations Centers of Excellence
04.2022 - Current
Team Leader - Credentialing Group & Investigative Research
First Advantage Operations Centers of Excellence
04.2016 - 04.2022
Senior Analyst
First Advantage Operations Centers of Excellence
06.2013 - 04.2016
Technical Support Officer
Convergys
09.2012 - 03.2013
Customer Service Associate
Firstsource - Bangalore
05.2011 - 05.2012
Bachelor of Commerce -
Dr CV Raman University
04.2001 -
10+2 -
St Ans PU College
04.2001 -
SSLC -
AVM High School
04.2001 -
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