Vinay Muralidhar
Operations Manager| Program Manager| Scrum Master| ITIL| Six Sigma | Service Delivery | Business Leader
Summary
Perceptive Operations Professional with 17+ years of experience, driving successful business processes for product and services based companies. Dedicated to maximizing impact of key performance metrics to enhance and expand business operations. Known for leveraging both macro and micro-scale analyses to generate holistic images of ongoing business operations for immediate actionability.
Overview
18
18
years of professional experience
8
8
Certifications
Work History
Sr. Business Analyst
VMWare
10.2020 - 10.2022
- Supported leadership team with reporting, analysis, and business presentations to inform divisional strategies.
- Generated business intelligence reports to inform strategic decision-making.
- Guided teams and refined Agile techniques throughout journey and evolution of delivery cycles, establishing documentation framework to support Agile methodology implementation with Waterfall-centric delivery team.
- Collaborated with internal business partners to validate and implement program enhancements.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Performed gap analysis to identify areas of improvement.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Collaborated with stakeholders to define project objectives and criteria.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
Business Operations Manager
Amazon
02.2017 - 11.2018
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Ensuring employees growth & development, setting priority and driving motivation & engagement for employees.
- Monitoring real time service levels and schedule adherence
- Worked in tandem with peers to better understand business process and initiate improvements, helping company achieve goals.
- Serving as a Point of Contact for escalated contact resolution of a supervisory nature or complex problems
- Oversaw day-to-day business operations by fostering deep professional relationships with employees and stakeholders.
- Managing and planning staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other Change/Kaizen initiatives as required
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Working closely with stakeholders for each business to ensure that their expectations are being met & surpassed.
- Spearheaded projects by working with Engineering Teams to translate the insights & requirements into business solutions as well as ensuring tools and systems are continuously enhanced.
- Implemented escalation procedures to effectively handle time-sensitive issues.
- Established & reviewed business scorecards & performance metrics, developed action plans and sharing the same with top management & clients Partner with Program Management, Resource Management, Enablement, Onshore stakeholders and leadership to ensure high quality of delivery standards are maintained along with process hygiene.
- Worked as a SPOC and as an owner for the Advertising Operations Team, being directly accountable for the business goals/performance both from an internal and external stakeholder standpoint.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Managing Partner
Viaan Enterprises Pvt. Ltd
10.2016 - 02.2017
- Acquired and managed clients and retail outlets; set up the entire business operations completely from systems, operational process and so on
- Managed the entire inventory and conducted regular audits on stocks available, stock in market and pending receivables to ensure smooth flow of operations
- Coordinated with Sales Managers from the client's end and Payroll Department to ensure meeting of defined targets Mentored & trained team members effective sales techniques to fine-tune their sales acumen Administered complete P&L and managed profitability of the company
Supervisor - Tech Support
EMC Corporation
06.2015 - 12.2015
- Provided appropriate technical problem support, management, resolution and communication and managed operational results in terms of group and department performance standards/metrics, customer satisfaction and budget/expenses Managed coordination, implementation, administration and execution of technical support programs, communications, projects, products, performance metrics/standards as well as strategic policies and directives for assigned areas Identified issues, provided input and suggested recommendations regarding Technical Support Programs, Tools, Projects, Products, Process, Metrics, Standards and Customers
- Ensured timely escalation of all the issues in accordance with policies and procedures
- Assured appropriate upgrades, product release, trends, practices and cost for technical support programs
- Directed functions for scheduling, work plans, technical direction, staffing, and performance management/development of employees in assigned areas
Associate Manager
Aditya Birla Minacs Worldwide Ltd
05.2004 - 01.2015
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Oversaw training and onboarding process for all newly hired employees within the process.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Mentored team members to enhance professional development and accountability in workplace.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
Senior Operations Manager
One Point One Solutions
02.2020 - 10.2020
- Managed a customer service program with 350 FTEs.
- Provided leadership for continual management and employee training initiatives.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Interacted well with customers to build connections and nurture relationships.
- Reported issues to higher management with great detail.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Assisted in recruiting, hiring and training of team members.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
Education
B.Sc. - Computer Science
Bangalore University
Skills
- Business process management
Business Continuity
Program leadership
Performance monitoring
Team leadership and direction
Policy and procedure improvements
Lean / Six Sigma
Operations management
Data analysis
Forecasting and planning
Operations Analysis
Business Process Mapping
Stakeholder Management
KPI Tracking
Business process improvement
Project Management
Accomplishments
- Organization: Amazon.com
- Project: Period:
- Typeof Project:
- Impact:
- Team Strength: Brief:
- Result:
- Sponsored Product Violating Advertisements Blacklisting
- Jun'18 – Dec'18
- Agile
Certification
Six Sigma Green Belt
Additional Information
Additional Certifications:
ITIL® Foundation
PRINCE2® Practitioner
Certified Scrum Master® (CSM)
COPC® Certified Manager from Quality Assurance of India (QAI)
High Performance Management Techniques (HPMT) - from QAI
Advanced Excel
Bullet Proof Manager from Crestcomm in 2015
Star Leader
Tools Proficient with
Microsoft Excel
Microsoft Word
Microsoft Powerpoint
Tableau
Minitab 6.0
Jira.
Confluence.
Languages
English
Advanced (C1)
Kannada
Advanced (C1)
Hindi
Advanced (C1)
Telugu
Intermediate (B1)
Tamil
Beginner (A1)
Bengali
Elementary (A2)
Interests
Snooker
Chess
Politics
Software
Microsoft Excel (Advanced)
Microsoft Powerpoint
Microsoft Word
MS Project
Minitab 60
Jira
Tableau
Prompt Engineering
Trainings and Certifications
ITIL® Foundation
PRINCE2® Practitioner
Certified Scrum Master® (CSM)
Certified Six Sigma Green Belt Professional (Q AI)
COPC® Certified Manager from Quality Assurance of India (QAI)
High Performance Management Techniques (HPMT) - from QAI
Advanced Excel
Bullet Proof Manager from Crestcomm in 2015
Star Leader
Timeline
Sr. Business Analyst
VMWare
10.2020 - 10.2022
Prince2 Practitioner
06-2020
Senior Operations Manager
One Point One Solutions
02.2020 - 10.2020
Certified Scrum Master
11-2019
ITIL Foundation V3.0
02-2019
Business Operations Manager
Amazon
02.2017 - 11.2018
Managing Partner
Viaan Enterprises Pvt. Ltd
10.2016 - 02.2017
Supervisor - Tech Support
EMC Corporation
06.2015 - 12.2015
Bullet Proof Manager
12-2014
Six Sigma Green Belt
05-2014
COPC Certified Operations Manager
10-2013
HPMT (High Performance Management Techniques)
06-2012
STAR Leader
03-2010
Associate Manager
Aditya Birla Minacs Worldwide Ltd
05.2004 - 01.2015
B.Sc. - Computer Science
Bangalore University
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