Vinodh Kumar R
Chennai
Summary
Dynamic leader with over 20 years of experience in Global Shared Services Delivery and Transition Management, specializing in transformation and quality-driven management. Proven expertise in managing Business Process Outsourcing (BPO) operations globally while aligning strategies with organizational goals and prioritizing people, service, and profit. Certified Quality Driven Management expert from the American Society of Quality, complemented by an MBA from Madras University. Strong capabilities in risk management, scope and time management, cost control, and cross-functional stakeholder engagement ensure effective communication and decision-making at senior leadership levels.
Overview
21
21
years of professional experience
2
2
Languages
Work History
Shared Services Manager
FedEx Express International
01.2018 - Current
- Manage 4 different BPOs across the globe, leading transformation and transition of Finance Outsourced Processed.
- Leverage Sales Force, PowerBI for effective and Efficient Process / Delivery Management.
- Align Outsourced Processes Service Levels to Regional Organizational Goals (Europe, APAC, MEISA and US).
- Global Process delivery within Budgeted Target. Transform / Simplify outsourced process and optimize business performance.
- Adapt and Promote QDM methodology
- Discuss, motivate, handhold Team members across the globe on:
- Transformation: Transforming existing outsourced processes by interacting with central IT, P & E, GPO and Regional IT Team on Automation proposals and automation implementation.
- Transition:
- Participate to agree/disagree recommendation from global leadership team to transition processes to BPOs.
- Decide on right strategy to Transition and Transform / Transform and Transition.
- Involve Contracts team, Central / Regional IT, Planning and Engineering Team to initiate the agreed transition strategy.
- Implemented performance metrics and reporting systems that drove accountability and improved service efficiency across departments.
- Led cross-functional teams to streamline operational processes, enhancing service delivery and improving customer satisfaction.
- Managed vendor relationships and negotiated contracts, achieving cost savings while maintaining service quality and reliability.
- Oversaw budget management and resource allocation, optimizing operational costs and supporting strategic business objectives.
- Coordinated process improvement initiatives that reduced turnaround times and elevated overall service performance.
- Developed strong relationships with stakeholders to align shared services with business goals.
- Collaborated with senior leadership to develop strategic plans for shared services expansion.
- Mentored staff members, providing guidance on career development opportunities within the organization.
- Managed cross-functional teams for seamless execution of shared services objectives.
- Led change management initiatives to drive organizational transformation and growth.
- Reduced costs with strategic vendor negotiations and optimizing resource allocation.
- Championed a culture of continuous improvement, promoting open feedback loops among team members to drive ongoing progress towards excellence.
- Spearheaded cost-saving initiatives by identifying areas of inefficiency and developing targeted solutions.
- Ensured regulatory compliance by establishing robust internal controls and audit procedures.
- Established team priorities, maintained schedules and monitored performance.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Operations Manager
FedEx Express
01.2015 - 08.2018
- Manage Express Hub and delivery Stations in Chennai.
- Station budget control – Assign cost target and run a profitable operations.
Process Manager
HCL Technologies Ltd
07.2011 - 01.2012
- Handle 3 Teams with Overall Strength of 62.
- Review Assistant Managers and Team Leaders Performance
- Assess Backlog and feedback AM and TLs towards Zero backlog.
- Focus on KAIZEN – Continuous Improvement.
- People Management – Organizing Skip Level Meetings and Team Outings and Providing a Motivating Environment.
- Cross Train resources between Teams ensuring optimum Utilization of Resources.
- Managing performance metrics on Hourly, daily, weekly and monthly basis
- Ensure Efficiency of the Processes through Deep Dive Analysis on Hidden Factories.
- Closely Monitor PIP and MIPs for the processes.
- Managing Client Relationship.
- Lead Weekly Call with Clients.
- Organize and Present Monthly Reviews with Clients.
Associate Process Manager
HCL Technologies
07.2010 - 06.2011
- Transitioned back office process under utility front (Reading, United Kingdom to Chennai, India)
- Played a Key Role in Process Transition from Recruitment, Onshore Training, Off Shore Knowledge Transfer and Go-Live
- Creating and Implementing the Reporting Structure.
- Planning Operational cost and estimating the revenue generation.
- Maintaining Client – Customer Relationship.
- Increasing the revenue by adopting various strategies.
- Decision Making
- Process Ramp Up
- Handling 2 teams with overall strength of 40 members
- Managing performance metrics on Hourly, daily, weekly and monthly basis
- Managing Operational metrics like SL and client interaction.
- Visualizing / implementing short and long term plans for attainment of process objectives.
- Monitoring end-to-end activities connected with the processes to ensure optimal efficiency.
- Managing revenue generation for the teams
- Systematize the team metrics data including the weekly/monthly stack ranking
- Anticipating, organizing & presenting information for the weekly/monthly reviews.
- Organizing various key metrics data for the analysis purpose in order to improvise the performance
- Devising and implementing effective measures to reduce errors & improve quality.
- Handling the off-shore logistics of any upcoming process.
- Creating and Implementing the Reporting Structure.
- Recruit TLs, Team Members and Sit with Appraisals for TLs.
Team Leader
HCL
01.2007 - 07.2010
- Worked as a Team Leader Operations in HCL for a US Based
- Office Supplier Company. Jan 2007 till Jan 2009.
- Worked for a UK Water Utility Company as a Team Leader From Jan 2009 till Aug 2010.
- Was Leading a Team of 28.
- Review statistical reporting to ensure that transactions are being processed in a timely manner
- Keep track of backlog items, assess reasons for backlog.
- Weekly call with Vendor on Product dispatch to customer.
- Review productivity and quality of individuals within the team.
- An eye for detail and accuracy with a strong customer orientation
- Investigate all major discrepancies that occur as a result of Transaction Operations and give timely feedback to the associates.
- Continuously assess Transaction Operations procedures to ensure that they are as effective as possible
Senior CSE
HCL
03.2005 - 03.2006
- Call End Customers to get the credit card details.
- Call Respective Bank to check the credit limit of the customers for failed transactions and inform customers the same.
- As Inbound Representative (B2B), Greet Inbound call from Citibank Representatives and release hold on transactions due to bad debt.
Education
MBA -
Madras University
Quality Driven Management
Americal Society of Quality
01.2017 - 03.2017
Skills
Organizational transformation
Accomplishments
- Moved the Process from Target Zone to Bonus Zone during 2009 – 2010.
- Achieved 100% TAT within 24 Hours against the Client Target of 95% within 24 Hours.
- Received the Best Team Lead for the Process in 2007 for the best Value Ad.
PERSONAL DETAILS
Date of Birth: 24-Aug-1981 Marital Status: Married Languages Known: Tamil, English & Hindi Passport No: H0016726 I solemnly declare that the fore said details are true to my belief and conscience.
Experience Summary in HCL as a Mentor
- Transaction and Call Quality Monitoring.
- Find out Root cause of the errors and derive action plan to curb the errors.
- Closely Monitor PIP, MIPs and arrange for refresher training, focus on sandwich method of feedback to motive advisors / associates.
- Focused One on One Feedback towards Bottom Performers.
- Facing Quality Audits.
- Active Participation in Repeatability and Reproducibility with Internal Quality Analysts and Client SME
Timeline
Shared Services Manager
FedEx Express International
01.2018 - Current
Quality Driven Management
Americal Society of Quality
01.2017 - 03.2017
Operations Manager
FedEx Express
01.2015 - 08.2018
Process Manager
HCL Technologies Ltd
07.2011 - 01.2012
Associate Process Manager
HCL Technologies
07.2010 - 06.2011
Team Leader
HCL
01.2007 - 07.2010
Senior CSE
HCL
03.2005 - 03.2006
MBA -
Madras University