Saravana Perumal[1]

8/3/2019 Saravana Perumal[1]

1/5

S ARAVANA P ERUMAL2/213, 3 rd Street, Balaji Nagar East,Kallikuppam, Ambattur, Chennai - 600053Contact: +91 [email protected]

Accomplished and integrity-driven professional offering over 8 years of success atnational and international levels in Operations Management and ProjectManagement. Currently associated with Intelenet Global Services Pvt Ltd., Mumbaias Assistant Manager Consulting.

Recognized as a savvy leader with strengths in reengineering business processes,defining continuous improvement processes, evaluate management programs;troubleshoot to isolate the cause (s) of human performance gaps or organizationalneeds. Expert in forecasting workforce requirements, establishing/redesigningorganizations, and influencing/leading the work of individuals and groups in changeinitiatives.

PROFESSIONAL STRENGHTS:

Operations Management Project ManagementCustomer Service

ManagementBanking (Corporate &

Retail) Lean Six Sigma Tools

Implementation & Training Scoping/Documentation Client Orientation

Call Center Management BudgetingResource

Allocation/Scheduling

Job Description & Projects

As Asst. Manager Consulting have been a part of various re-engineeringand Off-shoring Projects both onsite and offsite. Helped provide consultingsolutions, and streamline operations within the Bank at client site for theSecond Largest Bank in Australia.

Built partnership, reviewed current methodologies, encapsulated offshoreassessment, helped build a program plan, drafted, regulated andimplemented the entire transition for the Automobile loans section of theBank.

The job entails Process mapping, Understanding in-country requirements,Identifying best-fit vendors, Building preliminary cost-model, Contractdiscussions with 3rd party vendors, defining Policies & procedures, Collationof market intelligence, Finalization of vendor contracts, City launch plan,

Technology workshop on system integration.

COMPETENCIES

CAREER CONTOUR

Aug08 Present Intelenet Global Services Pvt. Ltd. as Asst. Manager Consulting
mailto:[email protected]:[email protected]


2/5

Analyze business operations to understand strengths and weaknesses andperceived and unperceived needs. Identify improvement opportunities in thethree areas of people, process, and technology.

Perform business process needs assessments, feasibility analyses, andrequirements gathering, and prepare basic cost/benefit analyses.

Accurately prepare written business correspondence that is coherent,grammatically correct, effective and professional and engaging.

Work collaboratively with business resources, IT, and business analysts forthe purpose of needs assessment, work direction, and issue resolution.

Oversee development requirements, and work with steering committees,business owners, and project teams to prioritize activities and estimateresources.

Anticipate client needs before they arise and presents solutions to projectmanagement that encompass issues at hand.

Continually seek opportunities to increase customer satisfaction and deepenclient relationships.

Exhibit an extensive knowledge of emerging industry practices when solvingbusiness problems.

Push creative thinking beyond the boundaries of existing industry practicesand client mindsets.

Job Description

Lead a Team of 120 Customer Support Executives with 8 Team Leadersreporting directly.

Responsible for the migration of two processes with 51 sub processesinvolving account opening, closure and maintenance, regular and 3rd party

payments and stop cheques. Responsible for ensuring that the SLAs are adhered to at all times for all

teams and improve productivity and efficiency of business processes. Responsible for Resource Management / Capacity Utilization, performance

management and appraisals of the team. Responsible for various compliance measures relating to the process and

audits conducted by Client, Intelenet & external organizations anddocumentation of the same.

Responsible for the documentation of the process according to the client andthe internal documentation standards.

COMPETENCIES

Drive operations and planning of all teams ensuring that they continuouslydeliver on quality, speed and accuracy within the agreed upon KPI and SLAframework

Liaise, coordinate and manage relationships with other departments and withthe on-shore operations teams (for balancing transaction volumes, planning).

Develop and execute analytical initiatives. Produce sound recommendationsto improve strategy and increase profitability of the Business Units andensure the achievement of the financial targets for the cost centre.

April07 Aug08 Intelenet Global Services Pvt. Ltd. as Asst. Manager Operations


3/5

Coordinate/ lead regional and global business unit planning teams tomaintain and enhance the current business processes.

Review performance metrics on a regular basis, identifying opportunities forimprovement.

Contribute to priority projects with complex analyses and assists indeveloping recommendations.

Mentors junior-level staff. Recruiting, training and monitoring the performance of team members to

ensure higher efficiency and utilization.

Job Description

Lead a Team of 17 Customer Support Executives. Responsible for the successful migration of the Small Business collections

process involving factoring services, account receivables and reconciliation. The Client is the Second Largest Global Bank in UK.

Process client requests, complaints and concerns on a priority basis Support and monitor day-to-day work processes and meet production, quality

and turn around time. Development and maintenance of Standard Operating Procedures (SOP) and

other documentation to ensure uniformity across teams and processes. Single point of contact for queries relating to account opening, KYC and

reconciliation. Responsible for raising the change control log to document the changes in

the processes in sync with the clients agreement. Scrutinizing the documents per the requirement of KYC & screening against

AML for small business customers and open current accounts to the endcustomers of the client.

Job Description

Handled two individual entities such as Business Sales Specialists and OnlineSales Administrators ( a team of 47) in order to achieve the forecasted

Revenue, Margin and Pen rate. Responsible for achieving the Rev $, Margin and Pen Rate goals with

forecasted Promo Mix through Sales Specialists (Coaches), Administratorsand Sales Reps each week.

Disseminate updates on MORCOM, IT, etc. to the teams. Work on strategic/long term initiative and IDP. Certified Trainer for the clients products and process and trained over 150

sales specialists. Ensure continuous training schedules based on performance scores. Help Team in closing deals over UK 10000.

Feb06 April07 Intelenet Global Services Pvt. Ltd. as Team Leader Operations

Aug03 Feb06 Dell Inc. as Bids & Tenders Manager


4/5

Increased the online sales teams revenue from $2.6 million to $9.3 million ina single quarter hence contributing to 9% of the overall revenue.

Been the best sales specialist for 2 quarters and the best specialty coach for3 quarters during the tenure with the company.

COMPETENCIES

Identifying and networking with prospective clients; generating business fromexisting accounts and achieving profitability and increase sales growth.

Analyze market trends and track competitors activities and provide valuableinput for service enhancement.

Establish Strategic Analysis/tie-ups with channel partners to ensure deepermarket penetration.

Part of the core team to be trained in outbound sales for clients by trainersfrom US.

Rated as the best performer consecutively for 3 months. Ensured that the desired Quality and Production targets are met on daily

basis.

ACCOLADES Been a key member of the team, which masterminded and implemented the

offshore migration of the back office operations of the second largest Bank inAustralia.

Handled the end-to-end migration of operations to offshore location as apart of ahuge transition for a Bank in UK. Involved in documenting the Clients business processes by identifying therequirements and also involved in identifying the system requirements required atoffshore locations for migration. Analyzed, developed and implemented work flows to incorporate quality controlsand reduce errors. Spearheaded two individual entities such as Business Sales Specialists and OnlineSales Administrators in order to achieve the forecasted Revenue, Margin and Pen rate atDell Inc. Increased the online sales teams revenue from $2.6 million to $9.3 million in asingle quarter hence contributing to 9% of the overall revenue.

QULALIFICATIONS: EDUCATIONAL & PROFESSIONAL

Bachelor of Engineering (Mech) : M.S. University

Computer Proficiency : Proficient in MS office tools

TRAINING RECEIVED Hiring Skills

Nov02 Aug03 AVT Infotech Pvt. Ltd. as Customer Support Executive


5/5

Foundations on DELL Leadership Developing Leadership Excellence Train the Trainer Procoach license to coach LEAN & Six Sigma concepts & tools

PERSONAL INFORMATION Born : 7 th October, 1979 Marital Status : Single Nationality : Indian Languages known : English, Tamil, Hindi and Telugu.

Passion : Music, Dance, Cooking & Photography. Passport details : Valid from 21/06/2003 to 20/06/2013

References:

Furnished on request.

Saravana Perumal[1]

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