بينا Jaikrishnan

As Product Manager for Digital Acceleration and Transformation
Role entails to strategize and build product/program with a vision to drive Digital Transformation and Adoption Programs for a suite of Software Programs/Applications using Agile Framework:-
• Define product backlog transforming customer pain points to user stories in line with roadmap
• Design a governance model to publish and consume Product/Assets/Patterns/Pipelines
• Ascertain and drive adoption program through seamless Change Management
• Periodic review of adoption of the product/program and course-correct the offering
• Define Services Adoption Framework and drive progress
• Workflow Automation minimizing human intervention
• Monitor and drive Continuous improvement in Maturity Level
• Strategizing and Positioning of Scalable Offerings/Solutions in line with business needs
• Evangelize and build self-service portals, management metrics/KPI for a holistic view
• Define roadmap for tools standardization and drive Tools Migration for a bouquet of clients
• Proficiency in suite of tools like RTC, Jira, Zenhub
• Transition and Transformation Management • Product Management • Change Management • Project and Program Management • Business Process Reengineering • Cost Control & Reduction • Process Improvement /Standardization • Operations Management • Client Servicing • Learning and Organizational Development

As Transition Manager (Implementation, Transition, & Account Management) - Client Service Group
Reporting To: Assistant Vice President (Client Service Group)
Role is responsible for seamless on-boarding of new clients; US, UK, & APAC region with end-to-end ownership to transition of digital solutions; SEO, SEM, Reporting, Email, and Ad Operations Solutions. Liaise with pre sales in requirement gathering and map requisite skills; plan recruitment, resource allocation, and manage seamless transition of new clients within defined timeframe.
Monitoring, guide, and drive performance with set KRAs and handle client/on-shore sales escalations as SPOC for 100% compliance with client SOW, being key highlights of the role. Strategically worked towards increasing client satisfaction and effective account management for long-term relationship and to foster same-store growth opportunities. Involved in budgeting and managing cost-efficient operations of implementation function and maximize financial benefits by business expansion during implementation stage
Initiated and instituted the mantra of Customer Advocacy to build reference base and attained an expansion of Client Base with YOY growth of 78% of clients and 45% of resources (FTE) by delivering complex business-critical services

Noteworthy Stretch Projects under Transition:
 Successful implementation of Workflow Management System; by conducting feasibility study, SWOT Analysis to Build or Buy, and identifying the best product suitable for Online Advertising Domain
 Successful implementation of Internal Training Methodology with tailor-made Pedagogy
 Brought Standardization on vital functions of Operations; Process, Quality Process, Transition Process, Feedback mechanism for customers, and internal audits for continual improvement

As Manager Operations (Education Services), Reporting to: Head of Education Services
Objective of the organization is to partner with Government of Karnataka in creating skill enhancement and employable opportunities to the potential candidates across Karnataka.
Role aims to select potential partners for content development of target audience, conduct market survey and choosing suitable marketing collaterals to spread awareness among rural youths, and identify potential employers to provide job opportunity for candidates post-training. Leverage existing infrastructure and ensure ROI is maintained throughout the project scope.

Attainments
 Effectively introduced Employability Skill Enhancement Education courses across Karnataka with placement provided to 75% of trained candidates
 Effectively managed VSAT-based training on IIM / CCNA courses with notable revenue over a period of 6 months.
As Project Manager (Rural Healthcare BPO), Reporting to VP (Rural BPO)
With an intent to leverage existing infrastructure and introduce new courses, we identified opportunities aimed towards bringing in new Business Partners and scaling up employment in the Healthcare domain. Involved identifying potential projects, designing execution partnering with IT Team with requisite technology support, budgeting, and overseeing all aspects of projects be it planning, monitoring and controlling.
Conducted feasibility study on RBPO opportunities through SWOT analysis and developed effective process for candidate selection & employment, liaising with Training Department. Create awareness in identified potential location by means of marketing collaterals.
As Business Development (Healthcare BPO), Reporting to: Vice President
Organization’s focused on business expansion of Healthcare medical documentation, Insurance Claims Processing, Nursing, & Data Entry Projects. Role involved conducting feasibility study on newer RBPO opportunities by assessing optimal ROI and key challenges before making a significant investment. Identifying and developing operational and technological solutions from the company’s portfolio in line with customer requirements.
As Operations Manager (Healthcare BPO), Reporting to General Manager
Involved managing Healthcare Operations for about 110 employees with end-to-end delivery at desired quality levels. Role entailed performance management, monitoring production volumes and making mid-course corrections for any fluctuations and achieve desired productivity, quality, and TAT.
Managed load sharing across teams with cross training to achieve increased productivity. Conducted periodic reviews with client on Actual Vs Forecasted Volume/Quality/TAT to achieve contractual deliverables and review process effectiveness identifying gaps in process functionality. Overseeing transition of new clients to organization, recruitment planning, and resource allocation was part of objectives. Performed Competency mapping and identified training needs aiming towards scaling up business from the existing corporate clients
As Project In-Charge (Healthcare BPO), Reporting to: General Manager
Single Point of Contact for all operational, technical, and commercial aspects of the project. Managing and developing teams to meet the business objectives and comply with quality standards. Building relationship with existing clients, and identifying up-scaling business opportunities

A Healthcare, E-Governance, and Education Organization)

A Healthcare, E-Governance, and Education Organization)