Operations Manager
Amazon Research and Development
Total years of experience :20 years, 2 Months
• Ensuring service delivery as per SLAs by managing end-to-end operations; conceptualizing and implementing performance metrics & SLAs for various processes
• Leading teams for successful project implementation while ensuring a high-quality customer experience, elevating customer satisfaction in line with SLAs and work processes
• Monitoring SLAs, ensuring timely closure of priority tickets, handle escalations, implementing & migrating systems to upgraded versions to achieve maximum efficiency in various operations
• Key focus on bottom line profitability by ensuring optimal utilization of available resources
• Improved operational systems, processes and policies. Specifically, support better information flow and management
• Assessing reports to identify trends, facilitating in devising and implementing plans to improve delivery standards and presenting detailed reports to the Management
• Delivered enhanced service by ensuring timely and opportune responsiveness to Stakeholder requests & queries
• Maintaining and gradually improving IT service performance in alignment with HP customers’ business requirements
• Providing the means for HP to consistently perform Service Level Management and therefore remaining aligned with customers’ business through skilled and experienced delivery teams, ITIL-aligned SLM processes, tools and service level performance reporting
• Reviewing with customers’ to examine and approve SL performance reports
• Managing Service Improvement Programs and initiating improvement programs, reactively or proactively based on service level performance
• Standardizing customer-specific service level performance reports which display HP enterprise services performance results
• Directing and providing the teams and clients on services
• Supervising a team of 8 people (5 based out of Bangalore and 3 out of Chennai)
• Prepared Dashboards and handled confidential information which would have immediate negative impact on the company operations or performance if shared beyond its intended audience
• Demonstrated high degree of professionalism, initiative and independence in supporting the COO’s office on a wide variety of complex issues
• Assisted the COO in timely management of all communications, both written and via telephone, e-mail and voice mail with a variety of constituents
• Liaised with the HR, Finance, Technology, Admin etc. for collation of different data for the different reports
• Arranged client presentations, presentations for board meetings and management information
Handled Data for the entire centre
Worked with UK Counterparts
Handled queries regarding UK Insurance policies
Served as a part of the team which setup the first Life Insurance voice business for Bangalore
.