Operations Manager
Yalamanchili Software Exports Limited
Total years of experience :17 years, 1 Months
Managing the team consist of 100+ members (Card Operations, Business Operations, Technology Operations, Call Center and Service desk).
Job Profile
• Task Identification
o For the upcoming projects, based on the BRD, Identify the activities under the scope of Operations.
o Assigning priority and sequencing the tasks
o Based on new modules/systems to be included, the scope of activities should be revised
o Escalation Matrix preparation and follow-up
• Internal Audit
o Establish a process with the assistance of the QC team to ensure that the processes are being strictly followed; entries are correctly recorded.
o Manage audits with internal and external appointed auditors on a regular basis
• Data Security Processes
o Ascertain and establish the various operations processes in compliance to PCIDSS and ISO 27001 standards
o At all times maintain and ensure data and information security of the systems within the scope of operations
• Client Interaction
o Interaction with clients on a regular basis and have periodical VOC to understand better on the issues faced by them, pending operational items to be resolved, review meetings and operational procedures to be adopted
• Team Management
o There should be a team to manage the entire gamut of operations on a 24*7 basis
o Maintain sufficient backups/buffer of resources to ensure no disruption of any services provided in a cost-effective and efficient manner
• Training
• Allocation
• Planning and scheduling
• Reviewing
• MIS & Reporting
• Process Building
o To ensure the development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes
o Responsible for process deliverable s as per agreed SLA's and quality.
o Streamlining and automating processes to enhance efficiency
o Documenting and maintaining process manuals, checklists and guidelines.
o Reviewing and improving all processes on a regular basis
Currently managing a team of 50+ Employees with Mangers, AMs and Team leaders to ensure an uptime of 99%
Handling major projects like Mobile banking/IMPS/BILL Pay/Prepaid card/E-wallet/Digi purse/Payment Gateway/Adhaar Enabled Payment System/Pungrain/Bank on Wheels/EKYC
Liaising with the client at the top level management and always maintained a cordial relationship.
Designed the OLA based on the SLA which is operational and used to achieve better SLA.
Developed Standard Operating Procedures for all the products/services.
Brought in a discipline in Change Requests movements in production to improve the uptime
Drove the efforts to maintain annual employee attrition at sub 10% with proactive employee engagement and implementing HR best practices.
Was instrumental in atomizing monitoring scripts which was done manually.
Reduced excess man power by cross training team members in various projects.
Increased the Success % by performing continuous decline analysis across projects.
Implemented JIRA Tool across all teams, which has helped tracking the issues based on severity.
Assigning tasks to associates and coordinating and responding to customer /client issues
Efficiently communicating operations status and issues to all stakeholders.
Evaluated employee and business unit performance; provided feedback and coaching as necessary Coordinated with internal resources to facilitate effective operations; acted as liaison between unit management and personnel to communicate process understanding
Currently managing a team of 50+ Employees with Mangers, AMs and Team leaders to ensure an uptime of 99%
Handling major projects like Mobile banking/IMPS/BILL Pay/Prepaid card/E-wallet/Digi purse/Payment Gateway/Adhaar Enabled Payment System/Pungrain/Bank on Wheels/EKYC
Liaising with the client at the top level management and always maintained a cordial relationship.
Designed the OLA based on the SLA which is operational and used to achieve better SLA.
Developed Standard Operating Procedures for all the products/services.
Brought in a discipline in Change Requests movements in production to improve the uptime
Drove the efforts to maintain annual employee attrition at sub 10% with proactive employee engagement and implementing HR best practices.
Was instrumental in atomizing monitoring scripts which was done manually.
Reduced excess man power by cross training team members in various projects.
Increased the Success % by performing continuous decline analysis across projects.
Implemented JIRA Tool across all teams, which has helped tracking the issues based on severity.
Assigning tasks to associates and coordinating and responding to customer /client issues
Efficiently communicating operations status and issues to all stakeholders.
Evaluated employee and business unit performance; provided feedback and coaching as necessary Coordinated with internal resources to facilitate effective operations; acted as liaison between unit management and personnel to communicate process understanding
1) Schedule adherence of team members and attendance through Time Manager
2) Daily team huddles about performance and to discuss about updates & knowledge transfers, if any
3) Development of shift rosters based on work load forecast from on-site
4) Ensure availability of resources and consumables for smooth functioning of the unit during respective shifts
5) Develop “Transport” schedule as per shift roster
6) Keeping the entire management aware of any challenges affecting workflow. Ex.: Technical issues, group call outs, emergency issues like epidemic, fire, flood etc.,
7) Identify training needs & training program’s and adhere to training task force
8) Assist the Ops Manager in identifying potential manpower/resource shortages and develop improvement plans and execute them along with ops manager
9) Identify non-performers & ensure that improvement actions are initiated to improve their performance
10) Conduct performance assessment of DS, WF at pre-determined frequencies and communicate results to ops manager/Senior Management Team
11) Participate in interviewing of candidates & assist Ops. Manger in short listing candidates for employment
12) Ensure continual improvement activities are performed in accordance with company’s policies
13) Participate in Cross Functional Teams in company-wide/unit-wide improvement opportunities
14) Conduct audits and counseling based on on-site feedback and Shift Management steps with corrective action duly filled
15) Ensure all logs are duly signed and filed. Also, Keeping track of the “Print log” & “Print supply status” and placing the order for “Cartridge” and “Printing Papers”.
16) Passing over the unit spic and span to the next shift manager by shredding of Client critical documents and any unwanted materials lying on the floor
17) Conduct regular BCP drills during lean hours
MBA Systems