MANIKANDAN K
Chennai
Summary
Results-oriented leader with over 10 years of experience applying exceptional planning and problem-solving abilities to enhance business plans and day-to-day activities. Seeking a challenging opportunity with a forward-thinking company where I can leverage my extensive background in Customer Service, Client Management, Account Management, and People Management. Possessing hands-on experience in E-commerce platforms, Application, and Product Support, as well as driving B2B & B2C business improvement initiatives. I am eager to contribute my skills and expertise to increase productivity and enhance the company's reputation.
Overview
13
13
years of professional experience
Work History
Team Lead – Level L5
Merit Data & Technology
Chennai
11.2022 - Current
- Company Overview: Client: Glenigan UK
- Oversee operations to consistently meet and exceed KPIs, fostering a culture of continuous improvement
- Place a high priority on client management, ensuring their needs are met, and required reports are communicated to senior management
- Enforce team compliance with Standard Operating Procedures (SOPs), contributing to operational Efficiency and consistency
- Meticulously maintain compliance documentation to uphold regulatory standards and organizational best practices
- Consistently exceeded targets by providing quality-driven leadership, ensuring deadlines were met with high standards
- Successfully managed a team of 40 FTEs, ensuring efficient performance and alignment with business objectives
- Track, and ensure the team meets key performance indicators, continuously seeking ways to improve performance
- Expert in aligning client needs with project scopes and enabling rapid, effective results
- Build and maintain strong relationships with key stakeholders, ensuring their expectations are understood and met
- Regularly track and assess the team’s internal and external key operational metrics, generating data-driven reports for strategic decision-making
- Collaborated with Quality to create CQIP plans for individuals
- Empowered team growth through mentorship and innovative engagement strategies
- Ensured adherence to company compliance guidelines by reviewing and maintaining compliance documents like SOPs, and SOWs
- As a trusted escalation point, aligned goals with SLAs, resolved conflicts and conducted impactful reviews
- Held regular one-on-one coaching sessions with team members to encourage personal development.
- Client: Glenigan UK
Associate Manager
Sutherland Global Services
Chennai
10.2011 - 11.2022
- Company Overview: Client: Amazon.com
- To oversee the operation and to ensure that all the needs of clients are met
- Lead and develop a team of 30 associates; responsible for the overall direction, coordination, and evaluation of the team
- Fostering collaboration among the team members while maintaining a sharp eye for detail
- Dedicated to building strong working relationships and ensuring accuracy in all tasks
- Ensures SLAs and KPIs are continually reviewed and expectations are met with optimum levels of quality and service delivery
- Maintaining good attrition and shrinkage %
- Attending client calls bi-weekly to discuss site performance & other key deliverable areas
- Building and maintaining effective internal and external stakeholder relationships
- Identify and eliminate barriers in delivering WOW Customer Experience through a Continuous improvement framework
- Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved
- Regular coaching, developing a culture where training and development are part of the team, and working with trainers to ensure the skills and knowledge are developed effectively
- Preparing performance reports by analyzing the data
- Part of the program's WBR & MBR calls with clients along with QA, Training & FMEA teams
- Client: Amazon.com
- Received Best Team Lead & Associate Manager Awards multiple times
- Primary point of contact (SPOC) for addressing service level issues and reporting root cause analyses (RCAs) to clients regarding any challenges
- Responsible for managing any executive-level customer escalations
- Driven the Customer Obsession Award initiative by compiling, analyzing, and publishing reports from multiple sources, including S3, CSInsights, and Quicksights
Education
B.Tech - IT
Mohamed Sathak Engineering College
Ramanathapuram, TNSkills
- Effective Leadership
- Client management
- Performance management
- Stakeholder engagement
- Resource planning
- Self-Motivated
- Communication & Active Listening
- Decision Making
- Attention to Detail
- Team Member Motivation
- Problem-Solving
- Critical Thinking
Value Adds And Certifications
- I've trained new hire batches to support our trainers during Peak Season.
- Completed and certified with all value-added courses offered by the company with 90% of marks.
- Lead 100 & Team Manager University certified – Internal Sutherland.
- Part of Transform Cohort - Internal Merit.
- Been Part of multiple internal compliance Audits.
Timeline
Team Lead – Level L5
Merit Data & Technology
11.2022 - Current
Associate Manager
Sutherland Global Services
10.2011 - 11.2022
B.Tech - IT
Mohamed Sathak Engineering College
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