Mir Ali
Operations/Account Management
Chennai
Summary
Experienced and results-driven Operations Manager with a proven track record of optimizing processes and enhancing productivity in diverse organizational settings. Adept at leading cross-functional teams, implementing strategic initiatives, and fostering a culture of continuous improvement. Skilled in resource allocation, budget management, and risk mitigation to drive operational excellence. Possess strong leadership, communication, and problem-solving abilities to streamline operations and achieve business objectives effectively.
Overview
19
19
years of professional experience
Work History
Associate Operations Manager
RR Donnelley
04.2022 - Current
- Balanced competing priorities within operations, allocating resources and personnel to achieve objectives while maintaining high standards of performance.
- Assisted in budget preparation and financial forecasting, supporting sound fiscal decision-making within the company''s operations department.
- Implemented quality control measures to ensure products met strict industry standards, resulting in fewer returns or complaints from customers.
- Oversaw facility maintenance tasks such as equipment repairs and safety inspections, ensuring a safe and efficient work environment for the entire team.
Client & Project Manager
RR Donnelley
05.2017 - 04.2022
- Handled complete operations for a large pharma account
- Recognizing performance & behavioral problems in the team members and proactively ensuring productivity goes unhampered
- Responsible for the revenue and cost parameters of the team
- Accountable and responsible to ensure all client Service excellent parameters are met on a monthly basis
- Working extensively with the onshore counterparts in identifying new processes and building appropriate project plan to ensure smooth transition of the process.
Manager
Sundaram Business Services
12.2014 - 05.2016
- Handled operations for the PMS account (Portfolio Management Services)
- Working extensively with the onshore counterparts in identifying new processes and building appropriate project plan to ensure smooth transition of the process
- Project Manager for PCMM Level II – collaborated with the HR team in setting up phase1 of the PCMM initiative
- Liaising with the L&D team to successfully setup and run the “Problem Solving Workshop” for all Ops team, as part of the organizations Strategic Initiative.
Area Manager
Groupon India Pvt Ltd
09.2013 - 07.2014
- Built and managed the North American Merchant Service offshore account in Chennai
- Successfully built a robust feedback mechanism to ensure all feedback received are tracked, responded appropriately and the loop is closed out with the merchant
- Produced effective MI reports for the Senior Leadership team to have a clear picture of team progress in terms of utilization, quality and cost effectiveness
- Worked extensively with the onshore counterparts in setting up the QA process, process improvement ideas and macro updating to ensure smooth transition of the process.
Assistant Manager
Ernst and Young
08.2012 - 04.2013
- Monitors workflow to identify bottle necks and takes required corrective and preventive actions
- Effectively handles routine issues, including follow-up, reacting appropriately to unexpected situations, and communicating situations to higher management as needed
- Interacts effectively and coordinates with various service teams in GSS to make sure client deadlines are met
- Primary point of contact for user representatives / stakeholders across the firm to ensure that user needs are met as effectively and efficiently as possible
- Holds regular feedback meetings
- Supports firm brand, understands, implements and strictly adheres to the quality standards and procedures established by the organization
- Pursues and shares best practices within the department and among Creative Services staff.
Assistant Manager
KPMG Global Shared Services
05.2011 - 08.2012
- Develop strong relationships across the business, transforming business specification into operational delivery
- Delivery of monthly operational reports, management information and customer satisfaction data to assist with the continued enhancement and improvement of PGT Services
- Point of contact for user representatives / stakeholders across the firm to ensure that user needs are met as effectively and efficiently as possible
- Holds regular feedback meetings
- Working across the team (on and off shore), establishing strong relationship with resources who will deliver key services
- Take ownership of critical service affecting issues, overseeing the communication and implementation of action plans to aid resolution.
Associate Client Manager
RR Donnelley
01.2010 - 04.2011
- Acting as an important link between the client and the operations team
- Interacting with clients frequently, managing job queues and communicating feedback to the operations team
- Collaborating workflow to ensure maximum utilization of resources
- Assessing, understanding, analyzing the client requirements and ensuring that deadlines are adhered to
- Controlling cost through effective utilization of personnel, materials and equipment
- Recognizing performance & behavioral problems in the team members and proactively ensuring productivity goes unhampered
- Checking/ monitoring absenteeism and shift scheduling
- Conducting performance appraisals for the production staff members
- Playing an important role with the AOAM (Associate Operations Client Manager) to develop an environment that provides opportunities for the team
- Supporting the AOAM to collate operations metrics in relation to productivity, utilization, quality and OTD.
Senior Customer Service Representative
RR Donnelley
04.2007 - 01.2010
Customer Service Associate
RR Donnelley
06.2005 - 04.2007
Education
B.C.A (Bachelor of Computer Applications) -
The New College
ChennaiSkills
Effective Communication
undefinedKey Highlights
- Was the primary contact for a business transition, after being trained at Boston, USA at RR Donnelley
- Was given the opportunity to travel to Sri Lanka to train the newly recruited executives about process and client services at RR Donnelley
- Graduated from a fast-track management program ‘Chrysalis’ and got promoted as Associate Client Manager in January 2010 at RR Donnelley
- Has been successful in winning new clients and brining additional business to the desk from various geographies at KPMG
- Was the Primary point of contact, for the entire Creative Services Group on the development of the new Service delivery tool at E&Y
Timeline
Associate Operations Manager
RR Donnelley
04.2022 - Current
Client & Project Manager
RR Donnelley
05.2017 - 04.2022
Manager
Sundaram Business Services
12.2014 - 05.2016
Area Manager
Groupon India Pvt Ltd
09.2013 - 07.2014
Assistant Manager
Ernst and Young
08.2012 - 04.2013
Assistant Manager
KPMG Global Shared Services
05.2011 - 08.2012
Associate Client Manager
RR Donnelley
01.2010 - 04.2011
Senior Customer Service Representative
RR Donnelley
04.2007 - 01.2010
Customer Service Associate
RR Donnelley
06.2005 - 04.2007
B.C.A (Bachelor of Computer Applications) -
The New College
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