Shadrach Premkumar J
Senior Operations Manager - Customer Experience
Chennai
Summary
Dynamic Senior Operations Manager with a proven track record at Opendoor, enhancing customer experience and operational excellence. Skilled in strategic planning and employee coaching, I successfully boosted team productivity and improved customer satisfaction scores. Adept at change management, I drive impactful process improvements that optimize resource allocation and foster a collaborative work culture.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Senior Operations Manager - Customer Experience
Opendoor
Chennai
01.2023 - Current
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Prepared documents for internal and external audits.
- Provided leadership for continual management and employee training initiatives.
- Spearheaded process improvements to reduce errors and increase overall quality in operations management.
- Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
- Managed complex projects from concept to completion, ensuring on-time delivery within budget constraints.
- Championed change management initiatives to facilitate the successful adoption of new technologies or processes within the organization.
- Developed comprehensive risk management plans to mitigate potential threats to organizational stability and growth.
- Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
- Served as a trusted advisor to senior leadership on matters related to operational performance, strategic planning, and organizational development.
- Allocated resources to planned programs according to business objectives.
- Improved operational efficiency by streamlining processes and implementing innovative strategies.
- Reduced costs for increased profitability by optimizing resource allocation and eliminating redundant tasks.
- Optimized costs to contribute to productivity, cost development and proficiency of central fulfillment operations.
- Achieved remarkable improvement in customer satisfaction scores by revamping customer service process to ensure swift and effective resolution of queries.
- Oversaw successful integration of cutting-edge technology into daily operations, enhancing efficiency and productivity.
- Enhanced team productivity with implementation of new project management software, facilitating better communication and project tracking.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Associate Manager
Accenture Services Pvt Ltd
Chennai
01.2012 - 12.2022
- As an Associate manager, my major work focuses on People management, client interaction, Improvement of operation, Smooth functioning of process at Business level, meeting agreed service level agreements, Value addition perspective and Focus on operation excellence.
- Current Client: Origin Energy, Australia (June 2015 -)
- Roles and Responsibilities:
- Traveled to Melbourne, Australia for transitioning one of the big Utilities projects (Origin energy)
- Planning and execution of Project, Seamless operational delivery, SOW drafting, Client value creation and Project pyramid structuring and Client management
- Business Perspective:
- Regular assessment on Headcount levels to ensure maintenance of optimized Headcounts at any time.
- Regular governance on all Business metrics for smooth operations of the team to overdo all the SLA targets.
- Contribution to the leadership team on Head count management, cost optimization and profitability focus.
- To ensure real-time awareness of any level of error caused by any team members and make sure the Team lead proactively shares it to the client with a corrective measure
- People Perspective:
- Ensure extremely low attrition by means of ensuring high levels of staff satisfaction.
- Facilitate various Employee engagement and Staff welfare activities under scheduled budgeted calendars on ‘Fun at work’ and ‘Rewards &Recognition’.
- Periodical administering of the Performance management process for the whole team.
- Counselling ‘Development plans’ and providing appropriate skill development programs, for all the team members.
- Establish an effective and optimized HR replenishment system in place. Drive adequate Employee referrals and ensure regular recruitment practice.
- Value Perspective:
- Administer regular brainstorming sessions among team members and identify opportunities for process improvement and Client savings.
- Drive process improvement ideas by the team members and get the reviewed, validated and implemented into dollar value benefits.
- Ensure the process documents are regularly reviewed, updated and signed off by the clients.
- Ensure the regular operational excellence practices are adhered and corrective mechanisms are practiced.
Team lead
WellPoint healthcare (US)
01.2012 - 01.2015
Process Expert
ATOS Business
01.2010 - 01.2012
Senior Officer
ATOS Business
01.2008 - 01.2009
Officer - Process
ATOS Business
01.2007 - 01.2008
Tech Support
Sutherland Global Services
01.2006 - 01.2007
Education
Master of Science - Software Engineering
Karunya Institute of Technology
Coimbatore 08.2001 - 04.2006
Skills
Operations management
KPI tracking
Employee coaching
Organizational Leadership
Operational Excellence
Business Process Development
Recruiting
Customer Experience Management
Project Management
Change Management
Service Delivery Management
Cross-functional coordination
Workforce planning
Stakeholder management
Employee engagement
Performance improvement
Hobbies: Sports and Music
Play Football and Bass guitar.
Timeline
Senior Operations Manager - Customer Experience
Opendoor
01.2023 - Current
Associate Manager
Accenture Services Pvt Ltd
01.2012 - 12.2022
Team lead
WellPoint healthcare (US)
01.2012 - 01.2015
Process Expert
ATOS Business
01.2010 - 01.2012
Senior Officer
ATOS Business
01.2008 - 01.2009
Officer - Process
ATOS Business
01.2007 - 01.2008
Tech Support
Sutherland Global Services
01.2006 - 01.2007
Master of Science - Software Engineering
Karunya Institute of Technology
08.2001 - 04.2006
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