Email: /M:+97455144825/55984975
Sponsorship Status – Under Husband’s sponsorship – Eligible to work in Qatar
Executive Summary
Sivajyothi is anastute professional with an excellent track record of taking initiatives, being highly innovative and managing tight deadlines with superior performance.She has experience in a wide array of functions at a leadership role. Some of the highlights in her professional career of 11 years are:
●Comprehensive experience in Operations,ClientServicing& Service Delivery,Business Transformation, and Quality assurance in industries like Insurance, Telecom and others.
●Proficient at managing & leading large teams for running successful process operations.
●Proficient in handling multiple projects and efficiently managing the resulting change in the process.
●Successfully reduced substantial cost and increased benefits to the business by introducingnew processes/methods, system enhancement ideas and re-designing existing processes.
Core strengths include:
• Stakeholder Management •People Management skills• Ability to challenge processes and Innovate• Change management•Handling Migrations, Projects transitions• Strong analytical and communication skills
Work Experience1. Prudential Process Management Services(now moved to Capita India Private Ltd) –Team Manager-Operations (Jan 2005 – Dec 2013):
Operations - Workforce Management/ Service Delivery:
●Manage a team of30 Executives and process leaders dealing with 105 processes in New business, servicing & Claims.
●Optimize workflows and associated costs through appropriate resource planning, leave management, utilization,attrition management and Service Level Agreement (SLA) management.
●Conduct process audits to ensure compliance with regulations and quality control.
●Liaise, coordinate and manage relationships with other departments within or across sites and onshore.
●Ensureknowledge and skill set retention for smooth functioning of the team.
●Ensure Business Continuity Plans are monitored and updated on a regular basis.
●Identify and fix any risks to the business and report these on a timely basis.
●Prepare and execute recovery plans in times of crisis.
Performance Management:
●Set SMART goals, objectives and performance standards for self and team.
●Conductperformance appraisalsand create development plansalong with managing underperformance, if any.
●Contribute towards designing, conceptualizing and delivering comprehensive training plans.
●Assist senior management in developing Key Performance Indicators for the process.
●Approve training, budgets and calendars alongside performance management and appraisal metrics.
Transitions/Migrations/Projects:
●Undertake responsibilities such asresource planning, Business Readiness, impact assessment, signing off requirements, process risk analysis, pre and post implementation testing, training and knowledge transition, follow ups during warranty period followed by handover to Operations
●Manage client and stakeholder expectations/feedback/reports with active participation in calls with the client
●Facilitate and implement initiatives for system enhancement and process improvementsto improve efficiency and quality of output.
Planning and MI:
●On-time and accurate reporting of Management Reports, audits and prepare MI reports for the client.
●Planning targets, monitoring numbers and achievement of overall targets on a daily, weekly & monthly basis in adherence to the pre-set standards
●Manage ‘Data Maintenance’ of the team such as productivity tracker, timesheets log, resource profiling, monthly / weekly dashboards etc for efficient functioning of the department
●Conduct Monthly Business Reviews on performance – agentwise, team wise and productwise. Analyse and study these trends to work towards reaching the business goals.
●Preparecompetency matrix and Quality approach summaries – product wise to meet client standards
Business Solutions –Life and pensions:
●Responsible for transition of current client requirements to a new system.
●Act as an offshore support to the IT and the Design team for any advice, concerns and escalations.
●Review and sign off documents on requirements etc.
●Communicate need changes to development team whilst user testing.
●Implement ‘Standard Operating Procedure’ document for Usability Testing to ensure consistency across all client implementations.
2. Accenture Services Private Ltd – Process Expert (Jan 2004 – Dec 2004):
Team Management/ Service Delivery:
●Responsible for handling technical support calls with respect to DSL connections for clients in USA. Job involved technical troubleshooting for broadband connection and customer premise equipment.
●Call Monitoring & Audit
●Feedback & Coaching
●Training & Development
●Floor Management and SME support
3. Reliance Infostreams Ltd – Customer Service Executive (Sept 2002 - Dec 2003):
Customer Services - Service Delivery
●Responsible for processing requests, complaint handling (inbound voice calls) pertaining to company’s product viz, Reliance India Mobile, essentially to meet volume-intensive customer calls and fulfill needs of customers located across India.
Achievements●Successfully migrated 100+ complex processes along with achieving competency from UK and signing off deliverables before the deadline.
●Rewarded and Recognized as a KEY TALENT to the organization in 2012 along with a certificate.
●Certified as an Active Manager – Level 1, by Trinity Horne consulting UK.
●Have received multiple awards in the form of Star of the Quarter – Team Manager, Star of the Quarter – Process leader – twice among 5 teams, Star of the month – Insurance Executive across 90 Executives.
●STT(standard turnaround time) Review and successful implementation after thorough analysis post a new migration leading to an increase in the current STT by 20% and increasing the benefit relatively.
●Provided process streamlining and system enhancement ideasto increase efficiency andqualitywhich resulted in savings of 5 resources in the year 2013.
Educational Qualifications and CertificationsMasters in Commerce – Mumbai University
Bachelors in Commerce – Mumbai University
FPC1- Financial Administration - Chartered Insurance Institute, U.K.
FA-2 Financial Administration (Pensions) - Chartered Insurance Institute, U.K.
Active Manager Programme – Level 1 – Trinity Horne