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Ramesh Sivasankaran

15 Years Of Experience In Operations Management, Client Management, Team Management, Process & People Management, Training & Development
  • Sharjah, Sharjah, United Arab Emirates
  • Team Leadership, Team Management, Client Service
Profile Snapshot
Ramesh is based out of Sharjah & has studied HR-Human Resources, MBA-Master of Business Administration from Year 2010-2012 in SMU-Sikkim Manipal University, Deemed University.
Ramesh Sivasankaran is Skilled in Team Leadership, Team Management, Client Service and other talents.
My Story
With 14+ years of experience in Operations Management, Client Management, Team Management, Training & Development. Last worked with Williams Lea (I) Pvt. Ltd., Hyderabad as an Assistant Manager – Operations. Deftness in handling overall functioning of processes & implementing processes in line with the pre-set guidelines. Proficient in managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.
Professional Path
Assistant Client Manager - Operations
Williams Lea India Pvt Ltd
Full Time Apr-2012 To present (13 years 4 months)
Responsibilities
  • * Act as a single point of contact for the client and a liaison between the client and Williams Lea management. Responsible for smooth functioning of Operations, team management and customer delight
    * Headed and was part of the Global Workflow transition team. Transition involved 5 weeks of training and knowledge transfer from our UK counterparts and implementation
    * Ensure compliance with internal policies and procedures. Drive reward and recognition activity and process improvement activity on the floor
    * Mentor team development and ensure succession planning for key positions. Coordinate performance appraisals and set up objectives at all levels in consensus with Client
    * Assist in defining the right skills set and support recruitment of specialist/lateral skills for operations team in collaboration with HR. Responsible for imparting training to new team members
    * Publish weekly & monthly reports to Clients and the Group Offshoring Committee members.
Assistant Manager - Operations
Williams Lea India Pvt Ltd
Full Time Mar-2010 To Mar-2012 (2 years )
Responsibilities
  • * Credible for carrying out Service Delivery against predefined SLAs/KPIs as agreed with Clients. Periodically reviewed the performance of the team as per the SLAs. Suggested actions to align performance of the team within SLAs
    * Actively engaged with both onshore as well as offshore clients to build long-lasting relationships; being proactive and systematic to avoid client escalations and promptly resolve and/or appropriately channelize any escalations
    * Collaborate with Training team to develop curriculum and training programs to ensure staffing scale-ups, meet milestones agreed with client (both for new hires and experienced staff members)
    * Analyze existing systems and processes to identify gaps and opportunities for cost/quality/process improvements
    * Schedule shifts and rotation to meet capacity commitments and headcount needs per shift
Team Leader - Operations
UBS India Service Centre Pvt Ltd
Full Time Jul-2007 To Feb-2010 (2 years 7 months)
Responsibilities
  • * Responsible for “end to end” smooth functioning of the team; was the first port of call for any work sent from London, Frankfurt, New York and Hong Kong; managed work-flow; plan resources for work-allocation, estimate timelines and guide resources on best approach to complete work
    * Oversee the quality, consistency and accuracy of presentations prior to delivery ensuring maximum effectiveness of presentations made
    * Setting weekly calls with client on issues or escalations and maintaining the client issue log as well as setting weekly meeting with Lead Document Specialists to discuss the ongoing task, Associates performance and issues if escalated (internal or by clients)
    * Ensuring smooth flow of processes between client’s global offices and India Service Centre; mentoring new Associates and assisting them in getting up to required quality and efficiency
Group Leader
Visual Graphics India Pvt Ltd (McKinsey@Company)
Full Time Aug-2005 To Jun-2007 (1 year 10 months)
Responsibilities
  • *Successfully led a group of 35-40 Visual Aids Specialists (VAs) supporting the Midwest Group in U.S. (Chicago, Pittsburgh, Cleveland, Detroit & Minneapolis)
    * Managed all activities pertaining to production including:
    - Organize sufficient shift/roster coverage (including weekend, public holidays)
    - Responsible to maintain high-quality end products within Firm and client guidelines, and under time constraints
    - Establish relationship with counterparts/coordinators and CSTs in overseas offices, e.g., through phone conferences. Work collaboratively within/across group(s) and office
    * Adroitly tracked team members' performance by adopting methods like follow-up & address CSS feedback, monitor deadline statistics in conjunction with Supervisor, regular quality checks (minimum 5 per assessment period) in collaboration with Supervisor, Proofreader & keeping everyone up to date on format/guideline changes
Visual Aids Specialist
Visual Graphics India Pvt Ltd (McKinsey@Company)
Full Time Jan-2002 To Jul-2005 (3 years 6 months)
Responsibilities
  • * Provided high quality visual production support for consulting teams for a Fortune 100 Management Consulting Firm (McKinsey&Company). Edited and proofread consultant documents to ensure clear, concise reports, adhering to Firm standards. Recommended layout and edit format of documents to ensure clear presentation
    * Organized and oversaw production process within strict deadlines. Instrumental in liaising with teams and consultants overseas by telephone, e-mail, Sametime connect, etc. to address issues and queries
Paging Officer
RPG Paging Services Ltd
Part Time Apr-2000 To Dec-2001 (1 year 8 months)
Responsibilities
  • * Took calls from subscribers round-the-clock and transmitting their messages to Pagers
    * Attended to customer queries regarding Pagers. Involved in Telemarketing in the domestic call center department
Qualifications
Master of Business Administration, Human Resources
Sikkim Manipal UniversityDeemed University
2010-2012
Bachelor of Commerce, Networking
National Institute of Information TechnologyDeemed University
1999-2001
Bachelor of Science, Mathematics
Dhanraj Baid Jain CollegeUniversity of Madras
1995-1999
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