Ajith Ravindran

SREEDHARA,
VELLAPARA (P.O),
KONNI
PATHANAMTHITTA Dt.
MOBILE : +91 956 776 4198
E-mail : ravindran.ajith@gmail.com

Objective

To acquire a position in the organization, that would, be responsible for the Management of the
Operational Performance, financial relevance and Identify opportunities and Device Strategies to enhance
value of the organization and client / member experience via support.

Career Overview
 Experienced in Customer Service industry and L&D across various verticals (BPO/KPO - HRSS).
 Fluent in Managing Global Operations.
 Fluent in Managing Global teams and Large Groups.
 Strong Training and people management Skills.
 Strong Analytical skills.
 Excellent Client Handling and Process Development/ Reengineering Skills.

Certifications:

Certified by NASSCOM – CBTL and CBQA, ITIL V3-Foundation Course Trained (Yet to certify)
PMP: Mandatory Training completed.

Over the years have developed multi skills from coursework, extracurricular activities, and my total life
experiences.

Research & Planning

The search for specific knowledge and the ability Human Relations
to conceptualize future needs and solutions for The use of interpersonal skills for resolving
meeting those needs. conflict, relating to and helping people.
1. Forecasting 1. Developing rapport
2. Identifying problems 2. Being Sensitive
3. Conceptualize alternatives. 3. Listening
4. Identifying resources 4. Conveying feelings
5. Gathering information 5. Providing support for others
6. Solving problems 6. Motivating
7. Setting goals 7. Sharing credit
8. Extracting important information 8. Cooperating
9. Defining needs 9. Representing others
10. Analyzing 10. Asserting
11. Developing evaluation strategies

Organization, Management & Leadership

The ability to supervise, direct and guide individuals and groups in the completion of tasks and fulfilment
of goals.
1. Initiating new ideas
2. Handling details
3. Coordinating tasks
4. Managing groups
5. Delegating responsibility
6. Coaching
7. Promoting change
8. Selling ideas or products
9. Decision making with others.
10. Managing conflict
Professional Experience

Zellis HR India Pvt. Ltd – Kochi (Jan 2024 – Till Date)

Operations Manager – Payroll Services.

● To work as part of the support management team to drive the customer experience as a sustainable
source of competitive advantage
● Lead, coach and develop team leaders and premium support shift managers to drive team performance
through proven performance management techniques,to enable the delivery of an efficient and effective
support team
● Drive value add, cost reduction and revenue generation through efficiencies, continuous improvement,
innovation and technology utilisation.
● Level 3 point of escalation for operational issues and follow problems through to resolution so that all
customer issues are resolved on a timely and cost-effective basis
● Under the direction of the Leader Support Services, deploy appropriate operational initiatives to
proactively drive continuous improvement to maximise attainment of team’s KPIs
● Deploy service procedures, policies and recognised support QA standards in order to deliver a
consistently superior customer experience and an efficient support team
● Create a positive and diverse environment whilst ensuring all people-related tasks are completed on a
timely basis
● Keep ahead of industry developments to identify areas of improvement applying best practice
● Keep up to date with latest customer support management practices, identifying appropriate areas of
improvement and implementation
● Establish and maintain strong and effective working relationships with Support colleagues in the UK.
● Responsible for all forecasting and scheduling data to ensure appropriate working patterns in place to
cover premium support extended working hours .
● Ensure the team is managed in line with the budget defined by the Leader of Support Services.
● Ensure that Customer Support is a source of sustained competitive advantage and positively impacts
brand level NPS
● Organisation and resource planning of the team on a quarterly basis Tracking work allocation and
reassigning any overdue tasks
● Monitoring of controls and regular auditing to check for completeness Responsibility for the quality of
service delivered to customers
● Leading a team to achieve a key set of objectives and milestones Monitoring and delivery of SLA’s and
KPI’s
● Attending customer service review meetings Final escalation point for any customer complaints
● Dealing with incidents, providing regular updates to internal and external stakeholders Driving a people
lead culture of development and high performance
● Support and develops colleague to achieve career goals and objectives Monitor and audit the quality of
teamwork, and provide feedback where required
● Ownership of the end to end recruitment cycle Lead by example driving a service focus throughout the
payroll function

CEREDIAN India – Bangalore (Remote Employee) (June 2023 – Oct 2023)

Delivery Manager / Sr. Manager Payroll Implementation APJ.

o Responsible for all Payroll implementations across APJ. Project Sponsor

o Manages project managers assigned in regards to delivery of Implementation.
o Interfaces independently with all functional and business areas/groups affected by the project,
including senior and/or executive management.
o Works closely with Resource Managers to ensure adequate allocation of resources to projects is
being managed.
o Actively involved in the conceptualization of new and strategic ideas
o Recruitment of team members.
o Makes project decisions and recommendations to management about schedules, prioritization,
and resource allocation with input from others as needed.
 o Overall Governance of the projects.
o Team management and team development.

EY GDS India – Kochi (Nov 2021 – June 2023)

Project Manager / Assistant Director (Level 2) GCR Global Payroll Operate.

o Responsible for end-to-end project life cycle for EY Global projects.

o Manages project deliverables, scope, and expectations. Actively communicates and engages
with sponsors, Project Boards, upper management, and executives.
o Actively involved in the conceptualization of new and strategic ideas
o Recruitment of team members, cost estimates, resource plans.
o Makes project decisions and recommendations to management about schedules, prioritization,
and resource allocation with input from others as needed.
o Overall Governance of the projects.
o Team management and team development.

NGA India Pvt. Ltd – Kochi (Jan 2021 – Nov 2021)

Project Manager – Service Readiness (Global).

o Manages the end-to-end project life cycle for NGA projects, ensuring that delivery is in
accordance with budget, timeline and is of the required quality standards to meet client
expectations.
o Manages project deliverables, scope, and expectations. Actively communicates and engages
with sponsors, Project Boards, upper management, and executives.
o Develops and tracks to detailed project plans, including schedules, cost estimates, resource
plans, communication plans, risk mitigation plans and issue resolution plans.
o Makes project decisions and recommendations to management about schedules, prioritization,
and resource allocation with input from others as needed.
o Communicates and reports status to executives and all other stakeholders e.g., Status Reports,
Executive Briefings
o Employs project management best practice methodologies working within a framework that
includes process definition, templates, tools and NGA’s standards.
o Managing the project budget working closely with the finance team to manage and report on
the project financials – including the estimates created during the funding process, the on-going
allocation of financial resources and the regular reporting of the state of the project financials.
o Ensuring C-sat meets the agreed target, taking ownership with the AD, to drive improved
customer satisfaction at both a project and exec level.
o Monitors the project deliverables are within NGA’s standard delivery model and deviations are
identified and reported.
o Driving CR’s through changes to agreed standard/contract, mitigating any commercial risk.
o Working with third party providers to deliver contractual commitments.
o
o To ensure that compliance to NGA standards is adhered to across the projects being delivered.
o To ensure that issues are escalated through the appropriate channels for support in resolution
and to raise senior management awareness.
o To share best practice and key learnings to support continuous improvement.
o To deliver project reporting and maintain systems of information in accordance with NGA
standards.

 KRA’s Prudence:

 Compliance to SR Standards including.

 a. Completion of mandatory training,
b. Time recording and approval,
c. Adoption of NGA standard methodology
d. Quality review and lessons learned process.

 Customer Satisfaction (CSAT) outcomes

 Project Delivery Outcomes (Budget, Timeline, Quality Standards)

NGA India Pvt. Ltd – Kochi (March 2018 – Dec 2020)

Payroll Service Delivery Manager (Global).

o Daily Delivery and Operations of the Payroll Teams across 42 Client country combinations
o Manage the vendors and external stakeholders against delivery of agreed services.
o Strategize the operational efficiency of teams.
o Transitions and Business transformation.
o PO approvals and Invoice approvals
o Work closely with Global teams to standardise and manage processes and client expectations.
o Hosting Delivery review calls and meetings and discuss the performance and the action plans.
o Effectively collaborate day-to-day relationship with management, team leadership and interface
with multiple internal support systems like IT, Training, HR, etc.
o Drive operational metrics, quality, training, communication, and strategic plans.
o People development and management
o Process reengineering and improvement and change management.
o COI Champion - Quality Champion

 KRA’s prudence
o Process Management.:
 Responsible for delivery.
 Effective and efficient delivery of services
 Mange relations (Vendors / Third parties / Stakeholders)

EY India Pvt. Ltd – Kochi (April 2015 – Feb 2018)

Global Strategy and Operations Manager (GI and Strategy)-Sep-2017-Feb 2018 & L&D
Asst.Manager – Apr-2015-Oct 2017

 Profile (Global Strategy and Operations Manager) Sept 2017 – Feb 2018.

o Responsible for the Daily Operations of the GI team. 16 Sectors and BMC
o Manage the Contracts and Payments - vendors and stakeholders.
o Device strategies to enhance the Operational Capability of the GI team.
o Work closely with Global sector teams to standardise and manage reporting and budget
tracking.
o Report the budget vs spend of the 16 sectors.
o Publish and maintain dashboards for top management.
o Work closely with the Global BMC Director to ensure budget for milestone events are spent.

 Profile (L&D) EY India Pvt. Ltd – Kochi – April 2015 to Oct 2017.

o Responsible for the daily Operations of the L&D team.

o Manage the vendors and stakeholders. Budget of 5 Crores INR.
o Device strategies to enhance the Learning Experience and the Operational Capability of the
learning function.
o Work closely with Global teams to standardise and manage learning modules.
o Publish the learning Dashboards and provide management reports on a monthly basis.
o TNI of various functions and sub functions by conducting monthly meetings.
 o Effectively collaborate day-to-day relationship with management, team leadership and interface
with multiple internal support systems like IT, Training, HR, etc.
o Drive operational metrics, quality, training, communication and strategic plans are met as per
business requirements.
o Lead by example to encourage others toward a strong sense of commitment and enthusiasm.
o Provide frequent coaching feedback and offer opportunities for growth and development.
o Help build and development the employee engagement.

 KRA’s prudence
o People Management.:
 Responsible for hiring and resource management.
 Timely roll out of calendar and dashboards
 Report noncompliance
 Escalate absenteeism and drive attendance.

oPerformance Management. :
 Development of Customer Special Processes
 Employee/Organization development.
 Maintain close linkage to internal support teams.
Achievements:
Streamlined the P2P process within the L&D function
Streamlined the Training Calendar release and tracking process.
Streamlined the Reporting and dashboard process.
Managed a total budget of 5 crores.
Led the CMMI level 5 audit certification (L&D)

ACS of India Pvt. Ltd. (Now a XEROX Company) - KOCHI.

Managing a team of HRSS Associates specialised in DB to support US multinationals in administering the

Pension Benefits to their employees.

 January 2012 to April 2015: Sr. Team Leader/ APC / Dy. Manager – Operations.

 Profile
o Responsible for the daily Operations and SLA management- retiree payroll.
o Device strategies to enhance the Operational Capability.
o Work closely with the US Team to resolve issues and to handle client expectations.
o Work closely with the Management and the internal teams to optimize performance and
enhance Participant experience by driving best practices amongst the Team Leaders and
Associates.
o Identify areas of Improvement and development scope for the Associates.
o Effectively collaborate day-to-day relationship with management, team leadership and interface
with multiple internal support systems like IT, Training, HR, etc.
o Ensure that operational metrics, quality, training, communication, and strategic plans are met
as per business requirements.
o Lead by example to encourage others toward a strong sense of commitment and enthusiasm.
o Provide frequent coaching feedback and offer opportunities for growth and development.
o Help build and development the employee engagement.

 KRA’s prudence
o People Management:
 Responsible for hiring and resource management.
 Optimizing resource utilization
 Management and Coaching of team Members.
o Performance Management:
 Development of Customer Special Processes
 Employee/Organization development.
 Maintain close linkage to internal support teams.
Achievements:

Successfully transitioned multiple projects for XEROX

Streamlined DB Connect Project by implementing the Time Tracking System
Created 100% Cross functional Trainings across DB in Kochi

ADP India Pvt. Ltd. (Hyderabad). System Used: SAP, Sure Pay.

Monitoring and Managing the HRSS Service centre for Payroll Service for the UK and Ireland region.
Provide voice support to customers and also through e-mail. Handling 31 clients across the UK and Ireland.

 February 2007 to June 2011: Assistant Manager – Payroll Operations. (Service Delivery and
Client Service)
 Profile
o Ensure focus of the Operational team on key aspects such as External/Internal SLA’s.
o Ensure Best Practice Sharing (Operational methodologies).
o Work closely with client to resolve issues and to handle client expectations.
o Work closely with the Management and the internal teams to optimize performance and
enhance member experience by driving best practices amongst the Team Leaders and Agents.
o Communicate and drive a clear vision and strategy for the teams to achieve business results.
o Effectively collaborate day-to-day relationship with management, team leadership and interface
with multiple internal support systems like IT, Training, HR, etc.
o Ensure that operational metrics, quality, training, communication, and strategic plans are met
as per business requirements.
o Lead by example to encourage others toward a strong sense of commitment and enthusiasm.
o Provide frequent coaching feedback and offer opportunities for growth and development.
o Currently monitoring and managing a team of 35 members in Hyderabad and 15 at Pune
(Remote Team)

 KRA’s prudence
o People Management:
 Responsible for hiring and resource management.
 Optimizing resource utilization
 Management and Coaching of Team Leads and team Members (Completed 8 Appraisal
cycles of direct reportees)
o Performance Management:
 Development of Customer Special Processes
 Employee/Organization development.
 Maintain close linkage to internal support teams.
o Driving the Operational Excellence improvement projects and Quality processes improvement
assignments.
o Achieve operational excellence, Drive recruitment and training, team building, work culture etc.
o Training and up-skilling / multi-skilling of resources.
o Forecasting/Predicting the volume and staffing (with input from delivery managers and internal
Data support teams) and reconciliation afterwards.
 Achievements
o Successfully managed a team and achieved the business targets as per the set SLA’S.
o Team was awarded by Business partner SAP for the excellent collaboration.
o Was awarded the best process showcasing in the company internal AFE competition. Was
awarded the best Team Leader for 2008 and 2009.
o Established a remote team in Pune

Lean project: TAT: Identify the Gaps in the process and device a methodology of shortening the process,
and optimizing results.

Travelled to the UK for a period of 1 month for face to face meetings with the Clients. Also was
actively involved in 2 Black Belt projects with the Clients to Improve the Service delivery.
Nipuna Services Private Limited (Mahindra Satyam BPO) Hyderabad.

 Dec 2004 to Feb 2007.Level- II Associate.

 Profile
o Handle inbound calls from the clients (Insurance Process), Work closely with client to resolve
issues and to handle client expectations.
o Help in process Training by conducting mock call sessions with the new hires and also Work
closely with the internal teams to optimise performance and enhance member experience by
driving best practices amongst the new hires.
o Help in recruitment of new associates.
o Back up for the team leads and provide for adhoc reports.
o Work closely with the WFM Team to ensure that changes in the Schedule are appropriately
communicated.

 Achievements
o Was recognized by the organization as a best performing agent for three Quarters.

Dell International Services Pvt. Ltd). (Bangalore)

 Feb 2002 to Nov 2004 -Resolution Specialist- A5 ( US customer Care)

 Profile
o Responsible to handle calls from Dell customers from the Americas Region.
o Call back Costumers to ensure that the level of service is maintained and also to ensure that the
CSAT is maintained.
o Provide frequent coaching feedback and assist in training the new hires.
o Was the Call back specialist for a Team of 15 agents

MsourcE India Pvt .Ltd. (Bangalore)

 Jun 2000 to Jan 2002-Sr. Customer Care Executive (Financial Process)

 Profile
o To provide support to the US Customers through telephone and E-mails.

 Achievements
o Was awarded the best performing agent for 12 months in a row.
o Was promoted to a Quality Assurance associate.

Education

Bachelors Degree in Commerce

o Kakatiya University (Andhra Pradesh)-Graduated in June 1995

Secondary Education
o BPS&JC (CBSE) Bhadrachalam ( Andhra Pradesh)-Completed in May 1992

Additional Qualification
o Completed three years of CA Article Ship Training - ICAI.( Articles Completed in 1998)

Personal

Date of Birth - May 20, 1974

Marital Status - Married with one child.
Hobbies - Motor Sports and Travelling.

References and Additional Information will be provided on request