Moses Gnanashekaran

G R Moses Gnanashekaran

No 9, Bharathi Street, Shanthi Nagar, Lawspet, Pondicherry

Cell: +91-7418576969 | Email: [email protected]

DOB: 21 Jan 1980 · Nationality: Indian

Profile Summary
A “Performance Driven Professional” with 18+ years’ experience in Operations & Service Delivery, Team management, Client Engagement, New Business & Transitions in the KPO space. Distinction of Planning and Leading Comprehensive Strategies in Support of Business Goals and Objectives. Expertise in steering the execution of Client Processes and Re-Structuring them; Demonstrated success driving growth in targeted customers through implementation of key projects. Energize growth by leading cross-functional teams to bring in record high revenue and profit. Solid leadership skills; able to build and guide top-performing teams. Adept in communicating with Management, Clients and Internal Departments to coordinate overall performance.

Ø  Project Planning & Scheduling

Ø  Research & Analysis

Ø  Budget Preparation/Administration

Ø  New System Design/Development

Ø  Quality Assurance Control/Standards

Ø  Problem Solving & Change Management

Ø  P&L Management & Profit Improvisation

Ø  Staffing & Resource Allocation

Ø  Operations & Process Re-Engineering

Ø  Team Building & Management

Ø  Service Delivery

Ø  Startup & Turnaround Operations

Professional Experience
 

DATAMATICS GLOBAL SERVICES LIMITED

May 2012 to May 2023

SENIOR MANAGER – Operations & Service Delivery, Feb 2017 – May 2023

DATAMATICS GLOBAL SERVICES LIMITED – Pondicherry, India

Key Accomplishments:

•      Successfully spearheaded the massive undertaking of consolidating and integrating the Banking Process Management

•      Managed and oversaw the implementation of the D Connect / iBiz System which provides a stable and streamlined process execution using Robotics

•      Implemented proper audit and control processes, which rectified delays in transaction processing time and improved quality of the service delivery

•              Converted 50% of paper to wire business by maximizing electronic links

Roles & Responsibility:

Ø  Offer leadership and operations expertise across core business and operational development functions

Ø  Direct a team of 550+ across multiple locations including Managers, AM’s and TL’s to support the execution of major contracts with multiple clients

Ø  Implemented systems and processes to improve efficiency and reduce project costs and durations

Ø  Created and implemented a strategic business plan for profitable growth

Ø  Develop business opportunities by sourcing business availability and pricing from existing clients and other contacts

Ø  Increased revenue by 15% with vendor and project negotiations in a competitive domestic market

Ø  Re-engineered organizational policies, procedures and processes with objective to increase revenue by 55%

Ø  Accountable for major contract revenue generation and healthy profit margins

Ø  Communicate and interact effectively with people of diverse cultural backgrounds

Ø  Hold boardroom meetings to inform senior management and executives of global opportunities

Ø  Prepare and present proposals to qualifying companies on business opportunities

Ø  Utilize effective communication and interpersonal skills to address any issues/problems or concerns

Ø  Keep abreast of opportunities in various countries through ongoing communication with contacts

LEAD MANAGER – Operations & Service Delivery, June 2014 – January 2017

DATAMATICS GLOBAL SERVICES LIMITED – Pondicherry, India

Ø  Offer leadership and operations expertise across core business and operational development functions

Ø  Direct a team of 250+ across multiple locations including AM’s and TL’s to support the execution of major contracts with multiple clients

Ø  Drive shift in operations and business strategy by introducing improvements to capture growth for under-performing areas including service deliveries, team performance, revenue generations and profit margins

Ø  Communicate and interact effectively with people of diverse cultural backgrounds

Ø  Utilize effective communication and interpersonal skills to address any issues/problems or concerns

Ø  Keep abreast of opportunities in various countries through ongoing communication with contacts

MANAGER – Operations & Service Delivery, May 2012 – June 2014

DATAMATICS GLOBAL SERVICES LIMITED – Nashik, India

Ø  Head and Lead a team of over 180 members across various shifts and multiple locations ensuring consistency, quality and delivery

Ø  Accountable for the P&L and ensure profit margins are on the upward trend

Ø  Maintain healthy PM%

Ø  Identify Projects in trouble, analyze and ensure that the project is out of trouble in terms of Process & Quality resulting in PM margins turn out to be on the upward trend

Ø  Streamlining work processes, includes handling staffing issues; inter team and intra team staff identification or training issues

Ø  Handle Transition & Migrations related operations and ensure smooth process flow

Ø  Design customized workflow project specific

Ø  Design & Develop applications based on process requirements with the help of the SW team

Ø  Refine and Re-design client processes within the business and the support teams to achieve better goals and profitability

Ø  Devising incentive payout for the team and its leaders based on performance

Ø  Conduct review sessions with the client and management team. Take complete responsibilities of the metrics/action plan and progress

Ø  Interaction with Other Process teams within the support segment and ensure load balancing between resources to ensure a lively Work Life Balance

Ø  Provide clients with a professional and accurate response to their queries and deliver quality service in a timely manner

Ø  Schedule Weekly/Monthly Operational Plans and Organize Resources based on Availability and Requirement to ensure successful delivery

GeBBS HEALTHCARE SOLUTIONS PRIVATE LIMITED – Mumbai, India

ASSISTANT MANAGER, April 2010 – May 2012

Leadership & Management

Ø  Managing 3 Team Leads and their Teams consisting of over 72 members across various shifts ensuring consistency and quality

Ø  Managing the Client Account within GeBBS, Ensuring Delivery targets are met

Ø  Primary Point of Contact between the Client and the Supporting Organization / Third Party Teams

Ø  Refine and Re-design client processes within the business and the support teams to achieve better goals

Ø  Monitor Team Leads and ensuring the reporting teams have met the monthly/ annual targets

Ø  Reduce and Monitor Attrition of Resources and work towards Enhancing the Team Performance

Ø  Setting KRAs for team leads based on Organizational goals

Ø  Monitoring compliance with ISO standards

Ø  Ensure effective utilization of team; devise strategies to ensure all resources are working at the optimum level and productivity targets are met

Ø  Involve in day-to-day client interaction as per the requirement/demand

OMEGA HEALTHCARE SOLUTIONS PRIVATE LIMITED – Bangalore, India

Oct 2005 – Jan 2010

TEAM LEAD, Oct 2006 – Jan 2010

Ø  Managing a team of 42 members and ensuring delivery SLA metrics are met

Ø  Ensuring smooth transition of process from Client to Teams

Ø  Ensure that the Team meets the Periodic targets of Production and Quality across resources is ensured

Ø  Periodic and Random Client Surveys

Ø  Interfacing with the quality team and understanding the sensitive areas, streamlining processes, developing system checkpoints and ensure smooth functioning of the process

Ø  Cross-training within the team to ensure smooth work across regions, time-zones and sub-processes

Ø  Retention of resources, talent management and ensuring healthy mix within the team

Ø  Monitoring the day to day operations management

Ø  Setting up work priorities for resources based on work load and call flows

Ø  Remote and Live Monitoring with Feedback on a periodic and random basis

Ø  Client Interaction on a daily / periodic basis to discuss progress and proposing changes to streamline business processes

Ø  Collation of Internal and Client Reports

Ø  Designing KRA for Junior Team Leads and team members

GROUP COORDINATOR, Oct 2005 – Oct 2006

Ø  Performed the role of an Assistant Team Lead (Group Coordinator)

Ø  Performance Monitoring and ensuring smooth on Floor comfort

Ø  Primary point of contact for New Joinees ensuring the quality and delivery isn’t affected

Ø  Creation of Weekly Reports for Trainees and Schedule Trainings

Ø  Second Level Escalation Calls for sensitive Issues

MEDUSIND SOLUTIONS PRIVATE LIMITED – Chennai, India

Process Executive, Feb 2005 – Oct 2005

Ø  A Team Member taking in charge of production and quality for self

Ø  On Job Training for New Joinees and Buddy Activity organizing within the team

Professional Enhancements
 

Undergone the following trainings:

Ø  Strategic Influencing

Ø  Hiring the Right People

Ø  Lead by Example

Ø  Foundations of Leadership

Ø  Problem Solving & Change Management

Ø  Stress Management

Ø  Working in Teams

Educational Qualifications
 

Master of Business Administration – Finance

Himalayan University

Itanagar, Arunachal Pradesh

B.Sc Computer Science

Annamalai University

Annamalai Nagar, Tamilnadu

Diploma in Automobile Engineering

Nachimuthu Polytechnic

Pollachi, Tamilnadu

Advanced Diploma in Computer Applications

Manipal Institute of Computer Education

Manipal