Address – Flat #205, Sri Sai Paradise,

Alfa Garden, Ayappa Nagar, KR Puram

Bangalore – 560036
Shyam S
Deputy General Manager – Operations
Contact number - +91 9606569327 ( LEAN, ProDG - Six Sigma GB Certified )

Email ID– imshyam.3024@gmail.com HIGHLIGHTS

ABOUT ME  Site Head - Responsible for handling average span of 2500+ FTEs (Including –
FTE, TL’s, AMs, OMs and Sr. OM’s with 9 Accounts – WFO/WFH
Operations & Management for  Changes brought in organization level, which helped us reducing Client Penalty
Banking Services, Technical Services, - Attendance exception revised for PAN India operations basis of Client
Emergency services, Learning and  Minimize Operations loss within the unit by ensuring all processes and
Development & Transactional procedures are compliant. Ensure implementation of adequate Operations
Quality professional with over 16+ Risk controls to mitigate risks and successful clearance of audits.
years of experience in domains like  Spearheading cost reduction projects, consolidating tasks & eliminating non-
Telecom/Banking/Technical value-added processes implementing staff rationalization projects leading to
Support/ Sales/ Insurance/ multi skilling and Cost reduction
Community Operations  Responsible for P&L Metrics, FTE billing & invoicing
(International clients)  NPS/CSAT improvement program level – Program Level
 GB Metric improvement project yielding annualized BI of $1.3 MN
SKILLS  Did successful transition & set up of a Quality process from Client location to
Genpact Location.
SELF  Received client award for the successful transition of the QA process.
 Setup a concrete QA process in the India Business, direct impact on PnL
INSIGHT & AWARENESS
metrics
INITIATIVE  Designed and developed GTS for Sutherland to track real –time reporting for
COMMUNICATION 2600+ FTEs 4 Geos
BUILDING NETWORKS  Improved Quality for Sales & Customer support to >90% using Quality tools
ADAPTATION
 Improved call center efficiency & conversion of ambulance booking up to 35%
within 30 days.
ATTENTION TO DETAIL
 Vendor Management for HRH Next - Call center governance streamlined for
G1 Health
PEOPLE  Fastest to get six-sigma – Green belt certification in the organization
PERFORMANCE MGMT EXPERIENCE – 14+ Years
INFLUENCE
(Mar’22 – Present)
DIPLOMACY Deputy General Manager – Operations
COACHING/MENTORING Cogent E Services - Bangalore
BUILDING TRUST Responsible for end to end operations, FTE billing & invoice, 1500+ FTE with 9
accounts, ensuring the continuity of delivery through WFH/WFO. Responsible for
timely communication to both internal & external stake holders (Clients/PGMs) on
WORK
business delivery.
BUSINESS ACCUMEN

MULTITASKING (Oct’19 – Jun’20)

STRATEGIC THINKING

RISK TAKING
Manager – Partner Relationship
DATA ANALYTICS
EmpowerM Mobility Solutions - (G1 Health) Hyderabad
Responsible to run the Operations of Ambulance (Emergency Services) & Call Center
Operations for 15 Cities in India. Invoicing, Hiring vendor partners across operational
cities.

(Jul’16 – Sep’19)
Asst. Manager Quality
Genpact, Hyderabad (TN)
Quality lead for managing learning and development & transactional quality for an
global business. The client is world number 1 Social network.
Span – 1200

(Dec’09 – Jul’16)

Sr. Specialist (Lead) – Sutherland Global Services

Chennai, Cochin & Hyderabad
Joined as associate, got promoted to Quality for McAfee, moved to process
improvement team working with top leading clients designing Mini & Macro process.
Moved to WFM & Reporting team – Designed GTS for community operations live for
1200 agents, real-time reporting.
Span - 1200
(Jun’08 – Aug’09)
Sr. Associate – Chennai
Arithma Technologies Pvt. Ltd.

Joined as sales associate, performed consistently as sales topper.

CLIENTS SERVED / TRAINED

OTHER DETAILS