Deepak Manoharan Email & Phone Number

Delhi, India

Gurugram, Haryana, India

• Liaise, coordinate and manage relationships with other departments, the onshore operations team• Identify, facilitate, and implement process improvement initiatives to improve efficiency• Handle quality portfolio including identification of Root Cause Analysis and Implementation of Correctiveand Preventive Action• Take part in inter-team process improvement projects• Execute business transformation activities within the team• Develop a productive, profitable, and achievement-oriented working environment for employees• Supervise operations team to ensure operational excellence and excellent customer service• Address operational issues and concerns in a timely fashion• Educate the operations team on best practices, company policies, and service excellence standards.• Develop and maintain operational guidelines for staff• Oversee operational risk and audit activities• Determine staffing requirements, work assignments, and schedules for new projects• Manage team performance and merit distribution• Assist with budgeting and forecasting• Lead a creative presentations team of 25+ FTEs catering to professional services• Drive continual improvement and process changes for better client experience and profitability• Accountable for function’s SLAs and internal KPIs including P&L• Conduct and oversee quality and work audits and ensure that the team is compliant with internal andexternal regulations and procedures• Monitor breaches to ensure smooth functioning in accordance with the pre-set deadlines, procedures,and service standards

Gurugram, Haryana, India

• Participate in calls with the client to understand expectations, provide feedback and reports and resolvequeries or escalations• Cascade changes in regulations and industry practices to the team• Identify and facilitate the development of training Champions/Subject matter experts within the team• Report on team performance, customer feedback, and daily activities• Monitor and manage team’s leave, attrition, attendance breaks• Lead, develop and coach operators, project coordinators, and workflow supervisors• Managing the end-to-end recruitment process right from initial evaluation, screening, and onboarding• Interviews to recruit the right talent and resources and develop employee competency• Maintain headcount, creating RRF based on the trend and volume analysis• Acting as the primary point of contact for escalations; monitoring & ensuring client satisfaction• Leading, mentoring & monitoring the performance of team members to ensure efficiency in the process• Working with the onsite team to structure tools and implement automation

Chennai Area, India

As a Service Delivery Lead, I act as a communication bridge between our consultants and designers, helping to create a great client experience by setting expectations, identifying their needs and assigning the best people in the team to take care of their requests.

Chennai Area, India

I was working very closely with Designers and Clients, and coordinated requests end-to-end considering the available design resources for all locations across the globe. I improve the Client experience through conveying superb customer service etiquette and with sufficient knowledge of design (e.g. clarifying client instructions, the scope of the request, negotiating deadlines with empathy, etc.).I document all interactions with the Client (expectation setting, negotiations, follow up, etc.) and improve the interaction with the Designers to contribute to the superior quality of design in deliverables to Clients and a smoother workflow of requests.

Chennai Area, India

Visually enhancing existing Powerpoint presentations and quite frequently creating new slides with McKinsey’s upgraded and modified Powerpoint software, to all of McKinsey’s consultants around the globe.I used to work for the Design Team to enhance Powerpoint presentations that are error-free and client-ready within the respective deadline that has been agreed upon and meticulously delivering it to the respective consultant. Not only does the quality play an important role but so does time or task management. At times when needed, I would directly reach out to Mckinsey’s Business Analysts or Consultants through email or telephone (VoIP) for any clarifications on certain instructions.

Master Of Business Administration - Mba

Bachelor Of Arts (B.A.), English Literature, First Class

Activities and Societies: NSS Volunteer Department Secretary Cheif Editor of College Magazine and Editorials

Bachelor Of Technology (B.Tech.), Chemical Engineering (Drop-Out)

Xi And Xii, Computer Science, 71.6%

Class Ix And X, 92.6%