Jay Prabhakaran Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Led a team of 8 Service Delivery Team Leaders overseeing 90 FTEs, ensuring effective management \delivery of services.Conducted Incident Management exercises, fostering a proactive approach to crisis response.Drove regulatory compliance across projects, ensuring adherence to industry standards and regulations.Implemented value stream mapping to eliminate non-value-added processes, optimizing operational efficiency.Monitored and managed desktop support and IT service desk, ensuring seamless IT operations.Took ownership of critical incidents, coordinating with resolution parties, and establishing effective post-incident reviews.Ensured accountability for service delivery performance, meeting and exceeding customer expectations, and driving future demand.Analyzed third-party and internal processes, creating strategies for continuous service delivery optimization.Maintained high-performance levels for service-related processes, implementing improvement activities as necessary.Developed and executed efficient personnel management plans, including hiring, training, and improving departmental coordination andcommunication.Partnering closely with sales and interdepartmental teams to analyse feedback from customers, proactively addressing any concerns toenhance product performance Managed the company's strategic approach to Business Process Continuity (BPC) and continuous improvement.Developed Business Impact Assessments (BIA), business recovery strategies (BRS), and business continuity plans (BCP).Provided timely response to leadership during regional and global crisis events, coordinating engagement and response of crisis managers.Coordinated with vendors and third-party service providers to accomplish BCP-related responsibilities.Conducted BCP tests and exercises preparation activities, ensuring preparedness for potential disruptions.Identified and advised on addressing enterprise-wide single points of dependency risks, coordinating a Business Continuity

Bengaluru, Karnataka, India

Led a team of 5 Team Leaders and 80 Editors in developing capacity plans for efficient project processing for InternationalProduction houses.Developed and implemented the Process Transition Module, streamlining the transition of new projects from InternationalProduction houses and OTT platform hosts.Coordinated and collaborated between customers and operational teams to ensure project requirements were executedeffectively and efficiently.Managed requests and approvals, identifying stakeholders, outlining scope and requirements, defining business justifications,and building effort and timeline.Spearheaded the successful delivery of a White Belt Project, revamping the training modules to enhance team skills andperformance.Implemented the EWS Tracker (Early Warning Sign), enabling effective management and reduction of attrition rates within theorganization.Introduced Road-maps for Team Leaders to facilitate role progression and professional development.

Bengaluru, Karnataka, India

Managed a team of 2 Assistant Team Leaders (ATLs) and 40 Aerial Imagery Technicians engaged in analyzing and producingreports for United States Government Insurance Companies and customers to determine flood damage costs, solar panelplacement, and residential planning.Spearheaded resource and financial planning, implementing Six Sigma projects to optimize efficiency and accuracy.Delivered 4 Kaizen projects aimed at improving efficiency and accuracy in project execution.Redesigned the staffing plan to ensure consistent delivery of reports and meet project timelines.Acted as the IT liaison to implement application changes, manage assets, and optimize seat utilization.Conceptualized the audit structure for the Quality team to evaluate and maintain high-quality standards.AchievementsReduced rework rate from 26% to 18% through process improvements and quality initiatives.Successfully implemented a seat utilization project, resulting in the reduction of 12 seats and cost savings.Developed a revised audit sheet to enhance the evaluation of quality standards, ensuring adherence to best practices.

Bengaluru, Karnataka, India

Managed operations with a diverse team comprising 3 Team Leads, 32 Customer Service agents, 27 Back Office Team members,2 Subject Matter Experts, and 2 Quality Control Analysts, ensuring efficient resolution of customer queries via calls, emails, andchat.Successfully transitioned the chat process to handle queries and provide quicker resolution, enhancing customer satisfaction.Completed a White Belt Project focused on improving Net Promoter Score through customer surveys in Ireland.Designed Key Result Areas (KRA) and Key Performance Indicators (KPIs) to drive performance and increase customer retention.Motivated, supported, and developed staff to adapt to the evolving business environment, fostering a culture of continuouslearning and improvement.Collaborated with HR and Training teams to develop and implement a Talent Management strategy, ensuring the retention andgrowth of top talent.Conducted various weekly engagement activities to promote a positive work culture and enhance employee morale.Ensured compliance with internal policies, external regulations, and information security standards, conducting regular auditsto mitigate risks.Demonstrated expertise in financial and people management, along with adept change management skills.Achieved significant accomplishments including maintaining attrition under 10.5%, increasing headcount by 20 FTEs,improving renewal retention by 17%, and boosting cross-sell revenue by 22% through strategic initiatives.

Bengaluru, Karnataka, India

Assist the Team Leader in supervising and guiding a team of credit control specialists.Provide coaching, mentoring, and support to team members to ensure adherence to policies, procedures, and best practices.Conduct regular performance evaluations and provide constructive feedback to team members to drive continuous improvement.Monitor credit control activities to ensure timely and accurate processing of invoices, payments, and collections.Handle escalated customer inquiries and disputes, resolving issues promptly and maintaining customer satisfaction.

Bengaluru, Karnataka, India

Monitored calls to evaluate quality and compliance, ensuring adherence to standards and regulations.Conducted root cause analysis to identify areas for improvement, compiling error details to create actionable improvementplans.Initiated Brainwave ideas to diagnose process issues and drive innovation for enhanced efficiency.Coached bottom performers to improve their quality scores, implementing tailored development plans.Implemented best practices to support the skill development of new hires, facilitating their integration into the team.Compiled top errors to identify training needs and develop targeted upskilling programs for team members.Conceptualized new audit parameters focused on accuracy improvement, ensuring alignment with quality standards andorganizational goals.

Bengaluru, Karnataka, India

Responded to customer service calls from insurance policy holders in Ireland, addressing queries related to policy changes.Pitched for policy renewals and cross-sold additional products to enhance customer coverage.Handled customer complaints promptly, ensuring effective resolution and addressing any dissatisfaction.Ensured first call resolution by providing comprehensive assistance and resolving queries efficiently.Adhered to quality and compliance standards, maintaining high service levels and regulatory adherence.

Bengaluru, Karnataka, India

Oversaw recruitment processes, sourcing and selecting candidates to meet company staffing needs.Managed staffing requirements based on client demands, ensuring adequate personnel allocation.Addressed employee queries and concerns, escalating issues to the Managing Director as necessary for resolution.Monitored employee behaviour while on duty, addressing any concerns and ensuring adherence to company policies andstandards.

Master Of Business Administration - Mba, Marketing/Marketing Management, General, First Class

Bachelor Of Science - Bs, Electrical And Electronics Engineering, First Class

Activities and Societies: Fun Committee Member. Event Planner, Electronics club member