Lakshman Manickam Email & Phone Number

Lagos, La, Ng

Lagos, Nigeria

Business Head BPO managing Globacom group business engagements related to Outsourcing. Part of the largest Customer Service Unit of Globacom heading key functions in the Unit.

Nairobi, Kenya

Heading the start-up organization focused on early-stage technology investment on research-driven concepts and innovative ideas from the African Youth. We desire to use African Innovative Solutions to positively impact the African social Eco-system.

Kenya

Empire Digital Ventures has now been acquired by AG Group International. AG Group host a bunch of companies under its umbrella ranging from Technology, Infrastructure Management, Oil & Gas Services, Education, etc. AG Group has ventured in the field of Agri-Business to support farmers in Kenya and help change their lives. As of part of this new change, my role will be to continue managing Empire Digital Ventures along with being the head of Agr-Business for AG Group. Primary role will be to manage Investment and create an Impact in this field by initiating an Innovative end to end eco-system model.

Nairobi, Kenya

Founded & headed the BPO Business Organization to drive growth. Reports to the Group CEO of the Organization. Responsible for Company sales, financials, strategy, growth and implementation.Role entitles - End to End activity managing the business from:- Sales – Order, Revenue & P/L- Business Strategy – Short term & Long term goals- Leadership Management - Service delivery to Customers - Sustainable stabilization of service delivery and - Ongoing continuous improvement.Highlights of the Techno Brain BPO Business Unit:- Business inception in 2009 with one client (max. of 20 seats)- Current business volume – 500 plus seats with sales worth $6 M every year with client spreading across various Domestic & International sectors ranging from BFSI, Telecom, Public and other industry verticals - Business expansion to 7 countries in Africa (majorly East & Southern Africa)- Have been a team player managing multiple functions to reach the desired output of the Board- Unique sales model on “impact sourcing – empowering the needy” and “ITES – social solutions for problem solvency” - Success brought in the concept of BOT Models for the Company earning branding name and high profits on scale- Proven name in the market in a short span. Cross reference can be done with market players, ICT Board, Ministry of Information (P.S), NGO Sector, etc. - Partners with key major BPO players from Asia

Bangalore

Worked as Senior Manager – International Accounts for Infosys BPO, Bangalore. Infosys is second largest Indian Corporate organization in the technology field with Infosys BPO backing up its backend operations. A company which introduced the Flat World concept.- Handled a leading UK Telco on its backed operations from Billing, Disputes & Adjustments, Credit & Refunds and High Level Complaints team. Mixture of voice & non voice processes with a Knowledge Services team which performs R&D on process developments. - Started this team from transitions in Jan ’08 with a staffing strength of 152 billable and currently hold 200 plus billable. - Also was a part of the financial backend office for a US based Telco organization which has acquired 8 different companies in 16 months. Played a major role in integrating their applications & financials.- Put process in place and derived key success parameters, which effectively initiated data collation & implementation knowledge, transfer from other foreign offices.- Handling day-to-day operations of the team.

Bangalore

Worked as Senior Manager – Products for Thomson Financial Corporation, Bangalore. Thomson is one of the leading integrated financial solutions providers in the Corporate in the financial market across the World.- Handing 3 Content Sets reporting to Vice President Operations. All 3 Content Sets hold a total of 9 sub-processes, which cater different financial needs to the Customers. Mixture of voice & non-voice based operation.- Uplifted the team from scratch when joined to greater heights. Improved the scope of the team from 53 to 81 in a year with multiple migrations to India.- Handle both process, which caters to all markets – US, UK, Middle East & Africa.- Put process in place and derived key success parameters, which effectively initiated data collation & implementation knowledge, transfer from other foreign offices.

Bangalore

Worked as Manager – Operations / Quality for IBM GLOBAL SERVICES India Ltd, Bangalore, one of the most upcoming BPO in India for US Clients. - Handled 3 Process controlled by a Senior Operations Manager. All the 3 Process are from the same client, which deals with Corporate Client Support for US Corporate Offices. (Non voiced BPO Process)- Effectively partner with the Client - local support analyst team in US and ensure that targeted goals and objectives are being achieved in the targeted time frame and quality level - Serve as primary contact and coordination person for support / implementation knowledge transfer between client and process.- Provide feedback and contributes to operational support documentation - Monitor and manage project resources, processes and schedules (maintain financial reports / charge card transaction process / pre-load credibility research)- Monitor performance status for each team.

Chennai Area, India

Joined as a Team Leader / promoted to Operations Manager in Vision Health Source (Ind) Pvt Ltd. The job handles Medical Billing and backup maintenance for billed US based Doctors and Hospital.- Process - Insurance Patterns in US, Claim Processing, Transaction Processing. Ability to MIS (Manage Information Systems), conduct effective On-Floor Study Analysis, preparing On-line Question Banks and conduct batches for soft skills / process.- Handling the team, allocating datasets, Quality Control, Client and Account Management, Annual Targets and Life Time Values for the Team process. - I have also handled training batches for the old & new teams in the Process.

Mba, Finance & Marketing

Adjvp, Advance Java Programming

Master'S Degree, Commerce

Bachelor Of Commerce (B.Com.), Commerce & Statistics

Impact – Ep & Pgdcs, Impact – Ep, Pgdcs

Drdbms, Dip In Relational Database Management Systems

Pgdca, Post Grad Dip In Comp. Applications