Setu Prasad Email & Phone Number

Pune, Maharashtra, India

- Heading a growing team (started with 82, now at 86 members and continuously hiring talentedindividuals) working in the capacity of Manager for the Operations and Service Delivery ofCharge-backs – Life Sciences Vertical, Medicaid – Life Sciences Vertical, and Contracts &Rebates – Life Sciences Vertical- Collaborating with Sales Account Representatives, Solutions Engineers, Technical Architectsand customers/ prospects on evaluating customer requirements at a high level to identify thebest Cloud solution for the customers- Performing cost & risk assessments for managed services offerings and evaluating profit & loss- Coordinating across the Managed Services, Support, and Dev Ops Teams to define SLAs andprocesses for supporting Managed Clouds and Managed Services- Providing input into the pre-sales process and acting as a lead on support and service issues,strategy and approach- Developing and growing a new post-sales Service Management function- Cascading business objectives and targets for the team- Reviewing daily priorities and taking appropriate action to ensure results are achieved- Liaising with the internal functions including sales, product management, engineering, networkoperations, provisioning, and other service functions

Pune Area, India

Mumbai Area, India

Operations & Service Delivery (Insurance Vertical)DocumentationTravelled Onsite to document 3 separate sub-process for the insurance verticalSuccessfully created Procedure Document and Process Flows for 45 different proceduresObtained sign-off from the client within the defined timelinesKnowledge Transfer (On-site)Lead the team of 3 associates for the on-shore KT.Defining the reporting parameter and SLAs for the off-shore teamDesigning Quality Parameter for one of the sub-process initially documentedKnowledge Transfer (Off-shore)Leading team on 24 associates for the off-shore KTWorking on the automation and development of tools for seamless work allocation, tracking of AHT and QualityOperations & Service Delivery (Sales and Marketing process - Life Sciences Vertical)Manage a processes involving data analytics & reporting for a leading market research firm, that provides market intelligence, critical information, analysis and services for Pharmaceutical, Healthcare and Medical Device companies.Managing overall Service Delivery for the processes & ensuring SLA Compliance by planning and prioritizing deliveries.Complete delivery and compliance responsibility and ensuring 100% adherence to procedures prescribed by the client.Liaised with the quality team to conduct FMEA analysis for the processes and also prepared RCA and CAPA analysis on a timely basis.Developed tools to track monthly metrics and defects.TransitionTravelled to client location at Parsippany, New Jersey for Knowledge Transfer.Involved from the project start up stage with responsibilities such as hiring team members, base lining metrics, setting up of necessary infrastructure and technology.Handled the entire Knowledge transfer stage from Onsite to Offshore. Also cleared mandatory certification tests prescribed by the client. Handled training up to the Go-Live and Production Hand-Off at the Offshore Location.

(Operations)Leading the sales team both Inbound and Outbound for an internet based faxing process for a client who is amongst America’s 50 fastest growing private companies.Key Performance Areas: Project/ Process Management Lead and manage programs/ processes, developing framework as well as implementing processes in line with the guidelines for improving operational efficiencies.Ensuring client/customer satisfaction through project implementation as well as coordinating with the client with an objective to maintain fruitful relationship and reach business goals. Preparing Updates and Reports on project performance on a daily and monthly basis. Ensure MIS compliance to Client requirements in Project Plans and performance.Raising invoice to the client based on the login hours attributed, collection and sales contributed by Aditya Birla MinacsManage client contact meetings and conference reports as well as obtaining written confirmations & acceptance from client on Process conformity, amendments, innovations etc. Planning targets, monitoring numbers and achievement of overall targets by planning shifts.Conduct Weekly Review with the managers to determine out of control days and people affecting the performance on that day. Formulate an improvement action plan for team members, who are below the defined target for performance and quality parameters. Monthly Program Review (PDM) with team members, covering the entire aspects of team performance to every Performance Metrics. Assess performance of Team members and conduct performance appraisals. Marketing and Sales

Mumbai, Maharashtra, India

Pgdba, Operation Management; Project Management

Studied Project Management

B.Sc, Chemistry

Education record

B.Sc, Chemistry