Srinivas Praneeth
Service Delivery Manager
Hyderabad
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
Delivery Manager
Trysol Global Services
10.2023 - Current
- Managing two projects with 120+ HC and ensuring desired goal is met and ensuring quality and productivity metrics are met
- Managing performance and behavior of analysts through effective 1:1 meetings, coaching, and mentorship
- Accountable for creating a high-performance culture that motivates associates to demonstrate levels of ownership, accountability and vendor advocacy that enable the vision of remarkable client experience
- Implemented performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed
- Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement
- Manages schedules, monitors adherence, time-off planning and attendance in partnership with Workforce Management
- Participates in daily process improvement events to identify and implement process improvement initiatives.
Service Delivery Manager
Cognizant
07.2021 - 06.2022
- Managed 6 interlinked SOWs (Statement of Work – Process) of a reputed Canadian bank by overseeing end to end activities to achieve the agreed goals
- Responsible for Onboarding the new hires and to enable the access within the agreed SLA
- Managed a team of 60+ FTEs (Risk Specialists + CS associates), who are responsible to mitigate financial losses to the bank
- Managing SLAs based on signed SOW – Productivity hours, WHC (Working hour’s coverage), APT (Average Processing Time), Response and Resolution time adherence etc
- SPOC for FMEA (Failure Modes and Effects Analysis) for existing SOW and 2 additional banks
- Created training plan for 4 SOWs in collaboration with Customer and extended training support to Client environment
- In collaboration with PEX (Process Excellence) team, automated 85% of 2 SOWs with a rolling 95% quality for Q1
- Identified opportunity to automate additional SOWs and WIP
- Weekly and monthly connects with Customer (Client) to project Productivity and Quality trends and responsible to make real time amendments to existing SOW with a sign off from leadership
- Responsible for Hiring, HC management, Transition including buffer percentage and client requirements.
Manager 1, Risk Investigations
Amazon.com
11.2019 - 06.2021
- Managed a team named – JITT – Just in Time Translation Language program at Amazon.com
- Managed a team of skilled translators and oversaw the translation process to ensure timely and accurate delivery of high-quality translated content
- Collaborated with internal stakeholders to meet project requirements and maintain excellent communication throughout the translation process
- Managed a team of 45 translators, coordinating their workloads, providing guidance, and fostering professional development
- Collaborated closely with stakeholders to understand their translation needs, project specifications, and delivery expectations
- Utilizing Tableau and SQL to extract data and analyze the data based on the historic metrics and initiate a process improvement approach by collaborating with Business Analytical team
- Established and maintained translation project schedules, allocating resources effectively to meet tight deadlines while maintaining quality standards.
Manager, Virtual Customer Support Operations
Amazon.com
01.2018 - 10.2019
- Pilot Manager for VCS (Virtual Customer Support) team in Indore
- Participated in Onboarding the associates and aligned the Mediums (Phone + Chat + Message Us) based on the skill set
- Launched and managed end to end operations for Message Us medium
- POC for HCU and Shrinkage for entire site
- Introduced a shrinkage model and effectively implemented in 4 VCS sites across India
- SPOC for ‘Parked Rate reduction’ project at site level
- Understanding the Compliance issues with Resolve rate and managed to achieve the target in Q1 2019
- Introducing Quip and Kanban Board to Virtual teams to ease the monitoring and progress of the work done
- POC for MP VCS for Red Hawk management.
Project Manager
TLCFZC
02.2015 - 07.2017
- Ensure that customer support representatives communicate clearly and concisely
- Successfully initiated a virtual team of testers in Philippines, Ivory Coast, Benin, Togo and Tanzania
- Managed end to end operations with stakeholders and effectively signing off on given projects
- Create a high-level process flow along with the scope and timelines for given projects
- Virtually hiring HC from multiple countries and setting up the team by interacting with country heads.
Fraud Squad Investigator
Amazon.com
09.2010 - 12.2014
- Entrusted with a responsibility of performing investigations and solving escalations
- Pilot team member for Fraud-Squad team which works on Modus Operandi and to reduce system errors
- POC for top 10 losses at Amazon
- Provided detailed RCA on the losses each week and ensue the feedback is being delivered to appropriate stakeholder
- Worked as QA for 18 months and initiated a program for repeat outliers and false positive cases.
Education
Bachelor of Science -
IARE
Hyderabad, IndiaSkills
- Team Management
- Operations Management
- Process Improvement
- Performance Management
- Customer Support
- Risk Management
- SLA Management
- Stakeholder Management
- SQL
- Tableau
- Jira
- Kaizen and Kanban
Timeline
Delivery Manager
Trysol Global Services
10.2023 - Current
Service Delivery Manager
Cognizant
07.2021 - 06.2022
Manager 1, Risk Investigations
Amazon.com
11.2019 - 06.2021
Manager, Virtual Customer Support Operations
Amazon.com
01.2018 - 10.2019
Project Manager
TLCFZC
02.2015 - 07.2017
Fraud Squad Investigator
Amazon.com
09.2010 - 12.2014
Bachelor of Science -
IARE
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