Jayaseelan Thimman

• Integrated working with organizational leadership and board of directors to guide operational strategy.
• Incept & manage an integrated Risk Management Framework that focuses on value added delivery and naturally complying to all the compliance requirements.
• Collaborate with business leaders to establish services and support model, operating procedures, and metrics for various programs with appropriate governance
• Maintain operational health of business by monitoring account receivables, delivery metrics and customer satisfaction index and CX
• Develop and implement new programs to support strategic direction of customer
• Understand various customer business model and proactively create opportunities to drive growth opportunities and fostering innovation that delivers on our customer business goals
• Manage various risks associated with programs by identifying ways to minimize such risks and adjusting program plans accordingly
• Work with Delivery teams and leadership to develop account plans and balanced book of business across client accounts and growth areas
• Work with customers to establish critical goals and other key performance indicators, and aid customers in achieving their goals as well as identifying and/or developing up-sell opportunities
• Work closely with key stakeholders to understand key challenges/requirements and Plan, strategise, implement initiatives aimed at talent recruitment, retention, and resource management with eye towards business growth and profitability
• Skill and competence development: Coach and guide team members at all stages and levels for improvement opportunities with focus on developing well-rounded and high performing team and oversee initial training as well as ongoing learning and certification activities

• Was leading Risk, BCP, BCM and DR function for the Information Systems and services (ISS) division complementing GSC BCM and SCS BCM & DR teams
• Developed and maintained ITSM policy, process, procedures to deliver committed service complying to ISO 20k Service Management and ISO27k Information Security requirements
• Built, Operationalized & Matured IT operations with implementation of an effective model to deliver 24x7 support for incident, change and problem management
• Balance the proposition between innovation, practicality and corporate strategy to ensure value delivery
• Talent engagement: IDP, Up-skilling, cross skilling & horizontalization
• Performance management: Management of organizational Objectives by clearly defining SMART goals at team and individual level. Define scope for every team member, mentor and motivate them to achieve business as well as individual goals.
• Provided strong leadership to enhance team productivity and morale. Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.

• Lead the technology transition team for setting up client ODC’s at various centers of BPO adhering various security and standard requirements. Deliver large scale multiple projects end to end through the lifecycle to the agreed time, quality and cost. Ensuring strict policy on client data, information security & business continuity.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Maintained integrity of each project, focusing on internal consistency and compliance to standards, processes and strategies.
• Business contingency planning, Disaster Recovery tests and analysis.

Formation, Build, Operate, Transform and Transfer of IT services.