Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Hi, I’m

MADHU NARAYANAN KUTTY

Dubai
MADHU NARAYANAN KUTTY

Summary

Seasoned Operations Manager and talented leader with 22+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.

Overview

22
years of professional experience

Work History

NOV
DUBAI

Operations Manager
01.2019 - Current

Job overview

  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Devised processes to boost long-term business success and increase profit levels.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Developed and maintained relationships with external vendors and suppliers.
  • Analyzed and reported on key performance metrics to senior management.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Increased profit by streamlining operations.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Implemented business strategies, increasing revenue and effectively targeting new markets.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Reported issues to higher management with great detail.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.

Axiom Telecom

Country Service Manager
10.2012 - 12.2018

Job overview

  • Enhanced coverage of high touch - high feel service centers network coverage in KSA from 9 to 26 over the period 2012 to 2014
  • Acknowledged for enhancing customer satisfaction ratings index from 90% to 99% within 1 year and improving customer repair volumes in 2016 by 40% from 2012
  • Successfully reduced staff turnover by 30% in one year by implementing team and morale-building incentive/ training programs
  • Appreciated for driving and implementing the nationalization program to a 100% success within the service department in the 2016 – 2018 period
  • Introduced 7 new authorized service brands to Axiom operations through negotiations and presentations – APPLE / Huawei / HCL / Touchmate / I-life /Lenovo /HTC
  • Chartered improvement of GP% enabling the management to evaluate cost center concept and evolve as a profit center concept
  • Enhanced out of warranty volumes and revenue by 1200+% YoY
  • Managed top-line service revenue of SAR 80 Million with a GP of SAR 10 Million
  • Winner of Best Service center in KSA in an independent evaluation survey conducted by ETHOS
  • Job Profile
  • Spearhead operations of the B2C After Sales service encompassing planning/ implementation of value added services aligned to customer experience & engagement programs across mobility products [Nokia, Blackberry, Samsung, Lenovo, HTC, Ilife, Apple, Sony, LG, Motorola, HTC, Touchmate, HCL, BEE etc...] and for network operators like Mobily, STC and Zain telecom
  • Implement various process improvement initiatives aimed at enhancing customer satisfaction and productivity levels
  • Prepare annual budgets/ forecasts and evaluated monthly performance against budgets across 28+ service locations
  • Groom/ mentor 150+ resources involved in conducting repairs on 160,000+ units per year (12+ brands) across the kingdom
  • Develop and implement strategic VAS for pick and delivery services like Trade-in, 60 seconds Data transfer, enhancing dealer and retail network collections, express repair services (1 hr / 24 hr)

Service City Repair Factory Manager
12.2006 - 10.2012

Job overview

  • Setting up/ implementing CRM and call center as part of Axiom's MVNO project in KSA
  • Established of the Huawei flagship service center in partnership with Huawei in Jeddah
  • Real time CSI dashboard implementation
  • NPS score of 65% achieved since its launch in 2017
  • Mystery shopper implementation with a score of above 87% from an existing 30% in 2012
  • Swap control & inventory optimization
  • Inventory and Claims centralization project
  • Blackberry boutique (D2C) service concept implementation
  • Re-branding of Nokia cares to Axiom Samsung cares
  • Service expansion: opening of 19 new remote service centers
  • Launch of 4 new product/ brand service – APPLE / Touchmate / HCL / Huawei / HTC / Lenovo as part of business development which would double the GP of service in 2015 from 6.8 million to 13 million by 2018
  • Operator handset services for mobily, Zain telecom and STC telecom proposed for partnership
  • 24 hours committed service for Samsung repair service for all channel customers and rewarded CSPs in 2 regions
  • 1 hour service for BEE / FOUR for Retail customers
  • Conversion from cost center concept to profit center concept
  • Launch of incentive programs for Service team
  • Enhancing retail and dealer network collection Implementing SWIFT pickup and delivery process
  • Tender submissions for after sales service for key brands like Apple and Lenovo
  • Bureaucratic pain points reduction projects for process innovations or simplification using VSM techniques / TDR Roll out / RV loss stoppage from 10% to 1% / Repeat reduction from 10% to less than 3%
  • Execution of Service Team's Empowerment framework

United Arab Emirates

Service City Operations Supervisor
12.2005 - 12.2006

Job overview

  • Profile
  • Functioned as management representative in conducting audits/ assessments as well as managing shift operations of Nokia's Regional Repair Factory Operations
  • Involved in setting up of SC culture, 5S, balanced scorecards, CSR, extensive man and performance management initiatives leading to acquisition of global top ratings in service assessments
  • Coordinated process redesign/re-engineering across VSM projects to redefine future state generic processes of Nokia repairs using tools like Lean Six Sigma application projects to reduce TAT, OTIDS for process re-engineering and work time study
  • Conducted training sessions for customers representing Nokia on subjects like Service reporting, Claims management
  • Involved in setting up consultancy projects of Axiom/ Nokia’s repair factories in KSA and India

United Arab Emirates

Service City Process & IT Coordinator
10.2003 - 12.2005

Job overview

  • Profile
  • Involved in tendering, preparing project feasibility leading to acquisition of Service city B2B business by Nokia
  • Anil Mayanat
  • Head of Operations EMEA, Customer Care at HMD Global February 7, 2015, Anil worked with Madhu Narayanan but at different companies
  • Madhu has extensive knowledge about after sales service operations, logistics and Material management; he has been instrumental in setting up regional repair factory and service network for Middle East
  • Was a great experience working with Madhu closely during 2005-2007 when he was Managing Service City
  • Wish you a great success in your career Madhu..

Axiom Telecom Customer Care

09.2002 - 09.2003

Job overview

  • Served walk in customers in a B2C environment for after sales service requirements and data support issues
  • Established SOPs for the service center to set and achieve best in class service standards

Cosmic Soft

05.2002 - 09.2002

Job overview

  • Profile
  • B2B door to door sales and telemarketing of ERP software modules
  • Initiate sales leads and submit proposals

CEDIT

08.2001 - 03.2002

Job overview

  • Hardware and software languages training to college students
  • Marketing and sales of computer hardware and networking solutions

Education

SP Jain (SPJIMR)

MBA from Operations

University Overview

Key Modules Operations Management Financial Management Business Environment Business Strategy Research Methodology Human Resource Management Project Management Marketing Management Micro & Macro Economics

Madras University

Bachelor from Engineering

University Overview

Key Modules Data Structures Programming Languages Software Engineering Neural Networks and AI Management Information systems Control systems / Digital Electronics Resource management Design of Algorithms, Key Modules Data Structures Programming Languages Software Engineering Neural Networks and AI Management Information systems Control systems / Digital Electronics Resource management Design of Algorithms Major Projects

Skills

Operations & Service Managementundefined

Accomplishments

  • Instrumental in accomplishing 98+% on availability, less than 1% on running obsolescence and less than 30 days of stock holding in days
  • Member of the only department to have 17 successful AIMS graduates as agents of change
  • Job profile
  • Led a team of 100+ professionals in rendering B2B repair and training services for Nokia and Vertu across 33+ countries in the MEA region with more than 50+ listed B2C suppliers in the customer base
  • CERTIFICATIONS
  • TPS (Toyota Production System) / AIMS Level 1 & Level 2 certification training
  • EFQM business excellence model trainings and workshop
  • Hay Group Job Evaluation Training
  • Basic Leadership / Management
  • ISO 9001:2000 Lead auditor training
  • Risk assessment and management, TPS (Toyota Production System) / AIMS Level 1 & Level 2 certification training
  • EFQM business excellence model trainings and workshop
  • Hay Group Job Evaluation Training
  • Basic Leadership / Management
  • ISO 9001:2000 Lead auditor training
  • Risk assessment and management

Timeline

Operations Manager

NOV
01.2019 - Current

Country Service Manager

Axiom Telecom
10.2012 - 12.2018

Service City Repair Factory Manager

12.2006 - 10.2012

Service City Operations Supervisor

United Arab Emirates
12.2005 - 12.2006

Service City Process & IT Coordinator

United Arab Emirates
10.2003 - 12.2005

Axiom Telecom Customer Care
09.2002 - 09.2003

Cosmic Soft
05.2002 - 09.2002

CEDIT
08.2001 - 03.2002

SP Jain (SPJIMR)

MBA from Operations
04.2007

Madras University

Bachelor from Engineering
04.2001

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