Rajadurai Palanichamy
Director Of Operations
Dubai
Summary
Experienced Director with a strong background in Operations, Business Development, and team building. Proven ability to drive revenue growth and build partnerships. Skilled in developing tactical plans, overseeing personnel, and promoting an engaged work culture. Strong track record of success in start-up ventures and meeting company goals. Adept at adapting to new situations and challenges to enhance the organizational brand.
Overview
17
17
years of professional experience
Work History
Director of Operations
Aclat Star IT Solutions
Dubai
04.2022 - Current
- As Director of Operations, I successfully streamlined the operations of a new office. By implementing cost-saving measures such as reducing waste, streamlining processes, and optimizing technology, I was able to reduce costs and increase the office's revenue by 4%. Through effective leadership and efficient management, I was able to drive a 12% increase in overall revenue while maintaining high standards of quality and customer satisfaction.
- Successfully led a project resulting in a growth of revenue from 8% to 12%. Demonstrated strong leadership skills and project management abilities, leading to the successful delivery of project goals and objectives.
- Reviewing key performance metrics and dashboards to monitor the performance of the operation and identify areas for improvement.
- Collaborating with other department heads and managers to align operations with the overall strategy and goals of the company.
- Communicating with customers and stakeholders to understand their needs and feedback, and ensuring that customer satisfaction is being met.
- Mentoring and coaching team members to help them develop their skills and reach their full potential.
- Developing and implementing processes and procedures to improve operational efficiency and effectiveness.
- Evaluating and managing risks, and developing contingency plans to minimize disruptions to the operations.
- Reviewing and approving budgets, contracts, and resource allocation to ensure the effective use of resources and optimal return on investment.
- Staying informed about industry trends and best practices, and continuously seeking opportunities for innovation and improvement.
- Participating in meetings, presentations, and other initiatives to represent the operations and share insights and recommendations with stakeholders.
- Implementing cost-saving measures such as automating manual processes, reducing waste, and optimizing resource allocation.
- Developing and implementing best practices for workflow management, quality control, and customer service, resulting in improved productivity and customer satisfaction.
- Managing and training a team of operations professionals, ensuring high-quality service delivery and meeting or exceeding SLAs.
- Developing and implementing reporting mechanisms, including dashboards and KPIs, to monitor performance, identify areas for improvement, and track progress.
- Collaborating with cross-functional teams, including finance, marketing, and sales, to ensure alignment of objectives and resources.
- Building strong relationships with vendors and external stakeholders to ensure cost-effective and reliable services.
HEAD OF OPERATIONS - Asst. General Manager
Arabian Automobile Association
Dubai
07.2017 - 04.2022
- Successfully led a team of 45-50 associates and 8+ managers in the Vehicle Recovery and Logistics Operations unit, managing both inbound and outbound operations as well as a chat team
- Oversaw a fleet of 100+ vehicles and fleet operators
- Led all aspects of business operations, including sales, fleet management, and financial activity
- Acted as the primary point of contact for key client contracts, working to develop and refine processes, implement best practices, and meet client expectations
- Utilized my expertise to identify opportunities to improve service effectiveness and optimize expenses while maximizing performance
- Analyzed performance data and developed an action plan to address any issues or trends identified
- Conducted regular reviews of key performance indicators for the operational, sales, and finance teams, and provided reports to top management on performance and forecasts
- Led brainstorming sessions to identify root causes of negative variances in forecasts and developed solutions to address them
- Regularly presented progress updates and performance metrics to leadership teams, including Monthly, Quarterly, and Yearly reports
- Developed a comprehensive strategy and roadmap for an e-commerce website focused on high-end membership programs and personally managed the development and maintenance of the website
- Implemented a customer loyalty program on the B2C site, resulting in a significant increase in revenue for the company
- Managed all aspects of 3PL operations, from onboarding to goal achievement, and worked closely with customer service, IT, and 3PL teams to resolve issues and improve performance
- Coordinated with vendors to ensure smooth operations and optimize loyalty programs
- Acted as a liaison between marketing, customer service, product design, sales teams, and senior management to ensure alignment on company strategy and goals
- Formulated and executed effective e-commerce marketing campaigns that supported the company's overall strategy and budget
- Provided project management support to the marketing team
- Oversaw all aspects of the e-commerce division, including project management, web development, and product development
- Led the development of UI updates and responsive design for a mobile Roadside Assistance App, resulting in a reduction in calls to customer service
- Directed projects for the application user interface, infrastructure, and user interface design for the mobile Roadside Assistance App
- Managed site functionality, site architecture, data flow, user interfaces, and intuitive navigation schemes.
Sr. MANAGER OPERATIONS
EPTA Technical Services LLC
Dubai
10.2015 - 07.2017
- I was responsible for overseeing and directing teams, adhering to the company's core values and leadership principles, and carrying out duties by organizational policies
- My goal is to ensure that the service level agreements (SLAs) outlined in the contract with clients are met, with the support of the operations and training teams
- I have a track record of successfully delivering projects that have a significant impact, by ensuring that transitions are completed effectively, on schedule, and within budget constraints
- Oversee the management, coordination, and direction of teams under my supervision, while adhering to the organization's policies and values
- Ensure that service level agreements (SLAs) are met as per the client contract with the help of the Operations and Training teams
- Successfully delivered improvements and high-impact projects by ensuring timely and budget-compliant transitions
- Managed the budget for all assigned projects, ensuring cost-effectiveness and revenue targets are met
- Implemented improvements that had a tangible impact on the operations, utilizing specialized skills in running large-scale production environments, particularly in contact center environments
- Developed short-term and long-term plans to achieve operational excellence
- Collaborated with project managers to address quality issues and meet customer expectations as per Quality Management System (QMS) standards
- Monitored team performance against established benchmarks, and was responsible for the development and training of team members
- Provided input to the Training and Operations teams to improve their performance and support the growth of the company.
PROGRAM MANAGER
Hinduja Global Solutions
Mumbai
05.2013 - 04.2015
- Oversee the delivery of services with defined Service Level Agreements (SLAs) for leading telecom companies across India, utilizing best practices for Web Chat and Social Media Grievance management
- Implemented a Quality Management System (QMS) in accordance with ISO 9001:2008 standards for customer service and escalation handling
- Developed and implemented yearly/quarterly objectives based on process needs, and ensured they were cascaded to team leads and defined on all levels
- Ensured adherence to standards of performance through which services are maintained, whether operational, administrative, or management activities and staff
- Collaborated with other process leads to identify opportunities for revenue enhancement and growth within existing service lines to meet business objectives
- Managed the sourcing and training function for the Chennai center, with the help of a Training Manager and a Sourcing Lead
- Oversaw vendor management for training and sourcing, and acted as a liaison between external vendors and internal stakeholders
- Implemented an umbrella management function that centralizes and standardizes training and sourcing to provide direction for long-term scalability and consistency
- Worked with center management and the operations team to provide a continuous feedback loop related to desired competencies, requirements, work processes, etc
- Prepared monthly marketing and sourcing plans for the program, and conducted new employee orientations to foster positive attitudes toward company goals.
BRANCH HEAD
Vertex Customer Solutions India Limited
Chennai
02.2010 - 01.2013
- Assumed overall responsibility for the governance of administration, personnel, training, operations, and quality compliance at the site/center
- Managed the workforce and workload forecast, and successfully increased the staff from 250 associates to 750 associates within 6 months
- Identifying areas of concern in the HR recruitment and induction process and implementing effective strategies to increase engagement with new hires, resulting in reduced drop-out rates and early attrition
- Coordinated with internal Corporate Support functions to improve and execute operations
- Planned the revenue budget and allocated it across the process
- Reviewed the center's performance and revenue profitability monthly with the VP & RH
- Provided functional support and direction to managers and support function leaders on customer needs
- Designed various interaction forums for regular understanding of process requirements or updates, and implemented them in operations.
OPERATIONS MANAGER
Firstsource Solutions Limited
Chennai
02.2007 - 01.2010
- Ensure that service delivery meets or exceeds agreed-upon SLAs through the use of effective monitoring and control mechanisms
- Continuously monitor the performance of the process, the resources used their adequacy and efficiency, and optimize their utilization
- Adjust staffing levels for the entire operations team based on call volume and SLA requirements
- Plan resources, including infrastructure and manpower, based on existing processes, expansion plans, and attrition, and develop an action plan in collaboration with the Head of Operations
- Successfully managed the launch of two pilot processes, overseeing the recruitment process and ensuring smooth operation.
FLOOR SUPERVISOR AND CLIENT RELATIONSHIP
WINS Limited
Hyderabad
06.2005 - 01.2007
- Continuously monitor and analyze customer feedback to identify areas of improvement
- And implement necessary changes to enhance the overall customer experience
- Ensure compliance with company policies and procedures as well as industry regulations
- Identify, evaluate and implement new technologies and tools to improve operational efficiency and productivity
- Collaborate with other departments and stakeholders to develop and implement new processes and procedures to improve overall service delivery
- Act as a liaison between the team and other departments to ensure smooth communication and coordination
- Manage and monitor the budget and expenses related to the team's operations, and ensure that they stay within the allocated budget
- Continuously monitor and analyze key performance indicators (KPIs) to measure the team's performance and identify areas for improvement
- Communicate regularly with the leadership team to provide updates on the team's performance and progress
- Stay updated on industry trends and best practices to ensure that the team is utilizing the most effective and efficient methods for service delivery.
Education
Bachelor of Commerce -
University of Madras
Skills
Strategic planning and execution
Process improvements
Budget development
Client account management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Director of Operations
Aclat Star IT Solutions
04.2022 - Current
HEAD OF OPERATIONS - Asst. General Manager
Arabian Automobile Association
07.2017 - 04.2022
Sr. MANAGER OPERATIONS
EPTA Technical Services LLC
10.2015 - 07.2017
PROGRAM MANAGER
Hinduja Global Solutions
05.2013 - 04.2015
BRANCH HEAD
Vertex Customer Solutions India Limited
02.2010 - 01.2013
OPERATIONS MANAGER
Firstsource Solutions Limited
02.2007 - 01.2010
FLOOR SUPERVISOR AND CLIENT RELATIONSHIP
WINS Limited
06.2005 - 01.2007
Bachelor of Commerce -
University of Madras