Durai Murugan R

Maintain constant communication with Customers and staff to ensure proper operations of the company. Frequent Customer connect and People connect to improve the operations Hygiene. Monitoring overall progress and use of resources, initiating corrective action where necessary. Increase the efficiency of existing processes and procedures to enhance the company’s internal capacity. Track staffing requirements, hiring new employees as needed. Lead, motivate, and support a large team within a time-sensitive and demanding environment. Setting objectives for the team members and ensuring to meet the objectives. Partner with cross-functional teams to improve proprietary tools and systems. Invoice Preparation and submission for all the regions (US, UK, Ireland and India).

Creating multiple dashboards for all the process to evaluate and monitor the performance on a weekly and monthly basis. Co-coordinating with the internal and external stakeholder to execute the process improvement project. Identify the areas of process improvements and implement solutions for process efficiency. Be part of technical discussions and solution; guide the team to make the decisions. Design and Generate reports data visualization and dashboards that support target use /metrics. Act as a Middle management, responsible for communication with the senior management, Stake holders and the Project Managers. Ensuring customer requirements & the quality standards are met as per SOW through rigorous follow up with all stake holders.

Responsible for E2E projects completion and meeting the SLA metrics without hassle. Identify the areas of process improvements and implement solutions for process efficiency. Monitor closely on the timelines of each Projects and act pro-actively foreseen any delay. Ensuring customer requirements & the quality standards are met as per SOW through rigorous follow up with all stake holders. Periodically interact with clients for feedbacks to improve service level. Validating RCA (Root Cause Analysis) for any job failure that could have caused Business /Service disruptions, and providing appropriate action plan. Effective communication to the client on the progress and maintained high level responses to the complaints and resolution. Responsible for Daily, Monthly & Quarterly reporting needs & exceptional handling of ad hoc request.

Conducting team huddles daily on the strategy for the day. Having calls with the client on deliverables. Project kick start and reviewing Project plan for each projects on the line of like Schedule, Allocation of Team members, Timeline agreements with internal and Stake holders, etc. Setting objectives for the team members and ensuring to meet the objectives. Conducting one-on-ones and Providing feedback on the performance of the team members. Identify the improvement opportunity and turns into better efficiency on the daily activities. Arranging developmental skills and capability skills training to the team. Conducting people engagement activities on a monthly basis. Manage quality & compliance for 8 Sub process of FTE size around 50 FTE's. Conduct monthly review with Delivery Managers on process performance and identify potential risk & improvement opportunities in the process. Responsible to drive Quality related projects such SPS, GB and Lean among the teams. Responsible for reviewing the RCA and driving the team implement the action plans.

Handled Inbound and Outbound calls/Emails for the desktop users to resolve their queries. Have been a key contributor during the COPC audit for the process.