Rajeswary Subramaniam
Operation & Quality Management, Project Management
Kuala Lumpur
Summary
Dynamic and results-oriented Senior Manager with extensive experience leading large-scale operations, quality management, and digital transformation projects for global technology clients such as Google, TikTok, and Dell Inc. Skilled in managing cross-functional teams across APAC and EMEA, with a proven ability to optimize processes, enhance quality performance, and deliver projects aligned with strategic objectives. Certified in PRINCE2 Agile and ITIL v4 Foundation, combining strong project governance, service management, and process improvement capabilities. Recognized for driving operational excellence, fostering stakeholder collaboration, and leading diverse teams to achieve measurable results in fast-paced, high-performance environments.
Overview
13
13
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Senior Manager Middle Office
Amfunds Management Bhd (Ambank Group Bhd)
12.2024 - 06.2025
- Led the alignment between project sponsors, cross-functional teams, and stakeholders to define the scope, deliverables, resources, work plan, and budget for the FMD Digital Marketplace platform, an investment digital platform for AmFunds.
- Tracked and presented the project milestone, detailed project plan including documentations, approvals, timelines and resources for Phase 1 release.
- Accomplished documentation of Business Impact Analysis (BIA), Management forum, Service Level Agreements (SLA).
- Collaborated with functional teams and Group Technology Risk team to complete Technology Risk Assessment (TRA) documents for Change Advisory Board (CAB) approval for project implementation.
- Coordinated the User Acceptance Test (UAT) with business users to test and obtain feedback for fix and enhancement pre & post deployment.
- Perform backend Aminvest website updates on fund pricelist, announcements and other information.
- Led and completed Asset Tagging for overall Amfunds Management division.
Quality Manager
Genpact Malaysia Sdn Bhd
06.2021 - 02.2024
- Spearheaded end-to-end Quality operations for YouTube Trust & Safety CR1 workflow, establishing a global Quality Analytics team consist of 14 headcounts in KL, 12 headcounts in KRK, and 9 headcounts in LIS.
- Developed the quality framework, escalation matrix, and audit reporting structure.
- Trained the team on analysis methodologies, including Root Cause Analysis (RCA), development of action plans, and preparation of comprehensive quality reports.
- Initiated and led a Green Belt project to improve Quality metrics for the CR1 workflow, conducting deep-dive analyses to identify root causes of errors and implementing targeted action plans that reduced controllable factors, achieving cost savings equivalent to 4.5 FTEs. Implemented Lean ideation initiatives to streamline policy updates and QA reporting processes, resulting in a cost saving of USD 14K.
- Conducted internal audits across KUL, KRK, and LIS to assess quality and identify policy knowledge gaps; partnered with Trainers to deliver focused up-scaling sessions for front-liners.
- Served as the primary point of contact for quality escalations, providing effective and timely solutions.
- Delivered data-driven quality analysis reports for business reviews, providing actionable insights to enhance performance and compliance.
- Empowered QA team members through mentorship and career development programs, strengthening engagement and performance. As Wellness Coach/Coordinator, promoted a holistic well-being culture supporting mental, emotional, and physical health for YouTube and Epic Games projects.
Service Delivery Manager
Majorel Malaysia Sdn Bhd
07.2020 - 02.2021
- Directed the Trust & Safety account for TikTok, leading 312 team members to align business objectives with operational execution, ensuring high performance, consistent quality, and sustainable service delivery.
- Drove effective workforce planning and forecasting to maintain operational efficiency across multiple workflows; optimized budget utilization and performance tracking while providing stakeholders with actionable capacity planning insights.
- Optimized operational workflows and documentation across all business lines, introducing a robust Quality and Training framework that improved efficiency, standardization, and overall service delivery.
- Conducted in-depth operational risk analysis and implemented targeted mitigation plans, successfully improving TTR2 and TTR1 quality metrics from red to green status of 95% targeted SLA.
- Oversaw monthly and quarterly performance assessments, forecasting financial outcomes against set budgets, and prepared detailed capacity planning reports for key stakeholders.
- Drove the implementation of the Tool Crowd Sourcing (TCS) workforce monitoring system to optimize resource utilization and operational efficiency by 10%.
- Led weekly meetings with the Vendor Manager and stakeholders to address operational challenges, streamline processes, and close policy gaps, enhancing workflow efficiency and client satisfaction.
- Collaborated with Global Service Delivery Leads to standardize processes, share site updates, and implement new initiatives that improved operational effectiveness across regions.
- Initiated a Reward & Recognition program to boost team motivation, drive KPI achievement, and foster a culture of healthy competition. Collaborated with the Global People Engagement team to launch the Wellbeing and Resiliency initiative for content moderators in Kuala Lumpur, enhancing employee engagement and mental wellness support.
Portfolio & Delivery Management Associate Manager
Accenture Technology Solutions Sdn Bhd
08.2017 - 07.2020
- Oversaw day-to-day operations and transformation deliverables for Google Trust & Safety workflows (135 headcounts), ensuring service delivery excellence in line with SLA commitments.
- Championed a seamless team expansion and transition across multiple workflows, including Vnext, LPQ, AdWords Accounts, and Google Play Payments.
- Successfully implemented GDPR compliance measures within the Trust & Safety operations, ensuring full alignment with Google’s data protection and storage policies.
- Established and led the Quality Analytics team for the vNext workflow, implementing a structured quality framework, escalation matrix, and RCA methodology that improved issue resolution efficiency and elevated quality scores above SLA targets.
- Developed and rolled out a training framework covering workflow-specific processes (vNext, Accounts, Payment), reducing ramp-up time for new hires and increasing operational flexibility through effective cross-training initiatives.
- Developed and implemented a comprehensive scorecard system to measure and enhance team productivity and effectiveness, achieving consistent delivery of 2,200 reviews with a 97% quality score, exceeding SLA targets for 12 consecutive months.
- Identified and leveraged cross-functional internal resources to deliver effective solutions that met and exceeded client expectations, ensuring operational excellence and stakeholder satisfaction.
- Served as the Hiring Manager for Google Trust & Safety (27 workflows), responsible for workforce demand forecasting, feasibility assessments, and recruitment planning.
- Collaborated with Customer Experience (CX) team and recruitment partners to engage suitable agencies for contract and expatriate hires.
- Managed interviewer panels, schedules, and interview frameworks, ensuring efficient onboarding and alignment of new hires with operational needs.
Operations Services Manager 1
ServiceSource International Malaysia Sdn Bhd
10.2012 - 08.2017
- Managed daily operations of 56 team members of DELL EMEA enablement sales support, overseeing solution deployment, strategic project planning, communication, and risk mitigation, while ensuring consistent updates and reporting to stakeholders.
- Designed and implemented the Work Instruction and Handbook Manual to guide system usage, processes, and workflows. Developed detailed Standard Operating Procedures (SOPs) and end-to-end process maps, enhancing operational efficiency and team alignment.
- Served as Project Lead for Program Qualityze, a change management platform for process documentation for the Dell EMEA account. Analyzed and produced center-level production and cost reports to support data-driven decision-making.
- Proactively managed and resolved escalations from internal and client sales representatives, implementing solutions that improved response efficiency and ensured consistent SLA compliance.
- Analyzed and produced center-level reports on production performance and cost analysis. Successfully implemented Proactive Automation Quoting for ongoing EMEA support, enhancing efficiency and process accuracy.
- Successfully led an ad-hoc project to design and implement a standardized price list for the client’s distributor network across the EMEA region, improving pricing consistency and efficiency.
- Initiated and successfully completed the Non-Standard Request on Hold and Non-First Point Resolution (NFPR) analysis for the client, identifying key process gaps and opportunities for efficiency improvement.
- Oversaw cost allocation for manpower, overtime, and shift allowances in line with budget forecasts, driving financial discipline through monthly and quarterly reviews.
- Designed and facilitated onboarding and system training programs to accelerate new hire productivity.
- Conducted quarterly and annual performance appraisals to evaluate team performance, identify development areas, and set actionable goals to cultivate talent.
- Led the end-to-end recruitment process, including candidate selection and hiring decisions.
- Acted as Advisor for the Dell Account Fun Club, championing employee engagement and team-building initiatives to strengthen workplace culture.
Education
Bachelors of Technology (Hons) - Technology Industry
Universiti Sains Malaysia (USM)
Glugor, Penang, Malaysia 04.2001 -
Skills
Operation Management
Quality Analytics
Project management
Stakeholder management
Risk Analysis
Process Improvement
Documentation management
Budget management
Workforce planning
Talent Management
Certification
Prince2 Agile Foundation
Technical Skills
- Microsoft Office
- Google Workspace
- Lean Six Sigma
- Kaizen
- Power BI
- Incoterm 2000
- HACCP
- GMP
- Citrix
- CRM Siebel
- Sitefinity
- Salesforce
Awards
ML Special Awards- Integrity (2021)
Genpact Malaysia Sdn Bhd
ML Top Gun Cheers- Incisive (2022)
Genpact Malaysia Sdn Bhd
References
Name : Billy Wong Sai How
Designation : Operations Services Manager 2
Company Name : Servicesource International (M) Sdn Bhd.
Contact Number : 012-9801834
Email : smallhow@gmail.com
Name : Ruby Loh
Designation : Operations Manager
Company Name : Accenture Technology Solutions Sdn Bhd.
Contact Number : 010-3015095
Email : ruby.loh@citi.com
Timeline
Senior Manager Middle Office
Amfunds Management Bhd (Ambank Group Bhd)
12.2024 - 06.2025
Prince2 Agile Foundation
08-2024
Quality Manager
Genpact Malaysia Sdn Bhd
06.2021 - 02.2024
ITIL v4 Foundation
06-2021
Service Delivery Manager
Majorel Malaysia Sdn Bhd
07.2020 - 02.2021
Portfolio & Delivery Management Associate Manager
Accenture Technology Solutions Sdn Bhd
08.2017 - 07.2020
Operations Services Manager 1
ServiceSource International Malaysia Sdn Bhd
10.2012 - 08.2017
Bachelors of Technology (Hons) - Technology Industry
Universiti Sains Malaysia (USM)
04.2001 -