Uthayakumar Paranjothy
Subang Jaya,Malaysia
Summary
Accomplished management professional adept at building high-performing teams. Proven ability to drive cross-functional collaboration and implement innovative solutions to complex business challenges. Committed to delivering results that exceed expectations while maintaining a focus on continuous improvement and sustainable growth.
Overview
14
14
years of professional experience
Work History
Senior Manager Intelligent Automation
Standard Chartered GBS Sdn. Bhd
12.2021 - Current
- Identified areas of improvement within existing operations through process analysis and benchmarking studies.
- Coordinated with internal departments to ensure successful execution of projects according to timeline and budget constraints.
- Created detailed reports on project progress for senior management review.
- Implemented process improvements to increase operational efficiency and reduce costs.
- Coordinated with IT department to implement new technologies and systems enhancements.
Operations Manager
Standard Chartered GBS Sdn. Bhd.
08.2018 - 11.2021
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Monitored and improved efficiency of processes, team performance, and customer service.
Operational Readiness
Standard Chartered GBS Sdn. Bhd.
04.2017 - 08.2018
- Ensuring the process of preparing supporting organization major projects, such that, at the point of delivery/handover, they are fully ready to assume ownership
- Ensuring the responsibility for, and capable of performing the safe and efficient operations of the projects
- Oversee the creation and ongoing execution of the operational readiness checklist and assessment, leading and coordinating the work of project leaders across the organization for each go live
- Monitoring project risks and execution of contingencies as they are initiated.
Contact Center Service Manager
Hong Leong Bank Sdn. Bhd.
01.2015 - 04.2017
- Managing Team Leaders, staff and department towards meeting/exceeding all sales targets set for daily and monthly consistently
- Meeting departmental Overall Service Level & Abandonment Rate
- Managing Team Leaders to use real-time reporting tool (CCP) to ensure all team members are optimal in call productivity and high available time to answer calls at all times
- Managing self and Team Leaders to use trigger report on daily basis to ensure team members meet interval, daily and monthly call productivity consistently
- Monitor Team daily total log in time to be optimized.
Senior Team Leader
Scope International (M) Sdn. Bhd.
01.2012 - 12.2015
- Work on reduction in helpline related complaints
- Actively manage the operations floor by ensuring adherence to floor management and provide subject matter expertise to support the team to handle difficult customers
- To ensure 90% of directs above average performance
- Ensure achievement of more than 45% IVR termination
- Awareness of and adherence to compliance/money laundering guidelines
- Ensure all HR related matters to be adhered to in a timely manner to avoid any operational loss
- Ensure SLA is met on hourly intervals and also on daily basis above 85%
- Secure enough headcounts with overtime to meet SLA
- Manage Real Time Floor Managers queue assignments and monitoring when required
- Taking escalation calls as well as long calls when agents are not able to manage
- Quality check of calls randomly every day to improvise customer experience
- Work closely with process improvement team by sharing new ideas and opinions
- Handing generic mailbox for assignments of customer cases as well as enquiries on product
- Attending conference calls with higher management to report Contact Centre operations and action plans
- Work closely with product managers to come up with inputs on new promotion and also products
- Report submission and also presentation to superiors on team performances
- To drive team members for greater performance meeting KPI's and to meet targets set for campaigns - highest overtime, e-statement conversion, static data change
- User for new system implementations and upgrades for successful implementation
- Conduct daily briefing and huddle on updates on products as well as training
- Conduct interview sessions with the support of Operations Manager for new hires
- Acting Operations Manager to handle floor operations in the absence of Operations Manager and to guide and coach newly hired Team Leaders
- Manage Incubation Bay, whereby new recruits will journey with my team and I, before being deployed to Operations
- I led a team of up to 9 Incubation Bay coach's which managing the day to day Operations of Incubation Bay
- I also created the Standard Operating Procedure for Incubation
- Over the past year, there was very minimal number of complaints which were attributed to the staff in Incubation as checks were in place to ensure that the new staffs were adhering to the right processes and procedures by referring to K1SG.
Senior Service Banker - Preferred Banking Line
Scope International (M) Sdn. Bhd.
06.2011 - 12.2011
- Recruited/promoted to provide diverse, high-level analytical, client interface and problem-solving functions involving managing our high-end clients
- Acquire new business by proactive tag on & generate new sales opportunities
- To be responsible for 100% of the follow up activities arising from customers call
- Promote the use of automated channels and its benefits to customers.
Service Banker - Preferred Banking Line
Scope International (M) Sdn. Bhd.
10.2010 - 06.2011
- Handle inbound enquiries and issues efficiently and tactfully regarding customers banking requirements to ensure that their expectations are met
- To achieve group targets and personal individual objectives
- Sharing of daily updates in the team huddle
- Organized various team outings to encourage team bonding
- To achieve First Time Resolution.
Education
Certification of Business Administration -
ABE, United Kingdom
01.2006
Sijil Pelajaran Malaysia - SPM -
Sekolah Menengah Kebangsaan Raja Mahadi, Klang, Malaysia
01.2002
Skills
- Call Center Management
- Process Improvement
- Quality Assurance
- Problem Resolution
- Attention to Detail
- Tactful
- Confident
- Committed
- Perceptive
- Resourceful
- Self-motivated
- Computer literate
- Resource Allocation
- Talent Development
Country
Selangor D.E
Jobpreferences
True, True, Negotiable
Availability
Notice period of two (2) months
Personal Information
- Date of Birth: 12/21/85
- Nationality: Malaysian
References
Mr. Kevin Christopher, Knowledge Manager, BP, +60129074049
Languages
English
Advanced
C1
Malay
Advanced
C1
Tamil
Upper Intermediate
B2
Timeline
Senior Manager Intelligent Automation
Standard Chartered GBS Sdn. Bhd
12.2021 - Current
Operations Manager
Standard Chartered GBS Sdn. Bhd.
08.2018 - 11.2021
Operational Readiness
Standard Chartered GBS Sdn. Bhd.
04.2017 - 08.2018
Contact Center Service Manager
Hong Leong Bank Sdn. Bhd.
01.2015 - 04.2017
Senior Team Leader
Scope International (M) Sdn. Bhd.
01.2012 - 12.2015
Senior Service Banker - Preferred Banking Line
Scope International (M) Sdn. Bhd.
06.2011 - 12.2011
Service Banker - Preferred Banking Line
Scope International (M) Sdn. Bhd.
10.2010 - 06.2011
Certification of Business Administration -
ABE, United Kingdom
Sijil Pelajaran Malaysia - SPM -
Sekolah Menengah Kebangsaan Raja Mahadi, Klang, Malaysia