K. MANOJ MATHEWContact No: Email ID:Mobile: - 9940207515 k manojmathew@hotmail.com

Career Outline

Have 9 Years of experience in Process Management, Operation, Client Servicing & Customer Service and Operational Excellence. Proficient in managing teams and running successful process operations and experience of developing procedures, service standards for business excellence. Possess excellent interpersonal communication and organizational skills with proven abilities in training and development, customer relationship management and planning.

Highlights

A Dynamic professional with over all 9 years’ experience – Corporate sector (PMO).

Being part of the Pilot batch and successfully reverse transitioned for Thermo fisher, Barclays and World Bank.

Effectively managing operations & implementing procedures, service standards for business excellence.

Experience in understanding customer requirements and process mapping & managing transition, operational delivery and client relationships.

Hands on experience in leading service delivery, driving productivity, performance, operational Excellence, leading and motivating people to drive business goals.

An effective communicator with exceptional interpersonal skills and hands on experience in training and development of subordinates and team members.

An efficient planner ensuring completion of tasks well within time schedules. Expertise in Performance Management, Top Talent and identifying opportunities

for the bottom performers with Training and Developmental needs. Frequent reviews to scale up the performance and to ensure the best in class for

Client & customer satisfaction. Business proposals to increase the Head count and more business.

Core Strengths

Enjoys taking up new challenges & responsibilities and excels at multi-tasking in a fast paced environment.

Excellent team management skills, able to build team cohesion and inspire individual to strive ever-higher levels of achievement.

Strong customer oriented and demonstrated ability in understanding customer’s need & providing solutions.

Consistent Performer, Self-motivation, creativity and initiative to achieve Innovation at Clients and Organizational level.

Career Contour

Cognizant Technologies Pvt. Ltd Team Leader (Executive) Nov’11 till DateCognizant Technologies Pvt. Ltd Process Specialist (SME) Jan’09 - Nov’11 Cognizant Technologies Pvt. Ltd Sr. Process Associate

Oct’07 - Jan’09Cognizant Technologies Pvt. Ltd Process Associate Aug’06 - Oct’ 07

Employment Scan - Key Result Areas

Executive- HR (PMO) – Cognizant Technologies Pvt. Ltd (January 2014 till Date)

Clients Served in Corporate : Organization: Barclays and World Bank Duration: January 2014 till dateDesignation: Executive- HR (PMO)

Responsible for tracking and monitoring progress of project office as well as coordinate delivery dates

Responsible for assisting PM’s in handling program levels issues, change request and risks management (Invoicing / Onboarding and Offboarding/ Termination request)

Ensures that the Project Management Office process and processes are kept up to date

Prepares status reports and updates the same to the Management team Supervise and maintain master program schedule as well as PMO share point

site Coordinates with PMO lead in preparing ad hoc presentations and other

essential task as required Provides support and guidance to Business Analyst and Project Managers

with the help of Lead PMO Review deliverables at the final stage /phrase of the project To Stream Line the C2C process ensured proper control in place by

implementing FMEA, Escalation tracker, Risk register and regular governance calls with stake holders.

Part of VSM(Vendor System Management) to understand end to end process and came up with possible solutions to enhance the process

Initiated the quality checks to ensure NO ZERO surprise and reduction of errors.

Generating the delivery and management presentation and involved in client call

Coordinating with the client, CSR's to ensure the client receives the product with no issues.

Have developed several process improvements which have relatively bought down the people and process issues.

Core player in the pilot batch and played a major role in the transition phase Ensuring smooth flow of day to day operations Mentored newly recruited agents & helped them in designing action plans to

achieve various parameters as on SLA Effectively tracked the performance of the individual and provided

appropriate feedback on a daily basis Conducted One to one discussion at regular intervals with the team members

to understand the thought process of the individual and provided guidance Along with QA do first hand quality sample of the process handled Increased Productivity & Quality levels by Automating Report Management

Systems. Handled all types of client escalations effectively and recognized by the

supervisors for having excellent client management skills. Underwent training on personality development through the Ladder Program

and First Time Leadership training organized by the company for the best team members

As a Team Leader built a stronger and reliable relationship with the clients which resulted in the addition of two new sub process in the project.

Evaluating the agents on various parameters specified by the clients & conducted refresher training programs for the associates on regular basis.

Driving Fun at Workplace and conducting team-building activities

Awards and Certifications

Certified Six Sigma Yellow Belt - Reduction in transaction time in UPS process

Certified Six Sigma Yellow Belt – Process Template in Barclays process Certified Cognizant Train the Trainer Certified Cognizant Interviewing Skills Accreditation Trained in Voice & Accent from Vertex Award Icon of the Month for the Year 2014 Award of Best Team Leader of the Year 2013 Award of Best Process Specialist for the Year 2010 Received WoW and OPEL Award for Outstanding performance Quarterly Award PHONEX Award 2009 for best performance

Academia

MBA (HR) - Pondicherry University, Loyola College B.A. - Loyola College of Arts and Sciences PCP - Diploma in PC PROFESSIONAL (MS-Office)

EXTRA CURRICULAR ACTIVITIES

Took part in various events such as Euphoria’2007, Talentia-2010. Took part in National Republic Day Camp at New Delhi 2005 and

Won laurels for the Institution Served in the National Cadets Corps (NCC) for 3 years NCC ‘B & C’ Certificate holder Awarded the Outstanding Achievement in the Academic year 2005 –

2006 Served in the National Service Scheme (NSS) for 2 years Member in Junior Red Cross Group (JRC) Basketball player played in Inter Zone Tournament.

PERSONAL DETAIL:

Father’s Name : K.G. MathewDate of Birth : 21st May 1983Marital Status : Married

Place: Chennai SignatureDate: 29th September 2015

(K. MANOJ MATHEW)