Rinil A.K

Experience

• 

  Mphasis, An EDS Company

  Feb 2004 - Apr 2007

  Unit Manager

   Maintain exceptionally high employee standards and strive to constantly meet and exceed challenging SLAs. Coordinating with Global Training team for documenting Process Changes Analyzing Operational Effectiveness, Performance Management & Competitive Analysis. Conducting Business reviews on a regular basis on Process and Training Effectiveness New Hire Training, Development and Floor Calibration. Defining and Driving Quality guidelines with different lines of business in OperationsSetting SOPs to exceed/ sustain results Provide individual development plans and maintain records in line with set objectives. Plan out Induction and Orientation programs. Job profile involved Classification and Escalation of Specific Complaints. Show less

• 

  Aditya Birla Minacs

  Apr 2007 - Aug 2012

  Senior Manager -Operations

  Operations Management:• Setting up & maintaining CTQ (Critical To Quality) / CTP (Critical To Process) targets for the process & team.• Taking various initiatives for maintaining SLA (Service Level Agreement); coordinating with various support functions viz. Quality, Training, Technology, Compliance and HR.• Ensuring CTQ closure: Productivity-Capacity based Turn Around Time (TAT) through time studies & capacity planning and accuracy base-lining.Client Servicing & Key Account Management:• Penetrating into the key accounts by reaching the entire breadth of the account.• Creating proper level of client relationship to get a competitive edge against competitors.• Generating new business within the account base or portfolio such as new line of business. • Looking after all client communications, conflict resolution & compliance on client deliverables and revenue. • Reviewing all the major deliverables (i.e. strategic brief, function spec, tech spec, etc.) to ensure quality standards and client expectations are met. • Ensuring that client issues are dealt within an efficient manner and informing the appropriate stakeholders. • Communicating the client's goals and representing the client's interests to the team. • Providing regular two-way communication between client & team to provide strong team representation and set proper client expectations. • Understanding the company’s capabilities and service & effectively communicating all offerings to the client. Mapping client’s requirements and ensuring rendering of effective solutions to the clients, in-line with the specified guidelines on operations shop floor.• Identifying improvement areas & implementing measures to maximise customer satisfaction levels; taking escalations for resolving critical issues; ensuring CTQ delivery & business continuity. • Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels. Show less

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  IBM

  Sept 2012 - Sept 2021

   Successful service delivery - SLA achievement and high level of customer satisfaction  Monitoring overall performance of services  Good communication around issues and opportunities – get things done, make things happen  Collaborating with senior management on client account management and growth  Initiate and drive improvement plans to correct operational or financial performance deviations towards the global benchmark and targets

  • Program Manager

    May 2016 - Sept 2021

  • Transition Manager

    Feb 2015 - May 2016

  • Delivery Operations Manager

    Sept 2012 - Jan 2015
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  Kyndryl

  Sept 2021 - now

  Associate Director
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  Kyndryl

  -

  Associate Director