Achutha Kumaraswamy

Experience

• 

  Symphony Services

  Mar 2004 - Oct 2007

  Team leader
• 

  Symphony Marketing Solutions

  Nov 2007 - Dec 2009

  Assistant Manager
• 

  Genpact

  Jan 2010 - now

  Genpact Center of Excellence for Order Management processes (Order Receipt & Capture, VMI, Export orders, Fulfilment & International Load Planning), I lead a team of Supply Chain + Customer Service professionals tasked with customer order processing, improving liaisons between Supply Chain, Sales and Customers/ Buyers, with complete focus on improving service/ OTIF (On Time & In Full) performance. Drive business impact leveraging Genpact tools and SEP methods for our client that is one of America's top Food & Grocery manufacturer in CPG industry. Oversee all global operational aspects of our client's North America & Global Markets supply chain/ order fulfilment activities as it relates to Customer Service and Account Team support/ requirements at GenpactDrive Order Fulfilment actions and priorities to achieve revenue targets (aligning to client fiscal goals)Lead all parts of Global Supply Chain/ Order Fulfillment strategy in alignment with client specific needs; establish process metrics and drive improvement in order to support Supply Chain & Trade effectiveness programs, run by our clientEstablish operating rhythm with our client' counterparts/ leaders, act as a single point of contact and escalation for all Customer Service/ Order Fulfillment related issues/ challengesManage and drive transformation projects (Order entry automation, Celonis, Blue Yonder Luminate Control Tower, Win Shuttle, RPA (Automation Anywhere), Analytical Dashboard (PBI /Tableau), On-time delivery, Reduction in Fines & penalties, Load Factor optimization etc.)SAP S4 Migration - Engage with the client and SI partner for creating the SOP, Test scripts, UAT execution and Training Need Analysis and delivery Partner with other supply chain functions (Warehouse, Logistics, Transportation, Supply Planning etc.) to consolidate service delivery to retailers/ customersCreate an enhanced framework to manage customer escalations for faster resolution and isolate systemic issues requiring change Show less  Project planning and implementation in areas of cost reduction and improving efficiency (saved ~ 250K annually to the client) and revenue growth for the team. Work involved understanding the scope, stakeholders, project team and creating the charter to get the signoff from the Sponsors. Was instrumental in getting the stake holders and SME’s from different countries to work together to create the actionable items to be changed in the existing process Quality, on-time delivery and compliance of process deliverables.  Client Focused approach and looking at metrics for the top 12 clients of UK and drawing action steps to improve the internal client satisfaction. Work with the team to create the SOP and the ongoing maintenance for the changed process to be followed by the teams Metrics analysis to arrive at the root cause for the issues in quality using the six sigma principles and implementing improvement projects and plans. Ensuring that quality audits planned with the operations team to be conducted for the client databases during delivery and also completing random audit to ensure process is followed. Identifying training needs through people interactions, evaluations, reviews and issue analysis across the teams and ensuring trainings are conducted at regular intervals. Business Continuity Plans in case of emergency to ensure work is not affected. Show less Planning all stages of transition starting from due diligence, recruitment, pre process training, IT Infrastructure, Metrics and SLA’s and Knowledge transfer of work for all the people and processes involved. Onsite coordination during the various transition stages – directly supervised by the offshore PMO and managed the knowledge acquisition phase of the project with internal and external stakeholders Preparing Standard Operating Procedures, Knowledge Repositories, Manuals to facilitate smooth functioning of process, ensuring conformance to Service Level Agreements. Managing the day to day operations of new business initiatives & customer service and generating additional revenue growth Managing Team functions viz. planning, recruitment, selection & performance management (including performance / quality evaluation) for all employees in the team. Leading, mentoring, coaching, monitoring team members to ensure efficiency in product knowledge, process operations & meeting of individual & group targets. Developed and shared the MIS reports for the work done Used the BPMS/Six Sigma/Lean Six Sigma approach to streamline the Quality Process.  Ensuring that teams adhere to the quality tools & procedures Establishment of Business Continuity Plans in case of emergency to ensure work was not impacted thereby providing a streamlined approach to 100% operational efficiency Show less

  • Assistant Vice President

    Apr 2016 - now

  • Senior Manager

    Jul 2013 - Apr 2016

  • Operations Manager

    Jan 2010 - Jun 2013