Varadharajan Nadadur Varadavishnu

Experience

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  Convergys India Services Private Limited

  Jun 2004 - Feb 2011

  Client Audit Manager

  • Lead a team of 22 FTEs (4 SMEs 18 off-shore technical auditors) managing a Fortune 100 client National Technical Audit USA, ensuring compliance with agreed SLAs and accuracy and volume of samples. Built, developed sustained & improved a high-performance team.• Balanced Convergys values and a Fortune 100 client audit & assurance needs during phases of every audit cycle. • Facilitated operations team towards daily, weekly & monthly team business goals by monitoring team performance using balanced score card. • Facilitated client quality calibration conference calls focused on weekly root cause analysis on individual & team performance and provided coaching/developmental feedback to the team members. Collaborated with advisors regarding achieving the SLA-KPI, at the same time identified & reported resourcing needs and effectively coordinated with the floor. Collected/updated general data about the team, on real time, while determined the attrition factors & fixed them to control the same.• Constantly vigilant about changing priorities and ensured that Team KPIs of Productivity, Customer Satisfaction, Call Quality & CI are achieved, by encouraging initiatives. • Provided Coaching and Feedback to the CCOs on calls & overall performance, while identified key areas of opportunities and act upon correspondingly.• Administered team tasks, exercised people development initiatives within team, facilitated team building games, training, skill upgrade, mentoring, etc.• Supported the 600-strong program by being the primary judge in assessing & awarding the monthly toppers considering various performance parameters. Show less

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  First Advantage India

  Feb 2011 - May 2011

  Team Lead

  Team Lead First Advantage Offshore Service Private Limited (Feb 2011 to May 2011) Managed a team of Verification Associates, by collaborating with multiple departments for various business needs and allocating/monitoring daily tasks to the team, ensuring daily weekly & monthly goals & SLA-KPI are met. Map team member to business needs. Provide coaching-feedback to the verification associates. Develop high performance team members.

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  Vindhya e-Infomedia Pvt.Ltd

  Jun 2011 - Jun 2012

  Operations Manager LOB Head Voice & Digitalization India & Australia

  Piloted the contact center delivery venture of the Bangalore site Operations, Training & Quality. Recruited, trained & deployed the pilot staff of a multi skill program of the Voice LOB. Drafted & implemented the policies, guidelines, SOPs & strategic directives for the quality, training & operations balancing client needs, organizational values and statutory requirements (SEBI) across the company. Lead the voice & digitization LOB, throughout the take-off phase and imbibed the customer-experience-culture drive throughout the vertical. Guided Contact Centre operations of National Helpline of IIMPS Pvt. Ltd. as well as E2E digitalization & processing of pension customers of the client. Headed E2E digitalization operation of Loyalty Forms, Catalogue Requests and ELC Flysheets, for Mother care Corporation, Australia. Built, Improved, Sustained & Developed High Performance Teams enabling synergistic culture holding up the organizational values. Helped teams executing strategies for each project with predefined ETAs. Worked closely with Internal and External Clients to establish & pilot program outline. Collaborated with clients to draft SLA’s. Render thought leadership by deriving & exercising operational strategies for various situations building & driving work culture holding up the organizational values across multiple projects. Introducing and executing process improvement measures. Assure resilience operations protocols are ready during the time of crisis & recovery via coordination and calibration. Reinforced the need for control effectiveness, Implemented BCP-DRP measures & the resilience strategies for an Australian retail client and domestic microfinance client. Manage vendor relationships with various external business continuity resource vendors. Actively supported human resources during recruitment. Manage & facilitate BCP process audit of IIMPS digitization and interactions & Mothercare Corp Loyalty Forms digitization process. Show less

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  ORACLE FINANCIAL SERVICES SOFTWARE LIMITED

  Jun 2012 - Feb 2018

  Senior Consultant

  BCP: Assure stake holders on project resilience teams’ readiness to critical eventualities on priority-driven resilience sequence & control adequacy as ranked in RA, BIA & contingency plans ensuring awareness of the mutually agreed resilience strategies. Ensure program managers readiness in business assessment, contingency planning, technology resilience. Lead and conduct walkthrough, interviews, table top testing exercises. Validate control effectiveness of the strategies in contingency plans and the accuracy of the business assessment. Collect analyze infer advise & approve business assessment & contingency plans & adherence across critical project teams. Determine critical projects and related support functions of the LOB for continuity planning. Advising program managers on business sustenance & endurance parameters of Contract SLA-OLA(production support)-MSA especially MBCO MAO, MTPD, RTO & RPO with LOB stakeholders in accordance with the respective customer contracts, during crisis situations of varying degree. Reinforce the awareness of multiple critical clauses.E-Delivery Operations Management: Facilitate project teams towards meeting profitability client satisfaction quality and improvement throughout the E2E delivery life cycle. Develop initiate, execute & monitor operational strategy for meeting sustaining and improving client satisfaction financial goals internal process goals development & retention goals of the business. Ensure KPIs reflect OLA and SLA at all stages of delivery. Asset Compliance Management: Audit & facilitate Global Hardware Compliance Drive. Ensure all machines in the LOB meet the Global Compliance Standards. Initiate & facilitate throughout asset Software/Hardware lifecycle transition from upgrades to End of life. Monitor software and hardware usage for reducing inactive and non compliant usage. Follow up to the closure of all noncompliance items. Report to higher management daily weekly & monthly status of compliance. Show less

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  Northstar S S

  Mar 2018 - Jul 2018

  PROJECT MANAGER – ISO 22301:22313 IMPLEMENTATION

  E2E business resilience implementation projects ISO 22301 starting from development of business case, project plan periodic reporting and delivery working closely with the client director. Work with business stakeholders to gather business needs balancing regulatory & technical needs with business needs. Identify recruit train and deploy resources needed for the project. Identify, manage, and mitigate risk throughout the project life cycle. Track key project milestone deliverables and update project plans and/or resources to meet the needs of the client using reports, proposals and presentations. Coach, mentor, motivate and supervise project team members and contractors, and influence them to take critical decisions on their own. Prepare and handle change requests to projects and schedule associated tasks. Review and approve deliverables as per SLA OLA and MSA, prepared by team before delivery. Ensure projects meet success parameters and business case targets. Identify gaps and steer the team towards success trajectory. Prepare for engagement reviews and quality assurance procedures and support version control ensuring project documents are complete, current, and stored as per CIA principles.Managing stakeholder expectations and facilitate communications and manage conflicts. Leading continuous improvement activities that are project-specific or further the project management competency and methodology.Serving as liaison to IT Applications Director, Infrastructure Manager and/or Web Platform Manager as well as enterprise architecture and business stakeholders to estimate project support needs, communicate technical requirements and ensure adherence to project methodology and security standards.Champion modern security practices and ensure project compliance with security standards. Show less

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  Infosys

  Jul 2018 - Jul 2020

  Project Manager

  • Oversee E2E operational risk across global applications infrastructure & general business operations risk on long term projects E2E including the oversight of development of business cases, project plans, resource management and deliverables working closely with the executive management contributing to business process re-engineering.• Work with other LOB heads and business stakeholders to gather business requirements and scope projects for alignment of technical solution with business needs. Strategic operations advisor. Designed and implemented business strategies, plans and procedures. Set comprehensive goals for performance and growth. Established policies that promote vertical culture and vision. Oversee daily operations of the technology support function• Lead employees to optimum performance. Evaluate performance by analyzing and interpreting data and metrics. Report to the Senior Management. Manage relationships with partners/vendors. Basic understanding of business functions such as HR, Finance, marketing etc. Working knowledge of data analysis and performance/operation metrics. Working knowledge of IT/Business infrastructure and MS Office. Outstanding organizational and leadership abilities. Proved aptitude in decision-making and problem-solving.• Managed resource demand needs collaborating with multiple internal and external sources for resource supply. Show less

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  Wells Fargo

  Aug 2020 - now

  • Oversee lead & facilitate IT & business resilience operational risk and control measures implementation & maintenance • Be the business resilience go-to person for the program managers to identify business continuity risks and mitigations for the LOBs.• Initiate and drive resilience risk and other campaigns across critical business LOBs• Advise information systems and resilience risk processes ensuring readiness of control and resilience teams (internal and external), BIA, Business assessment contingency plans & strategies. • Enable Teams to support portfolio managers in creating and using business assessment and contingency plans across projects as determined in the master BIA document of the organization. • Evaluate assure and certify the readiness of LOB teams in their tolerance of SLA during crisis situations of varying degree. • Followed up till the closure of recommended actions pre-identified gaps. • Certify readiness through stakeholder confirmation of the testing results (table-top testing, questionnaire & interviews) for the pre-identified threats.• Encourage resilience calendar maintenance Show less

  • Assistant Vice President

    Aug 2020 - now

  • Assistant Vice President Business Continuity

    Aug 2020 - Feb 2024