Vijai Balaiah

Experience

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  Modi Korea Telecommunications

  May 1999 - Oct 1999

  Network Communicating Executive

  Part-time Job

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  Arna Ebiz Tech.com Pvt Ltd

  Jan 2000 - Feb 2001

  Web Designer

  Designing and development of websites and web portals.Developed sites like Salamchennai.com & databasechennai.com

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  Comforteez Technologies

  Mar 2001 - Jul 2002

  Sr. Web Designer

  The core operations involves designing and developing websites, web portals and CBTs (Computer based training).

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  Self-employed

  Jul 2002 - Sept 2003

  Government Contract

  Government road projects. Laying of bitumen project for Chennai Port Trust, Ennore

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  HP

  Sept 2003 - Nov 2006

  Team Leader

   Work closely with the Front ends[Customers] on a daily Basis for Operations review and excellence  Shift management and other general business process Management  Ensure all critical process standards are met as per the Service level agreement  Identify Training needs through work evaluation and improve the learning curve of the direct report by methods of Associate evaluation systems.  Plan and maintain Product knowledge to the agents and implement Performance Improvement Plan based on the feedback from customers and trainers  Responsible for preparation of management reports & presentations on projects executed to top management. Ensure accuracy of deliverables and efficiency of process to achieve complete customer satisfaction Ensure accuracy of deliverables and efficiency of process & achieving healthy sigma Responsible for Business continuity Plan for process to ensure customer confidence Show less

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  Microland Limited

  Nov 2006 - Jul 2009

  ~ Process Management & Compliance - to defined Operations Management support process & Identify Defect Areas to proactively carry out corrective actions~ Customer Satisfaction Management - Manage critical customer interactions and carry out improvement measures to improve customer satisfaction Index~ Metrics Management - Proactive measures to improve operations in SLA standards, Consistent Metrics, Criticality & stability of services to ensure defect free service delivery~ Transition Management - Create process framework, resource requirements, Training & skill development needs to take over new services~ Resource Productivity Management - Establish team structure needed to support current and new processes, R&R, Induction & Training and feedback methodology for a better operations support management Show less

  • Service Performance Expert

    May 2009 - Jul 2009

  • Operations/Technical Leader - Remote IT Infrastructure Management

    Nov 2006 - Jul 2009
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  Oyster Labs

  Jul 2009 - Jun 2010

  Co-Founder/CEO

  1. Board Administration and Support -- Supports operations and administration of Board by advising and informing Board members, interfacing between Board and staff, and supporting Board's evaluation of chief executive2. Program, Product and Service Delivery -- Oversees design, marketing, promotion, delivery and quality of programs, products and services3. Financial, Tax, Risk and Facilities Management -- Recommends yearly budget for Board approval and prudently manages organization's resources within those budget guidelines according to current laws and regulations4. Human Resource Management -- Effectively manages the human resources of the organization according to authorized personnel policies and procedures that fully conform to current laws and regulations5. Community and Public Relations -- Assures the organization and its mission, programs, products and services are consistently presented in strong, positive image to relevant stakeholders Show less

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  HP

  Jun 2010 - Sept 2014

  • People Management: Lead and manage a team of 20+ Sales Operations team members, ensuring high-quality service delivery and alignment with business goals. Foster a positive work environment and drive team engagement and development.• Revenue Generation: Drive revenue for the APJ region through effective Sales Operations management and successful execution of initiatives.• Process Improvements: Lead process improvement projects to yield cost savings, efficiency, and revenue enablement.• Transition Management: Assist in transitioning new scope, including understanding the scope, designing process flow, estimating resource requirements, designing KPI's, and successful delivery of KPI's.• Compliance & Audits: Ensure compliance with ISO, Charisma, OMM, and Record Retention audits.• Resource & Capacity Planning: Focus on resource, production, and capacity planning to ensure smooth operations.• Data Analysis: Compile and analyze statistical data, balance scorecards, customer dashboards, and trend analysis to provide a systematic approach to decision-making.• Customer Interactions: Collaborate and interact with internal and external customers to maintain positive relationships and drive process improvisation.• Team Leadership: Lead and manage a team of 20+ Sales Operations team members, fostering a positive work environment and driving team engagement and development. Show less • A dynamic People Manager in the World Wide Sales Operations vertical, leading and mentoring a team with a diverse range of skills and expertise.• Ensures that customer experience goals are consistently met and exceeded through effective management of KPIs and performance metrics.• Establishes and nurtures strong relationships with customers, serving as a key bridge to successful customer engagement and satisfaction.• Expertly manages staffing, forecasting, training, process improvements, and hiring for the sales operations process to drive seamless and efficient operations.• Works closely with cross-functional teams, including Quality, Training, and Process Improvement, to ensure smooth and effective operations.• Regularly interacts with customers to analyze performance, implement improvements, and drive positive impact to the sales operations process.• Successfully led and drove the Employee Engagement initiative for the Chennai Cluster, resulting in increased morale and employee satisfaction.• Collaborates closely with the sales and partner teams to provide value-added ideas and support, including cycle time reduction initiatives, to improve TAT and sales productivity.• Maintains consistently high scores in Voice of the Customer and Voice of the Workforce, ensuring ongoing feedback and improvement opportunities. Show less

  • Process Manager

    Jul 2013 - Sept 2014

  • Asst. Ops Manager

    Jun 2010 - Jun 2013
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  Hewlett Packard Enterprise

  Oct 2014 - now

  Program Management:Drive Business Initiatives: Oversee the development & successful execution of strategic business initiatives under the guidance of senior leadership and Tower directorsWork closely with executives to facilitate decision-making, program management, & initiative implementation to improve efficiency and productivityProcess Improvement: Identify and improve current processes to optimize efficiency and productivity across the organization.Program Management: Lead Cross-Functional teams to deliver large-scale programs, ensuring alignment with overall business objectives.Business Reviews: Take ownership of the Quarter Business Review (QBR) and State of Readiness (SOR) process, including preparation of the SOR to report to stakeholders on the plans and focus areas for the upcoming quarter and ensuring agenda planning based on priority, execution, action follow-up, and closure.APJ Communication Lead: Lead cross-functional communication efforts as the APJ Communication Lead for both internal and external (Partner) communicationCustomer Experience Management:- Manage the design and analytics program for the Customer/Partner Experience System, including working with the back-end team on surveys and feedback collection.- Drive improvement in the customer/partner service experience, resulting in engaged customers and organic growth.- Analyze qualitative and quantitative customer feedback from surveys to identify gaps in the customer/partner experience, and work with GEO teams and various towers to implement service improvements.- Enhance Customer Segmentation: Work on refining the customer/partner segmentation to better understand their unique needs and tailor the customer experience accordingly.- Identify Key Drivers: Utilize correlation analysis to identify the key drivers of customer satisfaction.- Satisfaction Score Tracking: Monitor partner movement in satisfaction scores to assess the effectiveness of customer experience initiatives. Show less Business management, Process transformation, Performance, SLA management & Escalation management on Account & Country levelDeal Managemento Facilitate for bid Management coverage for large/complex bids and Cross-Bu deal negotiationo Simplifying deal structure and develop fulfillment solutionSales Meetingo Participle in Sales Phase call and pipeline reviewo Provide guidance to increase WIN rate and revenue max positioningo Close engagement with Business on forecasted pipelinesOperational Capabilitieso Governance owner to ensure customer requirements are compliant with HP guidelines o MOC to drive standardize operational process, tool and support matterso On-boarding and refresher TrainingOperational / Process Performance & improvement / Transformationo Drive process transformation and KPI improvemento Facilitating on B2B low touch adoption and drive adoptiono Implementation of process improvement for Sales eg CPQ, Front end MOC, Drive adoption, monitor scorecard/performance, share progress, updates with stakeholderso Drive process simplification/improvement projectso Daily tracking of CQ, SP, OM & OF TATo Drive backlog improvementSLA & Escalation Managemento Focal Point for all operational escalations (L2O and O2C) o Manage with other functions and organizations to resolve cross BU issue and escalationsGlobal Outbound managemento Account Business Plan implementation - Participate & facilitate in ABP exercise & workshop. Drive & monitor execution of ABP key initiatives to meet business goalso Participate in Account business review to align forecast/funnel/performance plan. Provide guidance & update when/where in needo Develop account operational initiatives to improve operational effectiveness and efficiencieso Account operational/SLA/relationship/escalation managemento Customer setup to enable global operation - enable new subsidiary account/infrastructure as assigned Show less

  • Program Manager - Digital Transformation (Advanced Analytics & Artificial Intelligence)

    Oct 2023 - now

  • Program Manager - Strategy & Planning and Customer Experience Management

    Feb 2019 - Oct 2023

  • Account Operations Manager

    Oct 2014 - Jan 2019