Deepa Cijo

Experience

• 

  HSBC

  Feb 2003 - Oct 2005

  Senior Customer Service Representative

  • Processed of mortgage applications for UK customers.• Processed Life and Home Insurance policies.• Interacted with customers and solicitors regarding mortgage queries.• Identified and escalated fraudulent cases.• Trained operators in the mortgage process.• Supported Asst. Manager in his daily activities like preparing MIS’, sending reports to the manager regarding each day’s targets, etc.• Promoted as auditor and later on as trainer within 4 months of joining.

• 

  Google

  Nov 2005 - now

  ■ Manage complex programs, identify and implement process improvements as a trustedbusiness partner for AUNZ, PH, TH, ID, VN markets based operations, and exercise businessand operational excellence to drive short term and long-term objectives e.g. manage PArequired changes regarding different workforce models, providing improvement suggestionsand tracking methods.■ Work with our internal stakeholders to define a global extended workforce plan andstrategy (including temporary workers, independent contractors, outsourcing, third partyservice delivery and other forms of non-permanent labor) to ensure that they comply with thecurrent Extended Workforce policies.■ Work closely with the broader xWS and cross functional community (GSRS, Procurement,FOOD, Facilities, Legal, EHS ) to ensure a strong and consistent "one" team approach throughissue resolution, strategy development, risk mitigation, project implementation, and streamliningoperations for all GOVOs.■ Influenced Product Area Senior leadership and secured commitment to implementAlphabet level program for reducing security risk exposure of outsourced work globally.■ Provide consultative support to Product areas on all things related to extended workforce- new engagements, xW models, supplier relationship, location strategy, policy and governance- ensuring that all the PAs are compliant with our policies.■Develop strong stakeholder partnerships with Google teams to ensure a robust understanding of the extended Workforce ecosystem across Google■Represent Google’s values and culture across all business areas and promote a positive work environment. Show less *Lead weekly meetings with the project team to ensure key initiatives are on track and maintain the project plan/all project documentation.*Partner with Operations leads to serve as a bridge between local stakeholder and vendor teams ensuring clear lines of communication, feedback, and a unified vision for Ads services.*Identify opportunities to streamline processes to address business needs. Re-engineer processes to improve efficiency and customer satisfaction and operationalize solutions in partnership with cross-functional stakeholders and vendor partners. Lead the delivery of processes with support from vendor partners.*Communicate risks and challenges to business stakeholders and present recommended solutions. Ensure that all processes are well-documented and training materials around processes are comprehensive and up to date.*Support partner transitions & consolidation of services for annual cost savings of 20%.*Collaboartingwith stakeholders across Google (Legal, Contracts, Policy, Process,Engineering) to ensure smooth running of operations & mitigating any risks.*Lead the team during COVID-19 pandemic for work from home planning for 900 workers across 6 countries navigating the ambiguity, following guidelines for each location while ensuring safety and well-being of all workers with minimal business disruption. Show less Ensuring smooth running of the Quality team for FTEs & vendors by headcount planning,launching key initiatives to maintain quality standards for all vendor teams, locations &languages, maintaining 95% quality calibration, training all new joiners & providing quarterlyupdates to senior management.● Launched the Workflow Adherence process to ensure compliance of all customercommunications in Google Ads working closely with the Legal team. Set up training for all FTEsand vendors globally and ensure that in the first 6 months of the launch we increasedcompliance from 45% to 70%.● Support the APAC Business Operations by looking at staffing availability, carving out 20%roles for markets where there is FTE shortages, running regular business reviews to identifysolutions to critical issues, interviewing for backfills & new headcounts, mentoring and rampingup the existing team members to take on new responsibilities.● Prioritize and deliver outstanding customer service, and troubleshoot and resolve issuesfor DoubleClick Platform by handling all incoming issue tickets. Filing bugs for sync issues -valid bug rate - 90%.● Training and mentoring the APAC team to respond to customer escalations within 1 hourand to provide priority support for customers to grow their revenue in APAC - providing acustomer-first experience. Show less • Handling all accounts in CPG, Auto & Government Verticals for South East Asia and APAC• Providing in-depth analysis on account performance and how to improve it• Help clients and agencies answer their queries relating to account performance, billing, account creation, login access, policy questions, new betas and so on.• Work closely with the Account Manager to decide what products & betas to pitch to the clients that will work well for them and help the client meet their objectives• Provide detailed post-campaign performance analysis so that the clients understand what’s worked well for them and use it for future campaigns• Training and mentoring clients, agencies as well as Nooglers on Google products.• Helped clients & agencies with the successful migration to Enhanced Campaigns. For P&G, ensured and monitored that all South East Asia accounts were restructured before they were migrated to Enhanced Campaigns in the stipulated time period.• Help with Opportunity Sizing for Search and Display for Joint Business Plans and for Quarterly Business Reviews with the clients.• Sending media plans to clients for sign off on what Google Products they will be running ads on and the total budget for the campaigns.• Category Insights for the top categories in CPG and Auto• Successfully helped Asia Pacific Breweries (Heineken Brand) implement and optimize their 1 Million Views Package on True View In-Stream. The campaign was so successful that the clients agreed to run more such campaigns for their other brands. Show less • Analyze and manage AdWords account for high spending clients. Some of the clients I worked on were P&G, Nestle, Kellogg’s, Johnson & Johnson, SONY, L’Oreal.• Identify sales opportunity for my portfolio and present opportunities to expand business online• Collaborate with my pod to strategize and provide necessary optimizations from time to time• Analyze reports extensively to identify spend potential and cover any gaps for my portfolio• Ensure quarterly targets are met by performing various optimizations at team level to identify more efficient procedures and opportunities• Mentor new hires and help them up-skill• Engage with pod and educate them about various reports, templates that helps in a faster TAT• Coordinate on projects that are high potential and has a sector level impact Show less • Thoroughly check ad content, quality and accuracy. • Approve or disapprove new and changed ad submissions based on policy guidelines. • Optimize advertisers' keyword lists and ads to maximize advertisers' Return on Investment. • Provide excellent customer service to Google's advertisers.• Support the advertisers who want to advertise through Google but are not much aware of the products or service offered to build up their accounts.• Being a Team Advisor and a Mentor and help the new inductees to improve efficiency and solve all their procedural doubts.• Respond to customer questions or concerns through emails. 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  • Partner Engagement Manager, Extended Workforce

    Aug 2022 - now

  • Global Vendor Operations Manager

    Feb 2020 - Jul 2022

  • Program Manager

    Oct 2015 - Jan 2020

  • Analytical Lead - Branding Sector

    Oct 2012 - Sept 2015

  • Account Planner

    Oct 2009 - Sept 2012

  • AdWords Associate

    Nov 2005 - Sept 2009