Ganesh Selvaraj

Experience

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  Sutherland Global Services

  Oct 2010 - Apr 2014

  Customer Service Manager

  Team management, business continuity plan, Maintaining and acheiving SL, Deriving team to acheive performance goals

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  HGS - Hinduja Global Solutions

  Apr 2014 - Jan 2019

  Managed an account 300+FTEs in operations with a dotted reporting of cross functions like quality, training and MIS.Been an integral part of Business Expansions from 30 to 300 + FTEs over a span of 3 years.Efficiently driven the program towards rewards by meeting client KPIs month on month and shown progress in Revenue Gross Margin% from negative margin to +28%.Worked on No Show and made changes in the Transport Cost resulted in improvement in GM% by 2%Efficiently handled the transition of employees from Mphasis to HGS without major impact of Attrition and Client Delivery Designed programs around daily rituals for enhancing customer experience entailing Morning Huddles, Coaching and Coach the Coach.Programs Proactive planning ofgrowth ofemployeesandmadethem readyresultingin increased home-grown leaders within the program.Worked on process improvement program resulting in improving FCR by ~14% and reduction in AHT~150 secs without impacting Quality, increased customer experienceEfficiently driven the program towards rewards by meeting client KPIs month on month and shown progress in Revenue Gross Margin% Proactive planning of growth of employees and made them ready resulting in increased home-grown leaders within the program. Show less

  • Deputy Manager

    Apr 2017 - Jan 2019

  • Assistant Manager Operations

    Apr 2014 - Apr 2017
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  JoulestoWatts Business Solutions Pvt Ltd

  Jan 2019 - Dec 2019

  Senior Operations Manager

  Responsible for managing a portfolio of 5 delivery centers in India with 300+ people horizontally in the organization.Streamlined process across all departments, defined SOPs across each process/department for seamless delivery Streamlined the MIS functions, derived various reports/dashboards to meet the quality standards.Worked on Tool Automation project resulting in making the tool robust so that all the information is fed into the system and derive analytics out of the reportAutomated the hiring process of internal recruitment team resulting in improved performance and 0 to 90 days’ tenure bracket from 70% non-performers to 30 % non-performersImproved productivity from ~+1 pts in 6 months of time with rigorous drive through performance data and continuous review mechanism Show less

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  Concentrix

  Dec 2019 - Mar 2022

  Head - Enterprise Support Operations

  Heading multiple commercial LOBs of Global Enterprise Support Operations - All the regions (APAC/EMEA/Americas) round the clockStreamlined KPI metrics, delivered consistent performance in short span of time resulted in account growthSuccessfully led the operations of niche and new crit sit LOBs well led to expansion of this business with a revenue increase of $810K revenue/annum and client confidence to explore similar critsit case management options in other lobs supported at CNX• Received multiple accolades from clients on the management and delivery skills in a span of 6 months’ time. • Streamlined compliance parameter in the process and moved from 96% to 99.7% in a span of 4 months. Show less

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  Wipro

  Mar 2022 - Jul 2022

  Sr Project Manager (Cluster Head)

  Responsible for managing Enterprise support for a cluster of Dell EMC Midrange products - UNITY, VNX, VNXe, Clarion End to end in terms of service delivery standpointMoved program to green scores in 3 months spans and out of PIPResponsible for managing P&L, Stakeholder Management, Client relationship etc.Responsible for managing large team working for meeting all key deliverables slo, CSAT and other delivery metrics.

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  Think and Learn Pvt. Ltd

  Jul 2022 - Nov 2023

  Assistant General Manager - Student Experience

  Heading Student Experience functions comprises of Product experts, Mentoring team and Hypercare TeamResponsible for managing PE (Product Experts - 0 to 60 days customer Journey), Mentoring (post PE Journey), Hypercare (post retention customer Journey), Engagement team (Referral Validation Team) and BTC team (Byjus Tuition Team L2 Support)Set up a team called Hypercare to take care of post retention customer journey to improve better customer handling, improve engagement, ROI etc. Improved Engagement aspects by 40% during the journey and issue resolution ageing to ~ 10 days from >30 days - Improved EMI payment of Hypercare customers from 70% to 95%Handling a team of Product Experts ( Initial 60 days Customer Journey) - take care of Onboarding, Shipment confirmation and Customer engagement | Improved Engagement from 75% to 90%Mentoring - Responsible for Support operations post PE journey in terms of engagement, Issue resolution, etc | Improved Engagement from 5% to 18% and activation from 17% to 45%Engagement Team - Referral Validation Team - Midstream team to validate the referrals generated by the upstream team (PE and mentors) and pass the validated leads for conduction - Improved Validation by 5%BTC Team - L2 support for in class and outclass issues of Byjus Tuition centreRenewals Upgrades - Effectively managed the renewals of the customers with the conduction % of 21% and generated revenue uptick of ~195Mn Show less

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  Movate

  Nov 2023 - now

  Director - Enterprise Delivery

  Leading a team of technical engineers providing enterprise product support to multiple OEMs in the enterprise technology space spreading across India, Columbia, Costa Rica, Mauritius, China and PolandP&L responsibility and end to end key performance deliverable responsibility from service delivery standpointLiasing with Solutions team for new deals Innovate and better usage of AI tools to reduce cost/improve customer experience