Shiju Emmanuel

• Managing a Banking and Retail Portfolio with a revenue share of $30 Million
• Providing strong, dynamic leadership that mentors, develops, and guides team of managers
• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance
• Drive business and interfaces with the clients with respect to reviews, reports and escalations.
• Coordinating the ongoing training and development of staff so their individual and collective performance is of the required standards
• Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction
• Maintain P & L and ensure cost effectiveness
• Established policies and procedures that improved operational efficiency within the organization.
• Maintained compliance with industry regulations by implementing risk mitigation measures and maintaining accurate documentation.
• Developed and maintained strong relationships with clients, resulting in increased business opportunities.
• Enhanced team productivity by providing training and mentorship to junior staff members.
• Promoted and led performance enhancement culture by actively coaching and mentoring direct reports.
• Led initiatives focused on employee engagement, resulting in higher retention rates and improved workplace morale.

Records of achievements

• Increased revenue from $12.5 Million in FY'22 to $30 Million in FY'23
• Secured a Ramp of 500 plus FTE's
• Addition of 8 new LOB's within the existing portfolio
• Worked on Ideation process to showcase cost saving to the client and improving Agent and Customer satisfaction
• Successfully completed two Peak season by adding 600 plus FTE's to support client with Peak volumes
• Steered the Gen ai implementation into Training for improving Speed to proficiency program
• Standardized Quality process for all LOB's for TL's and Managers
• Lowest Attrition at 3.2% for a Financial Year
• Awarded Top site in the client network for 2 consecutive years
• Successfully managed change within the organization, ensuring smooth transitions during periods of restructuring or process improvements.

• The solution leader from the start to finish (Request for Proposal to implementation) of a solution architecture: identify requirements, shape the solution, determine costs and potentially uncover incremental client needs to satisfy business requirements for a MPS Client
• Work in close collaboration with sales, bid management and service delivery, internal and external partners
• Ensure design is appropriately represented in all elements of contractual agreements; (solution design documents/diagrams, business case, SOW, Master Agreements, CPAs, etc.)
• In concert with sales, develop the Statement of Work (SOW) to ensure that all solution design principles are within the SOW document. Ensure that assumptions, dependencies, responsibilities, rate and pace of transition/transformation and any other contractual terms to ensure that company and the client's best interests are preserved.
• Accountable for the end-to-end solution, which includes people /process/technology and considers operating elements to meet client outcomes and maximize adoption.
• Worked with customers or prospective customers to develop integrated solutions and lead detailed architectural dialogues to facilitate delivery of comprehensive solution.

Records of achievements

• Worked on a Workflow Project to better capture Solution Architect Project checklist tasks and completion tracker
• 100% Renewal rate

• Create strategic solutions that differentiate and go beyond pure play call center solutions supporting over 160 global locations for prospects and clients
• Develops alternative pricing strategies including inducements, champion/challenger, pilots and long-term contracts
• Knowledge of internal and external technology innovations available. Technologies include social media/CRM, gamification, speech and text analytics, multi-channel CRM, virtual hold, IVR, SMS, text, email/chat and mobile app
• Work closely with the Financial analyst/managers in creating the financial model
• Work with Delivery Services Directors to define overall recruiting needs and expertise in solution area
• Partner with IT architecture team in developing an IT framework that aligns with the business plan.
• Provide architectural oversight of projects; ensure requirements are in alignment with business strategies and business architecture roadmap/framework.
• Conduct analysis to determine best path for solving business problems/opportunities through process improvement, systems enhancement, user training, and/or software procurement.
• Partner with Global WFM team to develop the staffing requirements
• Document the proposed solution to be included in the RFP response
• Tracking and creating reports of renewal and new logo deals

Records of achievements

• Generated more than $50 Million in Revenue with wining solutions for New logo clients
• Renewal rate of more than 98%
• Created a ramp plan model in the Solution document for the Financial Analyst to have a better understanding of the FTE and staffing requirement month on month to forecast an accurate Revenue rate
• Re-engineered the Solution document for Solution Architects to help ease the flow of information into the Financial model

• Responsible for the management of multiple client accounts.
• Responsible for all client communications, conflict resolution and compliance on all client deliverables.
• Maintained weekly/monthly productivity reports and consulted with each client to achieve performance goals and maximize revenue and profitability.
• Ensure all processes and procedures are completed, quality standards are met and the projects are profitable
• Attrition management and hiring process
• Build and maintain effective long-term relationships with key members of the client team

Records of achievements

• Successfully created and delivered a Call Monitoring Program that increased the amount of leads generated by 30% for the Outbound Telemarketing Agents.
• Developed and implemented process and/or operational improvements to enhance efficiency and effectiveness of operations.
• Hired and trained new management as the company grew in size

• Manage client relationship and contractual compliance
• Reviews and analyzes monthly P&L reports and holds discussions with P&L management regarding forecasting, budget versus actual, short-term forecasts, etc.
• Play a key role in contract negotiations and business growth plans
• Participate on client / GEO calls
• Analyze operational and service management metrics and reports.
• Career development activities for team members including Performance Management and Training.
• Attrition management and hiring process.
• Process control, Continuous development and audits for the portfolio.
• Management reporting on weekly/monthly on Quality, Portfolio Performance & Customer behavior Analysis
• Lead, motivate, develop and appraise team members

Records of achievements

• Participated in a green belt project on improving seat utilization
• Managed a retail program which was the ranked No#1 in Sales and Quality for 11 months
• Managed a financial program which was ranked No#1 for Compliance and CST for 14 months
• Performance Excellence Award for the year 2005-2006
• Leadership Excellence Award for the year 2006-2007