Jobin Thomas - Resume - Final (1)

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To, Recruiter Dear Madam/Sir,

As a senior management professional with 10 years of experience in diverse roles in the ITES, BPO and Healthcare domain, I present herewith, my candidature to work with your company, in a Senior Managerial role and add value to the operations.

Distinguished winner of multiple awards for consistently enhancing client satisfaction & business generation by rendering qualitative service delivery across professional career, I was last associated as Operations Manager with Medstar Healthcare LLC, Dubai - UAE, involved in planning, implementation / evaluation of organization's programs and services aimed at rendering qualitative service delivery, generating awareness on organizational policies / procedures and statutory laws amongst team members for implementing the same in day to day business transactions. I was also involved in conducting monthly SWOT analysis across departments for effectively resolving issues with potential performance bottlenecks.

Throughout my professional career, I have gained significant exposure in enhancing profitability through utilization of business KPIs and performance management process, developing new business channels and highlighted improvement initiatives to the higher management to enhance revenue generation.

Enclosed herewith, you may find my resume, highlighting further on my skills, accomplishments and credentials including me being of the organizing committee conducting various programs for high ESAT such as I-grind, Family Connect, town halls etc. in one of my earlier assignments. At a professional meeting, we can discuss ways of our further association.

Sincere regards,

Jobin Thomas

Jobin Thomas 9880136286 Senior Management: Operations (ITES / BPO / KPO)Qualified senior management professional with 10 years of experience in diverse roles in the ITES / BPO domain. Demonstrated ability and winner of multiple awards for consistently enhancing client satisfaction & business generation by rendering qualitative service deliveryMotivational leader and mentor of multicultural and cross-functional teams with team management skills, adapting with agility to new environments and delivering consistently high levels of client satisfaction. Exploring challenging senior managerial assignments with a professionally managed organization

Expertise In

Strategy Planning & Implementation

Operations Excellence Resource Planning & Management

Team / People Leadership

Compliance Management Program / Project Management

Board Representation Quality Assurance Resource Optimization Continuous Service Improvement

Customer Service Delivery


MBA (Correspondence)(Operations & Marketing), ICFAI, Tripura (2009) B Com, MG University (2006)

Leadership Strengths & Highlights

Strategic Planning: Well versed in strategic decision making, business process engineering, quality assurance, change management. Maintain organizational effectiveness & efficiency by defining, delivering and supporting strategic plans for accomplishing business objectives

Operations Management: Proficient in development/ preparation of short-term & long-range plans as well as budgets based upon broad organization goals and objectives. Spearhead development/ installation of procedures and controls, to promote communication, adequate information flow to solidify management control and direction of the enterprise

Process Improvement: Evaluate existing processes and procedures for redundancy and design new processes to match market dynamics. Analyze critical customer issues for identifying trends and implement effective mitigation plans for minimizing business impact

Personal Attributes: Proven skills in managing teams to work in sync with the company set parameters & motivating them for achieving business and individual goals; Identifying specific talents and aspirations of employees and facilitating skill enhancement sessions enabling career growth for employees within the organization

Key Highlights

Recipient of Best Account Award consecutively for 2 years. Nominated as Best Account by GDF Team for successfully implementing lean and Six Sigma principles Bagged multiple appreciations from senior leadership on various deliverables and initiatives such as Drishti, PBA review, Metric improvement, Best Practices Sharing

Winner of BEST IN IBM part of Quality Assurance and Improvements for successfully streamlining and showcasing process improvements in critical accounts Certified mentor in the pilot batch of the mentor certification initiative by Quality team in IBM. Winner of Bronze Award for exhibiting exceptional customer centric values on calls & exceptional performance as a Process Coach Part of the organizing committee conducting various programs for high ESAT such as I-grind, Family Connect, town halls etc. in Genpact

Professional Experience

Medstar Healthcare LLC, Dubai - UAE

Operations Manager ~ Aug 2015 May 2016Key Profile: Highlighted critical internal / external issues with potential business impact to the Board of Directors for effective resolution

Prepared / implemented operational plans aligned to organizational strategic directives as well as new policies/ procedures, restructure existing policies to be submitted for board approval

Spearhead team efforts planning, implementation / evaluation of organization's programs and services aimed at rendering qualitative service delivery

Generated awareness on organizational policies / procedures and statutory laws amongst team members for implementing the same in day to day business transactions

Collaborated with various support teams in preparing project costs, estimates and defined pricing strategies for finalizing charges. Completed project associated work by effectively liaising with vendors and managed completion time with the use of Gantt chart Responsible for formulating and structuring KPIs for departments for effective performance evaluation and channelizing team goals to organizational goals Functioned as a point of contact between the Board, Chairman, CEO and staff as well as spokesperson for the organization

Assisted the board in managing official correspondences based on business/ operational requirements

Conducted monthly SWOT analysis across departments in identifying bottle necks, evaluating team performance, resolving issues and render productivity enhancement feedback. Analyzed & presented various status reports to the board highlighting organizational health to enable effective decision makingEnterprise Impact: Rated high for efficiently implementing projects and managing seamless operations leading to enhanced client satisfaction Key role in ensuring clean result for the center in Government audits (Health Regulation and Municipality) with no financial cost from finesIBM India, Hyderabad - India

Manager Operations ~ Dec 2012 Jan 2015Key Profile: Led a team of 65 members in the new transitioned account The Hartford (US Insurance company) designed to provide IT support to company employees Coordinated activities related to setting up service desk, defining & implementing contractual metrics (SLA) & (SLO-Service Level Objective) Managed on boarding of agents during mid stage of transition by closing out in bulk access on multiple platforms within limited time by reworking and standardizing the access process flow Maintained regular interaction with Clients, Customers, IBM PEs, DPEs, Global Competency Leaders for enhancing operational efficiency and client satisfaction

Highlighted performance bottlenecks with potential business & revenue impact (based on RCAs on Client Metrics (SLA/SLO) and internal Performance metrics (KPI)) to the senior management and other stakeholders for implementing effective remedial measures

Aligned resource to business volume for optimizing resource utilization and maintaining service levels. Highlighted critical outages to users to minimize impact on service levels

Defined & implemented lean practices & principles in the account for eliminating wastes and enhancing performance

Prepared control charts for the account on SLAs, SLOs and KPIs for evaluating weekly & monthly account performance Enhanced account performance by performing Value stream Mapping, Continual Improvements, Driving improvement projects within the account Focused on drafting, maintaining & submitting account related compliance documents based on vital functions of the account

Ensured compliance to audit parameters pertaining to day to day operations. Prepared & presented various status reports for the senior management and other stakeholders to enable effective decision making

Groomed & mentored team members in enhancing client satisfaction and business generation by effectively resolving issues and rendering qualitative service delivery

Enterprise Impact:

Designed EWS (Early Warning System) currently followed at geo level to track and alert potential attrition. Successfully moved the account from transition stage to BAU with improved performance and higher client/stakeholder confidence Presented the account to IBM GDF team at Geo Level on implementation and drove organization lean sigma principles with measurable improvements in financial & performance (which was well appreciated & acknowledged)Quality Analyst ~ Nov 2009 Nov 2012Key Profile: Backed up for the manager (QFLM) and managed operational functionality for a Service Desk during the latters absence

Performed PBA review for AG accounts to ensure compliance to PBA guidelines. Functioned as SPOC for details related to Drishti (Analytical tool) Followed up with various support teams in conducting Sensitivity Analysis for AT&T to enhance & sustain CSAT performance

Organized training for peers on correlation of CSAT, CSAT Prediction & QTM and sampling methodology

Developed reporting structure for tracking Quality Monits sheet for Web Support, template to capture invalid misroutes for AT&T as well as plans to minimize defects Conducted audits on Tickets/Calls to check on defects / non process compliance and rendered coaching & feedback sessions to team members. Identify opportunities for process improvements in terms of Metrics, Quality output, process flow by logging investigations and closing them with quantifiable and measurable improvements.

Enterprise Impact:

Acknowledged for consistently maintaining 60% of the team in top quartile. Functioned as SPOC for any data requirement and prepared monthly quality review. Efficiently led various improvement projects for the aligned account

Earlier Assignments

GENPACT, Hyderabad - India ~ Apr 2006 Oct 2009

Process Coach ~ May 2008 Oct 2009 Technical Support Specialist ~ Feb 2007 Apr 2008

Technical support Analyst ~ Apr 2006 Jan 2007Projects

Green Belt project to reduce repeat callers and improve customer satisfaction

CSAT improvement project implemented in AT&T SDK post which teams are consistently above the target of 88%

Reduction of ticket categorization defect percentage, reduction in defects by 21%

Analysis to reduce referral rate for the desk by 2% as well as analysis to reduce invalid tickets being sent to QC inbox Led the Focus Team Project to help improve the performance of bottom quartile identified in AT&T SDK. Team consistently achieving the targets on key metrics

Implement Business Impact Lean for a process (GE Water) on mistake proofing of IMAC cases in Genpact

Develop knowledge base in GenpactAccreditation

Green Belt

Yellow Belt



GDF(Lean) Boot Camp

World Facilitator Program (LCTW)

IT Services Leadership Skills

CLS Lean Training

CLS Coaching For Results

Communicative Skills

S2P Trainings

Multi Trainings

CLS Facilitation Skills

CLS Effective Time Management

Personal Details

Date of Birth: 20th September 1985 Languages known: English, Hindi, Malayalam and Tamil Nationality

: Indian Passport Details: J2928287 valid till 2020~ References Available Upon Request ~