Summary
Overview
Work history
Education
Skills
Websites
Certification
Accomplishments
Timeline
Generic

ABHILASH VINITHAN

United Kingdom

Summary

Versatile, achievement driven IT Professional with nearly 8 years of experience in Operations & HR Management. Expertise in monitoring the delivery of high-quality customer experience, elevating customer satisfaction while adhering to SLAs and work processes with effective resolution of escalations within turnaround time. Proficient in coaching and influencing teams at all levels to drive increased agility, velocity, predictably, innovation and quality. Proven demonstrated experience and drove all projects through aggressive project governance processes, developed relationships with business stakeholders and leadership team across geographies. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

8
8
years of professional experience
1
1
Certification

Work history

Team Leader - Service Delivery

INFOSYS BPM LTD
BENGALURU
04.2021 - 06.2023
  • Spearheaded diverse technical and customer service portfolios, encompassing voice, chat, email, and non-voice channels
  • Successfully achieved and often exceeded service delivery targets, thereby upholding contractual commitments
  • Cultivated robust relationships with key clients through data-driven metrics and continuous performance reviews, resulting in sustained high levels of client satisfaction and confidence
  • Oversaw both transactional and enterprise-level KPIs, leading to measurable improvement in customer satisfaction and a marked decrease in customer complaints
  • Implemented a range of employee engagement initiatives that not only enhanced team morale but also contributed to a tangible improvement in Employee Satisfaction(E-Sat) metrics
  • Pioneered process enhancements that elevated multiple high-risk projects from red/amber to green status through strategic risk mitigation and quality control measures
  • Championed two Yellow Belt and one Six Sigma Black Belt projects focused on productivity enhancement, resulting in streamlined operations and improved efficiency
  • Established quarterly knowledge-sharing platforms and best practice sessions, fostering a culture of continuous learning and improvement within the organization.

Subject Matter Expert

INFOSYS BPM LTD
BENGALURU
07.2018 - 04.2021
  • Designed and prepared technical reports, studies, and related documentation
  • Improved system performance by eliminating operational gaps and software/application bugs
  • Collaborated with management to identify and prioritize new development concepts
  • Conducted daily huddle covering performance and various other topics
  • Analyzed business problems, identifying root causes and developing robust solutions
  • Handling trainings and conducting brainstorm session
  • Identifying and Cross-skilling members to the latest tools and technologies
  • Worked closely with RPA developers in implementing BOTs
  • During Team leader absence, managed team roster and joined various client-call calibration
  • Collaborated across teams and Leadership to share information and co-ordinate on new ideas.

Senior Process Executive /Talent Acquisition Partner

07.2018 - 04.2021
  • Conducted end to end recruitment drives that involve planning, sourcing, screening, scheduling, coordination with hiring managers, deployment, HR discussions and ensuring quality of hiring yield
  • Had day to day interactions with hiring managers and key stakeholders to understand the business requirements at Micro-level
  • Participated in weekly/ monthly calls with hiring managers and stakeholders
  • Articulated and negotiated job offers with candidates-including the salary, benefits, bonuses, relocation, etc
  • Tracked hiring trends in the market to enhance competitiveness
  • Served as a Single point of contact for matters related to the recruits from the time of acceptance to the time of joining to generate better conversion ratios and applicant delights
  • Suggested improvements to existing systems to enhance operational effectiveness
  • Updated, prepared and maintained MIS data from various HR systems on the unit/geography/region level to facilitate easy decision making by key stakeholders
  • Handled post-offer follow-up and conducted Greet & Meet between business and prospective candidates for better joining ratio.

Human Resource Executive

01.2015 - 07.2018
  • Handled full cycle IT recruitment process on various requirements by understanding job requisition, sourcing, screening, interviewing, feedback and offers for technical, product engineering & executive roles across levels
  • Extensive experience in Stakeholder Management & Vendor Management
  • Recruited resources in various Oracle EBS & Cloud (Fusion) technical and functional requirements
  • Handled Campus Recruitment, talent mapping as per the business requirement
  • Well versed with HR Functionalities like the salary negotiation within the grid, releasing the offer letters, onboarding, reference checks, resource mapping & coordinate with concerned departments for raising necessary logins & required equipment's like laptop & goodies
  • Supported Business, HRBP & the IT team with various HR ops related work
  • Coordinated with the corporate HR & the company accounting team for any Accounting & Payment requirements
  • Handled insurance details of the new joiners
  • Introduced the resource to the team & assigning to the particular manager
  • Responsible to prepare SOW as per the company's & vendors request.

Education

Bachelor of Science - Physical Sciences

06.2014 -

Skills

  • Talent Assessment & Acquisition
  • Full-cycle scalable recruitment
  • Talent branding & management
  • Candidate Sourcing & Screening
  • Boolean Searches
  • Permanent & contract Staffing
  • Executive Recruiting
  • Offer Negotiations
  • Placement & Onboarding
  • Employee Relations
  • Candidate/Resource Mapping

Websites

Certification

  • Communications Domain T300 Program
  • A100 and A200 in Automations
  • Operations Management 4.0
  • Competency-Based Interviewing
  • Performance Management Training
  • Yellow Belt - Fundamentals of Data Analysis

Accomplishments

  • Zero Attrition Award for 3 quarters in FY2021, FY2022, and FY2023.
  • Excellent management in the transition of the "Qube Project."
  • Excellent management of the "Impress Team."
  • Excellent management of the Echat Failed Retest Team, FY2015.
  • Blue Ribbon Challenge Cup Award from BT (for improving overall efficiency in queues).
  • I-Star Award for 2 Consecutive Years (FY2015-2016 to 2016-2017).
  • Two Yellow Belt Projects in Escalation Reduction (FY2016 & 2017).
  • One Black Belt Project as a team member, May 2019.

Timeline

Team Leader - Service Delivery

INFOSYS BPM LTD
04.2021 - 06.2023

Subject Matter Expert

INFOSYS BPM LTD
07.2018 - 04.2021

Senior Process Executive /Talent Acquisition Partner

07.2018 - 04.2021

Human Resource Executive

01.2015 - 07.2018

Bachelor of Science - Physical Sciences

06.2014 -

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ABHILASH VINITHAN