Ravi Kiran Akella

Major Insurance and Lithography Giants — India, Netherlands, Ireland

Global Service Delivery Oversight :

• Directed service delivery across diverse regions (India, Netherlands, and Ireland), ensuring full adherence to SLAs and enhanced client satisfaction.
• Demonstrates strong knowledge of ITIL and SIAM models.
• Coordinated incident management and critical escalations, achieving zero downtime for major insurance clients during system outages.

Service Improvement Initiatives :

• Recognized and executed service enhancements that diminished response times by 20% , elevating overall client satisfaction scores by 15%.
• Addressed recurring P1 & P2 issues at Mission Critical Applications reducing from 200 to 2 per annum.

Process Optimization :

• Spearheaded Six Sigma transformation, minimizing manual effort by 98% and conserving over 1,800 person-hours annually.

Client Relationship Management :

• Served as primary liaison for senior stakeholders in global offices, fostering strategic discussions and nurturing positive client relationships in insurance and lithography sectors.

Cross-Cultural Team Leadership :

• Directed and coordinated cross-functional, multicultural teams across India, Netherlands, and Ireland, fostering collaboration and communication between time zones, while ensuring on-time delivery of high-quality services.
• Gold Mentor skilled at coaching junior SDMs and team for maximum performance

Incident & Escalation Management :

• Directed critical incidents and escalations effectively, ensuring minimal disruption to client operations while upholding strong reputation for reliability and responsiveness.
• Comply with SLAs outlined in contracts.
• Pinpoint root causes using 5Y methodology and implement sustainable solutions.
• Shift Left to command center teams with SOPs
• Maintains knowledgebase of lessons learned, best practices and troubleshooting steps.

Risk Management & Compliance :

• Supervised compliance and risk management processes in insurance industry, assuring alignment with regulatory mandates and client protocols throughout regions.

Contract Management :

• Led service contracts for major clients, overseeing scope changes, cost management, and contract renewals to ensure long-term partnerships.

Client Presentations & Reporting :

• Delivered regular status updates, performance reports, and strategy presentations to CX and senior executives at client organizations, ensuring clear communication of service health and ongoing initiatives.

Regulatory Knowledge :

• Comprehensive understanding of insurance industry's regulatory landscape and compliance obligations, particularly in Netherlands and Ireland, including GDPR and log retention.

Major Leader in Printing Technology - India, United States of America

• Resolved critical memory leaks, strengthening dependability of leading printer series achieving 220 pages per minute
• Collaborating on client's proprietary protocols driving print engines.
• Obtained accolades for efforts resulting in substantial multi-billion business success for client.
• Built strong software framework, optimizing overall system efficiency and transforming 5000 manual hours into 150 hours.
• Enhanced multi-threaded programmes to improve algorithms across fleet of printers in a more efficient and cost-effective manner..
• Oversight of vendor partnerships in various programmes involved

Major Insurance Giants — India, United Kingdom

• Designed and implemented reusable XML XSLT components that streamlined development workflows, cutting manual effort by 80%
• Conducted training sessions for client associates, boosting their proficiency and confidence in using new technologies.
• Achieved 25% reduction in project turnaround time, significantly enhancing client satisfaction.
• Worked closely with cross-functional teams to ensure project milestones were achieved on schedule and within budget.
• Directed cross-functional team in creating innovative software product.
• Trained new and junior staff in EJBs, XML, XSLT Technologies.