Vikram Reddi
LONDON
Summary
Senior Management professional in technology markets, highly skilled in business development, sales management, and customer relations. Collaborative leader with documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Leading cross-functional teams, P&L, key partner relationships, and large-scale customer initiatives to increase efficiency and revenue growth.
Overview
29
29
years of professional experience
Work History
Director – Key Account Management
Merit Data & Technology
08.2022 - Current
- Nurturing advocacy and strong relationships with stakeholders across the client base
- Assess customer requirements and develop automated tech solutions: Data Collection/Transformation(Web scrapping, APIs, ETL)
- Machine Learning driven output for clients in pharma, maritime and automotive sectors
- Sales forecasting, account-based marketing plans and outreach campaigns
- Contract negotiations and renewal pricing strategies
- Customer feedback management, and drive improvement plans
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Implemented business strategies, and effectively targeting new markets.
Head of Operations and Key Accounts
Merit Data & Technology
09.2017 - 08.2022
- Champion service delivery and customer-centric objectives across the company
- Drive revenue growth and strengthen customer relationships across platinum clients
- Leading HR and L&D
- Nurture a learning, coaching, and partnering workplace environment
- Champion cross-functional collaboration (Operations/HR/Finance/Transitions)
- Setting up a platform ecosystem at the core of the business
- Data & Tech platform (drive automation and technology)Client platform (create value and grow the business)
- Knowledge platform (harness assets and expertise)
- Collaboration and Production platform (innovation and efficiency)
Global Operations Manager
Hewlett Packard Enterprise
04.2016 - 08.2017
- Regional Head Chennai transaction hub supporting EMEA & Asia-Pacific (250+FTE)
- Led sales operations and enablement teams in country locations across Europe, the Middle East, and Africa (4 Regional Managers, 90 FTE)
- Stakeholder management across GTMs – Field Sales and Channel Partners, end-to-end ownership of ‘Quote to Cash’
- Customer experience metrics, service delivery targets, Debt Resolution, Contract Renewals, and Service Bundling
- Set up channel partner governance to identify gaps & opportunities to improve customer experience and scorecard results - TAT & Accuracy
- Project Lead – Business Continuity Planning and On-Shore Split Operations (Built 50% operational resilience)
- Led training initiatives
- Driving best practice sharing/innovation forum and training initiatives across a global team of regional managers
Assistant Vice President - Operations
RR Donnelley Global Outsourcing
07.2010 - 03.2016
- Span of control over 450 resources and 7 business lines
- Head Customer Service & Order Management Center for RRD
- Head Books, Catalog, Magazine & Retail business unit for RRD
- Head Labels & Forms business unit for RRD
- Developed the operations team to scale and capability (450FTE)
- Offshore business development strategy for the captive business
- Set up Pre-press service enhancements & continuous improvement strategies – (Resulting in 100%TAT for Pre-press operations)
Executive Manager - Service Excellence
Deloitte Consulting
09.2008 - 06.2010
- Led service excellence initiative to assess, up-skill, and reassess the workforce (5000 employees across Hyderabad & Mumbai)
- Integrating Communication Excellence labs with the region-wide service quality objectives
- Provide actionable insights and recommendations to the team by analyzing baseline data
- Manage partners/vendors and training deployment - ETS Princeton, YBM Korea, Pearsons Group, Vantage Labs
- Developing the operations team to scale and manage multi-location training assessments
General Manager - India Operations & Sales
RR Donnelley Publishing India
05.2006 - 08.2008
- Lead the India Operations & Sales teams and manage tier 1 and global customer accounts
- Ownership of P&L & YOY growth strategy, sales target USD$35million in 2007
- Set up RR Donnelley’s first printing facility in Chennai, India, a total of 170,000sq.ft
- Drive functional level KPIs for a team of 650 full-time employees
- Drive service delivery standards relating to customer requirements
- Vendor management and stabilization, supplier benchmarking, ISO & OSHAS
Manager Projects & Transitions
RR Donnelley Astron BPS
09.2004 - 05.2006
- Transition, migration, and implementation of processes in DTP, Voice, Offset print, Graphic Design, F&A services
- Successful transitions for leading clients, KPMG, BUPA, Moore Wallace, British Airways, Compass, Capital One, Bank of Ireland, and Experian
- Managing projects in line with PMP (US) and Prince 2 (UK) methodologies
Relationship Manager
RR Donnelley – OfficeTiger
05.2003 - 09.2004
- Lead and manage the Merrill Corporation joint venture with RRD-OfficeTiger
- Transition & implementation of Service lines; SEC filing, Composition/Graphic Design, DMS, and Edgar with a team of 350 FTEs
- End-to-end support of the outsourcing process from RFP to project delivery and post-delivery follow-ups
Operations Manager
Birla Global InfoTech Services Ltd
09.2001 - 05.2003
- Manage call center productivity and client deliverables with an FTE capacity of 150
- Client engagement for new initiatives and growth opportunities-key accounts (NKF Singapore Collections/Support Process, Westat Customer Support, Guardian Home Systems, Delphi Customer Support Service)
Resource Coordinator
SITEL Corporation
02.1996 - 03.2001
- Analyse & review campaign-specific data derived from PD (predictive dialler)
- Designed & organized staff work schedules with adherence to Occupational Health & Safety rules
- Manage reviews of staff seating allocations and call center capacity (325 seats)
- Support to Key Account Managers
- SITEL Corp “Best Customer Service Executive - 1998” award
- Exceeded campaign targets while working for multi clients: TAB, AAMI, American Express, Philips, TVSN, Optus - ISP, MMI, Citibank, and Telstra
Education
Executive MBA -
Chennai Business School
01.2016
Bachelor of Business Administration - undefined
The International University (TIU)
01.2001
Skills
- Sales and customer experience management
- Data Collection, Automation, Transformation
- Project Management
- Key Account Management
- Business Development
- Cross-Functional Team Management
- Vendor and supplier management
- Coaching Skills
Accomplishments
· Automated data collection and machine learning driven output for clients in pharmaceuticals, maritime and automotive sectors
· Led global teams for Hewlett Packard Enterprise Sales Operations - Field Sales & Channel Partners in Europe, the Middle East, and Africa (EMEA) and Asia-Pacific
· Head of Operations & Sales for RR Donnelley’s first print manufacturing facility in Chennai, India, with over USD$35m annual sales targets
· Implemented service excellence programs for Deloitte Consulting and RR Donnelley; customer deep dives and opportunity assessments to drive outcomes, account growth and transformations.
Summary
- Merit Data & Technology, London, UK, Director – Key Account Management, from August 2022
- Merit Data & Technology, Chennai, India, Head of Operations and Key Accounts, Sept 2017 to Aug 2022
- Hewlett Packard Enterprise, Chennai, India, Global Operations Manager, April 2016 to Aug 2017
- RR Donnelley - Global Outsourcing, Assistant Vice President - Operations, July 2010 to March 2016
- Deloitte Consulting, Executive Manager – Service Excellence, Sept 2008 to June 2010
- RR Donnelley - Publishing, Chennai, India, General Manager - India Operations & Sales, May 2006 to Aug 2008
- RR Donnelley - Astron, Manager Projects & Transitions, Sept 2004 to May 2006
- RR Donnelley - OfficeTiger, Relationship Manager, May 2003 to Sept 2004
- Birla Global Services, Operations Manager, Sept 2001 to May 2003
- SITEL Corporation, Australia, Resource Coordinator, February 1996 to March 2001
Professional references
Available on request
Timeline
Director – Key Account Management
Merit Data & Technology
08.2022 - Current
Head of Operations and Key Accounts
Merit Data & Technology
09.2017 - 08.2022
Global Operations Manager
Hewlett Packard Enterprise
04.2016 - 08.2017
Assistant Vice President - Operations
RR Donnelley Global Outsourcing
07.2010 - 03.2016
Executive Manager - Service Excellence
Deloitte Consulting
09.2008 - 06.2010
General Manager - India Operations & Sales
RR Donnelley Publishing India
05.2006 - 08.2008
Manager Projects & Transitions
RR Donnelley Astron BPS
09.2004 - 05.2006
Relationship Manager
RR Donnelley – OfficeTiger
05.2003 - 09.2004
Operations Manager
Birla Global InfoTech Services Ltd
09.2001 - 05.2003
Resource Coordinator
SITEL Corporation
02.1996 - 03.2001
Bachelor of Business Administration - undefined
The International University (TIU)
Executive MBA -
Chennai Business School
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