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Jithin Jacob -Resume Ver 1.2


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Jithin Jacob -Resume Ver 1.2

  1. 1. JITHIN JACOB MAROTTIKAL C5/15/2:4, Tulsi Niwas Apts. Sector-5, C.B.D - Belapur, Navi Mumbai – 400614. Mob: +91 9833617987. E-mail: Seeking managerial assignments in Operations management / transitions & service delivery / client relationship management / process restructuring & project management with a growth oriented organization. PROFESSIONAL SYNOPSIS • PRINCE-2 certified (APMG International) in project management, result oriented professional with over 12 years of experience in both international & domestic operations management, customer service, client & vendor relationship management, service delivery in telesales / telemarketing channels, projects & process improvements in telecom / broadband & insurance domains. • Possess a clear understanding of the industry / technology & market trends with distinction of instituting quality control techniques to achieve business revenue at the lowest overall cost. • An effective communicator with excellent written & verbal communications abilities & strong analytical, problem solving & organizational abilities. • Enterprising leader with deep process & change management acumen; having seamlessly led diverse teams across different functions on a large scale. CORE COMPETENCIES • Customer relationship management. • Strategic business planning & solutions • Data & business need analysis • Customer service / Sales & service delivery • Contractual obligations & risk management • Revenue analysis / P&L management • Dialer management (Avaya / Genesys / Aspect) • Projects / Process transitions & migration • Productivity & process improvement CAREER PROGRESSION  IBM GLOBAL PROCESS SERVICES – (CONCENTRIX): Since May’13 Delivery Manager – Operations (Orange –British Telecom / HDFC Life) Key Result Areas: Page 1 of 3
  2. 2. • Responsible for continuous process improvement to minimize variability & maximize profitability & revenue generation for the account. • Augmenting business in collections campaigns, improving customer retention & persistency of new business. • Managing internal & external stakeholders on daily deliverables, glide path & core deliverables. • Achieve & exceed SLA’s defined by the client & ensuring compliance of standard operating process. • Responsible for client management, negotiation, SLA base-lining, SOW & process management. • Managing different functions (Training / Quality / WFM) to work in sync with the corporate set parameters & motivating them for achieving business objectives & individual goals. • Providing daily direction & strategic inputs & monitor LOB level work allocation. • P&L management of the account by identifying & improving operational efficacy. • Effective managing of high pressure, dynamic situation with large degree of autonomy. • Providing way ahead & assistance to senior management in the planning, implementation, evaluation/modification of existing operations, systems & procedures. • Attrition management & capacity planning basis business requirement. • Performing change management & ensuring quality compliance by implementing control points. Noteworthy Accomplishments: •• Bolstered persistency YTD target achievement @ collection improvement by 8% for HDFC Life. •• Augmented Collection / FTE with benefit payback of INR 1.90 Cr to HDFC Life for FY’13-14. •• Lean Six Sigma Yellow Belt project on HDFC Life’s persistency collection improvement.  SERCO- INTELENET GLOBAL SERVICES : Aug’10 – May’13 Manager – Operations (Etisalat Telecom / IDEA & MTS) Key Result Areas: • Overall responsibility of managing & implementation of the business strategy while coordinating & closely working with senior management & clients to ensure process derivatives are met. • Design, develop & monitor business performance metrics as defined in scope of work. • Identifying opportunities in mode of operandi & bring about process improvement to decrease cost & enhance service levels. • Capacity management & planning effective cost optimization methods for the process. Page 2 of 3
  3. 3. • Campaign analysis & management of Dialer (Avaya / Aspect / Cosmo-com). • Effective transition of new projects & ensuring stability of the process within the Beta- phase.  BHARTI AXA LIFE INSURANCE: Aug’08 – May’10 Center Manager – Telesales / Telemarketing / Corporate Business Key Result Areas: • Directing performance & management of outsourced process at contact centers to achieve business objective, direct delivery & revenue. • Upgrading existing business & identifying scope of projects with new vendors. • Tracking revenue generation & profitability of the process outsourced in terms of cost of acquisition. • Vendor management, negotiations & delegations of new business plans & targets with outsourced contact centers. • Internal auditing in consensus to compliance standards to ensure consistency & accuracy of standard operational procedures designed as per the Master Service Agreement. • Preparing detailed plan of actions that translates contractual obligations of outsourced process. • Focusing on productivity using measurable & quantifiable criteria / parameters / assurance policies & also on quality of people rendering the same. Noteworthy Accomplishments: •• Holds the merit of pilot heading the FOS module as Telemarketing manager for Campaign management team (West). •• Credited for successfully inducting the Corporate business module for the organization in Jan’09. PREVIOUS EXPERIENCE  AEGIS BPO SERVICES June’07- Aug’08 Assistant Manager – Operations (HDFC Life / Tata AIG / TTK healthcare) Sr.Team Leader – (HDFC Life / Fullerton / SMC)  SPARSH INTELENET BPO SERVICES May’06 – June ‘07 Team leader – Operations (HDFC Life / ICICI Prudential)  WIPRO BPO SOLUTIONS Apr’04 – Aug’05 Customer Service Associate – (United Health Group Insurance) Page 3 of 3
  4. 4. ACADEMIC HIGHLIGHTS & CERTIFICATIONS • PRINCE-2 Practitioner: Certification (03976489-01-F8MN) from APMG International in project management. • Bachelor of Science in Chemistry (specialized in Drugs / Dyes) from Mumbai University-Mar’04 • Credit transferred to EIILM University for TY.BSc from Mumbai University – June’12. TECHNICAL SKILLS Packages : MS Office, Open Office, FoxPro, HTML Basics & Tally 5.0 Operating Systems : Windows- 95/98/2000/XP/8, Linux – Version Ubuntu PERSONAL SNIPPETS Date of Birth : 30th Jan’83 Marital Status : Married Languages : English, Hindi, Malayalam, Marathi, Tamil. Passport No : G3360991 Page 4 of 3