1. Date:
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 KPI’s 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

2. Jobin Thomas
thomjoe85@gmail.com
+91 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 delivery
Motivational 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
Academics
• 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 2016
Key Profile:

3. • 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 making
Enterprise 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 fines
IBM India, Hyderabad - India
Manager – Operations ~ Dec 2012 – Jan 2015
Key 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 RCA’s 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 SLA’s, SLO’s and KPI’s 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.

4. • 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 2012
Key Profile:
• Backed up for the manager (QFLM) and managed operational functionality for a Service Desk during the latter’s
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
o Process Coach ~ May 2008 – Oct 2009
o Technical Support Specialist ~ Feb 2007 – Apr 2008
o Technical support Analyst ~ Apr 2006 – Jan 2007
Projects
• 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 Genpact
Accreditation
• Green Belt
• Yellow Belt
• CBQA
• ITIL V3
• 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

5. • Nationality : Indian
• Passport Details : J2928287 valid till 2020
~ References Available Upon Request ~

6. • Nationality : Indian
• Passport Details : J2928287 valid till 2020
~ References Available Upon Request ~