1. PHILIP SEQUEIRA
MOBILE : +919769927275 e – MAIL : sequeira.philip@gmail.com
SeekingseniormanagerialassignmentsinOperationsManagementwithanorganizationin Telecom/CustomerService
 Over8 yearsof experienceinOperationsManagement,HeadcountManagementand lookingaftercommercialsat
a cost centre level
 Extensive experience inProcessImprovementsthroughautomation,developingSOPsfora smoothfunctioningof
operations,conductreviewswithonshoreclients,reduce attritionandensure crosstrainingstohelpDRplansand
businesscontinuity
 Exposure incertificationprocess forCOPCandISO27001 and know how onaudit and compliance
 Activelyinvolvedin2major processmigrationsfrom O2(Telecomgiantin the UK) that involvedidentifyingrisks,
processmapping,compliance,trainingandaccessrightsthatalsoincludedtrainingandcertifyingIndiaadvisorsin
the UK
 Excellentleaderwithexposure tooptimizeresource,ensuringadequate availabilityof manpowerbasiscontracted
FTE
 Exposure toworkand co-ordinate withinternaldepartmentsonsmoothfunctioningof operations
 Holdsa distinctiononcreatingSOPSandTrainingModules
 Multi city andmulti diversityexposure toworkinthe UK anddifferentcitiesinIndia
OperationsManagement
 100% SLA's and CTQ's to be met
 Ensure adequate SupervisorCoverage andShiftPlanning
 Ensuringadequate availabilityof manpower basiscontractedFTE
 CrossTraining& Back Up Planning(DRPlan/ BCP)
 Conductbusinessreviewswiththe onshore client
 Ensure issuesare tackledpromptlyandresolvedorescalatedasappropriate
 Ensure ongoingeffective communication,bothroutineandneed-based,withthe client/processowners
 Initiate &Drive ProcessImprovement/YBT / Automation
 Ensure performance managementsystemsandmeasuresare inplace
 Reduce /ContainAttritionatall levels
 Provide Opportunitiesfortransparentandtwowaycommunication
Finance Operations
 Handledcommercialsof the costcenter,includedraisingof invoices,raisingof Posanddirectlycoordinatingwith
offshore andonshore accountsforP & L
 Ensuringadequate availabilityof manpowerbasiscontractedFTE
 Identifyareasof improvementthatwouldreduce costandhelpachieve higherefficiencygainswiththe helpof
automation
HR Management
 Closelyworkedwiththe HRrecruitingteamonhiringnumbersandmeetingmonthlytargets
 Identifyingcandidatesonthe basis of processrequirements
JOB OBJECTIVE
PROFILE SUMMARY
CORE COMPETENCIES

2. FidelityInformationServicesPvt. Ltd. Jan’03 – Feb’14
FIS (NYSE:FIS) isthe world’s largestglobal providerdedicatedto banking and payments technologies.FISservesmore
than 14,000 institutionsinover 100 countries employsmore than 33,000 people worldwide.
Sr. Manager Operations (Process Telefónica/O2) Apr 2013 – Feb’14
TelefónicaUKLimitedisa telecommunicationsandInternetservicesproviderinthe UnitedKingdomownedbyTelefónica.
It isthe second-largestmobile telecommunications providerinthe UnitedKingdomafterEELimited,andisheadquartered
inSlough
Role:
 Ensuringadequate availabilityof manpowerbasiscontractedFTE
 Ensure performance managementsystemsandmeasuresare inplace
 Reduce /ContainAttritionatall levels
 Co-ordinate withinternal departmentsonsmoothfunctioningof operations
 Conductreviewswiththe clientonweeklyandmonthlybasis
 Look at waysof automationinreportingandprovidinginsightstothe clients
Fidelity Information Services Pvt. Ltd. ManagerOperations(Process Telefónica/O2) Dec 2009 – Apr 2013
Role:
 100% SLA's and CTQ's to be met
 Ensure adequate SupervisorCoverage andShiftPlanning
 Ensuringadequate availabilityof manpower basiscontractedFTE
 CrossTraining& Back Up Planning(DRPlan/ BCP)
 Conductbusinessreviewswiththe onshore client
 Ensure issuesare tackledpromptlyandresolvedorescalatedasappropriate
 Ensure ongoingeffective communication,bothroutineandneed-based,withthe client/processowners
 Initiate &Drive ProcessImprovement/YBT / Automation
 Ensure performance managementsystemsandmeasuresare inplace
 Reduce /ContainAttritionatall levels
 Provide Opportunitiesfortransparentandtwowaycommunication
Fidelity Information Services Pvt. Ltd. TeamLeader(Process Telefónica/O2) Oct 2006 – Dec 2009
Role:
 60% of Team memberstobe above the team'saverage eachmonth
 Ensure optimal teamutilizationthroughcrosstraining(Optimal Utilization=90%).
 Weeklycallstobe arrangedand adheredto,withprocesscontacts
 Reportsto be generatedandsentout in a timelyandaccurate manner
 Identifyopportunities forautomationandFTEsavings
 ReductioninTransportation/Logisticscosts byplanningschedulesoptimally
 Attritiontobe containedat30%
 Ensure min.5 mandays of trainingperadvisorperyear
 Ensure relevance of trainingprogrammesforadvisors
 Ensure dailybriefingsandupdates toeachteam memberonall process/organizationrelatedissues
 Ensure participationinYBT Programme andcompletionof atleast1 YBT Project
Participationindomaintraining
 Participationincrossfunctional activitiestobroadenanddeepenknowledge of the OrganizationandIndustry
ORGANISATIONALEXPERIENCE

3. Fidelity Information Services Pvt. Ltd. TeamCoach(ProcessAT&T/TELUS) Oct 2005 – Dec 2006
AT&T Corp.,originallythe AmericanTelephoneandTelegraphCompany,isthe subsidiaryof AT&Tthat providesvoice,
video,data,andInternettelecommunicationsandprofessionalservicestobusinesses,consumers,andgovernment
agencies.
TELUS isa Canadiannational telecommunicationscompanythatprovidesawide range of telecommunicationsproducts
and servicesincludinginternetaccess,voice,entertainment,healthcare,video,andsatellite television.TELUSMobility,
offers CDMA 2000, IDEN,HSPA+, and LTE-basedmobile phone networks
Role:
 InvolvedinProcessImprovement
 Monitoringof callsand givingfeedbackinstantly(bothformal aswell asrandomevaluations)
 Side-Jackof newjoinersmakingsure theycatchup withthe processrequirement
 Checkingof SLA’sat all regularintervals
 Handlingof teams(4 teamswithan average of 15 agentsin eachteam) and makingsure to derive excellentquality
service while onproduction
 Attendingcall calibrationsatregularintervalswith the client
 Generate reportstoidentifyandgauge variousareasof improvement
 Share informationwithcolleaguesonvariousissuesof production
 Be a mentorand helpteammembersindifferentareasof concern
Accomplishments:
Telefónica / O2
 Was actively involvedincommercialsof the costcenter,includedraisingof invoices,raisingof Posanddirectly
coordinatingwithoffshoreandonshore accountsforP& L
 Was involvedinheadcountmanagement,closelyworkingwiththe HRrecruitingteamonhiringnumbersand
meetingmonthlytargets
 Workedcloselywiththe leadershipteaminthe UK forimplementingsoftskillstrainingandUKculture training
undera projectnamed“Service Style”,alsotravelledtothe UK forthe initial trainingconductedbyexternal UK
trainers
 Was activelyinvolvedin2majorprocessmigrationsfromUK
 Beento the UK on manyoccasionsto helpinthe migrationprocess
 Was involvedrightfromthe pre migrationprocessthatinvolvedidentifyingrisks,processmapping,compliance,
trainingandaccess rightsthat alsoincludedtrainingandcertifyingIndiaadvisorsinthe UK
 PostmigrationwasinvolvedinPRBcallswithkeystake holdersfromthe onshore projectandoperationsteamand
alsotrackedperformance of the offshore team
 Helpedinassistingthe onshore clienttoreduce dependenciesandidentifyrisks,aswasalsoactivelyinvolvedinday
to day operations
 ActivelyinvolvedincertificationprocessforCOPCandISO27001 andwas representingFIStothe UK client
 RepresentedFISforall compliance relatedprocessesthatincludedthe onshore compliance teamandworked
closelywiththe FISInformationSecurityteam
 Identifiedareasof improvementthatwouldreduce costandhelpachieve higherefficiencygainswiththe helpof
automation
 Mappedprocessesendtoendto identifyopportunitiestobridge processesthathelpedreduce TATandgain
maximumcustomersatisfaction
 Withthe helpof excel knowledge createdmacrosthatwill helpintrackingvolumesandproactivelylookatarrival
patternsand smartshifting
 Made the processnonpeople dependantbythe use of automation
 Conductedbusinessreviewswiththe onshore clientandsharedbestpracticesthatwill helpthe businessto
performbetter
 Was involvedincreatingawarenessof new guidelinesandprocessinformation

4. TELUS
 IndependentlyhandledtrainingbatchesforTELUS withthe helpof the Canadiantrainers
 Was a one pointof source to the entire floorintermsof ProcessUpdatesand coachingagentson howto handle
customerqueriesandprovide effectivecustomerservice
 Was alsoa part of a campaignrunby TELUS MobilityinOutboundsales
 Was alsoappreciatedforcreatingtrainingmodulesthatwillhelpinsellingskills
 Helpedincreatingaflexible and homelyworkenvironment
TransworksInformationPvt.Ltd. CustomerService Rep 2002 – 2003
DishnetDSLLimited Corporate AccountExecutive 2000 – 2001
DSS MOBILE COMMUNICATIONSLtd. CustomerCare Executive 1996 – 1998
 Attended“CustomerDelight”trainingprogramme inAhmedabad,Source Upgrade Management
 AttendedSolutionSellingProgramme,3day workshopconductedbyMercuri Goldmann
 White BelttrainingfromFISinQuality(Six Sigma)
 Firstand Thirdparty collectionsskillstraininginFISthroughtrainersfromthe US
 CBTL certification
 COPC& ISOtraining
 B’ComGraduate fromJiwaji Universitywitha1st Classdegree inthe yearApril’99
IT SKILLS : MS OFFICE, Windows and Internet Applications
Date of Birth : 07th
June 1976
Address: 101 B, Gautam Nagar,Dutta Mandir Road, Malad E, Mumbai – India
LanguagesKnown: English,Hindi, andMarathi
LocationPreference : Mumbai,Pune and Bangalore
PREVIOUS EXPERIENCE
TRAINING
EDUCATION
PERSONAL DETAILS