Idhayan Inbam
Metro Manila
Summary
A seasoned Director of Operations at Sutherland Global Service, I excel in strategic planning and execution, driving operational efficiency and revenue growth. My leadership fostered a culture of continuous improvement and customer satisfaction, achieving significant savings through process optimization. Skilled in data analysis and customer relations, I've led teams to exceed corporate goals, demonstrating exceptional P&L management and interpersonal abilities.
Overview
21
21
years of professional experience
Work History
Director of Operations
Sutherland Global Service
Manila, Metro Manila, Philippines
01.2017 - Current
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Monitored budget and utilized operational resources.
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Defined, implemented, and revised operational policies and guidelines.
- Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
- Mentored and coached team members to foster productive and engaging work environment.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Identified opportunities for cost reduction and process improvement, implementing changes that resulted in significant savings.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
- Delivered exceptional customer experiences by implementing strategies focused on meeting evolving needs and expectations.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Improved operational efficiency by streamlining processes and implementing innovative solutions.
- Enhanced employee engagement by developing training programs, fostering a collaborative culture, and promoting professional development opportunities.
- Implemented data-driven decision-making processes to enhance operational performance and achieve targets.
- Promoted a culture of safety within the organization by enforcing compliance with established regulations, policies, procedures, as well as conducting regular auditschecks.
- Established and monitored quality assurance standards to achieve operational excellence.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Led cross-functional teams for successful completion of projects, resulting in increased productivity.
- Drove revenue growth through the identification of new market opportunities and the expansion of existing products/services offerings.
- Spearheaded change management initiatives that facilitated organizational transformations while minimizing disruption to ongoing operations.
- Contributed to talent acquisition efforts by participating in recruitment activities, identifying top candidates and facilitating smooth onboarding processes.
- Mitigated risks by developing comprehensive contingency plans that ensured business continuity during unforeseen events or challenges.
- Drove company's expansion into new markets by developing and executing comprehensive operational strategy that addressed local regulatory and market challenges.
- Streamlined communication channels within organization, implementing comprehensive internal communication platform that facilitated real-time information sharing.
- Achieved operational excellence by continuously evaluating and refining processes, employing data analytics to inform decision-making and identify areas for improvement.
- Oversaw successful implementation of new ERP system, ensuring smooth transition and minimal disruption to business operations.
- Launched successful initiative to automate repetitive tasks, freeing up staff to focus on strategic projects and value-added activities.
Sales Manager
Thermax Venture - First Energy Pvt Ltd
Bangalore
04.2014 - 12.2016
Sales Operations Specialist
Nike India Pvt Ltd
Bangalore
06.2010 - 09.2013
Assistant Manager of Operations
Infosys BPM
Bangalore
01.2007 - 05.2009
- Managed daily operations, delegating tasks appropriately to ensure smooth functioning of the facility.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Coordinated with General Manager in different operational issues and promotional activities.
- Mentored new hires, guiding them through their roles while providing ongoing support for professional growth opportunities.
- Boosted customer satisfaction by addressing inquiries promptly and resolving issues effectively.
- Enhanced employee productivity through regular training sessions and performance evaluations.
- Conducted regular staff meetings to foster open communication, teamwork, and feedback exchange among team members.
- Streamlined operations by implementing efficient workflow processes and procedures.
Team Leader
24 7 Customer
Bangalore
11.2003 - 12.2006
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Education
Bachelor of Arts - English Literature
The American College
06-1997
Skills
- Operational efficiency
- Strategic planning and execution
- Process improvement
- Customer service management
- Performance improvements
- Customer relations
- Data analysis
- Budget development
- P&L management
- Revenue growth
Timeline
Director of Operations
Sutherland Global Service
01.2017 - Current
Sales Manager
Thermax Venture - First Energy Pvt Ltd
04.2014 - 12.2016
Sales Operations Specialist
Nike India Pvt Ltd
06.2010 - 09.2013
Assistant Manager of Operations
Infosys BPM
01.2007 - 05.2009
Team Leader
24 7 Customer
11.2003 - 12.2006
Bachelor of Arts - English Literature
The American College