Summary
Overview
Work History
Education
Skills
Personal Information
References
Hobbies and Interests
Achievements Certifications Projects
Skill Summary
Languages
References
Timeline
Generic
Jayakrishnan Krishnankutty

Jayakrishnan Krishnankutty

Cebu City

Summary

Professional with 18 years of diverse experience in delivery management, currently serving as Delivery Lead Senior Manager at Accenture Inc. Oversees a portfolio of Fortune 500 clients across various industries, managing approximately 800 FTEs in the US, Australia, Philippines, and India. Previously held the position of Senior Operations Manager at Convergys Philippines, leading over 1000 employees across five business lines. Expertise includes cross-functional customer and technical experience, digital transformation, and operational efficiency.

Overview

13
13
years of professional experience

Work History

Delivery Lead Senior Manager

Accenture
01.2025 - Current
  • Plan and work with the client and account team to create a future-looking strategy that is aligned with the client’s goals for digitization and technology adoption.
  • Maintain and grow the revenue and manage cost effectiveness of the projects in Cebu
  • Plan and execute location specific training, staff development, and effective employee relation/recognition programs.
  • Manage delivery to achieve Service Level Agreements; implement improvement plans as needed.
  • Ensure that the operations is in compliance with active contracts.
  • Partnering with Business Development to leverage and expand new business from client(s).
  • Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities.

Client Experience Lead- Microsoft Nuance

Accenture
01.2023 - 03.2024
  • Managed Operations of around 1500 FTE in 3 Locations (Cebu,Manila & Illocos)
  • Successfully collaborated and completed integration of Nuance employees in India to Accenture and helped in creating a global Accenture delivery culture.
  • Developed future-focused strategies aligned with client goals for digitization and technology adoption.
  • Maintained program profitability by managing revenue, margins, billing, seat utilization, and retention.
  • Ensured effective training, staff development, and employee recognition programs within the organization.
  • Selected, trained, and managed performance of direct reports while adhering to organizational policies.
  • Provided leadership to direct reports to ensure consistent application of company policies and corrective actions.
  • Analyzed Client Service Level Agreements and implemented improvement plans as necessary.
  • Oversaw compliance with active contracts while nurturing client relationships and satisfaction.
  • Collaborated with Business Development to identify and expand new business opportunities.

Sales Operations and Digital inside sales Tower lead

Accenture
09.2022 - 03.2023
  • Create the Sales operations & Digital Inside capability under in Phillipines as a seperate entity.
  • Worked with the Global Sales Operations team and the Digital Inside Sales team (Accenture acquired N3) to create standard sales collateral specific to the Philippines.
  • Collaborated with mobilization and set up the transition for the first sales operations deal with 156 FTEs in Manila for a Fortune 100 client.
  • Worked with Sourcing and Recruitment to Create the Job description for various roles for the capability including but not limited to Executive roles and Niche roles like Sales coach,Sales operations Manager.
  • Created a operations cadence with other delivery towers including Software and Platforms,Telco,Utlities to bring the various existing sales operations and digital inside sales functions together to share best practices and talent.

Philippines Tower lead- Network

Accenture
01.2020 - 12.2022
  • Managed 6 CMT (Communication,Media & Technology) accounts based out of Manila and Cebu as a tower lead.
  • Maintain and grow revenue of the tower, and was responsible for profitability and working with account teams to generate additional growth.
  • Additional responsibility taken up at this time was to create profitability improvement plan across other towers due to the exceptional results in network tower.

Global Client Experience Lead- Telstra

Accenture
01.2019 - 12.2022
  • Global Client Experience Delivery Lead for Telstra operations based out of five centers in India and the Philippines.
  • Managed enterprise activation and assurance, managed services, ITIL functions (change, problem, and capacity management).
  • Responsible and accountable for the profitability of the operations deals under the client.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Collaborated and led the Business Transformation team for multiple opportunities in improving customer experience and employee efficiency.

Senior Operations Manager

Convergys Philippines Services Private Ltd.
10.2016 - 10.2018
  • Company Overview: Convergys - Concentrix (India & Philippines)
  • Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention.
  • Ensures program has proficient training, staff development, and effective employee relation/recognition programs.
  • Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements.
  • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.
  • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
  • Ensure that the operations is in compliance with active contracts.
  • Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction.
  • Partnering with Business Development to leverage and expand new business from client(s).
  • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support as well as have regular one on one with functional heads like training, talent acquisition, Quality, WFM etc.
  • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
  • Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement.
  • Maintain relationships with strategic vendors in order to facilitate open communications, understand changing technologies and stay abreast of industry trends.
  • Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities.
  • Convergys - Concentrix (India & Philippines)

Manager, Operations

Convergys Philippines Services Private Ltd.
01.2014 - 10.2016
  • Analyze performance results and implement department improvements.
  • Plan for upcoming organizational needs and implement strategies in a proactive manner.
  • Analyze and maintain all Client Service Level Agreements.
  • Attending client business reviews on weekly and monthly basis.
  • Ensure department operates efficiently according to client and company measures.
  • Maintain understanding of client specific training.
  • Resolve escalated customer complaints.
  • Determine appropriate staff-mg levels and implement strategies to ensure the efficient Operation of the department.
  • Work with support departments to ensure staffing strategies are effectively executed.
  • Maximize revenue generated efficiency. Support long and short term financial projections.
  • Development, maintenance and testing of the project's business continuity plan.
  • Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization's policies and applicable legal requirements.

Sr. Team Leader - Operations

Convergys India Services Private Ltd.
10.2012 - 01.2014
  • Responsible to monitor, identify and resolve performance / behavior / attendance related issues using prescribed performance management techniques.
  • Responsible to Lead the team of Technical Engineers; motivate, develop and mentor them in a dynamically changing environment.
  • Conducted quarterly performance appraisals for the technical engineers.
  • Provide Subject matter expertise and also take triages for the team to improve performance.
  • Responsible for identifying Process Changes that will benefit team and programs Quality of Service.
  • Attend conference calls with Clients for Monthly Business Reviews and Process Improvements.
  • Communicated all process and client changes to direct reports within specific timeliness.
  • Effectively manage operation services including floor management, Transition Management and SLA compliance.
  • Effective team management through timely briefings, communications and developing a strong customer service ethic in team with high integrity standards.
  • Implementation of processes, programs & incentives plans that target motivation, retention and performance to increase the team's productivity, quality, operational efficiencies and excellence in performance.
  • Develop people through coaching, counseling, Training, team building, motivation and help the team members to build a good career path within the organization.

Education

BA - Functional English

M.P.M.M.S.N College
01.2006

Skills

  • Service delivery management
  • Client relationship management
  • Strategic planning and execution
  • P&L Management
  • Business development
  • Process improvement
  • Digital transformation
  • Operational excellence
  • Cross-functional team leadership

Personal Information

Marital Status: Married

References

Available on request

Hobbies and Interests

  • Scuba diving
  • Photography
  • Travelling
  • Reading
  • Sports

Achievements Certifications Projects

  • AList Award for the most Truly Human program in Philippines in Accenture for FY20
  • The noticeable achievements in my career would be the opportunity to be a part of successful Microsoft program launches in Bangalore and Cebu, Have been able to grow the business in Cebu from 175 to almost 1300 at its peak.
  • Being called upon as part of 'Tiger team' to provide Red hat support for multiple LOBs across the globe especially for chat and Email, Namely Web response Bangalore, Skype Manila, Cebu Windows and turning them around to stabilize and consolidate growth.
  • Best Team Leader for the Year 2011-2012 (Annual ACE 2011-2012.)
  • Best Team leader for Quarter 1 and Quarter 2 2011
  • Best Consult/Escalation agent for 11 consecutive months
  • Convergys C3 Certification essential for being a Coach.
  • Certified in Basic Lean and Integrated Six Sigma

Skill Summary

A thorough professional with 18 Years of broad experience currently associated with Accenture Inc designated as a Delivery Lead Senior Manager managing a portfolio of deals including industries such as Insurance, Communications, Media & Telecommunications, Utilities, Software & Platforms etc. Most of which are rated Fortune 500 and delivering services in with ~800 FTEs in US, Australia, Philippines & India. Was associated with Convergys Philippines Services Inc., designated as a Senior Operations Manager leading a headcount of 1000+ spread across 5 line of business. 12 years of broad experience with leading delivery for Microsoft in Voice, Chat, Online Forums and Email support channels. Major strengths include strong cross functional customer and technical experience within development, internal support, Digital transformation & contact reduction and external customer and supplier environments of the Market. A self-reliant individual, who is innovative, highly motivated, well organized and effective in driving success through people.

Languages

English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Malayalam
Native
Native

References

References available upon request.

Timeline

Delivery Lead Senior Manager

Accenture
01.2025 - Current

Client Experience Lead- Microsoft Nuance

Accenture
01.2023 - 03.2024

Sales Operations and Digital inside sales Tower lead

Accenture
09.2022 - 03.2023

Philippines Tower lead- Network

Accenture
01.2020 - 12.2022

Global Client Experience Lead- Telstra

Accenture
01.2019 - 12.2022

Senior Operations Manager

Convergys Philippines Services Private Ltd.
10.2016 - 10.2018

Manager, Operations

Convergys Philippines Services Private Ltd.
01.2014 - 10.2016

Sr. Team Leader - Operations

Convergys India Services Private Ltd.
10.2012 - 01.2014

BA - Functional English

M.P.M.M.S.N College

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Jayakrishnan Krishnankutty