Paramesh Venugopal
Bohol
Summary
Experienced and effective professional bringing forth valuable industry experience in finance and telecom along with passion for management. Results oriented with a proven track record of improving overall operations within a company or department. Adept in analytical thinking, strategic planning, leadership, and the management of staff and procedures. Adept in all aspects of project management including planning, budget management, and coordinating all working parts of a project. Experienced in leading staff members and evaluating project progress to achieve results in a timely manner.
Overview
19
19
years of professional experience
Work History
Sr. Onboarding Co-Ordinator
Lavu
07.2024 - Current
- Led a team of onboarding coordinators and manage customer implementations end to end.
- Responsible for all communication between Lavu and the customer during the product onboarding process, from the close of the initial sale to go-live and handoff to Account Management.
- Develop, execute and lead a project plan specific to the client, ensuring deadlines are met
- Multi-task and manage a large portfolio of diverse merchants with different software and hardware requirements
- Understand business priorities and how to prioritize customers based on their stage in the process
- Advise on configurations and upsell customers on hardware and additional software
- Work closely with our Sales, Payments, Fulfillment and Account Management teams to help facilitate a seamless onboarding experience.
Associate Director - Digital Transformation
FIS Global Business Solutions
07.2022 - 07.2024
- Lead the development and implementation of a comprehensive digital transformation strategy that aligns with the organization's overall business goals and objectives
- Oversee the integration of new digital technologies across all departments, ensuring seamless operations and enhanced productivity
- Manage cross-functional teams in the design and execution of digital projects, ensuring timely delivery within budget
- Measure the impact of digital initiatives on customer experience and business performance, adjusting strategies as necessary to maximize results
- Exposure to agile methodologies, digital innovation practices, and a track record of successful digital project delivery
- Manage the entire work plan for the digital transition, provide weekly status reports, locate problems and control risks
- Establish and maintain communication with key customer decision-makers; lead and coordinate pursuit teams
- Identified plans and resources required to meet project goals and objectives.
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
- Designed processes and systems supporting business needs before, during and after transitions.
- Managed internal and external client-facing relationships through transitional periods.
Associate Director
FIS Global Business Solutions
11.2018 - 07.2022
- Developed and implemented performance metrics and reporting systems to track progress and ensure accountability
- Established partnerships with key stakeholders to ensure alignment between business objectives and customer needs
- Setup and managed a team of 800+ employees across 2 locations (Manila & Cebu) and provided mentorship to ensure professional development and growth
- Analyzed financial data to identify opportunities for cost savings and increased profitability
- Analyzed customer feedback and identified areas for improvement, resulting in an increase in customer retention
- Created and implemented a succession planning program to ensure continuity of leadership
Operations Manager
FIS Global Business Solutions
05.2016 - 10.2018
- Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
- Identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards
- Contributing information and analysis to organizational strategic plans and reviews
- Manage client relationships through governance reviews
- Identify opportunities for efficiency improvement
- Identify and resolve relevant operational risks and issues
- Review existing processes and drive team to continuous innovation and excellence
- Build and implements strategy to meet financial and quality objectives that support client and the company's Customer Care Solutions goals
- Nurtures client relationships and uncovers opportunities for additional client support.
Assistant Risk Manager
FIS Global Business Solutions
05.2015 - 04.2016
- Perform operational audits and process reviews in accordance with the Internal Audit Review Plan
- Ensure proper and adequate business processes, which are essential to the operations of the Group, are in place and recommend improvement to existing processes/procedures to line management
- Ensure operations conform to internal policies and external legal and regulatory requirements
- Prepare draft findings and make recommendations on how to improve existing processes/procedures
- Ensure all findings raised are well supported by evidence, discussed and communicated clearly to auditee and Senior Leadership
- Conduct follow-up review on the implementation status of the agreed audit recommendations
- Sound Knowledge of ISO 27001, 14001, 9001, PCI-DSS, BCMS & IMS standards
Team Leader Operations
FIS Global Business Solutions
02.2011 - 05.2015
- Handle a team with focus on customer service
- Is responsible for developing the team on process skills and other competencies
- Identifies training gaps, gives feedback, provides coaching, motivates members for high levels of performance and conducting performance reviews
- Use various forms of communication, conducts audits and check performance levels to achieve expectations on SLA parameters/production
- Communicated effectively with supervisors and other team members to ensure smooth operations
Team Member
FIS Global Business Solutions
06.2007 - 01.2011
- Customer Service Support for ADP (Automated Data Processing) payroll cards & American Express Prepaid Products.
Technical Support
Sutherland Global Services
02.2006 - 11.2006
- Technical Support (Phone) for Dell desktops & laptops.
Education
Commerce -
Vivek College of Commerce
03.2007
Skills
- Leadership
- Project Management
- Customer Service
- Teamwork
- Adaptability
- Communication Skills
- Cross-functional teamwork
- Performance tracking
- Recruitment
- Customer relationship management
- Workforce planning
- Staffing management
- Performance appraisal
Languages
English
Hindi
Tamil
Malayalam
Timeline
Sr. Onboarding Co-Ordinator
Lavu
07.2024 - Current
Associate Director - Digital Transformation
FIS Global Business Solutions
07.2022 - 07.2024
Associate Director
FIS Global Business Solutions
11.2018 - 07.2022
Operations Manager
FIS Global Business Solutions
05.2016 - 10.2018
Assistant Risk Manager
FIS Global Business Solutions
05.2015 - 04.2016
Team Leader Operations
FIS Global Business Solutions
02.2011 - 05.2015
Team Member
FIS Global Business Solutions
06.2007 - 01.2011
Technical Support
Sutherland Global Services
02.2006 - 11.2006
Commerce -
Vivek College of Commerce
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