Highlights:

Skills:

SMB & Consumer Operations Manager 11/2010 - current
Hewlett Packard, , Singapore
• Proficiently set up and deployed a multi-site Sales operations team, supporting Operations for Consumer and SMB Sales team for PSG supporting clients in China, Australia, Malaysia, Singapore, Hong Kong, India & Korea. Business Supported US$500M p.a
• Structure annual operational budget and implement control measures to contain expenses within defined limits. • Dexterously design & conduct customized training programs and ensure that training & development initiatives are aligned with the organizational goals/culture by utilizing contemporary pedagogy, learning tools & methodology. • Build a cohesive team spirit throughout the company by designing a program that recognizes competing management objectives, create common goals, and provide measurement incentives. • Define business mission and performance standards across all functional areas and periodically review performance with deft application of concurrent management audit procedures. • Manage administrative functions such as recruitment, interviewing, appraisals, promotions, training, time and billing, termination, etc.--
Operations Manager-SEAT Direct Operations 07/2008 - 11/2010
Hewlett Packard, singapore, Singapore
• Worked with Sales, team to improve order processing time from 4.1 days to 1.2 days • Improved Turnaround time of project order billing with enhanced process, saving in excess of US$5M per month and reduced inventory levels. • Worked with all Sub regions in APJ to ensure Compliance on Order acceptance and Revenue recognition policies as per HP (GAAP) guidelines
• Ensured better business operations and provided consistency in delivering service and excelled benchmarked service levels across South East Asia and Taiwan (annual rev supported US$300 M) • Efficiently established coordination function between the various functional departments (operational/process controls), customer service department and the clients itself. Acted as an intermediary between the clients to help run the process smoothly. • Managed directly and with tight linkages with Supply chain, Credit and Collections, factory – entire Quote to Cash Operations for the Direct Route to Market. • Played a key role in achieving operational excellence and ensuring adherence to optimum quality standards--
Operations Manager, India Direct Operations 02/2007 - 07/2008
Hewlett Packard, Delhi, India
• Successfully recruited and increased the Operations support team from 35 to 113 during my tenure • Instrumental in setup of 7 regional self sustained regional support structure across India • Working with Sales, Supply chain, Credit and collections and other support functions to improve key customer metrics like: Order to Delivery from40 days to 18 days and Sales Order Processing from 12 days to 2 days.
• Accountable for stabilizing new processes for smooth operations and taking process improvement initiatives to achieve maximum efficiency in various operations. • Key player in analysis, development and implementation of strategic business plans & policies, ensuring organizational growth, targeting maximum profitability & cost effectiveness. • Assure observance of the process essentials and capture/isolate bottlenecks for smooth working of the processes. • Overall responsible for key deliverables of the India Growth plan (Customer to Cash) - key areas / stakeholders include - Sales, manufacturing , finance, Logistics, Supply Chain and end Customers--
Program Manager Operations, Singapore 07/2004 - 04/2007
Hewlett Packard, , Singapore
• Supported fulfillment programs for Internal IT Support. • Crafted response plans to meet the customer's expectations in terms of SLA levels, Business continuity Design , testing and implementations across APJ • Led cross-functional teams and managed multiple projects with competing priorities simultaneously.
• Managed the smooth transition of the South Pacific Direct Order Management Team from Australia and New Zealand resulting in a saving of USD 3.2 million per year and a 37% improvement of the key order delivery metrics. • Played an active role as a member of the cross-functional team responsible for the implementation / relocation of HPs Japan Contact Centre from Tokyo to Fukuoka. • Implemented and commissioned an HP Contact Centre at Seoul, South Korea within 80 days from approval to ‘Go Live’ netting a saving of over USD 1.5 million per year and increased revenue of USD 50 million per year. • Key member of the team involved with CRM deployment within the Asia Pacific / Japan region to a WW standard of Siebel 7.5.--
Operations Manager 11/2002 - 06/2004
Hewlett Packard, Kuala Lumpur, Malaysia
• Successfully led consolidation of Compaq and HP Sales Contact Centres across Asia pacific (9 countries) to 1 Site In Malaysia with a team of 20+ members • Launched Six Sigma initiatives to drive improvement in the Hub and program managed 2 initiatives with savings of USD 2.4 million for the company.
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Senior Operations Manager 02/2001 - 11/2002
Wipro, Delhi, India
•Proficiently supported 35K service requests /day, with P&L responsibility for the customer account. •Attained customer satisfaction and FTR (first time resolution) customer targets in the first 3 months of process go – live (fastest ever as per customer) while maintaining service levels and team morale •Achieved COPC (Coordinator for Process Level Certification) within 3 months of the roll out of COPC for the Process.
• Primarily responsible for Service Delivery covering Helpdesk Management, Talent Management, SLA Management & Service Deliverables, MIS Management, Revenue Management, Transition & Contract Management. • Managed the initial transition and operations thereafter for two Level 1 Help Desk projects (including customer care and billing) for the largest PC manufacturer in the world and the largest ISP in the US. • Ensured compliance to SLA and timely notifications are sent to client and managers, and they are kept updated with the progress on the activities in the team. • Performed resource capacity planning and presenting necessary reports to management. • Ensured the technical knowledge of the team is updated and timely refreshed. • Developed a team environment that ensures that all team members perform at a consistently level & plan to make sure to utilize individual competency of each team member • Successfully handled management of the operations related to Knowledge Process Management and service delivery, quality assurance, client management, training, and `Turn around Time’ related functions • Accountable for preparing reliable MIS Reports on daily weekly and monthly basis • Created dashboards to report performance levels • Developed a team environment that ensures that all team members perform at a consistently level & plan to make sure to utilize individual competency for achieving operational requirements--
Operations Manager 01/2000 - 02/2001
GE Capital, , United States
•Managed 15K calls per 24 hour shifts with daily transaction business of US$25 M, within SLA and key deliverable metrics •Supported L1 and L2, 5K service request, from application issues to Password Reset • Managed relationship & expectation of clients during the course of the project and ensured seamless execution till successful handover to delivery • Acting as a mentor and developing/training and supporting all associates/ Team Members • Defined the SLA between GE Card Services and GE Capital International Services
Involved in planning and managing the transition of project for End Customer Level 1 Support Desk for GE card Services-North America and ensured that a project meets quality & cost benchmarks--

Delhi University 04/1990 - 04/1993
, , India
Degree: Bachelor's Degree
Major:Business
Bachelors Degree from Delhi university

Rakesh Varma Operations