Subaschandrabose Thananjeyan
19040 70 Avenue, Surrey, BC ,BC
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
15
15
years of professional experience
Work History
Senior Operations Manager
Future Ceylon
09.2022 - 05.2024
- Oversaw workforce management planning, volume predictions and capacity planning.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
- Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
- Provided leadership for continual management and employee training initiatives.
Customer Relations Manager
Sumathi Holdings
01.2022 - 09.2022
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
- Liaised between customers and organization with particular focus on working with sales department.
- Managed customer relations on ongoing basis to maximize customer retention.
Manager Operations
Scicom Lanka Pvt Ltd
01.2020 - 01.2022
- Simultaneously Managed The Contact Center Of Call Centers For Hospitality , Banking , Telecom, FMCG , Gaming , Transportation , Automotive With Over 120 Employees From Different Social And Cultural Backgrounds
- Converted Call Centers To Contact Centers By Extending The Channels Of Service Provision To Outbound, Chat, Social Media, And Back Office Functions
- Converted Call Center Perception Of Being A Cost Center To A Revenue Generating Center
- Generated Leads and Prospect Sales through Cross-Selling, Up-Selling and Tele-Sales Activities to Achieve Over 100% Cost Recovery on the Center
- Overlooked L&D, QA & Ce And MS Departments Assigned To The Specific Operations Managed
Assistant Manager Operations
Scicom Lanka Pvt Ltd
01.2019 - 01.2020
- Acting Manager – Operations for the contact center of Banking, Telecom, Transportation & Automotive
- Managed daily staff scheduling, ensuring optimal coverage during peak hours while minimizing labor costs.
- Handled escalated customer complaints effectively by resolving issues while maintaining strong client relationships throughout the process.
Specialist Learning & Development
Scicom Lanka Pvt Ltd
01.2018 - 01.2019
- Create and execute learning strategies and programs, Evaluate individual and organizational development needs
- Implement various learning methods companywide (e.g
- Coaching, job-shadowing, online training).Design and deliver e-learning courses, workshops, and other trainings, Help managers develop their team members through career pathing
Operations Analyst - Lenovo
Scicom MSC
01.2017 - 01.2018
- Monitoring inbound/outbound email, live chat, phone, and email for Premier Standard
- Monitoring daily backlog open cases for Premier/part delay - Communication with planner and Logistic to expedite long ETA, Rebalance chance, express shipment
- Created custom reports and visualizations to support decision-making processes.
Quality Assurance & Customer Experience - Huawei
Scicom MSC
01.2017 - 01.2018
- Evaluated accuracy of existing quality assurance measurement techniques, implementing improvements to increase efficacy and reduce errors.
- Played a key role in new product launches by conducting thorough risk assessments and failure mode analysis, minimizing potential issues during production rollouts.
- Conducted regular audits to identify areas of improvement, leading to increased customer satisfaction levels.
Specialist Operations - Banking
Scicom Lanka Pvt Ltd
01.2016 - 01.2017
- Balancing, Check Deposits, Returned Deposit Items, Credit/Debit Card, Wire, and other payment activities
- Providing guidance to client facing support team
- Serving as escalation point-of-contact for resolving payment issues.
Visa Risk Investigator – Banking
Scicom Lanka Pvt Ltd
01.2015 - 01.2016
- Monitors and analyzes daily merchant batch settlements queries to detect irregular patterns in transaction activity and initiates appropriate adverse action to mitigate loss Investigates high risk or suspicious transaction activity with merchants, issuing banks, and cardholders to determine the proper action
- Conducts merchant transaction, volume and chargeback activity review and analysis
Customer Service Executive – Banking
Scicom Lanka Pvt Ltd
01.2015 - 01.2016
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
Collection Supervisor
Legacy Health Care
01.2012 - 01.2013
- Conduct custom collections campaigns on each client that consist of emails, phone calls and standard mail correspondence, Develop collections methods that consistently lead to achieving or exceeding company financial goals Work closely with team members to create ways to bring in revenue and find success as a group Solve problems quickly and create resolutions that bring in revenue on a regular basis
Personal Banking Advisor
Standard Charted Bank
01.2009 - 01.2010
- Help customers open and manage their bank accounts and finances Advise clients on financial services and resolve issues, reach out to prospective customers to sell our services
- Delivered exceptional service to high-net-worth clients, creating customized wealth management strategies.
- Educated clients on available banking products and services, ensuring they had the tools necessary to make informed decisions about their finances.
Head Of Operations - Cx Services & Cx Experience
Future Ceylon
04.2023 - 05.2024
- Collaborated with executive leadership on strategic planning initiatives to drive business growth.
- Implemented data-driven decision-making processes, leveraging analytics to optimize operations.
- Reduced operational costs through effective budget management and cost-saving strategies.
- Streamlined operational processes by identifying inefficiencies and implementing best practices.
Head of Operations
Future Ceylon
03.2023 - 04.2024
- Collaborated with executive leadership on strategic planning initiatives to drive business growth.
- Implemented data-driven decision-making processes, leveraging analytics to optimize operations.
- Reduced operational costs through effective budget management and cost-saving strategies.
- Streamlined operational processes by identifying inefficiencies and implementing best practices.
- Oversaw supply chain management, ensuring timely delivery of products and services to customers.
Education
PGD – Level 7 Strategic Management -
OTHM
Colombo, Srilanka01.2022
Foundation Certificate in Business Analysis -
Esoft Metro Campus
Colombo, Srilanka01.2021
GCE O/L -
Royal College
Colombo, Srilanka01.2007
Skills
- Operations Management
- KPI reporting
- Strategic Planning
- Business Planning
- Workforce Planning
- Employee Coaching
- Transportation Management
- Standard Operating Procedures
- Staff hiring
- Customer Relations
- Team Leadership
- Relationship Building
- Business Leadership
Languages
English
Native or Bilingual
Tamil
Native or Bilingual
Sinhalese
Native or Bilingual
References
- Asanka Aluthge, Senior Manager – Customer Experience Management, Seylan Bank PLC, +94775533515, asankaal@seylan.lk
- Sulakshana Kariyawasam, Chief Operating Officer, Sumathi Holdings, +94713538044, Sulak.ss@sumathi.com
Timeline
Head Of Operations - Cx Services & Cx Experience
Future Ceylon
04.2023 - 05.2024
Head of Operations
Future Ceylon
03.2023 - 04.2024
Senior Operations Manager
Future Ceylon
09.2022 - 05.2024
Customer Relations Manager
Sumathi Holdings
01.2022 - 09.2022
Manager Operations
Scicom Lanka Pvt Ltd
01.2020 - 01.2022
Assistant Manager Operations
Scicom Lanka Pvt Ltd
01.2019 - 01.2020
Specialist Learning & Development
Scicom Lanka Pvt Ltd
01.2018 - 01.2019
Operations Analyst - Lenovo
Scicom MSC
01.2017 - 01.2018
Quality Assurance & Customer Experience - Huawei
Scicom MSC
01.2017 - 01.2018
Specialist Operations - Banking
Scicom Lanka Pvt Ltd
01.2016 - 01.2017
Visa Risk Investigator – Banking
Scicom Lanka Pvt Ltd
01.2015 - 01.2016
Customer Service Executive – Banking
Scicom Lanka Pvt Ltd
01.2015 - 01.2016
Collection Supervisor
Legacy Health Care
01.2012 - 01.2013
Personal Banking Advisor
Standard Charted Bank
01.2009 - 01.2010
PGD – Level 7 Strategic Management -
OTHM
Foundation Certificate in Business Analysis -
Esoft Metro Campus
GCE O/L -
Royal College
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