Manoj R.

About Manoj R.

Summary of Experience:• An Intrapreneur and IIMC alum that demonstrates proven service delivery management skills with over 22 years of overall experience in captive and strategic outsourced operations for customer service, CSAT management, Complaints and Escalations Management, Campaign Management, Telemarketing and process transition across multiple geographies• Demonstrated Specialization in Voice, Email, Chat and Social Media channels as well as in non-voice / back office process management• Ability in creation and execution of business plans, leveraging Information Technology to enhance productivity, revenue and customer experience• Experienced in managing process revenues, cost optimization, capacity planning, P&L, employee retention and client engagement at site and business levels• Managed large team sizes of over FTEs delivering exceptionally high standards of service with the best employee satisfaction scores as well as highest profitability margins• Well versed with business analytics, quality management, process automation, transformation and driving strong delivery through cross functional teams.

Experience

1. Advisory Council Member

   Harvard Business Review

   Aug 2024 — Present · Mumbai, IN

   Harvard Business Review (HBR) Advisory Council is a research community of professionals who provide insights to help shape the content of HBR and add a perspective on the world of management and leadership.

Education

• Osmania University

  BHMCT (Bachelor of Hotel Management and Catering Technology), Hotel, Motel, and Restaurant Management

  1995 — 1998

• St Alphonsus' High School, Nalgonda, AP, India

  SSC

  1983 — 1993

• Indian Institute of Management, Calcutta

  Business Management, Business Administration and Management, General

  2018 — 2019