Muthu Swamy

WORK HISTORY

EDUCATION

ABOUT MUTHU SWAMY

A highly impactful and result-focused senior operations and vendor manager with extensive experience working across Business Process Outsourcing (BPO), Travel, Telecommunications, Sales and transaction sectors. Proven track record in successfully adapting leadership style to each scenario. Design framework tailored to specific operational requirements and produce quality outcomes. Carries the lessons learnt from past roles into new challenges to determine priority and prevent major setbacks. Maintaining a strategic outlook in making an informed decision to support company’s interests. Expertise in driving controlled transformation that addresses systems, processes and behaviours that impact performance. Initiate positive lasting change and put measures in place that aid teams in reaching their targets. Talented leader that is dedicated to building a positive and supportive work environment. Enables employees to perform at their best in collaboration with cross functions and departments. Strive to ensure optimal employee satisfaction, enhance engagement and reduce absenteeism and attrition. Skills: Leadership | Strategic Business Planning | Budget Management | Project Management | Stakeholder Management | Programme Management | Acquisitions | Marketing | Client Relationship Management | Conflict Management | KPIs | Operations Management | Black Belt Certified | Customer Service | Sales & payments | Recruitment Key Specialities: • Scaling up a global teams by defining the structures and operating mechanisms that optimize skills and Operation methodology. • Mentor individuals to become some of the strongest leaders across the company • Cultivate a culture of engagement, ongoing learning, and high performance that reflects in OKR/KPI’s. • Ensure team culture consistently demonstrates alignment with leadership principles. • Lead collective performance of multiple support teams in achieving various key performance indicators such as productivity, NPS, resolution time and Capacity • Big ambassador of diverse population hiring to bring different perspectives- different walks of life. • Driving cost efficiencies by strategizing decisions around growth planning, staffing, and hiring. • Cultivated a pipeline of future leaders in Support management and requirement ratios. • Navigate and drive resolutions to challenging incidents and customer escalations • Negotiate and optimize global Vendor Teams.(SOW, MSA and SOP’s) • Setup QA and Change management framework through LEAN. • In-dept knowledge around risk and BCP management.