Paladugula Hari Kumar

About Paladugula Hari Kumar

Result-oriented professional with over 23 years of cross-cultural experience in all aspects of Network / Telecom Service Delivery & Project Management Gained exposure in supervising service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving their issues, ensuring maximum CSAT Expertise in designing and delivering solutions that remedy core business issues and positioning the organization to reach the next level of profitability through technology introduction Proficient in year-on-year productivity improvement, cost optimization, Up-sell / Cross-sell & FTE Growth, Clients’ savings and Value Creation, account mining, revenue growth, margin improvement by implementing growth strategy & management practices Strong project management, implementation, analytical and training skills that have resulted in repeated success guiding sizeable, cross-functional teams in the design and launch of leading-edge solutions and best practices Expertise in concepts of end-to-end project planning & implementation including scope management, activity sequencing, cost estimation, risk analysis and quality management in line with set guidelines & norms Rich experience in both project management as well as technical leadership aspects Gained exposure in leading & mentoring huge teams of 500+, in driving the BOIs and year over year improvement

Experience

1. Sr Manager (Service Delivery Lead) at Accenture

   Accenture

   Feb 2011 — Present · Mumbai, IN

   Project FBO: • Leading Service Delivery Operations for Finance Billing Operations for North American client. • Setting-up & transition of Consumer Billing Operations, Consumer Revenue Assurance, Business Revenue Assurance, Business Billing Disputes & Billing Shared Service functions, Business Billing Operations Project Evolution: • Heading a team of resources and managing Physical Network Inventory Database Management, P2P process including work issue, variations, milestone payment and payment schedule & payments • Creation of Quality Framework, Daily Game Plan and Operational Excellence Framework, thereby leading to improvement in SLAs • Reduction of operational costs through various initiatives & effective utilization of resources. Development of RPA, AI, Analytics tool & excel automations Highlights: • Revenue growth of US$15m within a span of 9 months by delivering short term projects • New projects worth US$59m • Ramp-up of 200FTE & production within three weeks enable achieving client BOIs • Identification of up-sell/cross-sell opportunities worth US$35m Project Sunshine: • Vendor Performance Management, analysis & validation of vendor metrics against baseline. Conduct performance reviews in terms of pre-sales, service delivery & assurance and billing • Manage a team of 120 resources across 11 different towers and bring in collaboration to drive efficiencies and value creation Highlights: • Growth of the deal from US$55m to US$87m over a period of 4 years • Contributed to various Request for Proposals (RFPs) and won deals worth $28m • Delivered various improvement programs that led to annual cost savings to client, of over US$ 3 Million • Spearheaded large-scale program management ranging from US$ 20k TO GBP 1 Billion including agile, iterative & waterfall project management, enterprise program governance, risk management and offshore/onshore development models