Padmanabh Naidu

Leading WFM and MIS functions globally from 3 years , with more than 15 years of experience

Senior Manager – Workforce and MIS at GeBBs Healthcare Solutions (2023-11 – Present)

Leading a Workforce Management department with 50+ employees, including Managers, Assistant Managers, and Executives across multiple organizational locations. Responsible for driving operational excellence through strategic workforce planning, resource optimization, performance management, and cross-functional leadership to support business objectives and enhance overall productivity.

• Managing global capacity and resource planning across multiple verticals and locations to ensure optimal workforce utilization and operational efficiency.
• Driving improvements in gross margin and EBITDA through strategic and focused capacity planning initiatives.
• Enhancing profitability at underperforming locations by implementing effective capacity planning and operational optimization strategies.
• Leading workforce planning and hiring analysis across all departments by evaluating business requirements against existing headcount capacity and future resource needs.
• Managing workforce scheduling for call center operations across multiple locations, including stakeholder discussions and schedule optimization to address productivity challenges and business requirements.
• Reviewing RFPs, new business schedules, and FTE calculations for call center operations to ensure accurate resource planning and operational readiness.
• Managing a team of 9 Real-Time Analysts across multiple geographic locations, ensuring effective workforce coordination and operational efficiency.
• Overseeing reporting functions through the RTA team, delivering hourly, daily, weekly, and monthly performance reports to support business operations and decision-making.
• Managed the MIS team and oversaw reporting related to stack ranking, employee performance, incentives, and compensation for operations across India and Manila.
• Led the Ops MIS team responsible for operational reporting, including quality metrics, work allocation, and ad hoc reports based on seasonal business requirements and client requests.
• Streamlined reporting processes by reducing Excel-related workload for Team Leaders and Operations Managers across locations through enhanced MIS support, contributing to improved project performance and operational efficiency.
• Partnered closely with Business Unit Heads to develop and maintain optimal capacity plans, ensuring seamless service delivery and alignment with business objectives.
• Provided proactive insights and recommendations to executive leadership on business trends, workforce utilization, capacity risks, and resource optimization opportunities.
• Collaborated with Finance teams to monitor, control, and optimize operational costs, including workforce and facility-related expenses, while supporting budgetary goals.
• Served as the primary point of contact for investors, delivering detailed analyses and reporting on employee costs, facility expenditures, and workforce-related financial metrics.
• Worked closely with HR and Talent Acquisition teams to analyze performance metrics, workforce trends, hiring requirements, and recruitment effectiveness to support business growth.
• Conducted impact assessments of RPA and automation initiatives, evaluating their effect on workforce requirements, cost optimization, productivity improvements, quality outcomes, and achievement of client performance targets.

Manager – Workforce Management at J P Morgan Chase (2019-04 – 2023-11)

• Creating and maintaining capacity Planner (Resource planner) for different lines of business as per the requirements.
• Meeting with the Finance teams to discuss the financial reports and changes in the upcoming budgets.
• Connecting with Business leaders to discuss and resolve any challenges, issues and concerns within upcoming months.
• Headcount discussion with the finance teams and business.
• Connecting with the team to discuss the performance of the previous months.
• Connecting with the team to discuss the forecast and any factors affecting the forecast.
• Discussion with the team once the forecast has been divided into daily volume and AHT forecast.
• Discussion on creating the forecast at interval level so that the scheduling team can use it to create schedules.
• Discussing the daily forecast created by the forecasting team with the scheduling team.
• Connecting with the scheduling teams to discuss the headcount management basis the forecast and any challenges in the upcoming weeks.
• Discussing and suggesting any scheduling changes as per any changes in upcoming forecast or any headcount loss.
• Meeting with real time teams to discuss any overtime or VTO to be approved in the upcoming weeks.
• Discussing reports created by the Real time team on a regular basis to review performance of the business.

Assistant Manager – Workforce Management at Teleperformance (2014-05 – 2019-04)

• Managed workforce planning, forecasting, scheduling, and real-time operations.
• Led scheduling and RTA teams to support service level targets.
• Coordinated hiring requirements with Operations and Recruitment teams.
• Tools: Avaya CMS, Blue Pumpkin, Impact 360.

Sr. Associate MIS & Customer Service at Wipro BPO (2010 – 2014)

• Managed scheduling, roster planning, MIS reporting, and Excel-based reporting templates.

Software Programmer at Integra Systems (2009 – 2010)

• Developed ASP.Net and Oracle-based applications and database procedures.

Sales & Marketing at Multiple Organizations (2004 – 2008)

• Managed sales operations and teams across multiple organizations.

Post Graduate Diploma in Business Management – ICFAI (2010)

B.Sc. in Computer Science – Nagpur University (2005)

H.S.S.C. – Maharashtra Divisional Board (2001)

S.S.C. – Maharashtra Divisional Board (1999)