Saranya Manoj

Training and Operations Leader with 12 years of experience in people management, team development, coaching, quality improvement, stakeholder management, and operational excellence across Cognizant, Google Operations Center, Accenture, and Genpact. Proven expertise in leading teams of up to 80 employees, conducting training interventions, refresher programs, performance coaching, onboarding, and employee development initiatives. Strong experience in SLA/KPI governance, client management, escalation handling, quality improvement, dashboard reporting, and driving performance through structured learning and coaching frameworks.

Adept at collaborating with Training, Quality, and Operations teams to improve business outcomes and employee capability.

Team Manager - Cognizant - Hyderabad

(2025-07 - 2025-12)

• Led multiple operational teams comprising 80+ employees, ensuring achievement of business, quality, productivity, and customer experience goals.
• Developed and mentored Team Leads and associates through structured coaching, performance management, and development planning.
• Conducted regular performance reviews, coaching sessions, and capability-building initiatives to improve team effectiveness.
• Identified learning gaps and collaborated with Training and Quality teams to implement targeted development interventions.
• Managed escalations and led stakeholder discussions to ensure timely resolution and operational stability.
• Prepared and presented SLA/KPI dashboards, performance reports, and business reviews for leadership stakeholders.
• Drove employee engagement, recognition programs, and performance improvement initiatives.
• Supported hiring activities through interviews, candidate evaluations, and workforce planning discussions.

Team Lead - Cognizant - Hyderabad

(2023-09 - 2025-06)

• Managed a team of 20–25 associates in a high-volume operational environment while ensuring SLA and quality compliance.
• Delivered onboarding support, knowledge transfer sessions, process training, and refresher training programs.
• Conducted regular coaching sessions, feedback discussions, and performance improvement plans.
• Partnered with Training and Quality teams to improve communication effectiveness, process adherence, and customer experience.
• Maintained operational dashboards, productivity trackers, and KPI reports for leadership reviews.
• Conducted candidate interviews and supported recruitment and workforce planning activities.
• Mentored team members and developed succession plans for future leadership roles.

Workflow Management Team Lead - Google Operations Center - Hyderabad

(2020-05 - 2023-05)

• Led a team of 14–16 associates while driving workforce efficiency and operational performance.
• Conducted coaching sessions, process training, and refresher programs based on performance trends and business requirements.
• Collaborated with Quality and Operations teams to improve service delivery and operational metrics.
• Supported onboarding, workforce planning, candidate assessments, and employee development initiatives.
• Acted as an escalation point for complex operational and stakeholder issues.
• Presented operational insights, KPI reviews, and recommendations during governance meetings.

Quality Analyst - Accenture Pvt Ltd - Hyderabad

(2018-10 - 2020-04)

• Conducted quality audits, root-cause analysis, and performance evaluations.
• Delivered actionable coaching feedback and development recommendations to improve associate performance.
• Created SOPs, process documentation, and quality frameworks to improve consistency and compliance.
• Partnered with operations teams to identify training opportunities and improve service quality.

DoubleClick Campaign Manager Specialist - Accenture Pvt Ltd - Hyderabad

(2017-06 - 2018-10)

• Managed campaign performance reporting and stakeholder communication.
• Supported process training and knowledge-sharing initiatives within the team.
• Ensured adherence to client expectations and service quality standards.

Online Agency Account Strategist - Genpact - Hyderabad

(2012-08 - 2014-06)

• Managed Google AdWords accounts and provided performance recommendations.
• Delivered client consultations, account reviews, and optimization strategies.
• Collaborated with internal teams to achieve performance and customer satisfaction goals.

Bachelor of Technology - Electrical Engineering - Nagpur University