Shalini S

20+ years of expertise in Outsourcing, Operations, Order Management, Procurement, Supply Chain, Telecom, HR Screening and Client Relationship Management.

Have been working with multiple processes in the capacity of Telecom, Contact Center, Supply Chain operations, EVMS ( Engine Master Data maintenance), Master data ( Price, Material & Vendor) & Aftermarket, with expertise from Pre- Knowledge Transfer to Gap Analysis & Go-live

Senior Engagement Manager at Capgemini (2021-07 – Present)

Supporting an Aerospace Client with Order management tasks, Procurement & Planning tasks

Senior Engagement Manager / Operations Lead at Accenture Services Pvt Ltd (2005-05 – 2021-07)

16 years of expertise in Outsourcing, Operations, Order Management, Procurement, Supply Chain, Telecom, Contact Center, HR Screening and Client Relationship Management. Currently leading an Operational team of 79+ resources catering different stakeholders' & supporting delivery for UK, Canada, US, Australia & Singapore.

• Led multiple Transitions & Remote KT sessions in Business Process Outsourcing and Service Center Consolidation
• Assisted the team to determine key levers to achieve competence
• Worked on VSM connecting processes resulting in simplified workflow & elimination of Non-Value added activities
• Achieved, exceeded and sustained Service Level Standards across transitions
• Driven & initiated Lean projects in the process
• Conducted brainstorming sessions resulting in connecting processes, reducing dependency & enhanced quality/productivity rate
• Implemented Tools & technology (Gen AI) to align Client KPI's & Business Outcome Indicators
• Performed Gap analysis, Value optimization exercise, formulating OE framework & Capacity study
• Identified potential scope of work to close the Value chain
• Managed CTS Target achievement & Client stake approvals on productivity hours
• Team Management, Client Escalations & CTS (Cost to Serve) management for the Project
• Worked with Contract compliance & Legal team to ensure changes & work scope captured as per contract guidelines
• Collaborated with Client teams & was onsite for Dependable Pricing project implementation
• Part of Risk & Compliance Audit & managed & resolved all open observations

Senior Customer Support Executive at Sutherland Global Services (2003-12 – 2005-04)

B.E. in Electronics and Communication – Thangavelu Engineering College, University of Madras

HSC – N.S.N Matriculation Higher Secondary School

SSLC – N.S.N Matriculation Higher Secondary School