CHRISTY MATHEW JOHN

Business Operations Site Leader Chennai

Regional South (BLR/ CHN)

• Chennai Operations Site Leader, Business Operations for IBM BPO Business in Bangalore, supporting over 2500 employees across ~22 departments. (Since May ’22- till Date), Chennai
• Driver of initiatives that increase ease of doing business’ across Delivery teams and Support teams. Team up with Hiring Support, Labour Management, Finance, Governance Management and Delivery teams based in Chennai. Manage Senior Client and IBM Exec visits, support BCP and Controls & Compliance plans and testing, Manage Real Estate and HC forecasts, drive Employee Engagement activities, Drive Project Re-engineering, and Delivery Team’s ups killing initiatives

• As the BPO Transport SPOC, was responsible to enable Transport Chennai Center (~2500 employees) for BPO and resolve all initial issues across 5 IBM BPO site.
• Successfully supporting 3 Service Delivery Leaders (span of ~2500+ employees) in all aspects of Operations: over 29+ Accounts across 2500+ IBMers. Successfully, hosted and supported over 8 major Exec Visits and 5 major Client Visits.
• Skills: Program Management ,Problem Management, Operations Management, Team Management · Client Experience / Visits. Process Improvement.
• Liaising with HR , GRE , transport , F&B to ensure Compliance with local regulations.
• Raising PO for the Business Unit and managing vendors , Hungerbox / GRE / Branding / Gifts / Print Scope.

Assistant Manager (Marketing Communications & Operations) Events Infra and Strategy

• Dealing with client requests and troubleshooting problems.
• Perform analysis based on marketing events for client projects.
• Research through valid websites and use the existing IBM tools to search for various companies and their profiles highlighting their ownership details and finally.
• Oversaw preparation and management of event budgets to deliver at or below projected costs.
• Promoted adherence to client-event requirements through effective delegation, prioritizing and management of all entire production lifecycle, from concept to execution.
• Managed administrative logistics of events planning, including contract signing, fee collection, event booking and event promotions.
• Directed and implemented strategic improvement plans to integrate solutions to audit findings and workflow process issues.
• Served as subject matter expert by advising staff and customers and working directly with external agencies throughout audits or to remedy compliance issues.
• Managed quality programs to reduce overdue compliance activities.
• Liaised with risk management, internal audit and employee services departments to direct compliance issues to appropriate channels for investigation and resolution.
• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
• Monitored compliance with processes, policies, procedures and standards in regards to collection and management of annual contributions from shareholder companies.
• Ensure that IBM as a corporation is compliant with legal and regulatory requirements as it pertains to Client Travel, Entertainment, and Business Amenities within an audit end-to-end process, in accordance with IBM corporate instructions, policies and practices.
• The scope of the commitment is worldwide & applies to all external parties used when a Customer Marketing Event is offering amenities to event invitees.
• Validate & Reconcile Pre-approval and post-event audit process.
• Establish simplification in compliance process and its execution.
• Ensure marketing events comply with IBM's standard of business integrity.
• Educate the Event Owners & Team about the CTEBA Marketing Event guidelines.
• Manage Compliance Framework.

• Handling multiple processes like Credit & Control, Customer Data Management & Credit Evaluation for Client Dow Jones.
• Scope of work in Credit Evaluation.
• Running queries on New Customers accounts & Future Customer Risk from People Soft application on a daily basis.
• Responsible for creating new customer account folders by gathering & research on billing details, preparing company profile, financial & business information for new Customers.
• Client interactions on an ongoing basis through calls and emails.
• Responsible for auditing & reviewing various new customer account folders as part of Month end audit process.
• Responsible for preparing & sharing various reports with key stakeholders.
• Handling Adhoc requests from Clients through emails.
• Scope of work in Customer Data Management.
• Responsible for ensuring SLA’s are met & delivered.
• Maintain customer accounts & assists 3rdParty Collection agencies with their requests.
• Handling JIRA tickets on a daily basis.
• Daily interaction with Collections & Cash Applications teams.
• Monitoring workflow & preparing JIRA analysis report.
• Prepared & maintained various process documents (SOP, Issues logs & Process update log for the team.
• Achievements/Initiatives.
• Worked with the Stakeholders closely to eliminate minimal risk with the Portfolio Cleaning.

• (Banking and Financial Products).
• Builds and maintains strategic relationships with partners and customers.
• Up-sell online ad options to existing clients of DBS.
• Sources, develops and analyzes customer needs to establish a customer-intimate business.
• Environment, proposes and implements Banking solutions.
• CASA Personal Loans and Small Business loans.
• Business Development (Client Services) (Microsoft Dynamics).
• Provide partner support solution for user authentication Updating client’s information with email support.
• Provide support to partners.
• (Dynamics team).
• Weekly meeting with Microsoft managers about Weekly Business review.
• Liaise with client for resolving demanding customer issues.
• Involved in mentoring new recruits, helping them to adapt to the situation with all information.
• Started from a simpler process and then moved on to complex processes because of my performance.
• Achievements/Initiatives.
• Met Service Level Agreement in quality and productivity consistently.
• Involved in planning various strategies for the team to achieve the targets.
• The best performer for a couple of months.