Tony Herman S
Head- Operations and Human Resources (Director) @ Verity Global Solutions Pvt Ltd.
About
A versatile & goal-oriented professional with 20 years of experience in Service Delivery, People and Project Management. Established Cost Optimization, Automation and Process Enhancement, Risk and Compliance Management, Training & Development; with proven track record of delivering consistent business results through adept leadership and application of sound management practice.
India
Bengaluru
Outsourcing/Offshoring
Team Management, Business Analysis, Vendor Management, BPO, Process Improvement, CRM, Requirements Analysis, Service Delivery, Management, Project Management, Servicing compliance, Business Process Outsourcing (BPO), Customer Relationship Management (CRM), Business Process Improvement, Pre-sales, Business Strategy, IIS, Outsourcing, SDLC, Transition Management
Experience
Head- Operations and Human Resources (Director)
Verity Global Solutions Pvt Ltd.
Hybrid
Head - Operations and HR (Associate Director)
Verity Global Solutions Pvt Ltd.
Bengaluru, Karnataka, India
Senior Manager- Ops and Client Delivery
Verity Global Solutions Pvt Ltd.
Bengaluru, Karnataka, India
Strategic on transitioning the clients, retaining and expanding, with sound performance and practice. Successful in meeting and exceeding expectations, honing the organization's goal.
Service Delivery Manager
Cognizant
Coimbatore, Tamil Nadu, India
Leading a large-scale team across various locations & driving to process efficiency, managing the business portfolio worth $4.5 Million annually Delivered high-quality customer experience, elevated customer satisfaction, while adhering to the SLAs & work processes Proven track record of establishing cordial relationships with stakeholders, technical teams & vendors executing successfully, with cost optimization. Augmented cross utilization of resources
Manager, Operations and Compliance
Ocwen Financial Solutions Pvt. Ltd. - APAC
Bengaluru, Karnataka, India
Front-led service operations including KPIs, SLA Management, Volumes Management, Headcount & Forecasting. Established standards for various operational areas; implemented quality systems & procedures to facilitate a high-quality customer experience, while adhering to the SLAs. Augmented cross utilization of resources protecting SLAs. Established Compliance and Risk Management analysis to identify potential vulnerabilities and probable threats Drove monthly service reviews & evolution forums with client & leadership, integration with project counterparts including proactive problem management, daily change calls, incident management
Lead, Operations and Training
Infosys
Bengaluru, Karnataka, India
Led 40-member team spearheading the First Contact Resolution team (FCR) reducing Cycle time on escalations and regular inflow. Increased cross utilization of resources and efficiency planning Onboarded new hires and trained close to 800 resources monitoring the progress for 90 days post Go Live
Education
Bharathiar University
Physics
Bharathiar University
Logistics, Materials, and Supply Chain Management
Kendriya Vidyalaya
St. Joseph's High School
Ooty, The Nilgiris
Tony Herman S's Contact Information
Phone
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