Jeya Ganesh Palaniappan
Director Of Operations - Information Technology And Services
Budapest,BU
Summary
Dedicated Information Technology professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Proven track record in optimizing Operational Costs and transforming Service Delivery leading to Corporate Awards.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Operations Director – EMEA Customer & Product Support
General Electric, GE
07.2020 - Current
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Saved $2.5 by implementing cost-saving initiatives that addressed long-standing problems
- Conducted research, gathered information from multiple sources and presented results.
- Actively listened to customers, handled concerns quickly and Improved operations for exceptional service.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Demonstrated respect, friendliness and willingness to help wherever needed
Senior Manager - ASPAC Global Service Desk
General Electric, GE
Kuala Lumpur
08.2018 - 06.2020
- Setup and manage ASPAC Service Desk end to end operations – including HR, Finance, People & Administration
- Increased NPS Scores from +43 to +85
- Stabilizing operations from transition to optimized operations environment
- Strategy & roadmap development supporting business transformations
- Business reviews and continuous Improvement with focus on commercial value
Senior Manager
Tenaga Nasional Berhad
Kuala Lumpur
05.2017 - 08.2018
- Provided strong leadership to enhance team productivity and morale. Head of Department for organization of 400 employees.
- Interaction volumes of 300,000 a month for voice channels and 25,000 a month for non-voice channels
- Transformation by introducing Robotic Process Automation ( RPA)
- Implemented and developed operational standards, policies and procedures.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Achievements:
COPC 5.2 certification – key contributor for operational compliance
Outsourcing Malaysia Award – Best Contact Centre above 100 Seats (2017)
COPC HPMT Certification – accredited certification
End User Services Manager
AIG Global Services
Cyberjaya
05.2016 - 05.2017
- Leading Field Service, Desktop Engineering, Multimedia Support and Managed Print Support teams
- Leading company strategic goals while reporting to CEO for the overall company goals program
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Field Services Manager
AIG Global Services
Cyberjaya
07.2015 - 04.2016
- Assessed operational needs and equipment availability to develop personnel schedules and assignments.
- Development of Field Services and End User support operations playbook.
- Spearheaded process improvement initiatives to reduce service costs.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Project Management - Active Directory consolidation - part of the team for consolidation of APAC to single global domain
Service Delivery Manager
AIG Global Services
Cyberjaya
12.2013 - 06.2015
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Audit and compliance management for end-user equipment and IT infrastructure
- IT Infrastructure upgrade to mitigate business operations risk as Financial industry is heavily regulated
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
Desktop Operations Manager
AIG Global Services
Cyberjaya
02.2013 - 12.2013
- Managed Team Leaders and Field Service engineers across APAC
- Responsible for operations of field service team with SLA attainment of 95% on Resolution and CSAT
- Consolidated Field Service activities in APAC with Standard Operating Procedures
- Identified issues, analyzed information and provided solutions to problems.
- Business reviews on overall IT performance and opportunity for improvement
Head of Global Customer Services, Managed Contact Centre Manager
FCS Computer Systems
Petaling Jaya
09.2011 - 02.2013
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Developed Service Levels, Customer Satisfaction Survey, Ticketing tool flow and Standard Operating Procedures
- Exceeded goals through effective task prioritization and great work ethic.
Operations Manager
IBM
Cyberjaya
12.2009 - 08.2011
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Workforce Management, Continuous Improvement activities, ISO Compliance and Team Leader development
- Reviewed operations reports to understand numbers and trends.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Lean Six Sigma approach for improvement initiatives which included- top call drivers, reduction of outbound calls, volumes, overtime reduction and average handling time reduction.
Team Leader
IBM
Cyberjaya
03.2008 - 11.2009
- Mentored and guided employees to foster proper completion of assigned duties.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Led team of 30 members while providing exceptional customer service.
- September 2008 progressed to undertake Team Leader role for new project & attended training in Germany for support and transition
Helpdesk Agent and Assistant Team Lead
Portal One & IBM
Kuala Lumpur
08.2005 - 02.2008
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Service Desk and Field Service supporting small business and home users
- Completed setup of backup software, home network and small office network with Wi-Fi
- Handled about 20 interactions a day with 90% resolution rate
Education
Master of Science - Information Technology
University Tun Abdul Razak
Malaysia 01.2022 - Current
Bachelor’s Degree - Information Technology, Multimedia
University Tun Abdul Razak
Petaling Jaya 01.2002 - 09.2006
Skills
- IT Operations and Management
Timeline
Master of Science - Information Technology
University Tun Abdul Razak
01.2022 - Current
Operations Director – EMEA Customer & Product Support
General Electric, GE
07.2020 - Current
Senior Manager - ASPAC Global Service Desk
General Electric, GE
08.2018 - 06.2020
Senior Manager
Tenaga Nasional Berhad
05.2017 - 08.2018
End User Services Manager
AIG Global Services
05.2016 - 05.2017
Field Services Manager
AIG Global Services
07.2015 - 04.2016
Service Delivery Manager
AIG Global Services
12.2013 - 06.2015
Desktop Operations Manager
AIG Global Services
02.2013 - 12.2013
Head of Global Customer Services, Managed Contact Centre Manager
FCS Computer Systems
09.2011 - 02.2013
Operations Manager
IBM
12.2009 - 08.2011
Team Leader
IBM
03.2008 - 11.2009
Helpdesk Agent and Assistant Team Lead
Portal One & IBM
08.2005 - 02.2008
Bachelor’s Degree - Information Technology, Multimedia
University Tun Abdul Razak
01.2002 - 09.2006
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