Summary
Overview
Work History
Education
Skills
Websites
Attributes
References
Timeline
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Seny Balachandra

IT Service Operations / Delivery Management
Melbourne,VIC

Summary

Strategic and results oriented leader with over 20 years' experience in the IT Services, IT Consulting and Telecommunications industries. Recognised for a distinguished track record in achieving successful customer and organisational outcomes, driving service excellence, delivering projects, and creating high performing team cultures.

Passionate about solution-focused leadership, I drive continuous growth and dedication to excellence. My leadership philosophy is characterised by a commitment to service, fostering optimism, empowerment, and collaboration. I aspire to positively impact the lives and careers of those I lead, aiming not only for professional success but also for the creation of a work environment where individuals thrive.

Overview

20
20
years of professional experience
10
10
years of post-secondary education

Work History

Manager - Customer Success Mobility Managed

Invia
727 Collins St Docklands 3008, VIC
07.2023 - 02.2024
  • Act as primary point of contact for over 100 customers nationally, providing exceptional service and catering to their mobility managed needs with personal touch
  • Dive deep into customer requirements, actively seeking opportunities for growth while anticipating their needs, ensuring their success and satisfaction
  • Expertly guide new customers through seamless onboarding journey, conducting detailed needs assessments and collaborating effortlessly with diverse teams to ensure custormised experience
  • Cultivate genuine, positive relationships with customers, swiftly addressing their concerns and utilising their feedback to drive continuous improvements, ensuring their experiences are exceptional
  • Offer efficient and expert support via helpdesk, adeptly troubleshooting technical issues and assisting with device setup, demonstrating commitment to seamless user experience
  • Manage customer escalations with finesse, collaborating seamlessly with internal teams, ensuring swift and effective resolutions while maintaining clear and engaging communication channels.
  • Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within industry sector.
  • Established team priorities, maintained schedules and monitored performance.
  • Improved marketing to attract new customers and promote business
  • Developed and implemented business strategies to achieve business goals and stay competitive
  • Mentored junior team members for career advancement, fostering pipeline of future leaders
  • Cross-trained existing employees to maximize team agility and performance
  • Applied effective time management techniques to meet tight deadlines.
  • Learned and adapted quickly to new technology and software applications.
  • Strengthened communication skills through regular interactions with others.
  • Self-motivated, with strong sense of personal responsibility.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals
  • Established team priorities, maintained schedules and monitored performance
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities

Manager - Service Delivery & Jeopardy Fulfilment

Optus Singtel Pty Ltd
09.2019 - 05.2023
  • Led and manage team of 12 FTEs in driving operational and transformational initiatives to improve service delivery and excellence - National Service Delivery Optus Enterprise.
  • Oversaw and provided direct oversight to over 100 Fulfilment delivery staff, including onshore and offshore teams, ensuring operational efficiency, service quality and customer satisfaction
  • Established and implemented Service Delivery Model to cater to over 2000 customers in Enterprise, Strategic and Government sectors nationwide
  • Achieved and maintained over 90% On-Time Performance for TAS (Total Access Service) operations for three consecutive years, contributing directly to annual revenue pipeline of around $65 million
  • Developed and documented priority escalation process, ensuring governance and consistency across all states through digital engagement using ServiceNow
  • Empowered over 500 enterprise stakeholders by providing Service Management Plan on Fulfilment Delivery, enhancing collaboration and efficiency
  • Established repository of knowledge-based articles for bespoke accounts, improving service quality, reducing rework and enhancing overall customer satisfaction
  • Coached and mentored team members to enhance their skills and knowledge, fostering individual career growth and development and enabling them to excel in their careers within organisation
  • Utilised data analysis to identify blocked revenue and implement proactive mitigation strategies, resulting in uplifted revenue and improved financial performance (materials - 1.2K over 3 years)
  • Successfully implemented RPA technology to centralise workflow and streamline Global TAS services engagement, improving efficiency for customers and employees, reducing touch points, enhancing turnaround time, increasing accuracy and providing better reporting functions.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Improved marketing to attract new customers and promote business.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
  • Cross-trained existing employees to maximise team agility and performance
  • Identified and communicated customer needs to supply chain capacity and quality teams
  • Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within IT industry sector
  • Cross-trained existing employees to maximize team agility and performance
  • Leveraged data and analytics to make informed decisions and drive business improvements
  • Maximised performance by monitoring daily activities and mentoring team members

Change Operations Manager (Dedicated - Strategic Accounts)

Optus Singtel Pty Ltd
10.2013 - 09.2019
  • Managed team of 15 direct reports and up to 50 staff (direct and indirect reports), providing leadership, coaching and performance management to drive individual and team success in implementing changes to Optus Business' network for strategic accounts
  • Successfully led team responsible for processing 20,000 orders and managing $2M budget, resulting in revenue growth exceeding $70M and surpassing annual profitability targets
  • Facilitated 6-week training and onboarding program at Regional Delivery Centre in Kuala Lumpur, enhancing offshore capability and ensuring seamless integration of products, processes and technology
  • Enhanced Voice of Customer (VOC) results for strategic customers, including IAG, FLC, Suncorp, Federal Government, SRG and Bloomberg, leading to improved customer satisfaction, loyalty and strengthened long-term relationships
  • Completed Talent for Leadership program at Optus, earning recognition for strong leadership skills and demonstrating potential for career growth
  • Received multiple achievement awards for consistently embodying Optus values of excellence, collaboration, customer focus and integrity, resulting in enhanced team performance, customer satisfaction and overall business success
  • Developed and implemented performance metrics and KPIs to track and improve productivity and quality performance, ensuring efficient delivery of services to strategic accounts
  • Collaborated with cross-functional teams to identify and implement process improvements, resulting in increased operational efficiency, cost savings and improved customer experience
  • Managed national and global workforce in outsourced environment, leveraging technical competency in Optus ICT, multiple fixed products, emerging technologies and applications to drive successful change implementations
  • Continuously monitored industry trends and emerging technologies to stay abreast of advancements, enabling proactive recommendations for optimising network changes and enhancing customer outcomes.
  • Partnered with vendors and suppliers to effectively manage and budget.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Optimized supply chain operations through strategic vendor partnerships and efficient logistics planning
  • Assisted in recruiting, hiring and training of team members
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth
  • Developed and implemented strategies to maximise customer satisfaction

Customer Delivery Specialist

Optus Singtel Pty Ltd
11.2010 - 10.2013
  • Conducted quality assessments, delivered value-based training and deployed change management activities in just 5 weeks to train and assess partner vendor (24)7 in India, effectively representing Optus
  • Delivered outstanding customer experiences, consistently meeting on-time delivery and cycle time performance metrics for Data/IP/Voice portfolios, ensuring high Voice of Customer Scores and maintaining high customer satisfaction levels
  • Identified and interpreted customers' requirements accurately, ensuring correct billing of services and provisioning relevant orders through Optus Business Network Provisioning or other Carrier Provisioning systems
  • Managed Optus internal workgroups and external vendors, coordinating multiple sites, services, or complex projects to meet customer schedules successfully
  • Engaged Change Operations Managers, Process/Reporting Analysts and own team to obtain buy-in and influence decisions regarding changes that improve processes or reporting
  • Achieved 100% compliance with ISO certification audits and ensured use of Customer Communication Templates and Order Creation Checklist was at 100%
  • Proactively followed up with Network and Communication to Customer, at least once every 5 working days or when major milestone was reached, improving performance across Provisioning life cycle and driving revenue
  • Improved Commercial Preparation for Simple and Complex orders, achieving 85% completion within 3 Business Days for simple orders and 85% completion within 7 Business Days for complex orders
  • Achieved 95% CS Assignment (Acknowledgement) Notification within 6 business hours and ensured 80% Closure Notification within 48 Business hours, reducing number of aged orders.Provided customers with accurate completion information, including pricing details, specific service number information and opportunity to complete Customer Satisfaction Survey upon completion of Customer Request.
  • Determined quickest and safest routes for delivery by using effective planning and organizational skills.
  • Provided exceptional customer service through clear communication with clients regarding delivery times and special requests.

Education

Cyber Security Fundamental - IT Management

La Trobe University
Internal
02.2023 - 12.2023

MBA Micro - Strategic Thinking for Leaders -

La Trobe Business School, La Trobe University
Melbourne, VIC
12.2022 - 02.2023

Transformational Leadership -

Macquarie Business School
Sydney, NSW
03.2019 - 12.2019

Advanced Diploma of Computer Systems - (CCNA Certified) -

NMIT
Heidelberg Campus
02.2014 - 12.2016

Talent For Leadership -

Optus Internal Program
Internal
05.2019 - 09.2019

Situational Leadership -

Optus Internal Program
Macquarie Business School
01.2018 - 12.2019

Bachelor's Degree in Computer Science - Bachelor Computer Science

La Trobe University
Bundoora, VIC
02.2001 - 12.2003

Skills

Operations Management

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Attributes

  • Strong Leadership Skills
  • Excellent Communication Abilities
  • Strategic Thinking
  • Adaptability and Flexibility
  • Problem-Solving Skills
  • Detail-Oriented
  • Strong Analytical Skills
  • Customer-Focused Approach
  • Collaborative Nature
  • Resilience and Persistence
  • Continuous Learning Mindset
  • Empathy and Emotional Intelligence
  • Strong Work Ethic
  • Decision-Making Abilities
  • Accountability and Ownership
  • Organisational Skills
  • Ability to Manage Change
  • Results-Driven Attitude
  • Integrity and Professionalism
  • Positive and Motivational Outlook

References

Available Upon Request

Timeline

Manager - Customer Success Mobility Managed

Invia
07.2023 - 02.2024

Cyber Security Fundamental - IT Management

La Trobe University
02.2023 - 12.2023

MBA Micro - Strategic Thinking for Leaders -

La Trobe Business School, La Trobe University
12.2022 - 02.2023

Manager - Service Delivery & Jeopardy Fulfilment

Optus Singtel Pty Ltd
09.2019 - 05.2023

Talent For Leadership -

Optus Internal Program
05.2019 - 09.2019

Transformational Leadership -

Macquarie Business School
03.2019 - 12.2019

Situational Leadership -

Optus Internal Program
01.2018 - 12.2019

Advanced Diploma of Computer Systems - (CCNA Certified) -

NMIT
02.2014 - 12.2016

Change Operations Manager (Dedicated - Strategic Accounts)

Optus Singtel Pty Ltd
10.2013 - 09.2019

Customer Delivery Specialist

Optus Singtel Pty Ltd
11.2010 - 10.2013

Bachelor's Degree in Computer Science - Bachelor Computer Science

La Trobe University
02.2001 - 12.2003

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Seny BalachandraIT Service Operations / Delivery Management