Microsoft Office
SEN JOHN
IT Operations Director
Summary
With over 10+ years of experience in Telco/financial services/SaaS and Operations, I am a dedicated and skilled professional. Iam an encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
IT Operations Director
ipSCAPE
07.2022 - Current
- Develop, implement, and monitor day-to-day operational systems, platforms and processes to provide visibility into goals, progress, and obstacles of key initiatives
- Develop key metrics and performance indicators for Operations and Service Desk function to measure performance and provide foundation for continuous improvement
- Design daily Operational contingency plans to target consistent performance, efficiency and protection of customer experience and own DR/BCP Plan
- Draw on relationships with department heads, external partners, and vendors to make decisions regarding operational activity and strategic goals
- Plan, monitor, and analyze key metrics for day-to-day operations to ensure efficient and timely completion of tasks
- Devise strategies for ensuring growth of programs enterprise-wide and implement process improvements to maximize output and minimize costs
- Adhere to company's policies and standards and ensure that regulations are followed
- Work closely with Human Resources to lead team with integrity and to establish and maintain a trusting, inclusive, and productive environment
- Producing timely monthly reports and presentation packs for company & Board as required
- Maintain high level of technical knowledge within team including ISO, Azure certifications
- Act as roster manager for on call support.
- Negotiated favorable contracts with vendors for reduced costs and improved service quality.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
Head of IT Operations
ipSCAPE
07.2020 - 07.2022
- Develop, implement, and monitor day-to-day operational systems, platforms and processes to provide visibility into the goals, progress, and obstacles of key initiatives
- Develop key metrics and performance indicators for the Operations and Service Desk function to measure performance and provide foundation for continuous improvement
- Design daily Operational contingency plans to target consistent performance, efficiency and protection of the customer experience and own the DR/BCP Plan
- Draw on relationships with department heads, external partners, and vendors to make decisions regarding operational activity and strategic goals
- Plan, monitor, and analyze key metrics for day-to-day operations to ensure efficient and timely completion of tasks
- Devise strategies for ensuring the growth of programs enterprise-wide and implement process improvements to maximize output and minimize costs
- Adhere to the company's policies and standards and ensure that regulations are followed
- Work closely with Human Resources to lead the team with integrity and to establish and maintain a trusting, inclusive, and productive environment
- Producing timely monthly reports and presentation packs for company & Board as required
- Maintain high level of technical knowledge within team including ISO, Azure certifications
- Act as roster manager for on call support.
- Demonstrated leadership skills in managing projects from concept to completion.
- Excellent communication skills, both verbal and written.
Customer Support Manager
ipSCAPE
07.2019 - 07.2020
- Providing technical advice to other Service Desk operators
- Resolving client problems queries and complaints in an effective and timely manner
- Monitoring all problems reported to the Helpdesk
- Ensuring all users have a status of their individual problems
- Liaising with Platform Technology team regarding the progress of their action on assigned problems
- Producing records a timely manner
- Logging and keeping current all problems via a problem management system
- Developing the technical and service skills of Helpdesk Team
- Continuously improve reporting and visibility of key metrics
- Ensuring an adherence to ITIL principles
- Appropriate escalation of issues.
- Implemented knowledge management systems that enabled representatives to quickly access information needed to resolve customer issues effectively.
- Launched employee recognition programs that motivated staff members to consistently deliver exceptional service standards.
Dialler and Data Manager
Freedom Insurance
08.2017 - 04.2019
- Improved the efficiency of the sales department by developing a restructuring strategy
- Managed the vendor relationship between technology vendors and Freedom Insurance
- Oversaw data analysis and monitoring of dialler performance
- Worked with the business units to ensure effective dialler productivity and efficiency
- Provided required reports and data analysis to enable effective lead and data supply
- Managed dialler strategies and process or system changes
- Conducted performance reviews of direct reports
- Contributed to short and long-term organizational planning and strategy.
- Conducted thorough audits of existing databases, identifying areas for improvement and addressing discrepancies as needed.
- Developed comprehensive data management strategies, ensuring secure storage and swift retrieval of critical information.
Dialler Manager
Greenstone Financial Services
04.2016 - 08.2017
- Managed the dialler system for outbound sales/retention teams
- Developed various strategies across inbound IVRs
- Managed skills, inbound traffic monitoring, and outbound lead data list prioritization
- Assisted the business in transitioning to an automated predictive dialler
- Promoted and coordinated dialler strategies for maximum efficiency and utilization of data and resources
- Ensured compliance with organizational policy and regulatory requirements
- Recognized dialler trends and identified cause-effect relationships.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
Technical Operations Manager
MetLife Insurance Australia
11.2012 - 04.2016
- Delivered quality job requests and provided solution management to MetLife & DCC applications
- Managed the vendor relationship for DCC's CRM system
- Provided adhoc technical support and sophisticated reports
- Analyzed risk controls and measures as the Risk champion for the business unit
- Tracked and analyzed call flow, patterns, service levels, and abandon rates
- Developed knowledge-based documentation
- Liaised with vendors to evaluate and redesign processes
- Identified key drivers in the data and trends
- Ensured KPIs were met and reported to the manager
- Maintained confidentiality of client and organizational information.
- Streamlined communication between cross-functional teams, leading to improved project delivery times.
- Spearheaded the adoption of automation tools for routine tasks, freeing up team resources for higher-priority projects.
Contact Centre Analyst
MetLife Insurance Australia
04.2012 - 11.2012
- Managed daily dialler operations for outbound campaigns
- Provided daily reports on performance and insights
- Liaised with team leaders to provide feedback on agent performance
- Monitored inbound traffic and provided analysis
- Supported the QA team with call recordings and scorecard updates
- Provided ad hoc reports as requested by manager/stakeholders.
Sales Consultant
MetLife Insurance Australia
11.2011 - 03.2012
Education
Masters in Engineering Management - Management
UNIVERSITY OF WOLLONGONG
Wollongong, NSW 01.2009 - 04.2010
Bachelor of Electronics & Communication Engineering -
SIST University
Chennai, India 01.2004 - 04.2008
Skills
Contract Management
undefinedAccomplishments
- Achieved excellence in leadership every year since 2020 which is a testament of building, nurturing an efficient team.
- Supervised team of 12 staff members.
Software
Azure
Microsoft Defender
Sentinel
Certification
ITIL V3
Timeline
ITIL V3
07-2022
IT Operations Director
ipSCAPE
07.2022 - Current
Head of IT Operations
ipSCAPE
07.2020 - 07.2022
Customer Support Manager
ipSCAPE
07.2019 - 07.2020
Dialler and Data Manager
Freedom Insurance
08.2017 - 04.2019
Dialler Manager
Greenstone Financial Services
04.2016 - 08.2017
Technical Operations Manager
MetLife Insurance Australia
11.2012 - 04.2016
Contact Centre Analyst
MetLife Insurance Australia
04.2012 - 11.2012
Sales Consultant
MetLife Insurance Australia
11.2011 - 03.2012
Masters in Engineering Management - Management
UNIVERSITY OF WOLLONGONG
01.2009 - 04.2010
Bachelor of Electronics & Communication Engineering -
SIST University
01.2004 - 04.2008
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