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
Operations Management
Project Coordination
Project Management
Staff Development
Budget Control
Crisis Management
Contract and Vendor Management
People Management
Azure
Cybersecurity
DevOps
Microsoft Office
HelpDesk
Contract Management
Accomplishments
- 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