Lakshmi Kanchanapally is seeking a leadership role utilizing her over 11 years of experience in operations management, business transitions, training and development. She currently works as a Team Lead at ADP where she has experience leading teams, managing processes, and driving operational excellence. Her skills include operations, project management, customer service, and transition management.

1. Lakshmi Kanchanapally
Plot # 147, Sai Priya Colony, Opp Lane to Bharat Petrol Pump, Dammaiguda. Hyderabad TS.
 +91 9666523364;  lakshmikanchanapally@gmail.com
Leadership Assignments in Operations Management/ Transitions/ Training & Development/Projects to
effectively utilize my experience and knowledge and work towards being Best-In-Class by attaining Process
Excellence
An Overview
 A dynamic professional with over 11 years of rich experience in Health Insurance, Tax and Banking
Service industry,Risk management and Compliance, Operations & People Management, Process
Transition, Training & Development & IT Operations.
 Presently working with ADP Pvt Ltd as Team Lead Operations
 Expertise in leading and managing Transition / Training / Operations of multiple Tax and Banking
Processes.
 Deft in driving Operational Excellence by maintaining strong rigor in Service Delivery Fundamentals
and thru utilization of experiential knowledge of Service Delivery Transition Modelling
 Adroit in understanding client requirements, eliminating unnecessary procedures & accordingly fine
tuning the policies as per the new guidelines.
 Demonstrated excellence in transitioning various processes.
 Proficient in managing & leading teams for running successful process operations & experience of
developing procedures, service standards for business excellence.
 Possess excellent interpersonal, communication & organizational skills with proven abilities in team
management, customer relationship management & effective crisis management.
Skills Summary
 Operations
 Business Transitions
 Training
 Customer Service
 Transition Mgmt
 Project Management
 Product Service
Collaboration
 Business Process
Initiatives
 Business
Transformation
Plans
Proficiency Forte
Operational Excellence
 Identifying and developing strategic plans for new transitions thru new business opportunities
 Maintained stable operations across the business thru forecasted business volume analysis and proactive
capacity planning
 Driven Seat Utilization across the Line of Business, thus delivering a major boast to the Financials
 Delivered Zero Surprise Operations thru strong consistency of Leadership meetings, Periodical 1*1’s and
result oriented Visual Management practices
Process Transition
 Attended the Webinar sessions on the new tasks.
 Exclusive experience in Solution Identification of a process
 Successfully coordinated with Transitions Manager in transitioning various processes from the
on shore team.
 Handled projects in regards to the assignment and process automations, which decreased the AHT of
task by 50% there by increasing the efficiency.

2. Customer Relationship Management
 The Only Operations Lead in the Account to have been recognized with numerous
appreciations from client and management for bringing Thought Leadership and working
towards a win-win relationship
 Maintained Daily/Weekly/Fortnightly/Monthly objectivity of Client Connect to address key
areas like SLA review, Issues Faced, Pending Critical Item Closure, Service Delivery Feedback,
etc
 Monthly Process Improvement Connect established with the client – numerous improvement
ideas implemented in the processes
Quality Overview
 Periodical rigor maintained in conducting Value Stream Mapping for identifying Potential areas
of Process Improvement/Elimination of Waste
Human Resources
 Maintained minimal attrition thru measured focus on Employee Engagement and Personal
Development
 Weekly rigor maintained in identifying Early Warning Signals for Employee Retention
 Timely R&R implemented for eligible population thru periodical Town-Halls
 100% adherence to Fun @ Work
Compliance
 Preparing & analyzing various management reports (attrition & early warning report, quality
reports, variation control, Monthly Business Reviews, client presentations, etc.)
 Facilitate internal audit like ISMS (Information Security Management system)
 Implements Corrective Action Plans (CAP) for any audit findings
 Drive SOX,SOC1, SAS 70 on timely and effective manner
Employment Record
Oct 2010- Till date – Team Lead Operations – Financial Shared Services/Global Money
Movement & compliance
 Lead the Operations, Training, and Transition of the Tax and banking modules of all clients
across all market segments.
Deliver Operational Excellence –
 Service level adherence and reporting across all lines of businesses
 Client & employee engagement, communication, and implementation of satisfaction survey
 Domain knowledge and skill enhancement
 Develops strategic & tactical plans to identify, analyze and effectively respond to clients needs,
emerging trends and best practices
 Strong operational management to ensure better transactional productivity and greater
customer satisfaction
 Deep technical expertise and data orientation in Controllership, Management Information
System and Service Delivery
 Communicate with the client on a regular basis to discuss operational issues and CTQ delivery,
raise issues proactively & build relationship, Understand customer issues proactively, fix to get
the delight factor
 Collect inputs from other lines of businesses
 Identify process improvement opportunities

3.  Documentation of any change in process
 Worked towards the SIG (Simply, Innovate and Grow) way and worked on Product
Innovations.
Driving People Engagement and development –
 Performance management and enhancement
 Hiring, Headcount Management, and Compensation planning
 Career mapping / Succession planning /IDP and BPO Road map
 Created Client satisfaction survey (BU engagement) and rolled out to the internal clients for
better and improved results.
 Coach & mentor people Motivating team with excellent people touch
 Proactively resolve people issues and ensure that attrition is well below the defined target
 Hold one-on-one meetings with team members and give timely feedback & have
process/career discussions
 Meet all people management metrics
May 2005-Sept 2010- Analyst – COBRA EDI-COBRA (Consolidated Omnibus Budget
Reconciliation Act) EDI (Electronic Data Interchange)
 Rectifying data and system errors and update the client about COBRA file status by
superior quality assurance services.
 Provide technical/ process expertise support to team.
 Distribution of the workload to the team and ensure that the team is current on all the tasks
EOD.
 Handling escalated issues, critical/ red client files and helping team members in resolving
the issues within SLA and providing floor support.
 Prepared flow charts for the process in Visio Application.
 Training new associates on the process and mentor, them in achieving desired qualitative
results.
 Been a part of COBRA standardization project to identify the challenges faced by all
COBRA processes and created standard procedures.
 Checking and reviewing all the process updates discussed –over the conference call, via
emails and in person communication and sharing the same with the team via email and
team huddles.
Academics:
B.Sc (Comp Sc.) Osmania University 2005
Intermediate MPC Board Of Intemediate 2002
Personal Dossier
Date of Birth: 1st April 1984
Languages Known: English, Telugu,Hindi
Marital Status: Married