Ratish Gopalakrishnan

Strategic Planning and Alignment

· Develop and implement a global change management strategy aligning Microsoft AI solutions with employee lifecycle stages

· Collaborate with senior leadership to ensure AI initiatives support organizational goals and enhance employee experience

· Ensure the technology portfolio and roadmaps are integrated with the company transformation agenda and global BT strategy

· Conducted detailed project reviews to identify areas for improvement and implement necessary changes for future success.

Stakeholder Engagement and Communication

· Identify and engage key stakeholders across departments to gather requirements and ensure business alignment

· Communicate AI solution benefits and impacts to stakeholders, addressing concerns and fostering buy-in

· Partner with regional and functional leaders to understand market and industry drivers, shaping and influencing business strategies

AI Solution Mapping and Implementation

· Analyze employee lifecycle stages to identify AI integration opportunities

· Map Microsoft AI solutions to specific lifecycle processes to enhance efficiency, productivity, and satisfaction

· Oversee AI solution implementation, ensuring adherence to project timelines and budgets, and monitor adoption and effectiveness

Training, Development, and Continuous Improvement

· Design and deliver training programs on new AI tools and processes

· Ensure continuous learning opportunities for employees to adapt to AI-driven changes

· Foster a culture of continuous improvement, encouraging feedback and staying updated on AI trends and best practices

· Manage resources to deliver on business objectives, optimizing available resources for maximum efficiency

• SAP implementation (Mercury) – Finance implementation project
• Provide overall direction and management of communications, training and change management processes/activities
• Lead stakeholder assessment and develop stakeholder management plan at region level
• Develop a region level transition management plan (country specific content)
• Lead and participate in transition management related change readiness activities
• Coordinate with functional leads and trainers to provide Wave specific context in preparation for training sessions
• Lead local communication resources to execute communication (including cutover, pre go-live communication, training and post go live communication
• Implemented robust governance structures to ensure consistency in approach across all facets of the organization's transformation journey.
• Collaborated closely with human resources departments to support workforce transition plans

• MS SharePoint Platform Migration (vCurrent to vNext) – IT project
• Act as a point of contact for multiple work streams in this project and lead Steering Co meetings to derive actionable outputs
• Prepare detailed instructions/guidance for project related tasks, Coordinate with multiple mid-sized project work streams and meet deadlines
• Manage project scope variance(s), anticipate time overruns, and communicate appropriately any project-related challenges
• Anticipate and manage arising project issues, risks and dependencies and follows through on resolution
• Excelled at gathering feedback and requirements, communicating needed changes to development and testing team
• Assists with other project-related task like doing Supporting analysis for project related tasks, Lead Wave Execution in multiple sites across globe and a key contributor for Testing and Wave planning
• Handling resource planning using project management techniques & mentoring teams as SPOC for guidance, direction & assistance

• Listing Abuse Program Transition (FTE count ranging from 100 - 200)
• Piloting the program to analyze the risks involved in the worktype
• Planning Headcount and designing the content for this program
• Building process maps and setting up quality assurance for this program
• Develop and manage KPI's to manage performance and trends and do a seamless execution
• Create a scalable quality assurance policy and process to ensure high standards of delivery
• World Wide Outbound Calling Program Implementation (FTE count ranging from 20 - 40)
• Identify the scope and complexity of Outbound Calling Worktype
• Understand the System Requirements for supporting this program
• Do a thorough due diligence to identify gaps and risks before implementation begins
• HC estimation for supporting this program
• Identified Potential risks and shared early mitigation plans
• Merchant Credit Worktype Transition to IND sites (FTE range from 10 – 20)
• Respond to queries based on Funds and Disbursements from sellers who are terminated/Blocked
• Handle reserve inquiries in relation to claims/chargebacks
• Create a seamless Workflow system and design how the queries will be received
• System requirements and HC estimation for supporting this work type
• Significant Projects Handled:
• Proactive warnings and signals model: In depth study of the seller/ investigator attributes that lead to bad debt
• Developing a model for proactive signals for high bad debt prone investigations
• Creating the technical specifications for implementation of this model on Investigator Bench
• Estimated impact of 10% improvement in quality metrics
• Development of Complexity based Workflow Framework and Streamlining of Tier II review process: Analyzed various work-types and clustered them based on their complexity
• Alignment of investigators to queues based on their tenure and performance
• Reduction in operations expenditure of approx
• $1mn by automating second review process for less complex investigations
• Kaizen for Reduction in Time to Investigate: Pre Work to understand the current state of the process around training, operations & performance management
• Analyzed data to understand the focus area, root causes and prioritized based on complexity and impact
• Followed the 5 step approach to achieve the results which are Pre Work, Kaizen Event, Solution/Governance Plan, Implementation and Control
• Responsibilities: Lead a team of Managers (200 FTE) for the transaction risk division of Amazon's global operations to reduce bad debt & improve customer experience
• Partnered with global process owners, site leaders, operations and analytics team to define, prioritize, develop & execute projects
• Lead global projects that involved multiple cross functional teams within Amazon ensuring timely delivery of projects on roadmap to support department vision

• Significant Projects Handled:
• Bad Debt Queuing Model: End to end study of the current queuing model for investigation
• Liaising with the Process reengineering team to Develop the 4-Quad framework for classification of rules that trigger investigations and work flow management based on financial and quality impact
• Working with the engineering team for implementation of queuing changes
• Estimated saving impact of $2m
• Development and Streamlining of Worldwide Metrics for Operations Productivity, Customer Experience and Bad Debt: Analyzed various attributes impacting the key business goals
• Coordinated with the Analytics team for development and streamlining of the key metrics
• Worked with the Leadership and Business Process Re-engineering team for WW goal setting
• Driven various initiatives for achieving the targets globally
• Responsibilities: Lead a team of Risk Analysts and SMEs (25 FTE) for the transaction risk division to reduce bad debt & improve customer experience
• Formalized and approved SOP which helped and business contingency plan for operations
• Implemented best-in-class processes and practices for maintaining and exceeding productivity and quality service level agreements
• Worked with software and business teams to articulate and prioritize feature needs for investigation tool sets

• Projects/Transitions Handled:
• Lead and successfully implemented the BPMS (Business Process Management Standardization) project
• Lead and successfully deployed Service Now in EY Transaction processing Departments
• Lead Customer Survey project for Transaction processing Departments in EY
• Managed the QIP Project for F&A Customer Support
• Responsibilities: Managed Team Leads, Analyst and SME across different functional line
• Point of senior level escalation for department issues
• Formalized and approved SOP and business contingency plan for operations
• Consulting clients to formulate policies for the firm, change management across the firm and formalize process to improve operation across GSS
• Effectively manage Operation Services, Transition Management and SLA compliance

• Responsibilities: Responsible to monitor, identify and resolve performance / behavior / attendance related issues using prescribed performance management techniques
• Responsible to Lead the team of Technical Engineers; motivate, develop and mentor them in a dynamically changing environment
• Implementation of processes, programs & incentives plans that target motivation, retention and performance to increase the team's productivity, quality, operational efficiencies and excellence in performance
• Develop people through coaching, counseling, Training, team building, motivation and help the team members to build a good career path within the organization

• Accountable for Core Metrics in Quality for the agents operating from India and United States
• Responsible for doing a daily/weekly/monthly DPMO reporting to Clients on Defects occurred and creating action plans for it
• Attending Monthly Quality Reviews with the Clients in presence of the Training and Quality Manager
• Designed Quality Metrics for Email Evaluation and was involved in transitioning the email process from US

• Accountable for core metrics such as QMS scores (Avg Quality scores) and QoS (CSat), which is a part of the Tier I SLAs for the program
• Conducted Calibration Sessions on Quality Attributes among the coaches across sites
• Responsible for doing analysis on QMS scores and QoS to perform outlier management
• Handling team statistics and metric reports for better quality management
• Handled escalation calls and provided floor support for any complex scenarios