Anwer Shaikh, Deputy General Manager - Training & Quality

Anwer Shaikh

Deputy General Manager - Training & Quality

Teleperformance - India

Location
India - Mumbai
Education
Diploma, Lean Six Sigma Black Belt
Experience
24 years, 5 months

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Work Experience

Total years of experience :24 years, 5 months

Deputy General Manager - Training & Quality at Teleperformance - India
  • India
  • My current job since December 2017

Roles, Responsibilities & Achievements

I rejoined IGSL as Deputy General Manager Quality.

Couple of months later I was assigned responsibility of Training function. I had to design Training framework that goes along with BAU processes as well as new transition alignment. We now have Training framework and team that’s functional bringing in tools and technologies to aid and improve efficiency and performance of Training.

Currently working towards new version of Quality framework that goes in line with business deliverable and technology to bring in efficiency and control.

Projects identified and initiated
• Upgrade Suspected Duplicate tool
• Identified opportunities to eliminate / optimize audit approach bringing in control and reduce AHT
• Project initiated to reduce queries / exception with an objective of doing First Time Right
• Identified opportunities to bring in RPA and AI along with Technology team

Deputy General Manager – Quality at Eureka Outsourcing Solutions
  • India
  • July 2017 to November 2017

Roles, Responsibilities & Achievements

I joined EOS as Deputy General Manager Quality for PAN India operations. My role was to strengthen Quality Management System and bring in Service Excellence. Quality team assigned to me was in house promoted resources, started with coaching and training team on Quality framework, tools and approach. We prioritized accounts to focus basis on their performance, reward and penalty metrics.

Top account had couple of challenges, one escalations reaching clients top management and social media. Second challenge was meeting Quality SLA targets. Identified and fixed reason for failure / escalation and with the help of IT team developed utility tool to track escalations and follow ups for end to end closer of tickets within TAT. Improved Quality performance and met SLAs consistently since September.

I was leading Quality for 90% domestic clients across site covering ~2500+ FTEs and ~150-member Quality team delivering Transaction & Service Excellence Engagements with stakeholders both onshore and offshore.

Quality Lead – Quality Management System at Quatrro Bussiness Support Pvt Ltd
  • India - Thana
  • August 2015 to November 2016

Roles, Responsibilities & Achievements - Head of Quality (QMS)

I joined Quatrro as Senior Manager Quality for Finance and Accounts. My initial role was an individual contributor (given assurance of forming Quality team / structure once QMS framework is implemented) who had humongous task of setting up Quality Management System independently. Setting up Quality Framework, Transaction Quality across verticals and processes with demanding timelines was a challenge. Started with one vertical / process to do a pilot on implementing Transaction Monitoring, learning from this could then be replicated across others. This approach would also give a buy in with others after success of pilot. Process review helped me understand process and identify gaps that can be plugged to eliminate NVAs from process through Value Stream Mapping. Identifying quick fixes which had impact marked the beginning of meeting yet another challenging task ahead.

Subsequent to successful implementation of QMS framework in one vertical, next target is to replicate across all processes at site. With a foresight of improving VOC (Voice of Customer) scores I have initiated real time feedback capturing mechanism across processes to improve CSAT (Customer Satisfaction). Was able to implement QMS is other verticals by October.

I was leading Quality for US clients across site covering ~400+ FTEs and 15 member Quality team delivering Transaction Quality & Process Excellence.


Project (Lead) at QBSS in the role of BB

Project closed to reduce TAT and improve Accuracy for one of our top client. Benefit realized met metrics as agreed Accuracy improved from 51% to 80% and TAT SLA met at 95%, thus enhanced VOC and client retention.

Assistant General Manager - Quality at Intelenet Global Services, Mumbai, India.
  • India - Mumbai
  • November 2008 to July 2015

Roles, Responsibilities & Achievements - Head of Quality (AMEA region)

I joined Serco as Manager Quality for one of their US based retail store client. Soon took up the challenge of handling their Mumbai business in my region. Setting up QMS was my first task which was achieved in initial months. Then came challenging assignment at Serco, getting my region processes COPC certified for the first time. I got myself trained on the requirement; I could correlate it with ISO compliance. Imparting training to a larger audience and getting them engaged and onboard for certification was a bigger task. Through Interpersonal skill and showing them what’s in it for them as a certification process. I managed to get process ready and audited in required time frame. This success got me my first award as a Manager.

With a foresight of improving VOC (Voice of Customer) scores I have initiated real time feedback capturing mechanism in the form of CCRP (Client Complaint Redressal Procedure) across processes to improve CSAT (Customer Satisfaction).

I received Global Award by Client for setting up Quality Framework and improving Customer service scores. Involvement from the initial days of transition with structured approach and meeting all agreed toll gates is the mantra that has helped me sail through all transitions successfully. Best way to address failure (FMEA & HFIC) is to learn from mistakes and ensure your failure cause is mitigated and action plan is checked for compliances across function / process.

I have utilized my learning, experience and domain expertise to deliver High Financial Impact and Control based project using Lean Six Sigma approach. I am currently leading Quality for F&A, Travel, Logistic, Telecom and Manufacturing clients across sites covering 750+ FTEs and 30 member Quality team delivering Transaction Quality & Process Excellence.

Projects (Lead and mentored) at Serco Global Services in the role of BB

• Six Sigma project initiated to reduce CSD call volumes (handled and abandoned).
• Project closed to mitigate Duplicate payments in AP.
• Project closed to optimize resource utilization in Quality team and cover risk of critical parameters being covered under review mechanism
• Project closed to eliminate advance adjustment / duplicate payment.
• Project closed to eliminate compliance (TDS) errors
• Reduction in FTEs, Improvement in TAT and Efficiency along with saving of INR 13058693 through Process Improvement and Best Practice sharing across processes
Projects in progress…
• Initiated project to control High Financial Impact areas assessing current manual and system control and suggesting full proof preventive controls
• Initiated project to optimize resource and bring in efficiency in process thereby reducing headcount
• Initiated project to optimize and improve secondary freight process to adhere statutory and audit compliances
• Initiated project to reduce escalations ageing thereby improving process to payment TAT

Assistant Quality Assurance Manager – AQAM at WNS Global Services (P) Ltd., Mumbai, India.
  • India - Mumbai
  • January 2007 to November 2008

Roles, Responsibilities & Achievements

I started with big responsibility to implement Quality Management System in F&A process (US based food chain) which recently got transitioned. I took up this challenge and not only ensured QMS implemented, also did process optimization project which brought internal saving in terms of Head count deployed, considering this was a Transaction Pricing contract. This big win brought me to limelight and got rewarded with a promotion as AQAM in just 8 months of joining them.

With new role I got more responsibility, additional clients (US based cosmetic client and Taxation assignments). I got myself trained on Lean, Kaizen, Quality tools and YB along with ISO internal auditor. My processes were always ISO 9001 - 2000 compliant, internally I did spot audits to ensure we don’t get surprise during external audits and certifications.

I Led best practice brainwave drives and achieved over $1, 00, 000 saving through Brainwave drive in 2 months. I was felicitated with CEO Excellence Award for Outstanding Contribution for year 2007-2008. My association with them was for close to 2 years.
Projects at WNS Global Services (P) Ltd.

• Six Sigma Project initiated to reduce head count in team as it was transaction billing processes
• Generated over $1, 00, 000 saving through Brainwave drive in 2 months

Quality Assurance Professional – QAP at Sitel India Ltd., Mumbai, India.
  • India - Mumbai
  • January 2003 to September 2006

I joined SITEL India as CSA. I was very excited about the new job taking calls for Telecom service provider in US, doing customer service for them. Things were going good until process ramped down and I moved to a 2nd level call collection, automobile finance process. Target met, awards received but calling had taken toll on my throat for over 2 years, that’s when I was given a choice to move to back office process for same client. Based on my performance my pay was still at par as a collection resource.

I got my big career move by getting into Quality function with the same process in 2005 as Quality Assurance Professional.

I was felicitated as a Best Mentor & Best QAP site wise across all sites for SITEL INDIA. My learning experience continued with them for close to 4 years

Course Co-ordinator & Web Designer at Infotech Institute
  • United Arab Emirates - Dubai
  • September 2000 to December 2002

Roles, Responsibilities & Achievements

I imparted training and developed curriculum content for MS office and Web Designing. Visualized and created print advertisement for the Institute which invited good number of inquires resulting in meeting enrollment numbers.

With my expertise and instinct to do more I also contributed to professional web site design, development and hosting with them.

It was great learning experience with InfoTech as interacting with students from different nationality was fun and as a student they too can teach you something new. I was with them for close to 3 years

Team Leader and Internet Operator at Alliance - 1
  • India
  • May 1999 to July 2000

As a fresh graduate and diploma holder I landed up as a Team Leader & Internet Operator with Alliance - 1. My contribution helped team meet sales targets and set new benchmarks by preparing reports and maintaining databases for calls that would yield results.

Education

Diploma, Lean Six Sigma Black Belt
  • at Anexas Denmark, Mumbai, India
  • July 2013
Diploma, Web Page Designing
  • at St. Angelos Computers
  • August 2000

HTML, DHTML, JAVASCRIPT, FRONTPAGE, DREAMWEAVER, GIF ANIMATOR, GOLIVE AND FLASH.

Diploma, D.T.P. (Desk Top Publishing)
  • at Grand Computers
  • February 2000

PHOTOSHOP, PAGEMAKER AND CORELDRAW

Diploma, HDSE (HIGHER DIPLOMA IN SOFTWARE ENGENEERING ( 2 YEARS))
  • at Aptech
  • September 1998

OPERATING SYSTEM : DOS, UNIX AND WINDOWS PROGRAMMING LANGUAGE : C and C++ SOFTWARE PACKAGE : MS OFFICE DBMS : FOXPRO RDBMS : FRONT END : DEVELOPER 2000 BACK END : ORACLE

Bachelor's degree, Accounts
  • at Mumbai University
  • May 1996

Bachelor of Commerce (Graduation)

Specialties & Skills

Six Sigma
Business Process Improvement
Call Center
Quality Management
Ms Office
Web Designing
Process Improvement
Quality Control
Quality Management System
Transaction Quality

Languages

English
Expert
Hindi
Intermediate