Senior Manager
Huawei Technologies India Pvt Ltd
Total years of experience :19 years, 8 Months
Conduct Process Audit for GNOC projects
Implementation & Sustenance of ISO20K, TL9000
Drive Improvement Initiatives
Publish QA Scorecard
Governance of Actions for timely closure
Quality Leadership Training
Driving process improvement initiatives to meet/exceed customer requirements using six sigma and lean rigor \[For all Airtel Operation locations\]
•Drive cost reduction projects by reducing OPEX, Material consumption, Penalty and other cost components
•Management Dashboards on critical to business KPIs, Develop & refine critical KPIs
•Conducting six sigma training workshops, mentoring green / yellow belt projects
•Promoting knowledge sharing & best practice replication activities across the circles
•Define, implement new & re-engineer existing key critical processes, Optimize overall existing processes and ensure all hand off points and cross-functional interlocks are stitched to deliver business results
•Execution of Regular Process Audits \[systems & transactional\] for efficiency and effectiveness of business processes in order to meet/exceed internal / external customers’, TRAI requirements with specified quality
•Conducting Management Reviews & Meeting on project toll gates reviews
•Driving systemic fixes for the non-conformities observed during internal / external audit
Tools / Application knowledge/Work Area
•Oracle Reports \[Procure to Pay Module\]
•Remedy Reports \[Fault Management / Service delivery\]
•iCRM Reports \[Customer Request / Complaint module\]
•MS Visio, MS Excel, MS Access, MS Power Point
•Warehouse Inventory Management System \[Internal tool for inventory management\]
Key Results
•Significant reduction in operational cost components
•Implemented critical missing process, induction of new tools resulting into enhanced efficiency and productivity
•Implemented systemic fix to prevent systems related gaps
•Improved KPI performance & CSAT
Key Competencies
•Planning and process orientation
•Process audit and presentation skills
•Teamwork and collaboration
•Analytical and problems Solving
•Networking and inter-personal skills
•Consulting, Facilitation and Negotiating skills
•Results orientation
Tata Teleservices
Business Analysis (Sales & Distribution)
•Identification of To Be Process and get it created, implemented across the business
•Monitoring and support for the readiness of infrastructure readiness of To Be Launched circles.
•Ensuring all Tata GSM operating circles have sufficient stock in market in order to perform day to day sales and distribution operations
•Keeping track of subscriber growth of various telecom mobile operators in India, analysis on their Market Share and Share on Net Adds on monthly and quarterly basis.
•Analysis on Revenue and ARPU of various telecom mobile operators on quarterly basis, finding their growth supporting factors (Marketing Strategy / Trade Scheme) in various circles where they are reporting significant growth in revenue.
•Keeping track of various marketing and brand campaigning strategy chosen by other operators in various circles, its impact on their daily and monthly activations and market’s feedback for these operators
Liaison with Process and Business Systems to ensure the systems are correctly mapped and controlled according to flow of process
•Monitor End-to-End Processes, identification of gap and recommendations for improvements
•Initiate improvement Projects for Service Delivery and Service Assurance operations across COLT using DMAIC methodology
•Liaise and coordinate closely with a relevant business manager on project completion, results and anchoring of improvement results in the business
•Designing and Implementation of Quality Controls into process/tools
•Weekly and monthly Trend Analysis for the review of Senior Management teams in NHQ-London.
•Management reporting in form of Scorecard and Dashboard
•Root cause analysis for underperforming Net Ops KPI's & QoS measures
•Identify and develop key metrics that provide data on quality and process performance and help identify process improvement opportunities
Key Results
•Successful migration of ITSM ver7
•Significant reduction in Avg. Lead Time to deliver services to customers (Ops Time)
•Improved Conformance to SLA in customer service delivery
Customer Service Delivery
Incorporated in 1996, Tata Teleservices Limited \[A Tata Group Company\] was the pioneer of the CDMA 1x technology platform in India. Over the last few years, the company has launched significant services CDMA mobile operations the brand name Tata Indicom, market-defining wireless mobile broadband services under the brand name Tata Photon and 2G GSM services under the brand name Tata DOCOMO.
Tata Teleservices Limited also has a significant presence in the 2G GSM space, through its joint venture with NTT DOCOMO of Japan, and offers differentiated products and services. Tokyo-based NTT DOCOMO is one of the world’s leading mobile operators in Japan, the company is the clear market leader, used by nearly 55 per cent of the country’s mobile phone users.
Tata DOCOMO rolled out GSM services in all the 18 telecom Circles and has also become the first Indian private telecom operator to launch 3G services in India\]
\[Colt is European telecom service provider, delivering integrated network, Bandwidth & Wavelength services, IP VPN & managed networking, PSTN voice & VoIP, data centre solutions and IT services. Colt operates in 28 countries across Europe, Asia and in the U.S. with connections into over 200 cities globally and metropolitan area networks in 47 cities. Colt owns 22 carrier-neutral data centres in Europe and manages a further 7 in the Asia-Pacific region\]
is a leading global telecommunications company with operations in 20 countries across Asia and Africa. Headquartered in New Delhi, India, the company ranks amongst the top 4 mobile service providers globally in terms of subscribers. In India, the company's product offerings include 2G, 3G and 4G wireless services, mobile commerce, fixed line services, high speed DSL broadband, IPTV, DTH, enterprise services including national & international long distance services to carriers. In the rest of the geographies, it offers 2G, 3G wireless services and mobile commerce. Bharti Airtel had nearly 287 million customers across its operations\]
•Scheduling & Conducting Internal Quality System Audits, support on external audits
•Mentoring Six Sigma projects for process improvements, conducting six sigma training workshops
•Create/reengineer processes to address major pain areas and suggest improved delivery and support model
•Driving culture for best practice replication to improve efficiency across the locations
•Inputs to Ops team for CSAT improvements initiatives
•Institutionalize circulation of periodic dashboards/ reports on process efficiency
