Manager and Head of Process Improvement Department
Bahrain Airport
Total years of experience :20 years, 10 Months
-Reporting to Chief Support Service Officer (CSSO & Board of Director)
-leading transformational initiatives from design to operationalization for Support Services (Procurement, Warehouse & Inventory, HR, Finance, Administration & IT)
-Design and Deploy Lean Six Sigma program through influential leadership and process excellence
-Managing a team of Business Improvement Officers who are aligned with Support services
Achievements
-CEO & CSSO Appreciation Email for Transforming Procurement & Warehouse Processes
UnitedHealth Group (US Based Fortune 14 organization, who deals in Health Insurance & Health Insurance Management Solutions )
Quality Leader & Master Black Belt, Nov 2013 - Dec 2015
Responsibilities
-Reported to the Global Director of Operational Excellence
-Engaged Senior Management & Department Heads to understand business, identify burning issues / opportunities & review the Operation Excellence Program on a regular basis
-Managed continuous improvement initiatives for IT Infrastructure, Procurement, HR, Finance & QA (Testing) portfolios across India, US, Philippines & Ireland
-Managed Global Black Belt team & Provide systematic approach for project identification, methodology selection, belt alignment, tollgates & project closure
-Supported Process Excellence via ITIL in Infra & CMMI level 5 in Dev, QA & Services
Achievements
-Achieved $6.55 Million QNI through Projects and CI initiatives
-Trained 12 people in 4 weeks Black Belt Class Room Training & 40 People in 1 week GB Class Room Training
-Successfully implemented the bimonthly Business Quality Council (BQC) for Technology Level & Portfolio Level
Responsibilities
-Reported to Vice President of Business Process Excellence
-Provided strategic direction and technical expertise to Top Management & Leadership team on process improvement
-Improved continuously the business processes by setting up the right metrics framework & measurement system
-Led & facilitated projects (individual or teams) operation excellence projects with effective change management
-Set-up & Managed the feedback and escalation mechanism including VoC & Net Promoter scores
-Managed Organisation DNA improvement through:
1.Mentored Green Belts, Lean & Kaizen Projects
2.Ensuring adherence to various quality measures such as Quality Audit & ISO standards
3.Organised IDEA Generation Program (Kaizen), Best Practice sharing, BPExcellence Award, Quality fair etc.
Achievements
-Completed 35 BB projects & 10 CI initiatives which impacted to 10 lacs+ customers & $ 2.69 Million benefits
-Successfully trained 243 people in different quality programs like: PMP, White Belt & Green Belt Training
-Implemented an Idea generation Program (TING!), Champion Award Framework, Organization level VOC capturing
Responsibilities
- Reported to the HOD of Quality Assurance Dept and led a team of 4 members
- Define baseline for the service levels and develop performance dashboards to report on various KPIs
- Managed vendor DNA enhancement through: audits, providing quality trainings and other suitable initiatives
- Ensured adherence to the various quality measures such as GQA (Global Quality Audit) / ISO standards
Achievements
-Completed 10 Quality Improvement Project and saved $ 2.59 Million
-Successfully trained 250 vendor people in different quality program like: 7 QC tool & Green Belt
MBA Finance