Head of Customer Service and Enterprise Excellence
Ecolab - United Arab Emirates
Total years of experience :23 years, 9 Months
- Managing the customer success team of 75 with top line of $780M.
- Regional PMO leader for global strategic programs to accelerate strategy deployment.
- Commercial Digital Solutions leader responsible for enabling thought leadership and organizational change.
- Managing a team of Six Sigma Black Belts with focus on process optimization and standardization.
In addition to managing the Process Excellence function for 10 countries in the West and Central Asia (WCA) region, I am an integral part of the commercial management team of the Jordan business (with a turnover of over USD 400 million) and have significant experience in analyzing and improving both cost and revenue drivers to deliver bottom line growth.
Instrumental in defining the Process Excellence strategy for the region and also at a global level.
Successfully led a high impact cross-functional and multi-location project on setting up a virtual office - a first virtual Customer Service team in the organization - and delivered USD 1 million in savings.
Launched an initiative to better understand the rate increase process by conducting quantitative and qualitative analysis using tools such as Insight, Salesforce.com etc.
Managed the rollout of the Customer Experience program for the region by actively influencing senior managers to objectively define and implement the underlying processes.
Significant involvement in the design and rollout of the ‘Lean Process Management framework’ - a core part of the Process Excellence vision of the organization - at a global level.
Designed and facilitated the first Facilitation Skills Workshop in Maersk Line - including identifying skill gaps and providing required coaching.
Delivered over USD 3 million in savings by leading and coaching projects.
Designed and implemented a comprehensive measurement system and an e2e offs-shoring model.
Coached the regional management team to design a management system to manage business processes.
Built a winning team in the region by designing the hiring process for Process Excellence Managers.
Head of the Strategic Implementation function for HSBC Fund Services, India.
Member of the HSBC India Country talent pool - a group of employees identified with the highest career potential.
Responsible for preparing and executing business plans with an annual budget of INR 60 million and revenue target of INR 140 million - Maintained costs ~ 10% below plan for 2008.
Significant involvement in defining the strategic direction for Fund Services, India.
Led multiple fund accounting and custody implementation projects including one of the largest (multi-billion dollar) and most complex transitions in the Indian fund services market including managing the business relationship with the client.
Customized product offerings for clients, e.g., product integration with payments and cash management, and responded to Request for Proposals under stringent client timelines.
Successfully closed multiple sales deals with medium to large clients with assets under management of over USD 1 billion.
Led the Risk management function for Fund Services, India including identification and mitigation of risks across all business processes - satisfactorily cleared the Group Internal Audit.
Designed a strategy paper on outsourcing fund accounting operations to a group company.
Developed and implemented analytical models, such as productivity model, standard unit costing model, customer profitability model and sales performance analysis model, for the business.
Successfully negotiated multiple legal agreements with clients creating a win-win situation.
Member of the HSBC CEOs Diversity Committee - Enhanced the diversity profile of the team by creating opportunities for women and non-accountants.
Led the operations team of 40 people, comprising Chartered Accountants, MBAs and experienced industry professionals - increased the first pass yield from 48 % to 79% by coaching the team to re-engineer the process.
Led the Six Sigma deployment program for HSBC Securities Services, which was awarded the Most Advanced Six Sigma deployment award by HSBC DCEO.
Invited by Confederation of Indian Industry’s Institute of Quality to present my Six Sigma project in the National Conference on Six Sigma.
Delivered savings of over USD 2 million by leading multiple Six Sigma projects.
Maintained the highest Six Sigma engagement index at 94% across HSBC India for 8 months.
Led the Quality program for the Asia Pacific operations.
Managed the ISO 20000 certification audit with least no. of non-conformities across ACS worldwide.
Managed the project office for the ISO 20000 certification audit and enabled immediate closure of six out of ten observations identified during the audit process.
Managed the IT security audit for the Malaysia site and cleared the audit with zero non-conformities.
Won the best project award at Dell Worldwide Quality Day and presented the project to Michael Dell.
Successfully completed three improvement projects resulting in savings of over USD 7 million.
Led the BPI training for the location and facilitated training sessions for over 350 participants.
Mentored and certified 5 Black Belts as facilitators for BPI training.
Coached multiple GBs and BBs to certification.
Led a team of 12 process and voice trainers and improved the training index from 2.7 to 4.4 (scale of 5.)
Conducted Training Need Analysis on process and behavioral skills; conducted over 30, 000 man hours of training.
Nominated as a Black Belt to mentor 4 Six Sigma green belt projects.
Member of a Black Belt project on designing US Contextual Training for staff in India.
TRIUM Executive MBA (London School of Economics & Political Science, NYU Stern School of Business, HEC Paris) - Class of 2021
Post Graduate Diploma in Project Management
Bachelor of Commerce
Diploma in Hotel Management and Catering Technology