General Manager - Delivery
BPO+
مجموع سنوات الخبرة :13 years, 0 أشهر
Responsible to run end to end operations at BPO+ one of the biggest ITES company in GCC. Since its inception in 2006, BPO+, with its 800+ employees, offers customized and efficient solutions to different business operations through a variety of service solutions like contact centers, manpower outsourcing, technical support, voice based services, social media, data digitalization etc. Having partnered with over 140 local and international brands across industries, BPO+ offers cross platform, multilingual support to provide an exceptional customer experience. With a 60% government / semi-government clientele across varied verticals like healthcare, finance, banking, community development, retail, BPO+ increased its top line by 14% in my tenure in the leadership role.
Key Achievements at BPO+ in Special Capacities
• Business Development - Was instrumental in bringing in businesses worth over QR 20 million through building successful technical and commercial responses to RFPs and subsequent technical presentations and through hardcore business development initiatives. Also increased net worth of existing businesses by 7%.
• Project Consultant - Set up the contact center for Qatar Foundation, the largest semi government entity of Qatar. Designed, implemented, operated and baseline the operations through technology, process design, policy making and resource planning of a multi lingual contact center, that caters to all the directorates of QF, serving the 35000 strong QF community and their business partners spread across the world.
• Key Account Manager for the largest contact center in Qatar for Hamad Medical Corporation, the governments healthcare organization, with its 350+ strong team. The multiple award winning account grew in numbers and strength under my leadership encompassing diversified departments and processes
Key Responsibilities as General Manager Operations
• Lead multiple large cross-functional teams and communicate with senior management to facilitate projects and ensure performance meets goals consistently
• Provide strong leadership to team including developing and monitoring individual and team performance goals, coaching managers and senior individual contributors, and driving major change initiatives
• Drive all customized people engagement initiatives and partner with HR organization and implement appropriate HR strategies and actions to recruit and retain a qualified and motivated team
• Manage the production calendar and pipeline to ensure all ongoing deliverables are met and executed within agreed upon Service Level Agreements
• Ensures projects are completed within committed time and budget and are integrated with other business and related projects
• Play key role in identification of bottlenecks in the existing processes and lead process innovation initiatives
• Drive the performance base-lining and metrics reporting, process improvement projects and quality certification
• Monitor and manage escalations; conduct appropriate trend analysis as needed and devise strategies or process improvements to reduce them to almost zero level
• Own the complete automation process and contribute in improvement of same so as to increase efficiency of system using innovative approaches
• Report to leadership team in weekly operations reviews
• Design and lead Initiatives and programs focused on achieving best-in-class status and improving customer and employee satisfaction
• Develops and implements communication and reporting mechanisms to manage issues, risks and timely delivery of initiative results
• Work within established Service Delivery and Operations Governance process to support intake and impact assessment process activities to include identification of operation impacts with operational input and approval.
Global Program Manager, (May’07 - present)
Global Program Manager within Global Commercial Sales Training Analytics, team responsible for Program Managing a truly Global Analytics Team for efficiency, delivering on some key reporting for Sales training organization helping them to assess, analyze and . Previously managed large Scale Global Sales Training Initiatives (17000+ members) with absolute resource diligence
As a Service Delivery Manager:
Managed Project Documentation including Charter and Business Requirements and drive the project plan with the assigned resources spread across the globe.
Manage stakeholder expectations and commitments/dependencies and manage associated project risks
Establish agreed communication plans/engagement models with key stakeholders
Established a common project management methodology for the analytics team
As a Program Manager (Corporate Strategy & Change Management):
• Planned and delivered Customer Mindset Training as part of a strategic change management initiative to 17, 000 Sales, Services and Care front facing employees and Consultative Selling skills to about 4000 employees, emphasizing on change in business model, owing to M&As. Coordinated across functions, segments and geographies.
• Delivered the Program within 9 months, in 8 local languages supporting greater engagement across 34 sites globally
• Driving efficiencies around Budget management with timely expense tracking, targeting a saving of 10% on every budget Identify and minimize exposure & risk on every Project
• Building out the Global reporting for all vendor led Programs before the roll-out
• Built post-delivery evaluation approach and measure methodologies formulated and communication plan built
• Governance head for Executive directors of the organization for the program
• Plan and support all BCP (Business Continuity)
Stakeholder Management
• Establish working relationship, Governance mechanism and Program briefs for all the Regional Trainers and Stakeholders
• Continuously engage with the Global Operations around deployment, delivery, reporting and logistics
Sustain
• Train & engage the temporary Support Org for the tenure of the Program
• Built Global reporting for the Program in coordination with Global Ops
• Measure & publish feedback for the Program, through a Survey mechanism of Global scale
• Measure co-relation to the existing Transactional ‘Satisfaction/Experience’ metrics
• Engage with vendors on external session support
• Provide visibility to all stakeholders on the status, as per agreed upon cadence
Significant Accomplishments
• Conferred the Best Corporate Training in India - Won the “Golden Peacock Award for the Best Training Project”, instituted by the Institute of Directors, Govt. of India
• Best Training Program in the Irish Sales Champion Awards - Ireland
• Highly Commended Training Program at CCMA Awards Night
Communication
• Maintain and share calendars for Project review meetings with BCs & Designers
• Present interim updates tracking to an end-to-end roadmap/calendar
• Deliver engaging, informative, well-made template presentations for BCAMs/Governance meetings
• Build Program readiness file and other Project Documents & related reporting
• Managing internal engagement with Reporting & Analytics to build out MIS for all Programs, in advance of the rollout
Resolution Specialists Manager, Call Center Operations
Resolution Specialist Manager within the Dell Solution Station, managing a team of SMEs and responsible for driving Resolution, Revenue and Hygiene compliance across teams.
AOL - Member Services, Team Manager (Dec '05-May '07)
Technical Support Team Manager for the AOL Broadband Services, USA in India. Later,
Transition Manager responsible for the end-to-end transitioning of TechLive (Technical Chat
Support) services to Philippines.
• Led a team of 20 CSRs for end to end technical support for AOL broadband services USA.
• Participated in the Organization's COPC certification drives.
• Was selected to go on an extended business trip to Manila, Philippines as Site Training
Manager to help setup a new partner site. Responsibilities included setting up CCO desk,
capacity planning, preparing shift roster, training trainers and L2 technicians, provide
support to L2 technicians, selecting resolution specialists for individual teams, training site
champions for various metrics and preparing SWOT reports. UAT of all tools used by agents. Lead formal, process and compliance audits for the Manila Center on an ongoing
basis.
Significant Accomplishments
• The TechLive Process that was piloted in Manila grew from a 40 member team to 300
member team as we were able to achieve considerable improvement in key metrics while reducing the costs by 30%.
• Won the Diamond Champion Award for the contribution towards transitioning the TechLive
B2K Private Limited, Team Leader (Sep '04- Nov '05)
Technical Team Manager within the Technical Support department, responsible for managing a
team of 18-20 CSRs, providing support for the Microsoft Networks Web Client
KG Information Systems - Team Leader (Jan '04-Aug '04)
Inbound Customer Service for a US DTH Service Provider - tech Support and Cross selling
Aviva 24/7 - Quality Analyst (May '03 - Dec '03)
Inbound Customer Service for a Aviva Insurance, Sheffield UK
Diploma in Computer Technology from Anna University (Yr -2000) - Passed with 87% 1st rank holder in first year finals
