Business Process Analyst
Ingersoll Rand
Total des années d'expérience :15 years, 6 Mois
As a Process Analyst job responsibilities include detailed assessment of existing processes within the stream, analysis of re-engineering needs, conceptualization and prioritization of the ideal business processes in order to increase Customer Satisfaction. Driving implementation of Best Practices and Programs such as “Paperless Tech”, “Tech Lead and Quotes”. Reporting KPI’s for different offices within the Territory. Also ensuring sufficient business ideas and concerns are bought to the attention of Business Director & Regional Team Members.
Projects
Launch of Toll Free Number 800-TRANE: Available to all UAE customers 24x7, 365 days for any kind of query, complaint and feedback. Single point of contact for customers.
Customer Complaint Management System (CMS): For all issues a Share point site based Complaint Management System where complaints are closed in the eyes of the customer. Response time monitored until complaint is resolved with customer feedback recorded in the system. Escalation process for all issues exceeding estimated time line.
Fleet Tracking: Implemented fleet tracking system in the fleet of 35 vehicles in UAE to curb idling, fuel and energy saving along with overtime monitoring with overall savings. Faster response time to emergency calls and breakdown. Safety alerts for technicians. Phase II is implementation throughout Middle East and Africa.
Inventory Management & Control ERP: Efficiency and ease of operation for over 100k parts stored in the regional warehouse. Data integrity and accuracy in terms of allocation for service and parts orders.
Service Contact Charts - MEA: Trane Service Org charts for all TSO’s in the region. Better perspective for customers in terms of directing queries and contacting the concerned person. Availability of all contact details.
B2C eCommerce Solution for Trane Parts: Make purchase possible of genuine Trane parts globally. Visibility and presence of Trane footprint in the market. Increase in revenues.
Customer Loyalty Program: Existing customer database classified into four categories. Privileges and benefits awarded based on categorization. Value added solutions and benefits.
Promotional Programs/Campaigns: Successfully launched and closed the compressor renewal campaign across the region where winners were given an Ipad and a dinner-for-two at 5 Star Hotel. Announced “Technician of the Year 2012” followed by an award function and live meeting for all offices.
Financial Data Analysis/Modeling & Business Plans Development
Analyze data for meaningful interpretations & financial data modeling to establish accurate & reliable norms. Make presentations to the CAM/GAM Directors for purpose of bench marking and forecasting. Development of formal business plans for immediate and long term goals for Regional Management. Ensure accuracy of data, optimization of costs, invoicing and account payables for all live projects.
RFQ and Commercial Process
Independently manage & evaluate RFQ’s for over 150 Corporate & Global accounts split into verticals namely: Automotive, Industrial, Healthcare, Hi-Tech, LSP and Lifestyle. Provide guidance and analytic support to develop project rates across MEA Region in application of methodology, tools and techniques to be used.
Designing and Monitoring Processes
Define work flows for different processes such as warehousing, transportation, customs, IT and resource management in order to optimize efficiency. Provide ongoing support to Corporate Business Solutions by monitoring these processes against set objectives and SLA’s
KPI Driven, Management Information System & Pipeline Management
Coordinate with MEA to develop & maintain presentations to prepare various monthly MIS reports based on KPI’s for Quarterly Business Reviews. Present a Monthly Business Report (MBR) to the Region highlighting current revenue sales. Reviewing performance against budget and target for focus accounts across the region. Focused Pipeline Management & Analysis for all “Live” opportunities to be reviewed & implemented.
Relationship Management and Complete Supply Chain Solutions
Take pride in maintaining strong amicable working relationship and thus maintaining customer satisfaction at all times by being the single point of contact for customers across the MEA Region. Supply chain mapping for inbound and outbound flows into the MEA region for existing and long term objectives. Provide proactive guidance to optimize service delivery and customer service.
Projects
Nokia MRC Logistics & Warehousing: Designed & developed the MRC process to pickup from Nokia ASV’s in 32 countries in the MEA region to delivery at destination in Hungary. Maintain a monthly tracker report and send to all Nokia Local Area & Logistics Managers. Attend quarterly meetings with customer along with monthly calls to review the above process.
Nokia Marketing Logistics & PPOS: Distribution & storage of dummy and display phones from Honkong & China to 32 countries in MEA. Volume POS from Dubai to MEA region along with domestic distribution of PPOS material. Pre-alerts to all Nokia LSU’s and Field Force based on shipment dispatch schedule. Understand Nokia's requirement of process and work flows for implementation in the region. Contacting the LSU's and Field Force in the MEA Region on weekly basis for improvisation of these processes.
Nokia Cradles: Distribution of Nokia Cradles, Snapper Frames and Brochures from South Africa and China to Middle East and African countries. These are air freight and sea freight shipments to over 20 destination countries with DDP (Delivery Duty Paid) and Door to Door service.
CISCO Storapart and Warehousing: Acting as the Regional Order Management & Control Centre for FSL capabilities in MEA region. Responsibilities include Order Management, Storage Facilities (Warehouse Management), Transportation & Handling.
Managing various processes such as Customs Broker Metrics, Performance & Cost Metrics, Aging in Transit file, Dock to Stock report, Inventory Control & Cycle Count Process.
Ericsson: Prepared a customized solution for Supply Chain Management, Distribution & Storage of Ericsson products from Europe to MEA Region. Designed work flows for different modes of transportation (air, sea & road) into MEA region.
HP Returns Express: Designed Process Flows for eleven countries in the Middle East Region.
Institute of Electrical & Electronics Engineers (IEEE) USA Appointed to hold the post of Event Head & Event Organizer for the Annual Technical Festival Actively associated with the IEEE Student Chapter. Supervised the Career Launcher Workshop and member of the Publicity Committee. Awarded a “Letter of Appreciation” for sincerity & dedication
