Governance Lead & Global Project Manager - Commercial
Maersk
Total years of experience :26 years, 4 Months
- Setup Governance framework (Commercial) and now subsequently leading the Governance team for the Maersk Commercial Team (Global Service Centers)
- Financial risk management and process governance to include risk identification and control application while improving overall customer experience
- Driving global process standardization initiative
- Setup of audit structures to cover all the above areas
- Global Project Manager covering varied projects covering business project management, revenue improvement, Robotics Process Automation
- Change management in a complex matrix environment
- First project completed in a short time span of 3 weeks setting up a Global Control Center to monitor daily performance, contingency management and IT system outages
- Successfully completed projects in 2016 driving significant increase in volumes and financial benefits of ~$32 mn across both Governance initiatives and projects
- Working with teams across 6 Shared Services Centre’s as well as onshore teams globally
Led BCP globally for Maersk GSC Commercial
- P&L / Account owner for USD 11+ mn. Global Operations spanning across six delivery centers in India, Malaysia, Egypt, Colombia and Bulgaria. Team size of 550 resources
- Led the transition exercise for Bulgaria which included new location selection, resource hiring and infrastructure / technology setup
- B2B Operations supported across 82 countries in back office and data analytics; 52 countries in voice operations
- Support in 15 international languages mainly English, Arabic, Spanish, French, Portuguese, Berber, Mandarin, Hindi, Thai, Urdu
- Supported Journey Management (Ground Fleet) for one of the world’s largest oilfield services company as part of their HSE initiative
- Led service delivery, P&L owner, resource management, client management on both strategic level and day to day operations
- Operations managed end to end journey post creation including compliance, en-route tracking, emergencies, driving behavior tracking and analytics
- National Program Manager for countrywide Enterprise Data Support for India’s leading Telecom Service Provider.
- Delivery Lead for 150+ members team covering Business Analyst, Data Analyst, Helpdesk Support, Field Engineers covering products like mobility (cellular services), data cards, location tracking, mobile data management, VSDN, PRI, toll free numbers etc.
- Key Responsibilities include revenue management for the account, customer satisfaction, minimizing escalations and service level adherence, business growth (new business farming)
-Responsible for a 500 FTE operations spanning over Level 1, Level 2 Voice and Non Voice transactions
- $4.9 mn/year operations
-Key responsibilities include Profit and Loss Management (Capex, Opex, GM & OM), Resources Planning, Client Relationship Management, Performance Management and Vendor Management
-Decision making and influencing authority operational, financial and strategic planning
Experience Highlight
•14+ years of rich experience in Operations, Project Management, Business Transformation & Business Development
•Specialties - Customer Service Operations along with deep experience in IT Services, Outsourcing, Vendor Management, Six Sigma, Workforce Development, Business Transformation / Innovation, Process Automation
•Experience in the North American, European, APAC and Australian markets
•Led 9 transformation projects as Senior Manager with approximate benefits of $3.4mn
•Best Six Sigma Project Award Winner across the Wipro Enterprise with an approximate benefit of $1mn / yr.
-Leading the Center of Excellence team for the Customer Service SBU with 30+ accounts (9000+ FTEs) covering verticals such as Telecom, Hi Tech, E&U, BFSI, Aviation & Healthcare
-Front Office, Mid Office and Back Office processes coverage
-Research on new technologies and market trends complementing current businesses
-Continuous evaluation for non-linear revenue streams
-Opportunity identification, solution design and vendor management
-Actively involved in the RFx / Bid processes with the Bid Management and Sales teams globally
-Worked on 9 active projects with approximate benefits of $3.4mn
•Best of Breed Manager for 4 quarters during FY09-10 and FY08-09 for support operations of a leading Telecom Operator from UK
•All green scorecards on Level 2 Metrics for support operations of a leading computer manufacture from USA from FY07Q3 to FY08Q1 with 37% improvement on the core metrics. Achieved Best of Breed site for 2 quarters in the enterprise
•54% (FY07Q4 to FW08Q2) reduction in defects through case management initiative for the site
-Client management, shared P&L ownership with the Process Lead, performance management, performance review of supervisors, coaching and mentoring of supervisors, planning, execution and review of site initiatives, productivity and attrition (retention activities).
-International accounts with a span covering up to 500 employees
-Championed Communication Improvement with an improvement of 23.27% in Customer Satisfaction
-Transition for setting up an “up selling” process
-Awarded Brown Belt in the Wipro Leadership Development Program
-Head of Location Transaction Quality Team
-Head of the site DBA/MIS team
-Launched intranet for the site to overcome challenges due to rollout of paperless environment.
-Employee retention SPOC.
-Annual Appraisal SPOC for the location
-Site Certifications (ISO/COPC) SPOC
•Site ranked as Best of Breed on On Job Training team for the enterprise by the client under my leadership
-Managed operations of floor teams, weekly performance review of teams on their CPM’s and attrition
-Coaching and mentoring of supervisors
•Part of the Best of Bread team
•Headed the Transition Queue (On Job Training) for the site with a headcount of 350 agents and its support staff
•My site was ranked as BOB on Transition Queue (OJT) team for the enterprise by the client
• Part of the Best of Bread team
• Headed the Transition Queue (On Job Training) for the site with a headcount of 350 agents and its support staff
• My site was ranked as BOB on Transition Queue (OJT) team for the enterprise by the client
TECHNICAL FACILITATOR MAY 2003 - SEPT 2003
Job responsibilities included Level 2 support to Level 1 agents in providing resolutions to customers of one of the largest computer manufacturer in USA, taking escalations from L1, maintaining and tracking performance records of TSA's and mentoring them for better performance through technical training
CO FACULTY TRAINING AND ASSESSMENT
• Core member of the Co Faculty team wherein I was expected to design and facilitate modules, to bridge the gap between the process training and operations
• Trained approx. 300 agents
Role & Responsibilities:
• Conducting & co-ordinating training sessions
• Conducting Written Test, Vivas, Mock Calls
• Co-ordination between various support functions for smooth transition from training to the floor
• Designing question paper's so as to have uniqueness in each assessment
• Conducting feedbacks from batches at the end of each training sessions
• Implementing suggestions given in the feedback
Achievements:
• On Job Training learning curve reduced from 4 weeks to 2 weeks
Job responsibilities included supporting customers of the largest computer manufacturer in USA through the telephone technical support service
FREELANCE SOFTWARE DEVELOPER JAN 2000 - AUG 2002
• Designed, developed and deployed a completely automated invoicing system
• Designed, developed and deployed a website for a small sized firm catering in Computer Services and a trading firm
• Analyzed, designed and completed lab setup for Madurai Kamaraj University's Mumbai Regional Center
• Designed, developed and deployed demographics and a charity trust management software for H.H. Syedna Taher Saifuddin Memorial Foundation a medium sized charitable trust run by the Dawoodi Bohra Community
• Software Analysis and Development for small to medium sized institutions
The firm had a successful Silk Screen Printing and Desk Top Publishing business with a staff of five full time employees which diversified into trading in Silk Screen Printing Materials & Accessories with retail and wholesale stationery and complimentary and gift articles' business.
Responsibilities
• Assisted in the family business.
• Handled customer accounts and managed overall functioning of the business
• Introduced computerized artwork and desktop publishing.
MicroMasters in Supply Chain Management through edX platform undertaken by Massachusetts Institute of Technology
C-PG Diploma in Business Administration (CRM)
Bachelor of Computer Applications