Global Consumer Insights Manager - West
Nielsen
مجموع سنوات الخبرة :23 years, 2 أشهر
- Support in Project Management for 6 countries including Egypt, Jordon, Morocco
- Streamline Vendor Processes, and implement metrics to measure the Project Performance
- Work on defining / refining SOPs at a Product level, particularly engage in Complex or High Net Worth Projects
- Identify opportunities to bring cost efficiencies and reductions in CPI at a project level
- Provide BI support and drive initiatives across Middle East, Europe, Canada, Africa, South America, India, South Asia
- Work Closely with all stakeholders to assess Client Expectations and design optimal solutions to bridge the gap
- Work on deployment of STG Platform across the region
Key Projects
- Robotic Process Automation - 7 Projects resulting in significant TAT, Productivity & Quality benefits
- Project Lead for Chatbox across 90 countries enabling monitoring of key metrics and productivity benefits
- GDPR Implementation across Europe and leveraging key elements for other markets in Middle East, Africa & Asia
- Enhancing Client Solutions for High Net worth Clients resulting in renewals / Verbatim or scope enhancements
- Streamlining Process to automate Charting solutions Globally leveraging eTabs / Robocharts
- ILD / PII Process Mapping and Checklist to ensure strong adherence to data privacy guidelines and controls
- Reviewing / monitoring / Adherence of legal documents of all Vendors across Europe, Middle East, Africa, Americas, India & South Asia
- Competency Development Program to map the learning gaps and sync it with enterprise training programs
- Driving Online Adoption across regions as a methodology resulting in an overall improvement significantly.
- Generated strategy and innovative ideas to promote as well as safeguard the brand value
- Ensured the business models are reviewed, redesigned, optimized based on marketing strategy and target audience needs
- Unified brand-building resources and produce viable roadmaps aimed at increasing the overall ROI of the business
- Ensured brand alignment increase the brand awareness and equity of the organization
- Improved the revenue and profits by driving higher engagement levels amongst subscribers
- Worked with key stakeholders to ensure alignment of the objectives across business units (product/segment)
- Managed all aspects of Offline Sales and Business Partnerships, that drives profitability, brand consistency and market growth
- Led Data Analytics and Reporting for clients including Ooredoo (Qatar) & Wataniya (Kuwait) for AC Nielsen UAE, Qatar, Kuwait
- Designed and provided result-oriented Reporting Structure to clients
- Flexible Dashboards for providing snapshot view consolidating over 36 reports
- Workflow Management Tracking System for managing the E2E surveys
- High end and Detail Oriented Reporting Templates for Nielsen Clients
- Quota Tracker for better management for Field teams and efficiency enhancement for Operations
- Managed multiple functions across South Asia, Europe and US sites for Treasury and Credit Services including Business Support and Project Management functions with a span of over 250 FTEs
- Enhanced operating scope and capability through learning projects like CDP & Treasure Trove
- Led key Multiple Projects using Six Sigma and Lean Tools
Highlights
- Operating Leverage (Bank of America) - blended metric consolidating all KPIs
- Competency Development Program - an end to end skillset development program launched; Result: 80% engagement across functions, a lowest attrition rate of <12% (company avg was at 18%) and associate satisfaction score >90%
- Share Drive Optimization across organization with profitable impact ($ 1, 000, 000)
- Seat Utilization across business vertical - ensured 30% cost cutting
Having 10 years of extensive experience in Banking Operations leading teams in Retail Banking Operations & Service Quality in India.
Led the operations teams for Banking Products including CASA, Mortgage Loan and Documentation, Personal Loan Disbursement, Auto Loan Disbursement & Transaction banking. Was responsible to reconciling internal suspense & MSA accounts & led the teams through multiple federal audits.
Also, was instrumental in establishing the key metrics for Asset’s business.
As part of the Customer service team, implemented scalable and durable solutions, in use for over a decade until now.
During my stint across the banks, managed teams from a span of up to 250 associates
- Ensured productivity enhancement for existing process by over 70% and reduced the customer turnaround time by over 90%
- Managed all aspects of Auditing for Operations Team in Delhi in coordination with internal teams and regulatory bodies (RBI)
- Involved in processing Asset and Liabilities Operations Units comprising mortgage operations, unsecured disbursals, current and savings account operations, fixed deposits setup, banks internal suspense account balancing and more
- Led key projects at pan India as Six Sigma Champion, north zone and defined Metrics of KPI for Pan India Asset Operations
Key Projects
- COMMAND - Complaint Management System - removed handoffs across functions resulting in overall ~ 10 FTE reduction across the country; Result: Identified as 3rd best initiative at international level
- Mortgage Document Management System (Standard Chartered Bank)