Senior Manager/ Process Controller
Managed Services
Total years of experience :20 years, 2 Months
Top Business Risk identification, Risk Management, follow-up and reporting to Top management
•Providing a middle layer for operation support between HQ/India Management and Circle Operations Teams for ensuring smooth Internal Control business requirements
•Work closely with Circle Heads across PAN India to identify business pain areas and provide/facilitate solutions - process optimizations
•Driving Process Compliance initiatives, and Implementation Tracking
•Conducting Operational Audits/Semi Annual Control Assessment (SACA)
•Supporting Business Ethics Checks and Compliance Investigations
•Driving process awareness and Business Control Guideline awareness workshops
Highlights:
•Instrumental role is identification of top issues for managed services thereby won appreciations from HQ/Top Management
•Conferred Process Improvement Award for Managed Services 2014 by India Business Control team
•Work closely with BU Heads from Services, Projects, Professional Services (PSO), Presales and Sales teams for analysis of Competence requirements in various teams and ensuring resource readiness.
•Training budgeting, annual training calendar release and training/trainer assessments
•Coordinating with principals and vendors for any external learning’s.
•Delivering technical know-how sessions for AGC national / international customers on Avaya CRM portfolio
Highlights:
Played instrumental role is setting up AGC university program
InteractCRM
Product technical and consulting knowledge sharing for Avaya Contact Center suite including Avaya Interaction Center 6.X/7.X, Avaya Interactive Response, Avaya Enablement Server, Avaya CIE, Avaya CCE, Dialog Designer, Avaya Voice Portal, Avaya Communication Manager - globally to Avaya employees, customers and business partners
•Work closely with Global Master Instructors for exploring new released products/versions
•In-house team readiness: Coach and mentor internal consultants on CRM product range
•Content Creation, knowledge base management
& Marketing
Responsibilities
•Channel Network Setup for Telecom/Office Automation equipments
•Supporting channel teams for meeting business targets goals
•Promotional Activities/Marketing Campaigns/ New Product Launch
•Channel resource readiness in terms of product awareness, market/competition awareness
•Direct sales for major accounts
Project ramp-up/ramp-down, Resource Allocation/De-Allocation/Resource Utilization
•Resource Competence and Readiness
•Exposure to Ethics Checks and Compliance Investigations
The Experience Summary…
Operational Support
Responsibilities
•Channel Network Setup/Direct and Channel Sales
•Promotional Activities/Marketing Campaigns