Chief onsultant
PS Consultants
Total years of experience :36 years, 2 Months
Providing Management Consulting services
• Consulted with an MNC Zimplistic, to set up their captive customer support contact centre operations in Gurugram. This is a start-up operation, < 6 months old.
• Short term assignment with (American Express - GBT) in streamlining work flow process and eliminating customer servicing issues. Achieved a steep rise in customer satisfaction scores within the first month, up by 80%.
• Short term assignment with a leading onshore/off shore company Sutherland Global on a procurement and order processing process. Key deliverable is to transition work process from captive centre to a 3rd party centre, introduce automation and define process efficiency opportunities. Achieved the transition completion within the agreed timelines and gave recommendations for process automation that would lead to saving in cost and FTE.
• Consulted with a leading OTA (Fare Portal) on multiple assignments-identify a back servicing and Data Centre location in India
• Overall responsibility of the Corporate Travel and MICE verticals. This was a short term contractual assignment to streamline work flow processes.
• Blue Moon is a privately owned company and an exclusive partner of Amex GBT in India.
• Manage the relationship with Amex GBT
• Strategy for process improvement and overall automation initiatives, including development of a booking portal and mobile applications for all verticals.
ACHIEVEMENTS:
• Strengthened partnership with Amex-GBT and negotiated on Royalty fee settlement processes and modalities.
• Strengthened the team at Hyderabad branch by hiring a Branch Manager and acquired new business for the branch.
• This position was based in Kuwait. Alshamel is a leading TMC, listed in Kuwait stock exchange with operations in 8 locations across 7 GCC countries and a GCC partner for Carlson Wagonlit Travel at 5 locations.
• Direct responsibility for Corporate travel (offering online and offline solutions) and Leisure travel verticals and define business plan, strategy for developing B2C and B2B solutions
Senior, General Management role reporting to the Chairman
ACHIEVEMENTS
• Streamlined complete work flow processes by restructuring, re-designing a competency based organizational structure, re-assigning roles and responsibilities across all locations.
• Introduced automation in day to day work flows and servicing processes resulting in reducing cost of operation.
• Managed multiple teams across 7 countries comprising of 150+ employees.
• Reduced rework eliminated non-productive activities, inefficiencies that have resulted in improving operational costs.
• Introduced new products and services to improve servicing capabilities, controlled revenue leakages and improving the bottom line.
• This was a short term Project based employment that required working with the local and regional teams to provide Strategic Consulting, including business transformation projects& strategy development.
Scope:
• Lead Global Project for transition and implementation
• Evaluate, Design, Project Manage and implement detailed requirements pertaining to automation and processes.
• Set up and support ongoing operations of a Global Fulfilment and Technical Support Centre.
Pilot with one customer and create a robust platform for multi customer fulfilment
ACHIEVEMENTS
On time completion and multiple implementations simultaneously.
• Set up the new contact centre location for WNS
• Work on RFP’s, Manage multiple Customer contracts and Relationships across multiple and diverse geographies.
• P&L responsibility for multiple and diverse processes and revenue models
Manage Service level agreements.
• Transition, Operations and Account management of multiple and diverse teams.
Formulating and enforcing the service strategies and constantly enhance customer servicing
ACHIEVEMENTS
• Grew from one customer to multiple customers and processes (7 processes from 5 customers) in a span of 2 years.
• Managed a team size of 300+ FTE
• Transitioned multiple processes from client site to WNS location.
• Maintained an employee attrition at<2%
• Led a large consultation assignment that contributed significantly towards the site revenues.
• Head the Travel Operations of in house IATA Travel Agency operations and online travel operations of Times of India group.
• It’s a start up and all operating infrastructure and procedures are to be established on a B2C platform.
• This included,
o Develop content and promotions for online sales
o Partner with a GDS and develop a online tool for the Corporate Travel bookings.
o Hire talented and skilled resources online sales and servicing,
o Business Development through online retail sales,
o Negotiate and Contract with key servicing support vendors,
o Product Development - work closely with technology team for site development.
Service fulfilment
BPO Matrix was a start up back office processing centre managing travel related processes for third party MNC organisations in North America.
My role as a Profit Centre Head was been to set up the centre from the very beginning, i.e.,
Hire and train staff
Manage transition,
Interact with the customers
Set up work flows, processes,
Define SLAs and manage all operations.
We successfully migrated multiple processes Data and Voice
International Travel House is part of the ITC group of companies. Its operations and procedures are ISO 9001 certified.
My role as National Manager entailed complete responsiblity for development, growth and profitability of Business Travel.
A network of 10 IATA locations and 40 implants, servicing 250+ corporations and multiple hotel service counters that operated on a 24x7 basis.
May 2001 to April 2002 - This position was a single window contact with Senior Management and cross-functional line of businesses for all operational matters, key change initiatives, training needs, BCP planning, etc.
Prior to this held several leadership poistions:
Manager Process Improvement, Business Travel August 1997 to May 1999
Business Head World Bank Business April 1995 to August 1997
Leader Travel Operations (North) Feb 1994 to April 1995
Senior Travel Counselor WHO (on site location) Oct 1993 to Feb 1994
Senior Travel Counselor Travel Operations August 1992 to October 1993
Bird Travels is a GSA for Lufthansa in Punjab, Haryana and UP
Joined as Counter Executive and moved up to the position of Reservation Manager.
Responsible for the operations, sales and servicing units.
The job involved coordination of sales, reservation and ticketing between multi location offices across five out station offices in three different states.
Full responsibility of sales and servicing retail and bulk purchase customers (Corporate and sub agents) based in Delhi.