Business Head
Tech Mahindra Ltd
Total years of experience :28 years, 10 Months
Have handled large Customer Experience transformation projects and have worked on Gap Analysis, Identifying NVA's, Defining Turn around strategies, People optimization, Cost optimization, Process enhancement, Deploying Empowerment tools/ Processes, Re writing SOP's/ Workflows, Deliberation through FMEA, VSM methods and use of Six Sigma techniques to build up projects for project re-engineering, Introduction of soft automations into projects for elimination of manual activities, Mitigating Errors, Reduction in HC, Volume deflection to other channels, Knowledge on Artificial Intelligence and Next Generation Customer Experience, Chatbots, Robotics etc
•Framing work direction and plan for associates after assessment of their capabilities, Business Management (Cost, Revenue and Profitability), People Management, to manage & grow business.
•Mapping business requirements and coordinating in developing and implementing processes in line with pre-set guidelines; spearheading process transition initiatives, ensure governance on process, operations and procedures.
•Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level, specialist in new business.
•Following up with technology for smooth transitioning / process transformation; Documenting the agreed outcome & processes.
•Managing service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT.
•Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs.
•Conducting root-cause analysis and taking preventive measures for repeated escalations.
•Leading, training and monitoring performance of the team members for maintaining excellence in the service operations by means of FMEA, VSM & Lean projects
AFRICA Business (Managing 5 Countries in Africa and its Delivery cum Profitability).
Scope Includes : Identifying prospect/ Creation of Opportunity scope/ Creating RFI, RFP documents/ Pre Sales presentations/ Defining Solution for the project/ Proposing solution as well as commercials to clients/ Closure of Contracts/ Preparing SOW's and MSA's for the project/ Setting up of Infrastructure and Technology requirements/ Set up the required teams with desired skill sets for the operations/ Setting up of Governance structure for internal as well as client reviews/ Providing Value add's to the customer basis Six Sigma and other projects/ Regular engagement with the customer for scaling up the business/ Ensuring client compliance
Key Deliverables
Overall administration of the Multiple projects/ sites in Africa for delivery and profitable running of the Business (P&L owner)
Responsible for AOP and P & L management as per AOP
Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level, employee satisfaction, Appraisals, six sigma projects
Ensuring CSAT to the desired bench mark, New Business Development & Client relationship
Ensuring statutory requirements specific to countries are in compliance and regular audits done
Represent the company in various forums and business engagements (Was part of the 2014 World Economic Forum)
Client Engagement and Business development in Africa
Initiate Business Transformation/ Six Sigma projects across projects in Africa, Pursuing Black Belt project
Attainments
Holds the distinction of turning around loss making Centers to profit making Centers in 5 countries in Africa
Winning of new short term project with 2000 employees with a leading telecom company in Nigeria and achieved ramp up in 15 days time.
Have done Black Belt projects to turn around loss making projects
Setting up of a new facility with over 700 seats (1000 Employees) within 3 months of project kick off and absolute seamless migration of all processes along with new employees at a tier 3 environment in Nigeria
Effectively played a multifaceted role in creating Infrastructure, Technology, Procurement management designing to suit international standards of a BPO/ Call Center
Seamless movement of existing business from tier 1 to tier 3 city without any employee or Union issues
Effective management of Unions resulting in a Tech M benefitting CBA
Commendation from MTN client for completing a project successfully demonstrating high degree of Professionalism
Winner of the Tech Mahindra Global Service Excellence award for the year 2014
Operations (Operations - Backend - Mobility & Landline)
Key Deliverables
•Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
•Ensuring profitability of operations and accountable for strategic utilization and deployment of available resources to achieve organizational objectives.
•Determining staffing requirements and undertaking interviews’, hire and train new employees.
•Implementing productivity improvement methods/tools from time to time as identified by domain specialist.
•Holding responsibility of revenue and profit for specific process within scope of authority.
•Identifying business opportunities and initiating the process through business development team.
Attainments
•Holds the distinction of setting up / establishing the entire VAS provisioning for the Airtel customers - Pan India - 23 Circles).
•Successfully established & implemented organization's policies, goals, objectives, and procedures, conferring with board members, organization officials, and team members as necessary.
•Was instrumental in documenting Standard Operating Procedures for Pan India Provisioning, Control Metrics, Value Stream Mapping resulting in monetary benefit to the client & FMEA.
•Done Soft Automations resulting in elimination of error prone activities thus ensuring higher accuracy on transactions as well as resulting in utilization of manpower to other new processes. Value adds to the client by way of reduction in manpower and billing and to the Partner resulting in more business from the client.
•Conferred with Best Manager Award, Attrition below 3 % continuously for 6 months / Process was conferred with Diamond Award for its exceptional performance for the year 2008 - 09 by Client, Reduction of Rejections from 32% to below 10% resulting in huge savings to the client.
•Was among the few managers (Overall) to be rated as “Exceeding Expectations” resulting in getting promoted from an Operations Manager to a Senior Manager within a short time.
•Best Center Award received by the operations for 2009 - 10 for Asia Business Unit
Operations- Backend)
Key Deliverables
•Coordinating with the client/ business on the day-to-day production approach / queries / Complaints Management / Nodal Escalations, etc.
•Ensuring real time queue management; understanding the team/ agent composition and assigning the work across to the respective teams based on ability and skill set.
•Handling entire gamut of tasks entailing training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems.
•Submitting accurate and timely daily/ weekly monthly MIS reports and updates.
Attainments
•Demonstrated skills in setting up / establishing the entire Enterprise Backend Services for the Corporate customers of TTSL Post-paid (Pan India - 17 Circles - VAS provisioning / Tech & Non Tech requests and Complaints / E-Mail Support / Complaint Management & Nodal Escalations).
•Was instrumental in piloting all the backend activities for the client (Email Correspondence, Vas Provisioning, Technical Complaints, Complaints Management, National Billing related Complaints, Shadow Customer Relationship Management - Account Management).
•Increased from 16 seats to a whopping 140 seats within 8 months time resulting in increased revenue
•Was instrumental in moving from a Per Seat billing to a transactional billing giving scope for automation
Operations-Inbound Call Center)
Key Deliverables
•Providing functional management of Teleservices Program(s) ensuring client retention, satisfaction and growth of existing Accounts.
•Monitoring & tracking deliverables to ensure legendary service delivery to the Client Company(s).
•Working with Operations to document business requirements, KPIs / metrics and program set-up features to meet client's specifications.
Attainments
•Handled the piloting of Newbie’s resulting in the process becoming No.1 & 2 for 8 continuous months in Inbound Call handling for Overall Airtel India.
•Was a part of the core team to successfully introduce Gurukool resulting in professional call handling resulting in high ICE (Instant Customer Engagement) scores.
•Was instrumental in developing the PEAT (Pre Error Alert Tool) link resulting in reduction of errors (Wrong communication and Wrong tagging)
•Promoted as
Client Coordination in UK)
Key Deliverables
•Started with selling of calling cards to UK customers on behalf of Toucan telecoms
•Identifying and communicating processes to enhance the quality of services to clients as well as improvements to productivity and business/client financial goals.
•Preparing and reviewing client invoices for accuracy and assure billing accuracy/integrity.
Attainments
•Dextrously verified and approved genuine sales.
•Took extra initiative to convert sales when cold calls were transferred by new associates resulting in increased revenue to the company.
•Work Profile changed within 3 months from a Quality Verifier to Client coordinator to ensure reduction in cancellations after billing resulting in reduction on revenue leakage.
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