Manager
Tanfeeth
مجموع سنوات الخبرة :11 years, 8 أشهر
Responsible for performance analysis and reporting for Board, CXO review’s enabling strategic business decisions and set up of performance transparency mechanism to granularly analyse and ascertain reasons for performance deviation
Instituted a holistic business performance review framework to enable early identification of causal factors of deviations
Diagnosed high impact areas to improve effectiveness and efficiencies by over 20% in call center and back office operations of ENBD bank, prepared project plan and roadmap to realize potential
Led a team of consultants in client development effort to diagnose process reengineering opportunity at a leading government agency in UAE to significantly reduce process cycle time
Developed business model and project plan for a joint venture set up with Tanfeeth, which included projections on capital requirement, cash flow statement, profit and loss statement and funding options
Responsible for developing proprietary tools and methodologies (e.g., P360), leading pre-engagement diagnostic effort, client project delivery, providing advisory support to global teams in solving client problems and preparing deep industry insight documents. As expert consultant have advised senior clients on cost optimization, location strategy, service to sales transformation and due diligence with annual O&O spend ranging from USD 100 Mn to USD 1.8 Bn.
Led benchmarking cum deep dive diagnostic for over 12 clients in South Africa, India, Malaysia, Indonesia, China, Australia, US, Japan, UAE and Brazil, visited over 25 leading delivery centers globally as industry expert for assessment
Reengineered work force management practices for a top 3 service provider in South America, delivered 10% to bottom line
Transformed MIS system for a tier -1 service provider in India by designing cockpit view of organizational health
Designed solutions around call type segmentation, smart desktops and coaching to improve call centre service to sales potential by 2-3%+ for a large Asian bank
Designed CRM system for a leading public sector bank in India to capture call center interactions in a meaningful manner
Responsible for driving offshoring strategy of Juniper shared services, leading reengineering and transformation effort across functions, managing process migration and developing performance transparency. Core member of the shared service governance committee
As first employee in the function, developed department charter and budget, aligned with governance committee, organized and led a team of 10 lean and six sigma experts
Delivered efficiency improvement of 15-20% across processes in shared services through rapid improvement blitz
Operationalized internal stakeholders satisfaction surveys, process migration methodology & monthly review mechanism
Executed migration projects of over 120 FTE’s from USA and Europe to India and China, assessed additional migration opportunities and designed migration roadmap for additional 200 FTE’s in collaboration with senior leaders
Responsible for implementing HP quality framework and accountable for quality of services delivered in supply chain, finance, accounting and call center operations including efficiency enhancement
Diagnosed key issues in accounts payable, reduced overdue balances of $690 Million from the controllership books
Reduced data entry defects by 40%, rework by 8% & duplicate payments by 5% in accounts payable by driving digitization
Improved call center efficiencies to the tune of 6%
Responsible for driving transformation efforts in key client account across BFSI and Telecom verticals
Delivered 10% efficiency in a large US retail bank call customer service operations generating QNI of USD 2.3 Mn/annum
Implemented KANBAN model in leading Indian telecom client leading to 12% improvement in instant customer satisfaction
Developed a novel staffing model for highly variable demand in 1200 FTE’s client account, improved margin by 15%
As manager operations led 300 FTE’s customer service operations for a BFSI client with accountability for top line
Responsible for developing and maintenance of information systems catering to engineering and production information requirement which included material requirement planning, bill of material and total quality management.
Eliminated 1, 200 redundant SKU’s and associated inventory under direct supervision of vice president (material) by conceptualizing and implementing an intelligent system for inventory management.
Achieved 60% reduction in data tempering by developing and installing security system for material management.
Master of Business Administration (MBA) from top Indian business school with major in Strategy, operations management & systems
Bachelor of Engineering (BE) from one of the top Indian engineering institute with major in mechanical engineering