Operational Head
Eternal Libaas
Total years of experience :22 years, 0 Months
KEY DELIVERABLES ACROSS THE TENURE
Brand development, Developing brand strategy and statistics systems.
Strategic Consulting, including business plan & sales strategy development.
Advising new customers on drafting long term business agreement with our organization, drafting privacy policies and structuring commercial transactions.
Establishing operational systems, processes, and policies in line with organization’s vision & mission and running the unit as an independent profit making cost centre.
Building effective project management system in the organization for timely development of customer orders with consistently meeting 100% customer satisfaction.
Dealing with customer queries and complaints
Overseeing pricing and stock control
Ensuring compliance with health and safety legislation
Managing budgets
Identifies current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements.
Problem solving, handling unusual circumstances.
THE GROWTH PATH
Feb 02 - Sept 05
Associate Consultant - Oracle I procurement; Software Solutions Centre of Excellence
Sept 05 - Dec 06
Assistant Manager Operations - Supply Chain Management Centre of Excellence.
Dec’06 - Jun’08
Manager Operations - Advanta Centre of Excellence.
Jun’08 - Feb’11
Business Continuity Manager
KEY DELIVERABLES ACROSS THE TENURE’S
Creation, maintenance and management of BC document (Plan) for various business critical processes within GENPACT.
Handling the proposal (RFPs) responses of strategizing BCM requirements to key prospect customers based on business impact analysis submitted.
Ensure adherence towards maintenance of Business Impact Analysis and conduct regular Risk Assessment exercise’ for mission critical processes.
Monitoring readiness of BCP systems in disaster recovery location within pre contracted time of business continuity.
Handle and act to various crisis situations in accordance to the BCM Manual of the organization.
Conducting periodic surveillance audits to assess the BC readiness of the organization.
Conducting periodic training sessions with new BC single point of contacts from various critical sub domains.
Establishing operational systems, processes, and policies in line with organization’s vision & mission and running the unit as an independent profit making cost centre.
Building effective project management system in the organization for timely development of projects with consistently meeting 100% customer satisfaction.
Strengthening the business unit through team leadership by recruiting, coaching & developing and targeting on high productive teams to make business centre more profitable.
Streamlining the process operations as per the standards set and ensuring accomplishments of the set quality standards in SLAs.
Providing businesses with tools to improve capability of business processes to increase performance and decrease process variation.
Re-engineering the organization to implement lean concepts and to bring efficiency in all verticals.
Generating plan of action based on the gap between current processes, structures & targeted objectives as well as developing framework of quality standards, systems & procedures and overseeing smooth implementation.
Focusing on achieving bottom line results while providing complete business solutions to meet diversified client needs.
Leading & mentoring team members to meet the process CTQ measures and exceed client expectations.
Troubleshooting and solving escalated issues, error messages (via Support Central, internal GE support website) for GEtServices Application.
Evaluating the calls of agents, provide feedback on their calls, undertaking call- taking excellence training to improve the quality of calls taken by the team.
NOTEWORTHY HIGHLIGHTS ACROSS THE TENURE:
Holds the merit of being the certified:
BSI Certified Lead Auditor for BS 25999 certification (May 2010).
Soft Skills Voice Trainer.
Received prestigious Gold award twice (50000 cheer points) for my contributions in year 2009-10, Received Silver award (25000 cheers) in year 2008-09 for my contributions with my lean projects.
Awarded with leadership excellence - Icon of the year in 2010.
Authored SOP’s and functional documentation of the Business Continuity function at the organizational level for next generation managers.
Pivotal in leading to increase in the site SU% from 1.42 to 1.79 by effectively releasing vacant capacity and increasing sharing opportunities of 2000+ seats. ~ Resulted in direct bottom line revenue savings of $10 MM per annum.