Associate General Manager
Technip
Total years of experience :20 years, 8 Months
My role involves governing Portfolio of Programs and Projects in Information Technology domain, in areas of Applications development, Data Management, Information Security, Cloud computing, ERP and Business Services. Business value of more than € 100 Mln annually.
Key Responsibilities:
Involved in designing and implementation of the operations process for the support desk.
Stream lined the process of managing an overall Bid Management process. The process was about receiving of RFPs from the regional teams, assignment of resources based on technicalities Bid tracking of the status of Ongoing Bids and finally timely delivery of solution to the regional teams across globe.
Enhanced the way of bid delivery to the clients have conceptualized the creative multimedia form of delivering the solution which was earlier delivered as a word format.
Participate in client sessions during various phases of the bid cycle.
Responsible for delivery of all customers, shareholder and employee dash board metrics as per goals
Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance services.
Conduct CAB Change Advisory Board Meeting
Identify & generate software business from new accounts, enhance business from existing accounts.
Generating and analysing various reports and catalogues for software installed base for NSN customers and identifying software Upsell and Cross sell opportunities.
Creating sales push plans, develop value based argumentation cases and maintain the pipeline for forecasted business
Providing the Installed Base reports to client facing Sales Managers and Business Development Managers and other regional counterparts and partnering with them identify and convert prospects into customers
Working in coordination with Regional Sales Teams, Technical Teams and other stake holders to provide them continuous support for delivery of required work in a Timely and effective manner.
Major Accomplishments:
Set up a one stop service desk for bid preparation in CSSC which currently caters all RFPs and Bid Management requests from across the globe.
Implemented BidBox Tracker a new online reporting and tracking tool for ongoing bid requests.
Enhanced the way of bid delivery to the clients have conceptualized the creative multimedia form of delivering the solution which was earlier delivered as a word format.
- Handling a team of production agents, subject matter experts, quality associates and floor coordinators.
Responsible for their daily production and ensuring the delivery SLA and KRAs.
Monitored and assessed current SLAs and prepared minimal service disruption strategies, ensured clarity around performance baselines and SLAs required by the client.
Performed quality checks and process knowledge audits for the agents and indentified the need for improvements and conducted refresher trainings.
Imparted trainings for the new hired employees.
Dexterously handled shrinkage management and schedule adherence of the team
Performance management for agents on floor.
Involved in monthly and quarterly performance reviews and annual appraisals for all the team members.
Managed performance appraisals and competence development for team members.
Functioned as an interface between the client and the in-house production team to ensure timely service delivery in adherence of agreed service levels.
Supervised and mentored agents based on process subject matter and soft skills.
Handling a team of production agents, subject matter experts, quality associates and floor coordinators.
Responsible for their daily production and ensuring the delivery SLA and KRAs.
Monitored and assessed current SLAs and prepared minimal service disruption strategies, ensured clarity around performance baselines and SLAs required by the client.
Performed quality checks and process knowledge audits for the agents and indentified the need for improvements and conducted refresher trainings.
Imparted trainings for the new hired employees.
Dexterously handled shrinkage management and schedule adherence of the team
Performance management for agents on floor.
Involved in monthly and quarterly performance reviews and annual appraisals for all the team members.
Managed performance appraisals and competence development for team members.
Functioned as an interface between the client and the in-house production team to ensure timely service delivery in adherence of agreed service levels.
Supervised and mentored agents based on process subject matter and soft skills.
Calling
Supporting customers via inbound calls