Delivery Leader
Nielsen
Total years of experience :17 years, 2 Months
• Accountable for On-time and Quality delivery to clients by managing E2E Operations streams
• Proactively manage communication with client and cross functional teams & serve as liaison between Operations and Client support team
• Facilitate issue resolution for all retail deliverables. Manage escalations to management ensuring constant, consistent communication
• Identify process improvement opportunities and best practice sharing. - collaborate with cross functional teams to define and deliver custom retail deliverables within the scope of contract commitments
• Building and meeting Operating Plans / Costs targets for the year along with productivity initiatives
• Provide guidance and mentorship to a team of 50+ associates coming from various backgrounds / culture
• Accountable for On-time and Quality delivery to clients by managing E2E Operations streams
• Proactively manage communication with client and cross functional teams & serve as liaison between Operations and Client support team
• Facilitate issue resolution for all retail deliverables. Manage escalations to management ensuring constant, consistent communication
• Identify process improvement opportunities and best practice sharing. - collaborate with cross functional teams to define and deliver custom retail deliverables within the scope of contract commitments
• Building and meeting Operating Plans / Costs targets for the year along with productivity initiatives
• Provide guidance and mentorship to a team of 50+ associates coming from various backgrounds / culture
• Accountable for the continuous improvement in Global Operations
• Partnered with regional and global business leaders to define business strategy and identify improvement opportunities
• Led broad scope, high impact projects/initiatives while utilizing Lean / Six Sigma principles
• Served as an expert consultant on Lean / Six Sigma philosophy and approaches across the organization
• Served as a change agent to align stakeholders and drive lasting change
• Drove the sharing and institutionalization of best practices
• Coached and mentored Green Belts in fundamental project execution and technical elements of Lean / Six Sigma principles
Driving the reduction in Client inquiries by pro-actively identifying & closing issues
Deep dive in any random client escalation with the team to arrive at a) Clear problem b) Root cause c) Sustainable solution d) Data points to show before/ after (control charts)
Track all lost business in RMS/CI & understand the reason for Loss. Assess where we can improve to reduce the loss%
Drive GBS-CS engagement at frequent interval to enable learning, open-up communication barriers, drive focus on client voice in GBS & vice-versa
Track actual Expenses v/s OP and find reason for variance & build action plan to cover the negative gap
Review the productivity funnel monthly. Any gap vs Existing & Stretched target - Identify initiatives to cover the gap
Fulfillment & Delivery (F&D) leader of UAE, Bahrain, Oman, Qatar, Kuwait
Responsible for day-to-day management of the assigned processes and projects, including: supervision of production staff, scheduling, quality assurance and coordination & communication with clients
Ensure the quality of assigned work, utilizing current QA standards and through established data relationships and calculations
Act as a technical advisor/resource to clients and client service teams and work on solutions for client by understanding Operations and challenges
Rewards and celebrates achievement, addresses poor performance
Team building, motivating and coaching. Successor planning
Communicate openly with client service teams when support is required to escalate quality or communication issues with the client
Coordinate reporting with the client to ensure data quality
Drive alignment to ensure a sustainable process and that teams in multiple locations work together cohesively
Improve operations efficiency and meet productivity targets
Use BPI methods and drive Kaizen sessions to improve quality and cycle-time
Fulfillment & Delivery (F&D) leader of UAE
Ensure deliveries are adhered to defined procedures, schedules and always meeting SLA
Collaborate and support offshore teams to troubleshoot ensuring that deliverables are met
Preparation of quotations and costing for new projects
Be knowledgeable on defined procedures, delivery schedules and SLAs to ensure compliance and to support executives
Support a “root cause” culture to ensure that a true resolution is achieved for all performance incidents identified
Provide constructive input to process owners/coordinators and people managers/team-leads to optimize / improve Operations effectiveness
Understand the relationship of assigned processes to both upstream and down-stream processes to guarantee clean data is delivered by eliminating the need for reworks from any Operations team
Communicate openly with other Operations teams on issues, handoffs etc. to ensure established deliverables are met
Collaborate and support offshore teams to troubleshoot ensuring that deliverables are met
Transfer process knowledge from one assignment to another with minimal to no training
Provide consistent, regular and meaningful client service and communication
Manage market-research projects from end-to-end by: defining project scope, developing detailed project plans and milestones; assigning task to individuals; managing and escalating project risks; execute field work including survey programming and supplier coordination
Analyzing the data with various statistical tools to provide the actionable insights to the client based on the research
Set up and implement new and on-going projects. Provide timely status reports, project analysis and recommendations. Proactively identify project risks and develop risk mitigation plans
Ensure that projects are delivered on time, on budget and meet the client’s requirements. Perform all other duties necessary for successful project completion.
Coordinate with various vendors.
Outsourced KPO for a American Market Research company)
Planned, directed, and managed US Market Research projects for providing actionable information to help effective decision making
Ensured that research objectives were accomplished in accordance with outlined project specs in proposals and been successful in project completion ahead of schedule resulting in customer delight
Experienced in projects related to Brand & Strategy studies, Brand Development & re-positioning, Consumer perception/satisfaction, Awareness/Trial/Usage, Concept testing, Tracking and trend analysis etc.
Experienced in various data collection methodologies including Web online projects, paper and pen surveys, ICW, CATI / COW, FAST TRACK, snail mail projects etc.
Coordination and negotiation with various vendors
Reviewed Questionnaire using research methodology techniques, logics, scales and adapting questionnaire into a programmer understandable format with logics/skips/jumps/loops to get it programmed and test it effectively to match up to the requirement
Negotiated schedule and budget with research staff for resources to meet the ensured quality and proven service; Delegated responsibilities to meet scheduled timelines
Pre-sales Activities: Assisting with sales proposals, tender responses, demonstration of our software to prospective customers and discussions with them, concerning the ways in which the packages can be used to meet their requirements
Generating the leads by different sources
Attending at conferences and exhibitions
Presentations at seminars and User Group meetings