Head- IT Operations
Allianz Managed Operations & Services SE
Total years of experience :18 years, 8 Months
- Lead IT Network Operations and Process Integration Work stream as a part of Allianz Global Network Strategic Transformation Program aimed at consolidation of network and IP telephony services (>200K active ports) of Allianz companies globally
- Operational strategy formulation and execution to drive cost optimization and improve process efficiency by implementation of Best practices in line with ITIL, Six Sigma, etc
- Design Operating models and roll out of global service management processes like Incident management, change management, service request fulfilment, Continual Service Improvement to Service Desks and Desk side support teams of various Allianz entities in Europe, US and APAC
- Documentation of lessons learnt and Review of mitigation plans to ensure business resiliency
- Enhance customer experience by incorporating VoC, Service Review meetings, feedback mechanism to enhance stakeholder satisfaction
- Partner and vendor collaboration with multiple global vendors to ensure seamless delivery and enhanced delivery model
- Establish Governance Model and Vendor review to improve network and telephony services
- Stakeholder and escalation management across all management levels and act as a focal point of contact for operational and process issues for all services rolled out by the program
- Manage a global onshore and offshore team of process consultants and service delivery professionals across multiple locations (~150 FTEs including vendor resources)
- Overall budget responsibility of > 5 M Euros
Achievements
o Cost saving of >500K Euros YoY by insourcing Process integration from the Vendor
o Saving of >750K Euros via contract CR negotiation with Provider
o Rollout of NPS and CSAT for customers as a key performance measure
o Standardization of client on boarding process to achieve operational efficiency
o Strategic design of new migration rollout for 34 countries
Provide leadership to 98 out of 137 FTEs in the division with focus on IT Service Desk (primary), IT Security Admin/ Access & Identity Management, 2nd Line Desktop (Workplace/ Field Services) management, Incident Management, Service Account (Relationship) Management, Change Management, Configuration Management, IT Governance and Management Information systems supporting Allianz UK and India employees.
Accountable for business > £3.5 m in terms of FTE cost
Involved in task allocation to team members to ensure optimum utilization of available resources in addition to benchmarking of key performance indicators and major processes and ensuring that all the Service Desk KPIs like First Line Fix, Time to Respond/ Resolve across various priorities, Service Levels, Abandonment Rate, Speed of Answer, CSAT and NPS are delivered as per the SLA. In case of non adherence, develop Service Improvement Plans (SIP) to improve the service quality and present to Senior management groups on progress.
SLA design and management for various service parameters like Availability, Time to Respond/ Resolve, CSAT, NPS, etc.
Ensure compliance to ITIL guidelines and appropriate documentation in Incident management and Event management processes. Accountability for appropriate communication flow between users and IT in case of major incidents through various modes like emails, IVR, intranet, etc and the accountability of entire Incident Management and knowledge management. Incident analysis to feed in to Problem Management to bring down incident levels.
Liaise with various technical support teams across India, UK and Germany for restoration of services during downtime and with virtual teams across various locations pertaining to program deliverables.
Coordination of DR (Disaster Recovery) related activities like planning, mock drills, Inter Building Resiliency testing for the Division in case of any events and a core member of BCP (Business Continuity Planning) team within site.
Ensure prompt resolution of escalated issues in compliance to SLA parameters and formulating Service Improvement Plans in conjunction with other IT teams as per the justifiable customer needs.
Involved in development of human resource management plans & strategies in coordination with the human resources team and India Head - IT Operations.
Conduct performance management & appraisals, talent development (technical and business skills) & categorization using 9 Grid Model.
Function as Human Resource SPOC for the division highlighting employee issues, policy changes etc in executive committee meetings and also driving Diversity (Geographical, Gender and Physically challenged) targets across the division and organization.
Act as a Financial SPOC for the Division to manage and plan operating costs and budgets and drive positive Return on Cost for the Division through analysis, pyramid refresh and effective cost allocation.
Coordinate with the India Head - IT Operations in development of annual corporate plans/ policies for the division and maximize client satisfaction and cost effective services through collaboration and management of relationships between Develop new business proposals & introduce new technology, transition projects from UK & other Allianz locations and acquire new businesses aimed at minimizing operational costs for the group.
Involved in process improvement & streamlining using quality tools / methodology.
Coordinate with external & internal auditors like KPMG to ensure complete adherence to SOX and ICOFR guidelines as part of Identity/ Access Management process. Adherence to the ISO 27K and 20K guidelines.
Function as Single Point of Contact for Quality Management System and OPEX Six Sigma process improvement initiatives for the division.
Spearheaded offshore IT Helpdesk B2B support of a Fortune 300 client from India in compliance to SLA parameters.
Designed & implemented KRAs of team leads (4), and analysts (65), as well as, local IT support personnel for the entire project.
Rendered multi-lingual support (English, French, German, Portuguese, Mandarin, Italian, Dutch and Spanish) using multi-mode web, chat, email, voice support. User base spread across US, EMEA and APAC (Primarily Singapore and China)
Involved in coaching, mentoring & development of junior team members and team leaders besides maintaining good business relationships with key internal customers and other operational groups in HCL.
Recruited analysts & team leads for the IT Helpdesk, as well as Remote Desktop Management (Desk side support team) team based on project requirements in addition to identification of training needs and conducting training sessions.
Led the IT operations team, ensured optimum utilization of available resources and performed various business development activities. Reported to DGM Operations.
Managed 14 FTEs voice based inbound desktop support (technical & warranty sales) process aimed at maximizing customer satisfaction and other metrics through high quality service delivery.
Involved in preparation of daily/ weekly/ monthly/ quarterly progress reports for analysis of entity performance and development of strategies to improve various KRAs like AHT, Resolve Rate (FCR), Conversion Rate and Refund Rate on sales etc.
Maintained outage and attrition within permissible limits through sharing & implementation of best practices in the team.
Ensured compliance to quality parameters through coaching & feedback sessions for team members and implementation of remedial measures based on requirements.
Coordinated with the senior management in setting up and monitoring KRA of team members to ensure compliance to SLA parameters.
Focused on professional development of resources through organization of need based/ Yellow/ Green Belt training for team members & team managers in coordination with the quality team.
Implemented Rewards & Recognition schemes within budgetary constraints as part of employee engagement initiative.
Highlighted team & process performance to the higher management in executive presentations followed by implementation of suggested measures aimed at process improvement.
• B.Tech (Textile Technology), Kuvempu University, Karnataka, India, 2000