Team Leader - Business Process – PMO Consultant (Business Excellence/ Strategy/ Process Design/Corpo
Abu Dhabi National Oil Company (ADNOC)
Total des années d'expérience :20 years, 4 Mois
Industry : Oil and Gas
• Developed & maintained excellence in all areas of the Organization; by providing inputs to Board and CEO related to
Performance framework, Policies, Objectives, Programs, Processes, Knowledge & strategic change.
• Ensuring success in organizational performance management towards designing, developing sustaining Business
Excellence and adopt high standards to develop and monitor KPIs in order to achieve organization financial and strategic
goals Knowledge, Skills, Experience and Competencies. Identified root cause, and propose/implement corrective actions
Consulting: Stream Mapping study was done to identify inefficiencies, redesign processes, setting up governance model,
identification of RPA, other automation solutions & opportunities. Solution generation & implementation done in logical
phases, maturity assessment & transformation roadmap implemented for key business process metric improvement &
enhanced customer experience
CoE (Centre of Excellence) development: (SLA, KRAs, KPIs) -business metric alignment strategy, value chain study,
solution recommendation, diagnostic & process maturity assessment model - RACI.
Continuous Improvement DNA culture -
Helped resolve client business plan towards critical control and operational weaknesses; identified problems,
recommended improvements, and worked in collaboration with Middle Office, Risk, and Finance to implement issue
resolutions with work flow management - COPC, KPIs, SLAs, P&L, ISO and Business enhancement - Innovations.
• Identified new process opportunities and applied detail and methodical approach DMAIC to fulfil goals
• Educated business users on process improvement and Collaborate with the Manager, Service Excellence and Leadership to
process mapping, implement and evaluate initiatives to deploy the Excellence model through-out the organization,
Revenue, Margin enhancement: Revenue Leakage avoidance, Client Benefit - Strategy & solution Driving High Impact
initiatives/ projects on key levers - revenue per employee, productivity, efficiency, sales, customer sentiment (Customer
Satisfaction / Backend Effort Score), AHT/ TAT optimization, variation, defect / penalty cost
Transformation Roadmap & maturity assessment: Development for - Waste reduction - hand-off & internal wait time,
repeat contact waste reduction (40- 45% hand-off & TAT reduction); minimizing revenue leakage, days of sales
outstanding, penalty amount (20- 25%)
Project Governance: Ensuring the governance framework is implemented and executed in project and highlighting the
same to stakeholders in case of deviation for corrective actions.
Performance Check: Developed and improved systems, policies, procedures, processes & Business Performance
Management/Balanced Scorecards in line with the requirements of International/National/Corporate standards and
business improvement initiatives.
Organization : Vidal Health care, TPA
Industry : Healthcare - Life Insurance & Wellness
• Planned project life cycle with new promotions and initiatives & contributing to business development (Vidal care/Smart
Claims) & ISO set up; budgeting, establishing financial targets & forecasts monitoring the quality of the services provided.
• Played key role in process reengineering in financial justifications Designed delivered and developed training modules
Managed defect management process against KPIs, SLAs and their targets
Key improvement initiatives: through application of Lean, Six Sigma, Process Re-engineering, Kaizen, CI Revenue
enhancement, cost optimization, defect & penalty prevention, schedule adherence
Project: Lean Six Sigma project to reduce mismatch errors by 40-50% across different regions due to system, data
misalignment resulting in $1- 1.5 Mn loss, exposure risk elimination
Quality Management System (QMS): Managed to check all deliverables were in compliance of quality assurance and
implemented a standardized set of templates and governance models maintaining healthy client relationship and targeting
to achieve maximum client satisfaction. Continually seeking and capitalizing upon opportunities to increase customer
satisfaction and deepen client relationships
Departments : Contact Centre’s & Stores Operations (Customer Experience Touch Points)
Industry : Telecommunication
• Analyzed and improved business process re-engineering, with emphasis on end-to-end Service Delivery, to enhance the
customer experience CSAT, VOC to help achieve 100% sales completion rates, ensuring that quality of service is
maintained KRA & KPI and that financial objectives are met including EBITA with e-care project.
Report & Dashboards Preparation: Dashboard preparation for the engagement based on the current status analysis of
the account for senior management & customer - Daily, Weekly and Monthly reports. Also involved in preparing reports
for customer to keep track of the SLA and KPI
Project Governance: Ensuring the governance framework is implemented and executed in project and highlighting the
same to stakeholders in case of deviation for corrective actions
Change Management: Identification of change in consultation with project team/ operations team. Understanding the
change impact and converting the same in CR. Application of a structured change management approach and
methodology for the people side change caused by projects and change efforts.
Budget: Tracking and monitoring program P&L, EBIT & EBITDA projections based on forecasting cost. Responsible for
budget VS actual effort analysis.
Escalations Management: Capturing, tracking & ensuring closer. Internal/ External assignment of the issues/ escalations
for quick closure and coordinating in preparing the RCA.
Achievements: Implemented $0.5M for customer operations business into Ecommerce, ERP systems with strong end to
end transformation strategy
PMO (Process Excellence
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courses: Certified Lean, Six Sigma - Black Belt |
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