Lean Six Sigma Black Blet
Operational Management - Project Management - Lean Six Sigma DEMIC Methodology - Continuous Improvement - Strategy Planning - Process Transition & Transformation - Human Resources Management - Organizational Change - Quality Management - SLA Management
Operation Management for the Australia
From October 2012
outsourced business, Responsible for $ 5 Million process. Accountable for 60 membered team with 3 Assistant Mangers, 6 Team leaders. Manage day to day Operations, Process Transitions, Client Relationships, Billing, Internal Communications and Employee Engagement initiatives.
➢ Provide End - to - end support to Australian state Government's department of justice. The support is provided from onsite as well as offsite which includes daily end to end financial reconciliation activities, mail room postal activities, transaction processing.
➢ Handling $ 800+ million financial account with daily reconciliation of funds matching to the cents.
➢ Monthly client billing, coordinating with internal finance team for reporting and liaising with vendor for yearly audits.
➢ Achieving daily SLA's, Resource & Performance Management, Quality Management and Continuous Improvement
➢ Lead and assist the Assistant Managers with their day to day activity
➢ Reporting Weekly & Monthly performance through Governance Meetings with Australia Business partners
➢ Improved Gross Margin by 15%
➢ Automated Reconciliation Process saving 3 FTE's thus increasing the gross margin
➢ Implemented Operation Excellence notion - Six Sigma & Lean tools used - Value Stream Mapping, Poke-yoke, Root cause analysis: Brainstorming, FMEA & Various data analysis charts ( like Pareto) - thus delivering efficient and effective service delivery
➢ Designed Reports that would serve as one-stop shop for the business & eliminate NVA information.
➢ Responsible for Change Request (CR's), from documentation, implementation and billing, thus generating revenue.
➢ Attrition Level maintained below 2 %
ASSISTANT MANAGER, Accenture Services Pvt Ltd, INDIA
Accenture Services Pvt Ltd
April 2010 - September 2012
INDUSTRY - MANAGEMENT CONSULTING, TECHNOLOGY SERVICES AND OUTSOURCING COMPANY
duration - APRIL 2010-September 2012
Job Profile: Managing the US outsourced backend transactions process, Responsible for $ 3 Million process. Accountable for 50 membered team with 6 Team leaders. Manage day to day Operations, Process Transitions, Client Relationships, Billing, Internal Communications, Employee Engagement initiatives, Continuous Improvement and Business Transformation
➢ Monitoring and controlling the daily activities of operations team supporting multiple product categories
➢ Lead and assist the Team Leaders in the day to day management of their respective processes
➢ Reporting Weekly & Monthly performance through Governance Meetings with US counter parts /Client.
➢ Resource & Performance Management
➢ Monitoring & Achieving SLA's, Identifying problems and implements solutions
➢ Making decisions based on sound rational judgment, Build strong relationships, overseeing client visits, adopting a joined up approach, to execute change at pace and with minimum conflict
➢ Analyze stakeholder goals and effectively manage their expectations, addressing any misalignment
➢ Drive a high performance culture through strong leadership and effective people management
➢ Initiate business process re-engineering to improve customer satisfaction with the help of OPEX
➢ Compliance with external regulatory requirements, internal control standards and group compliance policy
➢ Successfully Transitioned $ 3.5 M Account from US to India (50 FTE), and process stabilized in 3 months, through the following process
➢ Reduced the TAT on boarding employees (from 8 days to 7days) saving $ 13 Million for the client.
➢ Process re-engineered through Value Steam Mapping (VSM) and Automation saving $ 450,000 for the organization.
➢ Build Dashboard and various Reporting Tool through Access database for the Process and across saving US $ 50,000 for the...
OPERATIONS MANAGER, Fresh Internet Limited, Hounslow, UK
Fresh Internet Limited
May 2007 - January 2010
Job Profile: Managing a team of 35 membered team with 3 Team leaders. Manage day to day Operations, Process Transitions, Quality Management, Client Relationships Management, and Employee Engagement initiatives
➢ Maintain client relationship to ensure business, Monthly tollgate with board of directors to review business targets vs. actual
➢ Responsible for Unit Service Level, Monthly performance feedback & Growth Path
➢ Dissemination Quality Awareness and training staffs on basic concepts of Six Sigma, Monitor, Analysis and Improving the C - Sat (Customer Satisfaction Level)
➢ Process Management & Risk Control, Compliance Authentication.
➢ Improved the call quality of the shop floor from 80% to 92 %.
➢ Improved and Achieved C - Sat score from 82% to 90 %.
➢ Maintained 0 % attrition for two years (2008-2009).
➢ Designed and implemented the BCP (Business Continuity Plan) for the company, which had an edge on business sales.
Citigroup Global Services Ltd
December 2003 - May 2006
Job Profile: Leading a team of 18, Call Centre Support for the Citi Bank UK- Retail Banking
➢ Authorizing high value financial transaction, initiated through Citiphone
➢ Handling retail banking escalations for UK based customers
➢ Process Management & Risk Control for Funds Transfer and MIS team
➢ Dissemination of updates to the team through huddles and team meetings
➢ Monitoring Call quality and providing feedback to the team
➢ Resource management, performance appraisals, & career planning
➢ MIS Analysis & Reporting, responsible for Unit Service Level and Ensured team meets the compliance score/requirement
➢ Key member of Six Sigma team - Project to reduce average call handling time; improved internal and external Customer Satisfaction level, company saved 125,000 US dollar/ year. (Nominated as the Best project in the company for the year 2005)
➢ Responsible for Specialist team -International Funds Transfer.
➢ Directly Responsible for transfers above to 100,000 GBP; initiated through Citiphone.
➢ First Point of Contact for Daily Internal and External MIS reports (service delivery report).
Process Associate GE Capital International Service Ltd, Hyderabad, India
industry - Business Process outsourcing
October 2001 - November 2003
duration October 2001 - Nov 2003
Job Profile: Call Centre Support
➢ Providing Customer Service for US based customer and Scheduling; was part of the MIS team.
iGATE Global Solutions, INDIA
INDUSTRY - INFORMATION TECHNOLOGY
Qualifications & Certifications
University of Salford
Madras Christian College
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