01 PROFESSIONAL
PROFESSIONAL FORTE
Business Process Design
75%
Operational Excellence
70%
Data Analysis
95%
Delivery Excellence
85%
Lean & Sixsigma
80%
Customer Experience
85%
Automation & Innovation
80%
I am a versatile, techno-functional, service excellence professional with over 20 years of experience in the fields of Organizational Excellence, Customer Experience, Quality & Risk Management, Performetrics and implementation of both business-application systems across Finance (BFSI & NBFS), Health Insurance, Communication, Media and Entertainment, Energy and Resources, sectors.
My wide spectra of industry exposures also include 3 years of hands-on implementational knowledge on Robotic process automation, Desktop automation solutions. During the past two decades of my career, I have helped many organizations towards establishing process and service excellence.
02 PORTFOLIO
MY LATEST WORK. SEE MORE >
03 CAREER RECITLE
Sep 2020 – Till Date
Associate Director - PQA, Middle East & North Africa
Ernst & Young (EY GDS), Kochi
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Heading the service Quality & Innovation at the engagement level across all the Service Lines of EY GDS in the MENA region. GDS MENA consists of over 1500 client service professionals across 4 major service lines and 50 competencies. Accountable for equipping the organization to render the next level of customer experience
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Ensuring that the team is aligned with the vision of the organization.
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Ensuring GDS MENA region is fully compliant with entity-specific as well as EY Global policies and requirements
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Fully understand the requirements of the Service Lines/Sub Service Lines and drive the team to meet and exceed goals.
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Business performance responsibilities:
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Ensure policy and standards compliance (Zero NCs in External audits);
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Ensure customer delight on every EY GDS engagement. Continually improve the quality of deliverables from GDS MENA
Oct 2015 – Sep 2020
Operational Excellence
Manager - Process Excellence, Unimoni GBS, Kochi
I was accountable for Service & strategic quality of a leading MNC’s Shared Services Center and their managed services:
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Currency Solutions & Cross border payments;
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Payroll processing for over 1 million employees across UAE under WPS (for CBUAE); Travel cards back office processing;
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Surveillance & Sanctions, Anti Money Laundering (AML), Customer Due Diligence (CDD), Stake-holder relations.
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Drove Service Quality across all the Shared Services Functions; Implemented QFD, Service KPIs and target consultations;
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Drove standardization: ISO 9001:2015, COPC, ESCM, SQA internal audits;
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Process Automation & Efficiency improvement Robotic Process Automation;
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Inducted various Business Process Delivery Frameworks including QMS.
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RISK identification & Mitigation; Regulatory (FCA, CBUAE, RBI etc) compliance management
Core skills & techniques learned & Adopted:
Customer Intelligence |Customer LifeTime Value | Customer Spend enhancement Model – Customer segmentation & Loyalty |
| Customer Profitability Model – Net Relationship Value | Shopping mission analysis | Brand insights: Footfall analysis | Customer perception |NPS, CSAT
Cluster analysis | Univariate & multi-variate analysis | ROI analysis | Customer behavior modeling | Factor analysis | Discriminant analysis | Logistic regression
July 2015 – Oct 2015
Service Delivery Management
Deputy Manager, United Heath Group, Hyderabad
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Managed Health insurance back office operations for United Health Group through its shared service center "Optum Global Solutions" for a brief period.
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Responsible for the delivery of a larger unit that houses over 150 employees.
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Responsible for service streamligning and automation.
Oct 2013 – March 2015
Service Delivery Management
Production Manager, Xerox Business Services, Bangalore
Managed end-to-end service delivery of a Strategic Business Unit that rendered Health insurance back office solutions & services to key US players.
Played a key role in transforming the service delivery model and turned the unit into a Center of Exellence for its clients.
Key Skills: Operations & Quality Management: Cost Optimization, SLA Delivery, People Management& Client Relations
Span of control: 250+ employees over multiple geographical areas.
Nov 2005 –March 2013
Transactional Quality
Assistant Manager, Hinduja Global Solutions Ltd, Bangalore
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Managed the delivery quality of a large-scale operation for a Health insurance major in the US.
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Skills: Document Management, Web Content automation, Health insurance Benefit Configurations, Claim Adjudication & payments.
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Strategic and Transactional Quality management, SixSigma Greenbelt Projects, Lean implementation
2003 Sept -2005 Aug
Early Career - Self Employed
Managed a freelance business that dealt with various office solutions, desktop automation/Process solutions, VBA, VBE Express etc.t.
CONTACT
If you find my portfolio suitable for any managerial role in your business, you may reach me via email or phone. ​
Tel: +91-7012985609
Alternatively, just drop your contact details with a brief message here. I shall get in touch with you as soon as I can.
