Ajay Kumar MS

Head of Information Technology/Marketing/NEON(Thoucentric's HR Framework)/Employee Engagement at Thoucentric
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Contact Information
us****@****om
(386) 825-5501
Location
Greater Bengaluru Area, IN
Languages
  • English Native or bilingual proficiency
  • Hindi Full professional proficiency
  • Tamil Full professional proficiency
  • Malayalam Native or bilingual proficiency

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5.0

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Alexandre Thiry

I had the opportunity to work with Ajay. He has strong leadership, ability to engage and drive projects with multiple stake holders ! High standard of quality and highly committed to reach best results .

James Charles, PMP

As incisive as he was supportive during his engagement with us, Ajay was a great client with a positive approach to opportunities and improvement areas. Through our eSupport project's tenure, he provided a patient ear, while wielding the extended resources at his disposal effectively to our common advantage. This gave us (SBM and team) the necessary support and independence to deliver the best end user experience for our channels together. I look forward to the opportunity to partner with him on other projects in the future.

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Credentials

  • Microsoft Project 2013
    Simplilearn
    May, 2016
    - Nov, 2024
  • ITIL V3
    EXIN-Examination Institute for Information Science
  • Lean Six Sigma - GREEN BELT
    Hewlett-Packard

Experience

  • Thoucentric
    • India
    • Business Consulting and Services
    • 400 - 500 Employee
    • Head of Information Technology/Marketing/NEON(Thoucentric's HR Framework)/Employee Engagement
      • Jan 2021 - Present

      Head of Information Technology (IT) with responsibilities to Develop technical aspects of the company’s strategy to ensure alignment with its business goals Discover and implement new technologies that yield competitive cost & capability advantage Help departments use technology profitably Supervise system infrastructure to ensure functionality and efficiency Build quality assurance and data protection processes Monitor KPIs and IT budgets to assess technological performance Use stakeholders’ feedback to inform necessary improvements and adjustments to technology Communicate technology strategy to partners and investors Implement ISMS as per ISO 27001:2013Head of Marketing with responsibilities to Craft strategies for all Marketing teams, including Digital, Advertising, Communications and Creative Prepare and manage monthly, quarterly and annual budgets for the Marketing department Design branding and positioning strategies Ensure our brand message is strong and consistent across all channels and marketing efforts (like events, email campaigns, web pages and promotional material) Identify opportunities to reach new market segments and expand market share Coordinate sales and marketing efforts to boost brand awareness Participate in the quarterly and annual planning of company objectivesHead of NEON (Thoucentric's HR (Introspection) Framework + Employee Engagement/Experience) Manage the patented Neon Introspection framework, the backbone of the Company Craft strategies to operationalize the Neon activities to ensure adoption to enhance the employee experience Design Workplace Policies Maintaining Work Culture Resolve Conflict Rewards and RecognitionsHead of Business Planning Understand business direction and needs and develop solutions, roadmaps and assessment of potential business impacts Coordinate and manage cross-functional teams to improve business planning methods. Show less

    • Program Manager - Working for a Leading FMCG Client
      • Jun 2017 - Nov 2021

      Global Program Manager for Responsible Business Partner Policy (RBPP) which was piloted in 2015 and then rolled out for GT in 2016 globally. The program is aimed for risk assessment of Business partner basis anti-bribery standards, human rights, responsible business operations and sustainable growth as per Unilever Leadership vision. Through RBPP and the IT Tool that has been developed for its deployment, Customer Development (CD) had access to a globally coherent and improved approach to identifying potential concerns or red flags and finding effective ways to mitigate these. CD is taking responsibility of tackling risks inherit in their operation has help lead the way in testing new due diligence and screening procedures as well as a new IT Tool that facilitate the process and document the good work that is being done. This is the pre-condition now for us to continue to operate successfully and grow safely. Project Objectives• Develop RBPP tool for modern trade in 2017 and pilot for MT partners globally in 2019 followed by rollout for all in scope MT partners in 2019• Continue with next steps of Risk Mitigation Plan Approval and contracting for GT Business Partners risk assessed in 2016• Implement changes for GT in the tool basis progress of RBPP tool adoption by countries Show less

  • Thoucentric
    • India
    • Business Consulting and Services
    • 400 - 500 Employee
    • Vendor Manager - For a Leading FMCG Client
      • Mar 2016 - Apr 2017

      • Ensured timely and effective delivery of the ongoing projects by collaborating with stakeholders and team members• Managed business stakeholders in the project to protect their interests and directions• Managed escalations by collaborating with the stakeholders and extended team members• Conceptualized, Designed and Ran Quarterly Stakeholder Satisfaction Survey• Designed & Build Enterprise Vendor Scorecard to manage Vendor Performance• Designed & Build Vendor Compatibility Matrix and Vendor Agnostic Transition Framework Show less

    • Project Manager - For a Leading FMCG Client
      • Feb 2016 - Mar 2016

      • Initiated Office 365 migration for South Asia with a user base of 12,508 spread across 78 sites in India, Sri Lanka, Pakistan and Bangladesh• Developed a detailed project plan with 12,921 steps to cover all the 78 sites and its users, which demanded to create a completely new user data base merging HR Workday and Asset Management Data apart from using the Globally supplied user base• Worked with internal and external stakeholders to ensure on-time completion of the different tasks involved Show less

  • Thoucentric
    • India
    • Business Consulting and Services
    • 400 - 500 Employee
    • Program Manager - For a Leading DTH Client
      • Oct 2015 - Dec 2015

      • Program managed a subsidiary of Telecom Giant to introduce “Wireline Broadband Services” • Developed and managed project plans (using MS Projects) to on-time successful completion from request for proposal to product delivery • Implemented a formal project management process based on PMBOK, reduced project delivery timeline by 30% • Spearheaded day-to-day business functions of multiple projects, including seamless integration of Core, Access functions and Software & App functions • Program managed a subsidiary of Telecom Giant to introduce “Wireline Broadband Services” • Developed and managed project plans (using MS Projects) to on-time successful completion from request for proposal to product delivery • Implemented a formal project management process based on PMBOK, reduced project delivery timeline by 30% • Spearheaded day-to-day business functions of multiple projects, including seamless integration of Core, Access functions and Software & App functions

  • HP
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • US & CANADA Consumer SPOS Manager
      • Oct 2013 - Sep 2015

      • Program managed Sales at the Point of Service/Support (SPOS) Business worth $50M across 4 suppliers in 5 different countries for HP North America region• Program managed e2e process for SPOS which also included SOM processes and NSI processes• Have been instrumental in deploying IOG (Intelligent Offer Generator – a tool integrated into Salesforce® CRM), primarily focusing to help FLAs on effectively placing an offer based on customer’s entitlement status & other business rules• Have been instrumental in re-configuring IOG based on Customer Market Analytics data (customer proximity scores/buying patterns/entitlement status)• Have launched multiple products - McAfee Live Internet Security, SmartFriend Subscription, MS Office, CarePack Subscription, HP PC Backup Service(Infrascale), AvanGate Data Recovery, etc. across North America HP customer base• Have been instrumental in deploying Windows 10 Operating systems and their related HP products like Windows 10 Upgrade Assistance + HP PC Backup• Introduced Sales into Chat platform which grew to a $1.7M business in the first year of inception• Improved R6 RPC (Revenue Per Contact) by 21% from Sep’14 to Sep’15• Improved MN RPC (Revenue Per Contact) by 18% from Sep’14 to Sep’15• Introduced HP Home & Home Office portfolio into SPOS thus widening the offering to bring-in an additional $5M in the first year with the potential to grow to a $35M/year business• Ran RoadShow’s at Partner/Supplier locations to (i) introduce new Services (ii) to improve Sales of our newly introduced Services and (iii) to increase the overall run-rate• Introduced multiple Incentive models, as Goodies/Trinkets and as Cash Awards to keep the Sales force motivated & improve Sales Show less

    • Enterprise Account & Process Management (Process Engineer)
      • Aug 2012 - Oct 2013

      • Introduced multiple processes to make the NPI Printer release & support more effective and efficient, Lead Stream was one such process• Been instrumental in creating a Change Management Process for the all the Processing engineering related activities – which also included e2e management of Change Management SharePoint• Been instrumental in optimizing Order Management Process across HP NA region• Revamped the Document Repository used by FLA for reference this helping improve efficiency in delivering support• Rolled-out multiple projects to improvise the whole customer centric processes which helped in improving NPS Show less

    • Service Business Manager (SBM)
      • Dec 2010 - Aug 2012

      • Managed Business of 6 million US dollars spread over two suppliers• Resource management, People development, Meeting Metrics around operational excellence, Cost and TCE, forecasting of volume and planning resources to meet SLAs• Process improvement projects around cost, TEE and TCE. Transformation of process to achieve departmental business objectives• Responsible for meeting & exceeding SLAs & smooth functioning of multiple operation• Have conceptualized and program managed the first IPG MAC Chat Support Queue ever in ACSO, which currently runs at 47% CSAT and 26% DSAT• Introduced a new Pay for Performance (P4P) plan for suppliers enabling them to fetch bonuses/spiffs for meeting and exceeding targets• Have played a pivotal role in the FY11 & FY12 goal setting exercise• Have program managed the Supplier TSIA certification event for FY11• PSG eMail CSAT targets were met 100% of the time and DSAT 75% of the time in FY11• PSG Chat CSAT targets were met 100% of the time and DSAT 92% of the time in FY11• IPG eMail CSAT & DSAT targets were met 92% of the time in FY11• IPG Chat CSAT & DSAT targets were met 100% of the time in FY11 Show less

    • Program Manager, Revenue Generation
      • Dec 2008 - Dec 2010

      • Increased SPOS revenue generated from Suppliers by more than 64% (From Jan’09 to Oct’10)• Supplier A Voice – Increased revenue from $1.0M to $2.8M, Revenue Per Contact (RPC) from $3.28 to $8.99• Supplier B – Increased RPC by 63%, from $4.06 to $10.82• eSupport – Increased RPC by 76% from $0.68 to $2.87 & Revenue from $160K to $311K• Deployed RevGen in Wipro SmartFriend & PC Tuneup queues, which generates approx. $100K every month since Jul’10• Deployed & effectively participated in multiple projects in the effort to improve RevGen performance• eSupport Callback Sale Model• Wave 9 Ac-Sell-Erators Six Sigma SPOS Revenue Improvement Project• Supplier A New Delhi OOW Survey Pilot• Supplier A IPG OOW & Pricing Production Validation Pilot• SAS Open Transaction Project• Implemented numerous process changes in RevGen program Show less

    • Enterprise Process Control Lead
      • Apr 2006 - Dec 2008

      • Maintained & Balanced Call delivery patterns across Suppliers helping them excel in Operational metrics• Worked as a Single Point of Contact for SBMs on problems with service level and other quality metrics• Effectively handled transitions and ramp downs during the period across Voice & eSupport Suppliers• Effectively implemented eSupport Contingency plans across Supplier base• Deployed CPE Control Plans and Root Cause Investigation for HW Dispatch Services Improvement Project, Process Adherence Improvement Project & TCO• Defined targets on all the Hardware Dispatch metrics for Suppliers with Dispatch team and Suppliers without Dispatch team• Introduced multiple new processes to ensure agents are following Logic Flow, improving both FTF and HWCSAT• Reduced Repair Cost/Call by $1.51 in 6J & $2.39 in IPG• HWCSAT increased by 8% points in PSG & 3.8% points in IPG Show less

  • Dell Technologies
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Resolution Specialist - L2 Manager Dispatch Team
      • Sep 2002 - Apr 2006

      • Handled a team for Dispatch Department of Dell US Consumer Technical Support Segment • Increased the quality of the Dispatch process by auditing the dispatches and by providing feedbacks based on the audits • Enhanced the efficiency of the process by expediting the escalation of the department effectively • Enhanced employee performance and attendance through daily mentoring, one-on-one discussions, and motivational strategies • Received numerous accolades from senior management for consistently providing excellent service and tactfully resolving sensitive issues • Received the Award for the Best Resolution Specialist of the Segment Worked in Dell Computer Corporation as a Tech Lead in their Bangalore and Hyderabad facility Show less

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