Experience

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  Rochem Separation Systems (India) Pvt. Ltd.

  • India
  • Environmental Services
  • 400 - 500 Employee

  • Vice President - Business Efficiency & Transformation

    • Jul 2014 - Present

    My role is to develop and lead strategic business & IT transformation initiatives & change management activities across various functional groups to standardize & improve overall business processes to make impact on customer satisfaction and profitability. Some key initiatives driven under my leadership include:Successful re-implementation of all critical business processes on SAP ERP with upgrade to EHP 7, HANA DB from On Premise to Cloud. Also managed cloud migration of SAP ERP between 2 CSP's. Implementation of GST on SAP.Recommended & led end to end sales process automation with the implementation & adoption of Salesforce.com CRM. Conceptualization & development of web & mobile apps for enterprise – front and back-end use.Implementation of HRMS & digital remote attendance capture.Development of new websites & social media presence for Rochem & group companies.Setup the Business Efficiency group within the company comprising a team of analysts working on creating company-wide standard operating procedures, process measurement methodologies, data collection, analytics and reporting on operational and management metrics.

  • Senior Management Consultant

    • Feb 2014 - Jun 2014

    Management Consultant to the Managing Directors and Promoter Group of the company. Change management agent mandated to study the Services O&M Business as a whole and help in its operational restructuring & implementation activities. Worked with cross-functional teams to map and re-engineer key business processes in the areas of field service management , material supply chain, inventory planning & management, client management, employee management & governance, customer satisfaction, sales operations and reporting functions. Assessed existing IT / ERP / CRM platforms to optimize utilization, and recommended changes / strategic roadmap for key areas mentioned above. Provided hands-on expertise encompassing people, process and technology for the company to make a paradigm shift from a product / manufacturing philosophy to a service driven culture to prime the organization for sustainable future growth & profitability.

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  Wipro Limited

  • Senior Manager

    • Dec 2009 - Sep 2013

    Drove account growth, program management and operations governance for the BPO business into a large key account / Fortune 10 client having diversified businesses in the manufacturing of medical devices, aviation, energy, industrial & home appliances and capital finance. Drove growth of the account by > 200% with 2 back office engagements for which shared services were setup in the areas of Finance & Accounting and Supply Chain.

  • BPO Practice Leader - Travel & Transportation, Manufacturing & Services

    • Aug 2006 - Nov 2009

    Practice Manager & leader for the North America region in the Transportation, Retail, Consumer Goods, Energy and Utilities & Service industry verticals. My role entailed driving top-line and growth with a set of existing accounts as well as bringing in new logos. Managed the first major E&U BPO outsourcing from the US through the program lifecycle. Led 7 major contract wins over a 3 year period between 2007-09 aggregating to approximately USD 100Mn in total contract value.

  • Operations Manager

    • Sep 2003 - Aug 2006

    Operations manager for US based airline accounts that grew from 300 FTE’s to 1200 FTE’s in 4 years across 2 offshore sites between 2003 - 2007. This was primarily in the area of customer service voice and back office functions and airline industry specific functions and queues. I handled teams comprising of a mix of > 100 FTE's that also included Team Leaders and Deputy Managers reporting into me. Also managed the business information security risk for the client. Achieved the Six Sigma Green belt certification.

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  American Express

  • Analyst - Customer Service Contact Center

    • Nov 2000 - Jun 2001

    Front end customer service and analyst role to analyze and review card member accounts and control fraud and disputed cases liaise between concerned departments.

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  KLM

  • Mumbai Area, India

  • Customer Services

    • Jun 1998 - Jun 2000
    • Mumbai Area, India

    Team member of the winning team awarded the 5 Crown Station Award based on Service Level Ratings. Functioned as Customer Service Officer in Reservations and Telesales on rotational basis with core function being involved in flight operations and passenger handling including passage and baggage handling, airport operations etc.