Director BPO - ITES

• Jun 2016 - Present

Head of Services and Strategy

• May 2014 - May 2016

•Service expansion to new areas in BPO & ITES Markets.•Developing GTM Strategy for the Service expansion research area•New territory expansions –From Planning, GTM & ROI, Management Approval, Site Readiness, Testing, Implementation & Go Live / Hand over to Operations•Heading BPO/ITES IT Department and optimizing resource to enhance value addition to operations.

SCM and Procurement consultant

• Nov 2011 - Present

Providing strategic sourcing support with analysis on ‘make or buy’ decisions substantiated with cost effective consideration in spend optimisation for clients from start-up business and SMEs. Undertaking assignments on areas of Strategic sourcing like; spend analysis, category management, project planning and implementations. Suggesting suppliers and carrying out vendor audit to comply ISO and other international standards with support in managing marketing needs of the client.Product and Industry support provided:Sourcing support for automotive industry clients catering to major auto-manufacturers of domestic and overseas market. Components handled;• Sheet metals (T-304 #2B – T316/316L) for Category B (domestic – with JIT manufacturing facility of 1 day stock holding) and category B (international – with lead time added) sheet metal requirements for domestic automobile manufacturer.• Carrying out PPAP negotiation and documentation.•IT Hardware sourcing for African clients.•Sourcing and negotiation for prices and payment terms for overseas client in construction hardware industry and agricultural needs.•Handling negotiations and consultation on 3PL usage and contracts management for overseas client in managing logistics and freight movement.•Negotiating payment terms with suppliers and custom clearance consultation for clients.•Consultation on using Free Zone Economy (FZE) and VAT exempted ports for supporting working capital for SMEs and start-ups by reducing investment for goods release up-front cost in terms of VAT. •Evaluating sustainability and carbon emission scorecard for industrial use for clients.•Carrying out portfolio (Kraljic matrix) analysis.Technical talks and learning vertical provided:• Carryout technical and management speech at staff development programs and training sessions meant for Supply Chain Management with areas of expertise in Sourcing, Supplier Relationship Management (SRM), 3PL, Outsourcing, Vendor development areas.

Consultant Project Manager - Wananchi Group (Various projects)

• Oct 2012 - Sep 2014

Handled as a capacity of project manager in following major scale projects;• CRM Application implementation - Vendor Magnaquest.• Call center technology - Handling FRD, RFx process, bid analysis, pre-implementation and implementation.• Business Support System - Handling FRD, RFx process and bidding process.• New decoder introduction.• ARPU analysis and package migration.• Customer Experience Process improvement projects.• New decoder introduction analysis - Customer Experience.• New modem introduction analysis - Customer Experience.• VoIP switch migration process documentation.• New call center establishment and telecommunication connectivity projects.• WiMAX service decommissioning project consultation.• Network related customer problem root cause analysis and surveillance consultation.

Customer Experience Processes Manager

• Oct 2013 - Jul 2014

• Heading a team of Customer Experience PMO.• Analysis of complex business processes, to evaluate potential for improvement with the goal to standardize and industrialize the way Wananchi Group K Ltd., operates. • Managing projects which enhances customer experience and projects for process definition to roll-out new regions of business operations. (Managing for Kenya, Tanzania, Uganda, Malawi and Rwanda)• Introduce ideas and feedback for improvement to the customer experience teams. Which can have origins, such as customer driven, management driven, IT and internally driven.• Examine existing processes, evaluating them within the context of organisational goals.• Liaising and coordinating with activities of individuals and departments involved in particular process to ensure work efficiency is achieved.• Modelling, documenting, analysing and designing customer experience processes.• Overseeing implementation of process improvement.• Big data management.• Project management involving 3P vendor to enhance Average Revenue Per Unit (ARPU).• Lead the Customer Experience Process Management projects for Wananchi Group K Ltd.,• Manage entire project life cycle• Gather and document process requirements• Engage various colleagues to ensure that the impact of the Process implementation / change is understood• Create / pull reports out of BO or other sources, customise reports to the respective needs• Create and monitor Customer Experience KPI’s• Distribute reports to the stakeholders and provide support and do a follow up on the anticipated improvements• Single point of contact for change requests within the department which includes: Review, prioritisation, documentation for development teams, follow up, testing, user documentation, rollout support• Define operational processes.• Provide operational quality control & training• Update all project stakeholders• System demonstration for users

Sr Program Manager

• Feb 2013 - May 2014

• CRM application implementation program management consultancy for media service provider client, Zuku – Wananchi Group, Kenya.• Program Manager for customer care efficiency improvement and Root Cause Analysis (RAC) for media service provider client, Zuku – Wananchi Group.• ISO Management.• Project Management for intranet development projects.• M-IVR product development, testing, coordination and commissioning project – working with developers, implementers and NGOs of international reputation.

Techno Brain Project Manager on deputation in Wananchi, Managing Customer Service

• Mar 2013 - Nov 2013

Wananchi presently services the retail and corporate markets in East Africa through its consumer and corporate divisions. Wananchi's consumer division operates under the ‘Zuku’ brand and provides Kenya’s only ‘triple-play’ bundle including 100 channels PayTV, broadband Internet (with speeds from 1MB to 20MB) on the Docis 3 platform, and VoIP phone services. Using a combination of HFC and GPON technologies the company has launched the first real triple play offering in sub Saharan Africa. Responsibilities handled;• Establish, manage and run an efficient customer service department for serving clients in a fast paced ISP and CATV industry.• Instigate root cause analysis investigation to identify customer difficulties pertaining to technical aspects of the service provided and conduct workshops with relevant engineering team to resolve the issue from re-occurrence.• Formulate good customer service strategies, train customer service staff and instill a culture of being a customer focused organisation in the Company.• Manage projects pertaining to equipment upgradation, network migration and data sanitation.• Provide technical support to clients on problems related to Internet and related services both on telephone as well as on site. • Ensure that no trouble ticket or clients complain remains pending and present a thorough daily, weekly and Monthly customer service reports to the Management. • Carry out weekly analysis of the problems reported by clients and find ways to reduce them.• Arrange regular user training and awareness sessions on basic troubleshooting, best practices and optimising of Internet use to clients. • Provide regular in-house training to staff on the best customer service practice and ethics. • Oversee productivity and manage a pool of call center executives.

Purchasing Co-ordinator

• Oct 2010 - Feb 2012

Key Achievements• Directly responsible for successful re-sourcing of 70 major selling product lines as existing supplier came under jeopardy for quality and on-time delivery.• Successful risk mitigation of component failure product re-call from major customer with immediate alternate source identification and achieving operations and cost efficiency in re-works by strong sub-contacting management project.Other Achievements• Risk mitigation by spreading supplier base in re-sourcing process.• Direct supplier identification, evaluation, negotiation and procurement of goods.• Better sales and operational planning (S&OP) to avoid stock-outs.• Introducing better documentation procedures to product data with sample assessment methods to standardise quality inspection procedures. Duties• Controlling the purchase and supply of all procured items & services.• Negotiating price and terms of products with suppliers. • Benchmarking performance of the Supply Chain. • Establishing terms, pricing, quality requirements, delivery, and contracts. • Giving sourcing input to aid business planning & development.• Making recommendations & providing data on all purchasing issues.• Carrying-out production planning and managing order pipeline for collaborative supply chain customers.• Monitoring stock levels for collaborative supply chain customers and making suggestions on re-ordering.• Monitoring freight rates and market movements for commodities and services and implementing changes.• Managing vendor relationships and building effective supply chain partnerships.• Support in New product Introduction (NPI) activities of the business.• New venture and new business analysis for mergers and acquisitions and consultation for capital investment.

Project Co-ordinator - Management trainee

• Jul 2009 - Jul 2010

Key Achievements• Co-ordination and market material preparation for ‘Project Mover’ to clear old stock.• Effectively coordinated in project for introduction of newer product lines to market under ETF brand name, which accounted for majority of revenue generated in subsequent year with new-product introduction becoming a regular exercise. • Influential in changing overseas suppliers perception towards ETF (because of pre administration company DPA)Other Achievements• Analysing the market segment in terms of product requirement.• Analysing competitor’s business performance and pricing.• Identifying product specific requirements and communicating to the overseas suppliers.• Involved in discussion and brainstorming for company level investments and strategic decision-making on enhancing e-commerce process.

Counting auditor

• Jan 2009 - Jun 2010

Stocktaking and stock inventory services within the UK. Operation involved in business such as pharmacy, retail stock take, warehouse / distribution, supermarkets and the supply chain.Clients included; Johnson & Johnson lens, Boots, Superdrugs, Wilkinson, WH Smith, Top Shop, Dunelm Mill, Waterstones, Next, Jane Norman etc., Stocktaking and stock inventory services within the UK. Operation involved in business such as pharmacy, retail stock take, warehouse / distribution, supermarkets and the supply chain.Clients included; Johnson & Johnson lens, Boots, Superdrugs, Wilkinson, WH Smith, Top Shop, Dunelm Mill, Waterstones, Next, Jane Norman etc.,

Stock picker

• Oct 2008 - Jan 2009

Handling conveyer operations as stock picker in meeting the requirements of various outlets’ stock requirement. Handling conveyer operations as stock picker in meeting the requirements of various outlets’ stock requirement.

Art Director - Self employed

• Jan 2003 - Aug 2008

Designing and execution of tableau, performance stages for various entertainment media houses. Involved as project co-ordinator in several event management designing and execution for E TV Network under Art direction of Mr Akmal Pasha and Mr Shashidara Adapa. Production planning for amateur theater dramas.Direction of one-act plays at University level - Winning University Championship twice in 3 years. Designing and execution of tableau, performance stages for various entertainment media houses. Involved as project co-ordinator in several event management designing and execution for E TV Network under Art direction of Mr Akmal Pasha and Mr Shashidara Adapa. Production planning for amateur theater dramas.Direction of one-act plays at University level - Winning University Championship twice in 3 years.