Work Experience : Account Head, Bangalore ( June-2015 – August 2017)
Responsible for Account Governance, growth, Budget, Client Relationship, resource Management, OLA & SLA Agreements. Led the Procter & Gamble (FMCG) Account for BT across all major locations (NA, LATAM, EMEA & APAC regions) and responsible for resource budget of $3M and overall partner level budget of $5M.
Managed Delivery and Implementation Projects for Retail clients Dixon Carphone, Utility company (Scottish Water), Insurance & Finance domain (Zurich & Virgin Money)
Worked with ABB, Vocalink, Northern Rock, Kingfisher, Uniliver, ATOS and DHL clients for various Delivery Projects across NA and EMEA region.
Successfully Commenced a Central Delivery unit within Contract Design Hub for Connecting all Different Teams of BT Global Services, Commercial, Technical, Project Management, Operations Management, Network Service Operations, Change Management and Managed services team.
Key Achievements: `
- Setup Internal Quality Check (IQC) Process and improved Delivery quality from 67% to 96 %.
- Implemented Account Wide Customer Experience Framework and received improvement in NPS score from 70 to 95
- Transitioned service delivery from 3rd Party provider to BT (insourcing) and achieved $0.6M Cost savings with higher quality internal resources.
- Scaled up BT CDH Account Team from 10 members to 75 Members thus adding to the overall 300+ members Team for the account within a span of seven months.
- Re-designed Change Management Process by reducing the overall delivery time (50%) per site from 4 weeks to 2 weeks.
- Conducted Business Process Improvement Workshop for the global senior stakeholders at P&G HQ, Cincinnati, USA and redefined the operational strategy for the Account.
- Delivered key Hyper care Projects in Manufacturing Plants at Nashville, Charlotte & Orlando Locations.
- Worked with Presales team and contributed for developing New Business Opportunities with ABB & Standard Life deals.
- Achieved British Quality Foundation Certified “Lean Practitioner” and mentored the team for implementing Lean Concepts in the Customer delivery Projects across Bangalore.
- Adopted & cultivated Lean & Continuous Improvement as a culture for the team and achieved BT CI Silver Certification for the entire account.
- Chosen as a SPOC for the People Manager’s Club– a Hub for all Leadership level People in BT in terms of Innovation and continuous Improvement
- Commenced and served as a Local Lead for BT GS Global Customer Experience Program