Work Experience : Deputy General Manager – Data Services – May 2012- May 2015
Headed Data services Account for PAN India (11 Telecom Circles) covering technical & non-technical support divisions and managing P & L for the account. Accountable for Client Relationship, Satisfaction, Operational Efficiency and Profitability of the Process. Responsible for Customer Experience, Value Creation, Innovation Work Culture, Business Process Improvement, Quality, Training & Leadership Development.
Key Achievements:
- Accredited with appreciation from the senior management for 15% augment in key metrics, 8% in attrition and 7% in gross margin across various processes refinement.
- Designated for Employee satisfaction across the Data services and achieved high score for Leadership and Engagement Management areas.
- Handled Partner level Information security compliances (Information security Organization Policy, Third Party security Policy and Human resource security Policy, Physical and Environmental security Policy) for all divisions of HGS.
- Achieved the e-sourcing capability Model for service Providers (eSCM-SP) Level 4 standard and obtained certification for the same for all the LOB’s under Data services division.
- Managed company wide Business Intelligence /analytics framework supporting Management Information system. Worked with Product teams (Qlikview, Tableau) to define the strategy, roadmap and implementation plan for various LOB’s in HGS.
- Implemented Account wide e-Learning Platform for encouraging continuous learning for the Support Engineers using Open sources technologies (LAMP & PHP)
- Managing the attrition kick started projects like 30/60/90 days fresher’s meet, leadership coffee connect and One day Manager Role Plays for the employees.
- Collaborated with Third party vendors in providing remote support for the High end mobile customers, and continuous health monitoring for the high-profile customers.
- Associated with Tier-1 Telecom Vendors (Huawei, Nokia) companies for training to the Support executives.
- Played a crucial role in setting up Mobile Value-Added Service Labs at all major locations for the Technical Support executives to simulate and test customer Issues, appreciated by the Partner Top management for these initiatives.