Experience

  • Project Manager – HR Operations (Consultancy Project)

    at Commercial Bank of Dubai – Dubai, UAE

    January 2019 - July 2019

    Dubayy

    Achievement: Transition of employment of 508 employees from 5 different agencies to Commercial Bank of Dubai Resourcing within a span of 6 months. • Managing the end-to-end transition from visa migration, to payroll right up to change of Labour Contracts as per the UAE Policies • Budget Management was maintained from Start to Finish and included a saving of AED 805,206 by maintaining the ‘B Category for Visas’ and stable ratio between Skilled vs. Unskilled employees • Managed the activities of the HR Operations & the Government Relations team to avoid any deviations from the set timelines • Maintained a strict adherence to the project plan and scope, by defining each transition step with dictating milestones • Conducting Bi-Monthly meetings with the CHRO, Head of HR Operations, Head of Government Relation and Units Heads to review the progress of the transition

  • Process Excellence, Training & Projects Manager

    at Organic Foods and Café – Dubai, UAE

    June 2016 - December 2018

    Dubayy

    Performance Management, Self Service, Disciplinary Management, Man Power Planning, Training Platforms & Constructing the entire Organization Structure across 4 companies • Project lead in launching the Workforce Management System across 4 companies (total head count of 768 employees) • Introduced a new process change to map the warehouse routes from the receiving bay to storage. This reduced the time span by about 45% Increased the Store Sales on weekly basis by 6% and overall sales by 14% in the 1st month. Increased the Store Sales on ‘Promotion Day’ by 98%. And over sales for the 2nd month by 23% Decreased customer complaints 87% and created a ‘Voice of the Customer’ to bring about a better customer experience Introduced a logical merchandising display structure to enhance customer’s shopping experience and concepts of cross selling in order to increase sales. • Developed training programs to reduce the customer’s time spent at the ‘Point of Sale Counter’ by 8 minutes.

  • Process Excellence Manager (Consultancy Project)

    at Majid Al Futtaim Finance – Dubai, UAE

    February 2016 - June 2016

    Dubayy

    Achievement: Lead in the introduction of a dynamic NPS Program, introduced process flows for improvement of the “Payment Defaulters 120 days, and reduced it by 12% • Managing business process re-engineering within Operations and Customer Care Domain • Developing Improvement Projects (Six Sigma, KAIZAN & DMAIC) and conduct project milestone review with all stakeholders, owning actions and their responsibilities • Managing process improvement, best practices, and standardize across all customer touch points/alternate channels • Lead in risk assessment through root-cause analysis of defects and ensure implementation of controls to minimize losses (financial) • Assessment of complaint management initiatives, NPS, and customer experience enhancement • Liaising with Vendor (BAIN) on daily and weekly basis for NPS improvement initiatives • Manage Back Office operations and setting up a quality framework for the team

  • Business Excellence Consultant – (Business Launch Consultancy Project)

    at Dark Matter LLC (Cyber Security) – Abu Dhabi, UAE

    September 2015 - November 2015

    Dubayy

    Achievement: Set the training and quality management foundation for the 1st Cyber Security Company in the UAE and trained Local Emiratis on the subject • Developed the training materials for the contact center and the One Stop Shop (OSS) center and provided training to the interim project launch team consisting of 12 Local Emiratis • Developed the end user “how to” interactive guides, SOPs & user manuals for the contact center and OSS operations • Developed the end to end quality framework & methodology to be implemented across Dark Matter contact center and OSS operations and/or service fulfillment teams • Developed performance management KPIs for the end users and implemented measuring tools

  • Operations Manager – (Consultancy Project)

    at Safe Cage Armor Works FZ LLC - RAK, UAE

    March 2015 - August 2015

    Ra’s al Khaymah

    Achievement: Introduced process flows for improvement in the production line of vehicle’s & Inventory Control • Managing production process of over 50 Armor Vehicles monthly; monitoring workflow and cross-functional activities. • Analyzing implications of work delays, interruptions, changed plans and its impact on production and delivery schedule, and increased efficiency of each production line (in total of 5) by 18% • Developed processes to manage timelines and control over inventory, reduced wastage by 52% • Managed reports on weekly/monthly basis of production, stock at hand and shipment units. Monthly recording of procurement and purchase of materials/stock/inventory delivered at the facility • Liaising with logistics on hold ups in the shipping process (quotes, invoice, payment, delivery, documentation, government approval)

  • Customer Service and Quality Specialist

    at du - Emirates Integrated Telecommunication Company PJSC (Dubai, UAE

    January 2006 - February 2014

    Dubayy

    Achievement: Launched the quality management system across 4 contact centers (in UAE) & 2 contact centers (outside UAE), 199 directory services, “the voice of the customer’, introduced the Customer Satisfaction Surveys & NPS Programs, Revamped the entire collection process and contact center • Manage and evaluate KPIs for outsourced partners IBM (India) team size of 300 employees & Exceed (Egypt) 150 employees • Provided insights and recommendations on improvements that promote better quality, leaner processes and reduction of costs; prioritize and execute such projects • Lead role in defining & driving a customer satisfaction (C-SAT) & NPS Campaign on weekly basis to measure & set benchmark of C-SAT level related to the customer service experience

Education

  • Six Sigma Lean

    at Institute of Indian Statistics

    2014 - at Present (6 years) Mumbai - Mahārāshtra

  • ITIL - Foundation

    at Axelos

    2014 - at Present (6 years) Mumbai - Mahārāshtra

  • Prince2 - Practitioner

    at Axelos

    2014 - 2019 (5 years) Mumbai - Mahārāshtra

  • Bachelor of Commerce

    at University of Mumbai

    1998 - 2001 (3 years) Mumbai - Mahārāshtra

Languages

  • English Native

  • Hindi Native

Hives