Results-orientated Assurance Manager providing direction and leadership to high performance teams to attain organizational objectives.

Proven track record of the following:

• Formulation and execution of strategic, financial and marketing plans to achieve company goals

• Introduction of innovative solutions and strategies to improve efficiencies

• Development and implementation of robust operational processes

• Profit and loss management

• Effective introduction and management of organizational change

• Establishment of high level relationships with key customers

• Recruitment, training and empowerment of employees to achieve key

  performance indicators

• Strong revenue growth and performance excellence

Solid working knowledge of:

•Budgeting and forecasting

•Financial management and financial reporting

•Financial data interpretation and analysis

•Opportunity and risk analysis

•Performance management

•Quality management

•Process improvement

•Market research and analysis

•MS Office

Achievements:

·         Consistently maintained the Operational Contractual Agreements (SLAs) over 99%

·         Achieved the improvement of Profit Margin from 8% to 17%

·         Consistently maintained the CSAT Index over 4.2 YoY

·         Driven many employee recognition programs to improve employee morale

As a change management consultant, I have enabled the awareness and adoption of new technologies and/or processes by encouraging leadership alignment, understanding organizational impacts and developing appropriate interventions to minimize business disruption. 

Notable Engagement

Roles: Lean Coach 

Client:  Manufacturing 

Specialties: ITSM Service Design, ITSM Service Transition, ITSM Service Operation & ITSM Continual Improvement

Location: Japan

Duration: 9 months 

Responsibilities: 

• Developed policies and procedures for implementing changes to production IT environment, including risk analysis / mitigation, technical documentation, communication plans, implementation / back-out plans, and change calendar. 
• Facilitated communications between and gained consensus from IT teams. Collaborated with IT partners regarding change management and championed policy / procedure compliance. 
• Presented processes and value to teams. Coordinated tasks among IT resources, management, and customers. Conducted weekly meetings facilitating discussions and evaluation of proposed changes. 
• Maintained online change calendar and coordinated events with enterprise business calendar; ensured communication with all business units. 
• Tracked all IT production changes and reported on completion rate, success rate, resources required, and production outages. Provided appropriate data to external audit company. 
• Utilized Remedy Action Request System and Change Management applications to support Change function.
• Applied tools such as a VSM, NV-V-VE(KAIZEN), TIMWOODS, RCA, 5Ys, Time and Motion Study, KANBAN, Mistake Proofing / Poka Yoke, Five S and Problem Solving / PDCA.

Achievements:

• Increased efficiency 45% through reengineering request management process resulting in deployment of new Scale's Request Center software for on-line management of all IT Service requests and Service Task delivery.
• Developed a leadership alignment approach and employee communication plan, which increased the awareness and adoption of a major organizational restructure and saved the organization $1.5 million.
• Defined the strategy, deployed the tactics and the developed the sustainment plan that increased usage of internal self-service channels by 20% and reduced call volumes by 10% 

Responsibilities: 

• Developed policies and procedures for implementing changes to production IT environment, including risk analysis / mitigation, technical documentation, communication plans, implementation / back-out plans, and change calendar. 
• Facilitated communications between and gained consensus from IT teams. Collaborated with IT partners regarding change management and championed policy / procedure compliance. 
• Presented processes and value to teams. Coordinated tasks among IT resources, management, and customers. Conducted weekly meetings facilitating discussions and evaluation of proposed changes. 
• Maintained online change calendar and coordinated events with enterprise business calendar; ensured communication with all business units. 
• Tracked all IT production changes and reported on completion rate, success rate, resources required, and production outages. Provided appropriate data to external audit company. 
• Utilized Remedy Action Request System and Change Management applications to support Change function.
• Applied tools such as a VSM, NV-V-VE(KAIZEN), TIMWOODS, RCA, 5Ys, Time and Motion Study, KANBAN, Mistake Proofing / Poka Yoke, Five S and Problem Solving / PDCA.

Achievements:

• Increased efficiency 45% through reengineering request management process resulting in deployment of new Scale's Request Center software for on-line management of all IT Service requests and Service Task delivery.
• Developed a leadership alignment approach and employee communication plan, which increased the awareness and adoption of a major organizational restructure and saved the organization $1.5 million.
• Defined the strategy, deployed the tactics and the developed the sustainment plan that increased usage of internal self-service channels by 20% and reduced call volumes by 10% 

A Global Service Delivery Manager heading operations & services for all global customer accounts, programs and contracts.

Responsibilities include:

·         Responsible to ensure uninterrupted Product services across globle.

·         Responsible for day to day global delivery of Services

·         Provide leadership, direction and coach/mentor team

·         Implement, monitor and adhere to best practices for global delivery locations

·         Implement process improvements

·         Manage to “Scope of Work” and “Change of Scopes”

·         Assist with new launches or new business with client(s)

·         Assist with invoicing (provides data, not invoicing)

·         Delivers to expectations

·         Provides executive management presentations on service offerings

·         Participates in on-going service delivery meetings

·         Global expense management

·         Drive continuous improvement

·         Skills, Licenses, Knowledge, Education and Training

·         Manage onshore and offshore resources and activity virtually as well as sensitivity to cross cultural differences

·         Financial management on a global level

·         Manage Service Integrator

·         Manage vendors and 3rd party service providers

·         Spear-headed Service & Delivery Capability building in making the organization delivery it’s Product across the globe.

Achievements:

·         Built best in class service delivery model

·         Built a stand-alone cloud based infrastructure for product delivery and support

·         Ran and sustained service delivery for all existing customer base across the globe

·         Achieved smooth transition of the customer (Banking Service Provider) to digital platform and support their customer base growth upto 10X