AJIT FERRAO

Contact No.: 098******** ~ E-Mail: acqleu@r.postjobfree.com

Contact Address: *** * **** – Pooja Enclave, Opp Ganesh Nagar, Kandivali West, Mumbai - 400067

In pursuit of challenging and enriching assignments in Process Excellence/ Quality Management/ Business Transformation with an organisation of high repute preferably in Service/ Banking/ Telecom industry

PROFILE SUMMARY

A performance driven professional with 14.5 years of experience in Process Excellence, Business Transformation, Quality Management, Operations Management, Customer Relationship Management, Team Management and auditing

Skilled in setting out quality standards for various operational areas while simultaneously implementing quality systems & procedures to facilitate a high-quality working experience, while adhering to the SLA

Proficient in swiftly ramping/ completing up projects with competent cross-functional skills and ensuring on time deliverables within pre-set cost parameters

Instrumental in mapping business requirements and coordinating in the implementation and smooth functioning of processes in line with the pre-set guidelines

Adept in liaising with International External Agencies for showcasing Organization Deployment of Six Sigma culture

A strategic planner with expertise in managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence

An effective communicator & negotiator with strong analytical and organizational abilities

CORE COMPETENCIES

Identifying key bottom-line impacting factors, conceptualizing initiatives and ensuring regimental execution to meet organizational objectives

Developing project baselines while monitoring and controlling projects with respect to cost, resource deployment, time over-runs and quality compliance to ensure satisfactory execution of projects

Managing relationship with project stakeholders, keeping stakeholders informed of progress and issues in order to manage expectations on all project requirements and deliverables

Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level

Creating awareness for driving the implementation of Six Sigma & Lean initiatives and process improvement strategy & methodology, ensuring maximum operational efficiency

Supporting telecom business across B2B and B2C

WORK EXPERIENCE

Since Apr’12 with Serco Global Services, Mumbai

Deputy General Manager - Process Excellence

Key Result Areas:

Establishing process management, and continuous improvement frameworks to sustain and grow benefits post project

Engaging employees in SE framework

Supervising Project Managers to deliver process and quality improvement

Ensuring effective delivery of process and quality improvement projects

Carrying out project governance

Monitoring Report Project progress at regular intervals to Accountable Executives

Liaising with operations on identified improvement projects and achieve the desired project goals in terms of financial benefits and other identified metrics

Tracked and reported realized benefits against target

Highlights:

Successfully managed process excellence of business of 7000 FTE

Leading Turnkey project targeted around Reducing Customer Effort

Partnered with client for redesigning process for Top Telecom Operator in India

Aug’02 to Mar’12 with Firstsource (formerly ICICI OneSource), Mumbai, India & Manila, Philippines

Last designated as Senior Manager – Process Excellence

Growth Path:

Aug’02 to Mar’03 Customer Service Associate – Operations

Apr’03 to Mar’04 Team Executive – Operations

Apr’04 to Sep’05 Process Leader – Operations

Oct’05 to Apr’07 Assistant Manager – Operations

Apr’07 to Dec’08 Assistant Manager – Process Excellence

Jan’08 to Jan’10 Manager – Process Excellence

Jan’10 to Mar’12 Senior Manager – Process Excellence

Key Result Areas:

As Senior Manager – Process Excellence:

Monitored deployment of process excellence for the Philippines geography across 2 sites

Leading a team of 3 to support process excellence deployment of 2 Forbes Global 2000 clients in the BFSI and Telecom domain which comprised of:

oIdentification and implementation of12Six Sigma and Lean initiatives that resulted in annualized savings of over $750000

oSet up, detection and implementation of over 100+ Kaizen ideas resulting in annualized savings of 13 automations and multiple client accolades

oLead trainer for all Six Sigma, LEAN and Kaizen trainings for the geography

As Manager/ Assistant Manager – Process Excellence:

Black Belt for 2 Leading Telecom and Media Client based in UK. Highlights:

oClient signed of savings linked to Turnkey project to reduce customer complaints

oLeading cost optimization project across 3 sites that resulted in annualized savings of INR5300000

Trained and Mentored 6 batches of Green Belt and 15 Yellow Belt trainings

Setup of BPMS and Quality Tool Micro Deployment in daily operations for 3 sites

As Assistant Manager – Operations:

Managed a UK Mortgages and Investment services – Building society – Back-office (25 agents)

Maintained all SLA for the process

As Process Leader – Operations:

Handled US credit card client – customer service back office processes (15 agents)

Maintained and improved team targets

Ensured SLA delivery and helped in strategizing service

Monitored UK Mortgages and Investment services – Building society – Back-office (15 agents)

As Team Executive – Operations:

Handled a customer service – back office operations for a leading US Credit Card client

Supervised a team of 6 Customer Service Associates

Managed training and quality for the sub-process

Monitored MIS Team for the process for accurate reporting

Carried out Yellow Belt Project (Six Sigma approach)

As Customer Service Associate – Operations:

Processed e-mails and white mails for a leading US Credit Card client

Ensured effective preparation of team reports

Highlights:

As Assistant Manager/ Manager – Process Excellence:

Holds the distinction of being awarded Support Performer of the Year 2007

As Customer Service Associate – Operations:

Attained Extraordinaire Award for Best Overall Performance

From July 1999 to May 2002 with Walter & Associates, Mumbai

Role: Audit Associate

Responsibilities:

Statutory audit of Various Private Ltd Companies & Public Limited Companies, Partnership concerns

Internal Audits of Public Limited Companies

Preparation of CMA and Fund Flow Statements

Computation of Income Tax returns of Individuals

CERTIFICATIONS

April 2011 Certified Black Belt

Dec 2007 Green Belt Certification in Six Sigma

TRAININGS

Conducted:

oAll Six Sigma Trainings for our Philippines site (Kaizen, Lean and DMAIC trainings) IN Firstsource (formerly ICICI OneSource) during entire tenure of 2.5 years

oYellow Belt and Green Belt Trainings across 5 years of Process Excellence experience

TOOLS COMPETENCY

Minitab, SigmaXL, MS Visio, MS Project & MS Office

ACADEMIC DETAILS

1999 CA Foundation from Institute of Chartered Accountants of India, Mumbai

2001 B.Com. from Chennai College of commerce, Mumbai, University of Mumbai

PERSONAL DETAILS

Date of Birth: 10th September, 1980

Languages Known: English, Hindi, Marathi and Guajarati

Location Preference: Mumbai/ Philippines/ Singapore

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