Vice President Manager
Resume:
*************@*****.***
Chiranjiv Nagi
Devon, PA 19333
Successful, experienced leader with over 20 years in people management, process improvement, and process design. Deep competencies in large enterprise projects and managing complex transactional operations. Demonstrated success as a multi-national leader and contributor in multiple industries. Customer driven, decisive, and collaborative.
Process re-engineering and new process and product design
Quantitative analysis and metric design and deployment
Strategic, cross-functional change management
Forecasting, capacity planning and resource optimization
Process contract design, negotiation, and management
Account management, mining, relationship management
Genpact LLC
Assistant Vice President, Business Process Re-Engineering 2001 - 2012
Program Manager, Medco 2012 - 2012
Lead enterprise project to create Business Intelligence framework, identified KPI & designed ETL process. Facilitated workout with business leadership for metrics design.
Benefits of executive dashboard projected at savings of $1.5MM/yr. Project de-prioritized after ESI merger.
Consulting Master Black Belt, Ceridian Corporation 2009 - 2012
Leveraged Statistical & Process Reengineering tools to drive productivity benefits for the business while improving customer experience. Developed and managed tools to forecast volume & capacity planning. Facilitated quality Sigma trainings and workouts, mentored personal in process improvement work.
Reduced product implementation process by 45% via process improvement, resulting in savings of $8MM/yr. Created quality management techniques which also reduced implementation cycle time from 145 to 72 days.
Client development for Business Process outsourcing and Re-engineering projects. Generated lead for 30 FTE data conversion, lead solution ID, SOW and transition support.
Mined account for additional re-engineering projects, app. $1.5MM/year
Consulting Master Black Belt, Hess Corporation 2007 - 2008
Consulting in re-engineering & six sigma space, responsible for project delivery via customer and business impact in oil & gas trading processes. Reconciled physical oil inventory and resultant P&L between trading & accounting functions and build processes to determine real time inventory position.
Executed end-to-end program of process improvement which realized $65MM in multi-year savings. Solution design included process simplification, risk analysis procedures, framework and process documentation. Automated data inputs in trading system - baseline and implement business rules. Executed & facilitated product nomenclature and pricing basis across systems. Instituted changes to provide more business control and transparency to logistics positions in the United States and Canada.
Generated BPO revenue for 15 finance & analytics FTE
Lead / managed growth in re-engineering engagement from $1MM to over $5MM/year
Strategic connect with CXO stakeholders
Assistant Vice President, Automobile Contact Centre 2005 - 2007
P&L responsibility of managing large multi process technical help-desk operations
Drove standardization & improvement in performance metrics. Designed & implemented quality audit frame work based on qualitative analysis, Nissan ‘best practiced’ for PDC processes.
Increased resolution rate from 56% to 76% and NPS to 85% via CRM design & implementation and deploying standardized workflow process.
Black Belt, IT Services 2003 - 2005
Improved customer satisfaction from 49% to 65% via balanced scorecard design, remote diagnostics and process standardization.
Improved net promoter scores from 47% to 75% via tracking & issue closure workflow, relationship management review, audit control.
Operations Manager, Credit Card Operations 2001 - 2003
Managed a 52 member team, developed job aid support tools that standardized and simplified operating procedures. Improved process effectiveness through focused intervention in areas of call quality, unscheduled absenteeism and call time reduction.
Leveraged the six sigma framework to control variation in agent availability at the desk. Lead Green Belt project to improve unscheduled absenteeism from 12 to sub 2%.
Prior Experience
Field sales experience as a Regional Sales Manager with Koshika Telecom Ltd with P&L responsibility, channel management. Sales roles with publication and office automation companies
Educational Qualifications
B.A. Public Administration and Political Science Osmania University, India, 1995
Special Training and Skills
Certified Black Belt & Master Black Belt (DMAIC, DFSS, BPMS, Lean)
Six Sigma and Lean trainer
Addendum
Primary Executive References
Woody Taylor
Senior Vice President, Operations and Technology, Ceridian Corporation
John Douglas
Vice President, Business Process Management, Hess Corporation
Geetika Sinha
Vice President, Business Process Re-engineering, Genpact
Recommendations and Endorsements
“Chiranjiv has many of the talents obvious in his resume and endorsements; relative to those capabilities, any potential employer would find him extraordinarily hard working, acutely process focused, and with the entrepreneurial traits anyone would want in an generalist executive in their organization. Chiranjiv did a wonderful job executing across a variety of roles in the three years I was lucky enough to work with him. He is extraordinarily smart and thoughtful, and renders his management style through a broad lens of life experience and previous jobs he's had.
The qualities not self-evident in his resume, the ones you will only know once you know and observe Chiranjiv, are some of my favorite attributes about him. He treats his work as if he owns the company. He infuses his work with passion of that ownership, rendered ethically and objectively. I trust him as much as I trust anyone, and the ability to rely on him to deliver gave me more confidence across the rest of my responsibilities.
His behavior is a role model for all of us. Confident and reliable leadership, and unerringly polite consideration for anyone around him. So many people have worked with Chiranjiv and simply commented that "He's such a good man." He's that for sure, and his ethical grounding is simply one of the foundational aspects of someone who's also an extraordinarily capable leader. I hope to work with him again, and I'm glad to have him as such a good friend.”
Woody Taylor, Senior Vice President, Operations and Technology, Ceridian Corporation
“I worked with Chiranjiv in his support of a cross functional project at Hess. Chiranjiv did an excellent job of managing multiple stakeholders with different objectives. Chiranjiv developed a broad base of knowledge across the entire value stream that enabled many sustainable process improvements. I look forward to working with Chiranjiv again.”
John Douglas, Vice President, Business Process Management, Hess Corporation
“I have had the opportunity to work with Chiranjiv Nagi for over three years. His ability to take information/data not only to create a working view for others to manage their business groups effectively but to also offer his thoughts to a practical approach using the data/output in a meangingful way.”
Tara Irish, Regional Vice President, Implementation, Ceridian Corporation
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