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Analytics Driven Operations Excellence & Client Delivery

Location:
Chicago, Illinois, United States
Posted:
June 27, 2019

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PROFESSIONAL SUMMARY

**+ years of business analytics consulting experience with strong concentration in Business Performance Analytics & Strategy, Client Delivery & Relationship Management, Business Operations, Sales & Marketing Effectiveness, Center of Excellence (COE), Process Optimization, Offshore & Shared Services Operations.

Led consulting and delivery roles providing Business Analysis & Strategy, Data Governance, Delivery Leadership Solutions & Client Engagement to Global Multi Industry clients – Pharmaceuticals, Management Consulting, Business Professional Services, Knowledge Process Outsourcing (BPO/KPO)/Contact Centre Reporting, Delivery Centre Services, Manufacturing & Industrial, ITES, Food & Beverage and Energy (Oil & Gas).

Solid experience implementing analytics & reporting delivery framework & solutions. Multiple Stakeholder Management for cross functional management - Business Operations & Control, Strategy & Process Improvement, Commercial Excellence and MI Service Delivery & Shared Services/Offshore processes.

COMPETENCIES

Client Focused

Analytical Problem-Solving

Result Oriented

Stakeholder Management

Business Acumen

Adaptability & Quick Learner

Attention to Detail

Challenge Lover

Analytical Skills – Operations Analytics & Metric Report Development/Consulting – Interactive Dashboards/Scorecards, Quantitative Analysis & Strategy, Effective Research & Efficient Analytical Problem-solving (information gathering & data synthesis), Key Performance Indicators (KPI) Identification, Compelling communication - Business Reporting & Presentation skills for executive leadership due diligence, Data Representation/Visualization, Market/Customer/Competitor/Product/Industry Research & Analysis, hypotheses or ‘what if’ study, Business / Sales Forecasting, CRM Data Compliance & Reporting. Sales and Marketing Effectiveness

ERP/ETL/Data Visualization/Business Intelligence/Project Management Tools – SAP, Cognos, Qlikview, Google Docs/Google Sheets, SalesForce (SFDC), Customer Relationship Management (CRM), RETAIN, D3, I Grasp, Thomson. SQL Coding, Advanced Excel, Power Point, Access, Visio, Map Point, GLR – Citrix environment, Tableau, Microsoft Project, Smartsheet, Basecamp, Workday, Cvent

PROFESSIONAL JOURNEY

04/2016 – 08/2016, Client Manager – Analytics & Reporting Solutions (ZS Associates Solution Area), Chicago US - Worked with leading Pharma & Banking clients to support all client engagements, project life cycle and delivery operations.

Client Engagement – Build & maintain client relationships to offer data driven analytic solutions to business problems. Experienced in executive level presentations, client portfolio/proposals/demo, statement of work (SOW), service level agreement (SLA), standard operating procedure (SOP) etc. Lead for socializing & articulating new products/reports to clients including on-site training or demo sessions. Monitoring engagement specific budget/scope/ROI and managing optimum staff utilization. Business Development strategy/roadmap initiatives.

Client Delivery Lead – Lead & manage all client engagements - Business Intelligence & Analytics Delivery, Transparency & Compliance Management & Data Governance. Plan scope & manage all reporting/analytical solutions (HCP/Non-HCP) for the clients.

Identify key KPI’s & lead projects for reporting framework (i.e. customised scorecard/dashboard/data visualization) development

Collaborate with centralized Engineering & Delivery teams to design customized reporting solutions, develop consistent reporting tools & processes across different client businesses

Task allocation to internal teams and monitoring adherence to quality standards & SLA – data gathering/analysis/reporting

SPOC for risk mitigation/issue reporting & resolution/operational escalations/client communication etc.

Analytics Consulting – Provide ongoing consultative support to clients in Data Governance & Compliance Management. Offering analytics-based solutions to drive business operations & decision making, transparency reporting/analysis – cost/budget/resource volume etc., account management, compliance monitoring and event management software configuration via technical teams. Also led client on-boarding & client site product training sessions.

12/2013 – 04/2016, Marketing & Strategy Lead, Lafarge North America, Chicago US – Providing analytics & reporting support to Corporate Operations (Matrix Business), including monthly & quarterly Leadership Cadence reporting. Deliver data, reports, analysis, develop executive level presentations to provide analytical guidance to multiple stakeholders for each segment/region -

Commercial Strategy (SFDC Solutions) – CRM derived reports, dashboards & scorecard development, customer segmentation & analysis, Customer Trends & Tier mapping, CRM Ad-hoc Reporting for various business programs. Process Innovation projects for elevated Sales Strategy. Built tools & processes for quantitative review of commercial programs e.g. Salesforce Effectiveness (SFE). SFE project involved KPI identification & leveraging data from available in-house & third-party BI tools to develop an annual metrics-based Performance Assessment Scorecard customized for each market.

Corporate Strategy – Lead initiatives for analytics driven strategy solutions, market & competitor performance analysis. Marketing & Sales Effectiveness, Process innovation – integrated third party market intelligence data and CRM information to develop a ‘Lead Generation Tool’ as a sales pipeline reporting solution by each market region and each construction segment. Developed ‘Go-to-Market’ strategy, application & customer segmentation, corporate strategy plans and forecasting/demand models for Oil & Gas Upstream segment.

Operations Excellence – Data Analysis & Reporting support to product line operations - generating & maintaining monthly Financial & Operational dashboards. UAT Lead for post-merger data integration and data migration from Cognos 10 to Qlikview.

Vendor Management – Lead for managing external data sources and license management. Onboarding new licenses, formulating training plans, leading web sessions/demo of the reporting capabilities of the third party as well as in-house reporting tools.

Achievements – Successful implementation of the SFE Performance Tracking Tool for North America region, the tool was adopted as a standard for all global regions, generated a Performance Assessment Tool capable of reporting metrics by sales managers by region, Accelerated Sales & Marketing Effectiveness by launching a Lead Generation Tool, Promoted to a Senior Level.

11/2008 – 10/2012, Manager - Analytics Solutions (COE), KPMG ELLP (UK/India Offshore) - Successfully established a 20+ PILOT Center of Excellence (COE) team (recruitment/onboarding/training) to provide functional support to all Matrix Business Lines within KPMG Advisory – Corporate Function. Worked as lead for offshore stakeholder management for KPMG Global to provide MIS & Engagement support across all business lines.

Offshore Business Operations (COE) – Manage & Monitor Compliance to client delivery frameworks within shared services function to standardize and optimize operations – KPI identification, standard operational/metrics reporting, SLA Adherence, SOW, SOP, project transition, cost effective resource deployment, scope definition, process design/mapping, Task Allocation, Risk Mitigation & Service Escalations etc. Deployed a performance management system for COE functions. SPOC for cross functions – IT/HR/Finance etc. Client proposal development, bid support, client portfolio development, knowledge management etc.

Analytics Service Delivery Manager - Solid experience in global shared services management & offshore delivery. SPOC for onshore Service Managers & Requirement/Scope definition. Led offshore teams and SLA Management for below shared services:

Management Information - Develop, maintain and enhance all reporting & analytic solutions to drive business decisions. Develop interactive & customized reporting tools for senior stakeholders – operations dashboard, projected revenue pipeline reporting, profit & loss, financial & headcount reconciliation, HR/Workforce Analytics etc. Promote standard reporting culture in cross functional organisation, trained teams in metric identification, data visualization – dashboards/scorecards, Business / Sales Forecasting, CRM Data Compliance & Reporting etc.

Engagement Support - Project management support for efficient execution of projects, resource deployment strategies and engagement profitability governance – project scope & resource pricing etc, Client proposals/bidding materials, budget calculators, pending invoice & bad debts monitoring (account receivable tracking), capital value, project revenue cycle etc.

Workforce Analytics – Process implementation & development of insightful HR & workforce analytics - recruitment pipeline, attrition rates, attrition RCA, staff expense report, staff current & projected utilization, bench reports, projected chargeable hours etc. Liaising with engagement leads to monitor staffing needs and achieving an optimum balance of chargeability and profitability. Monitoring resource software data compliance & staffing MIS.

Corporate Strategy & Analysis – Lead for executive level PMO reporting for Practice Leadership. Data driven strategy & initiatives for business operations, cost reduction/optimization, change management & risk mitigation. Skilled in process improvement, process implementation, project transition & people operations.

Achievements – Improved time efficiency by 40% via standardisation of service delivery process, successful set up of 20 FTE pilot offshore team, Super Team Award, Promoted to Manager Level, established a reporting model to proactively monitor and maintain staff utilization targets. Implemented a Performance Assessment Tool for offshore teams.

11/2006 – 11/2008, Metrics & Reporting Senior Analyst, DELL International Services (BPO), Mohali/Gurgaon, India –

Process Engineering – Lead for Performance Reporting of Customer Contact Centres of 2 Business Units. Developed automated reporting dashboards and scorecards, worked extensively on data collection and data synthesis to drive analysis. Established regular reporting protocol for tracking performance and driving pro-active business actions.

Achievements – Developed a fully comprehensive dashboard capable of reporting all performance & business metrics by BU/team/Agent – the tool was implemented for other working units in India, Awarded a Quarterly Star Award for extraordinary performance.

11/2004 – 11/2006, Research Associate, Evalueserve Pvt Ltd., Gurgaon, India -

Intellectual Property (IP) & Research – Involved in patent drafting and patentability assessment projects; drafted 25+ patent applications for electronics, chemical, mechanical and metallurgical inventions. Conducted patentability assessment, secondary research and qualitative/quantitative analysis on commercial and technical domain to frame patent portfolios for various clients.

Achievements – Best Team Award, Certified Indian Patent Agent under section 126(1) (c) of the Patent Act.

06/2004 – 11/2004, Shit Engineer, Vedanta Resources, Udaipur, India –

Worked as a Shift Engineer and handled a team of 18 operators, led initiatives worked on a ‘Development Project’ to improve the quality, quantity and safety standards in the Roaster and Acid Department

EDUCATION - Bachelor of Metallurgical Engineering LINKEDIN PROFILE - www.linkedin.com/in/nidhimadkan



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