Center Manager Training & Organization Developement

Khan Zahir A. R.

**th Floor, Tower *, One Orchard Building,

Eastwood City, Libis, Quezon City.

63-917-***-**** / 915-***-**** (Mobile)

E-Mail: ******@*****.***

tive

ain an in-depth knowledge of various organizational functions to relatively improve people processes and move towards attaining a

tomer Satisfaction.

Professional Profile

A dynamic, result-oriented professional having 22 years of experience in managing entrepreneurial ventures

ss a wide spectrum of industry verticals.

Last employment with The Aarena Corporation as Consultant & Business Development, Market Research on

ous products, Cost & Risk analysis to ensure the successful projects for Imports & Exports. Study the Demand and Supply chain of

countrywide market.

My entire Tenure and role as Center Manager Training & Organization Development– TechMahindra Ltd.

lippines & Pune Centre) helped gain immense knowledge, excellent exposure to build a cohesive career and growth.

Extensive Exposure of New account Management & Transition with hands on experience from the Bidding stage

Projects going Live in Operations. My tenure with Globe account was the most challenging as culture,

uage and working styles were different.

Manila Center added a niche to my expertise and competency, being appointed as Client Services Manager

anced my exposure to learn more on Client Management and deep dive on hand experience on handling all concerns and issues

ed. Managing Clients and taking all the hits for missed SLA’s and escalations. Cascading this to each Stakeholder, making Action

s and Process Initiatives.

Additional responsibilities First Day Induction for all New Hires at all levels, Overlooking HR Department for

roll and Employee Engagement to ensure the Center was set up as per the TechMahindra policies and culture. Being on the

urement Committee of Admin and ensure all expenses are maintained and managed to save the cost off the center gave me more

sure on Center Management

Involvement in New Businesses was one of the biggest opportunities to gain complete knowledge of the ITES

ors. SPOC for preparing RRP’s, New Business Client Presentations, and Managing Client Visits from Welcome, Meet & Greet,

tings, and Entertainment for BPO, IT & IMS branches for TechMahindra.

reparing RPS’s, Client Presentations for Sales Pitch and Client Visits, Being the face of the Company and preset the

ompany overviews and statistics for all departments, represent in new business Bids and sales pitch. This exposure helped me

a huge responsibility for managing the Entire Summit for TechM all LOB’s across locations worldwide. Being the SPOC

the business front had to manage every department, follow up on review decks collate, present to the Audience.

tertainment, Lodging Boarding, Travel with foods & beverages. This gave an excellent boost to my self confidence, my

fessional caliber and profile and an opportunity to rub shoulders with the who’s who of Mahindra Group.

Monthly Reporting and Client Business Meetings another herculean task which helped me gain expertise on the

amics and client management. Preparing Corporate & Project specific Presentations Monthly, Quarterly & Corporate Reviews.

rnal & External Reviews with each stakeholder to understand and improve delivery.

Process Improvements & Best Practice Sharing this being the most loved and challenging part of my profile. The

lenges, timelines to achieve the goals and most importantly financial gains for the Clients being the Key aspects. Successfully

lemented various Process improvement projects on training, operational and quality front. Help change clients process and add

features to enhance their delivery for a better customer satisfaction.

Organization Development is the key to the success of every Organization. This was done implemented with

ute and detailed study at each level before trainings were imparted. Special sessions with Agents, Team Leads, Mid

agement, Sr. Management were conducted to understand to gain real time feedback on areas of improvement for each level and

y department in the Organization. The modules and trainings were customized as per the feedback to ensure 100% effectiveness

monitored 0n 30-6-90 days format to check effectiveness and continuous improvement

Training & Quality are the key to happy client and happy customers. Both are the 2 arms to the success of any

ness. Effective Training & Stringent Quality ensures excellent delivery to achieve best CSat, meet SLA’s, Handling both helped

se the Process Quality and delivery to the end user. The Process Initiatives Improvement Plans for all LOB’s across locations

e implemented successfully and monitored with continuous improvements to ensure the goals are achieved as projected. Most

e successful within the timelines and few had to be modified and implemented due to real time challenges.

Without and Social Activities the organization is incomplete. Happy employees give best quality of service and

g with bringing a smile of joy to the needful motivates them to serve better and help them grow. Being the Head of JOSH &

E managed all Employee Engagement & Care Activities, My team received accolades and rewards and special recognition from

owners of Mahindra Group. That being one of the best achievements in life.

My entire Tenure with TechMahindra I have received 8 rewards for The Most Valuable Player, 2 rewards for

Center Manager 2 quarters. My Team winning the multiple rewards and accolades for their performance, Employee

agement and Social Welfare Activities.

Received 90% + Performance Incentives with A++ Grades every appraisal.

The last 20 + years have helped me gain an in - depth knowledge of Sales, Marketing, Business Development,

tomer Relationship, BPO Industry, IMS & Managerial know how from the various opportunities provided to me by the

nizations.

Career Assignment’s

rena Corporation : August 2012 –January 2015

Designation : President – Business Development

Job Profile : Consultant Business Development.

The Achievements

1. Coordinated with the Government Organizations for formation of the Domestic Corporation an Indo

Filipino Joint Venture. Coordinated with the SEC, BIR and City Hall for the formation of the

Corporation.

2. Market research, costing analysis, supply and demand, Prepared Project Report for the Company for

Products Generic Medicines & Henna Hair Color, Agriculture Products: Soya Bean, Soya Meal, Ground

Nuts, Whole Pepper.

3. Successfully Coordinated with Regulatory Bodies like BPI, FDA, BAI, Customs and PAFMI for collecting

data and information on the products to help prepare the Project Report. Work closely with these

departments to studies policies and procedures for importation of the goods.

4. Train the Management on Sales & Marketing Strategies, Corporate Communications & Business

Etiquettes.

ahindra Ltd. : December 2010 – June 2012

Designation : Center Manager Training & Organizational Development

Job Profile : Managing Pune & Philippine Centre.

The Achievements

5. Successfully managed a huge team consisting of 2 Managers, 4 AM’s & 35 Trainers Pune Center & 1 AM and

15 Trainer’s handling 35 Processes (International & Domestic) Voice & Accent UK & US for BPO, Mid

Management Training, Behavioral Training, Communication Skills for IT, IMS & BPO.

6. Successfully Transitioned and setup the New Center in Manila for Globe Business for Initial Launch of 5 LOB’s

within the span of 3 Months with successfully Recruiting & Training 1000 + Associates. Coordinating with

Clients to ensure prompt Delivery to maintain the Stringent Timelines, Create Training Modules, Conduct T3,

Initiate Process Improvements to enhance Agent Performance and Process Delivery.

7. Successfully launched the Email Support, Order Management, Social Networking Services Support for

Globe. Working hand in hand with IT from developing the Software & CRM, giving important inputs for the

Designing, handled the Testing with my Team, daily reporting on Technical Snags and Development &

Modifications. Complete support until the applications & Projects were successfully Operational. Recruiting &

Training New Hires maintaining the Quality and meeting the Go Live dates.

8. Set up the Manila Centre and imbibed the TechM Culture and Values in the Training, Quality, Operations,

HR and Recruitment. Aside from Managing the Training & OD also assisted Operations & Quality

majorly to groom Team Leads and AM’s to understand TechM working culture, enhance their Team

Management, Leadership and Analytical Skills.

9. Initiated Best Practice Sharing Process to improve the Process Performance. Groomed and supported the

Trainers to initiate and roll out Process Improvement Plans which helped achieved Operational Metrics

and Financial Benefits. .

10. Being appointed the Client Services Manager, worked closely with Client Vendor Management team to gain

direct inputs, feedbacks, escalations. Taking that study back to the stakeholder designed and worked with

the BPM team on various Process Improvements and Value Adds to help increase Customer Experience &

increase Revenue and Financial Benefits.

11. Conducting Monthly Reviews with the AM’s & Trainers, Assessing them on their Training delivery and

KRA’s, Having Weekly/Monthly Reviews with Internal Stakeholders and Clients to understand the needs

and Areas of Improvement to enhance the Process Delivery.

ahindra Ltd. : October 2008 – December 2010

Designation : Center Manager Training, Organizational Development & Quality

Job Profile : Managing Pune for all LOB’s.

The Achievements

12. Successfully managed a huge team for Training & Quality consisting of 6 AM’s & 18 Trainers and 20 QA’s

handling 33 Processes (International & Domestic) Voice & Accent UK & US for BPO, Mid Management

Training, Behavioral Training, Communication Skills for IT, IMS & BPO.

13. Conducting Monthly Reviews with the AM’s & Trainers & QA’s, assessing them on their KRA’s, provide

feedback and plan individual goals and targets. Handhold and guide them to achieve and groom them to

ensure effectiveness and targets are met. Having Weekly/Monthly Reviews with Internal Stakeholders and

Clients to understand the needs and Areas of Improvement to enhance the Process Delivery.

14. My team was supporting the IT and IMS wing of TechM, first round hiring on V&A, conducting

assessments and coaching on these IT employees were planned and imparted to ensure effective delivery

by them.

15. Behavioral Trainings, Leadership Training, Sr. & Mid Management Training Workshops were designed

after taking real time inputs from each stakeholders from Agent level upto Sr Management. The modules

were customized based on the feedback to ensure the individuals are imparted with effective training to

ensure and help groom them on the areas of improvement.

16. Handling Training & Quality gave that edge to implement various Process Initiatives and Process

Improvement plans with Value Adds on real time basis. Implemented Various Process improvements to

control AHT, improve quality scores, Changed Client processes to ensure effective quality on calls to get

better CSat’s. Introduced New Processes, Additional Support Teams and Initiatives to save costs for the

Clients to gain financial benefits.

17. Handling 33 Process with different scope of work and support like, Customer Service, Email and Back

Office Support, Order Management, PMP – AT&T, BT, Concierge Desk for VVIP’s – Unilever. Level 1

and 2 Support Helpdesk and Service Desk – TELUS and CompuCom Inc. Change, Config, Incident and

Problem Management support based on ITIL V3 with direct involvements with clients for NHS & BT UK

support.

18. Employee Engagement, Care Activities, Internal Branding, New Business Client Visits E2E and Managing

the Annual BPO Summit were additional responsibilities.

ahindra Ltd. : September 2006– October 2008

Designation : Sr. Trainer & Center SPOC Training & Organizational Development

Job Profile : Process & Behavioral Training & Center SPOC

The Achievements

19. Was hired for the first US Voice Process in TechM for CompuCom INC. Handled the T3 for the 3 LOB’s with

E2E Client Interaction, handled T3, creating training modules, daily reporting and feedback on Client Calls.

Supported the IT team with setting the servers, domain registration and VOIP connectivity to have the Client

Domain successfully accessible.

20. Supported Operations & Quality to monitor the Agents and keep a track of their performance on 30-60-90

day’s learning curve to ensure quality and SLA’s are met. Have daily calls monitoring for the agents and

have feedback and coaching sessions and plan a Training Plan to ensure continuous improvement.

21. With success and achievement in my Job I was appointed as the Transition Trainer for all new business

within CompuCom. Got an opportunity to Travel to Canada to transition Service Desk support for

Expedia USA. Handled E2E Transition, Training Operation for 4 months until the Process was stabilized.

22. Being SPOC of the Center was handling Center Reports, Monthly reviews, overall training Team

management and reporting. Trainers KRA’s, Attendance, gauging their monthly performance and

incentives. Monitor and keep track of their performance coaching and feedback.

23. Implemented various Process Initiatives and Process improvement plans to help achieve SLA’s and KRA’s.

Monitoring and keeping a check to ensure continuous improvement and financial gains for the Clients.

24. Being Transition Trainer successfully transitioned E2E various new businesses from Transition, Training

& Operations.

ys India Services : May, 2004 – September 2006

Designation : TEAM TRAINER - FEDEX

Job Profile : Product specific Trainer. Responsible for all program specific

new hire and update training.

Growth Path

Joined Convergys India Services as a Customer Support Officer, in the first quarter got promoted as a

Team Coach and with the help of my managerial skills became the Acting Team Leader. Later with the help

of my technical expertise and coaching skills and proficiency in product knowledge was promoted as a

TEAM TRAINER.

The Achievements

25. Promoted as Team Coach in 3 months, Seeing Process Expertise and Team Handling Skills was assigned a

Team

26. Successfully led and completed 2 CI project’s ( AHT and Quality )

27. Designed Job Aids for the New Hire Trainee.

28. Participated in client presentations and client calibrations.

The Awards;

1. Recipient of Star Agent Award for maintaining the best Quality & Language.

2. Recipient for the DMOQ Awards for maintaining the best Quality and Language.

3. Recipient of Power of Champion twice in 2006

4. Completed two CI projects successfully – awaiting Green Belt certification

S.I.T. INDUSTRIES : June, 1997 - December, 2003

Designation : Area Sales Manager – Marketing & Business Development

Job Profile : Lead a team of 4 executives and handling the western

region of Maharashtra. Planning New Business Strategies setting up targets for

the executives and help them to achieve it. Giving Product Training to New

Executive’s

Achieved the 50 lacs Target in the 1st year.

Notable Contribution :

Promoted and given charge of handling Important Corporate Clients.

BELAL EXPORTISE PVT. LTD. : July, 1995 - April, 1997

Designation : Sr. Executive - Exports.

Job Profile : Co-ordinating with all the Manufacturers & Exporters in India and the

Government organization like the D.G.F.T., The Export Promotion Councils,

etc.

Notable Contribution : Lead a team handled a consignment of Soya Bean Meal Chicken

Feed

valuing US $ 2,60,000, for 1000 MT for Jordan. Maintained the correspondence

between the Buyer and the Manufacturer till the goods reached

DAVE THOMPSON PVT. LTD. : June, 1993 - Jan, 1995

Designation : Sr. Marketing Executive.

Job Profile : Prospecting and Promoting their Yellow Pages Directory in Poona

and

booking Ads for it. Handling the Industrial and the City Area and

coordinating with the small and medium sized Corporates

Summary of qualifications

1. B.A. in English from the University of Pune - 1992 - 1995

2. System Analyst and Designer from - May 1993

Datapro Computer Limited

3. A+ Certified May 2007

4. ITIL V2 Internal Certification July 2008

5. ITIL V3 Internal Certification March 2009

Additional professional activities

1. Choreographed & Modeled for Major Fashion Shows in & around Poona. Was adjudged The Best Male Model

in a Fashion Contest held in Poona

2. Dance Co - ordinator and Choreographer for our Group - Infinity. Performed in all the Major Fashion shows.

Organized road shows for the Launch of various products viz. Kinetic Motors, JK Tyres Ltd, Pepsi Inc, Coke, etc.

Other Achievements

1. Represented a Cricket Club in an Open Tournament in Poona and was adjudged the Best All Rounder in the year

1990.

2. Participated in the open Table Tennis Tournament in Poona & reached the Semi - Finals. Won the Table Tennis

tournament held in our area.

3. Participated in the Open Chess Tournament in Poona & reached the Quarter - Finals.

4. Participated in the Open Cricket Tournament, Captained the team and led them successfully to Semi – Finals in

the year 1999.

5. Participated in Table Tennis & Chess Tournament in Convergys India Services and won the Finals in 2004 –

2005.

Extracurricular activities

1. Organized Dandiya Raas in 1992 in our area.

2. Organized Fete in 1993 in our area.

3. Organizing Chess, Table Tennis & Cricket Tournaments in our Area regularly.

4. Blood Donation Camps and Donation Drives for a NGO for Blind every year

Languages

English, Hindi, Marathi.

References

# Richa Gautam # Krishnan Parameswaran

TechMahindra LTD TechMahindra LTD

AVP Training Function Country Head,

India. Philippines.

Mobile – 00 91-999*-**-**** Mobile – 00 63-917-***-****

Karni Kumar Kiniya

HANK HART

DIRECTOR – QUALITY

PHILIPPINES

MOBILE – 00 63-915-***-****

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