Abhishek Kumar Singh

(Lean, Six Sigma Black Belt Certified, ISO 9001:2008 ISO/IEC 27001:2005 and ITIL V3)

Mobile: +91-886******* E Mail: acpuv6@r.postjobfree.com

Accomplished Business Professional with 10+ years of strong Managerial experience in ITES sector possessing Excellent Customer Centric

Approach, seeking Management Position in Quality where my experience, skills and work ethics can impact organization’s growth significantly.

CORE COMPETENCIES

10+ years experience with proven track record of Operational Leadership, Continual Improvement though Six Sigma Methodology,

Imparting Six Sigma Trainings, QMS ISO 9001:2008, ISMS ISO 27001:2005, New Business Development, Managing cross functional

teams and Client Management coupled with excellent People Management skills in BPO/Contact Centre BFS & Insurance domains, in

the verticals of back end and Transaction processing, Escalations team, Customer services, Email support, Voice Support, Inbound

customer services, Claims Processing

LEAN Six Sigma Black Belt certified, ISO 9001:2008, 27001:2005 trained from AIG, Noida with a flair for identifying projects, adopting

and executing appropriate measures to achieve organizational objectives

Deals with most problems independently and has some latitude to solve complex problems.

Applies project management skills.

Requires attention to detail when making judgments based on the analysis of factual information.

Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information.

Sucsessfully able to exchange information in a concise and logical way as well as be sensitive to audience diversity.

Strong command on Statistical tools like Minitab,, Excel, Power Point, Microsoft Project, and Visio

Sharp analytical & problem solving ability

Proficient in Windows and MS Office applications

OCCUPATIONAL CONTOUR

WNS Global Services: June 2013 – Till Date – Group Manager (Sr.Manager) (Business Excellence)

Conducting Business & PE reviews on monthly basis

Driving PE initiatives across BFS R&A space like Visual Display, AGILE Wall, Statistical Capacity modelling, Deployment of FMEA

across horizontal, Business Impact Projects etc.

Review “Brainwave” & ”Fusion” ideas submitted through portal and provide feedback, Approve/Reject

Monitor and Mentor Six Sigma Projects (WB, GB, BB, Kaizen)

Conduct panel review for completed Lean Six Sigma projects

Develops “To–Be” processes, documents Process Maps (VSMs, SIPOC etc), Identifies policy gaps and suggest opportunities for

improvement.

1

Independently analyzes key data elements supporting individual Projects or Programs; captures data through Interviews,

Management Reports, Time and Motion studies, Benchmarking, etc. and present findings/improvement opportunities to Senior

Leadership.

Organise and participate in Kaizen workshops, guide the project teams on doing Root Cause Analysis and identify Action Plan to

eliminate Root Causes to solve various Business and Process issues and achieve Project/ Program Objectives.

Limited but direct impact on the Business through the quality of the tasks/services provided.

Monitoring and controlling VOC roll out and closure

Improve organization level Quality DNA through conducting/ Assisting in Lean Six Sigma Training as required.

Supportes the migrations team with the Discovery Questionnaire, Data Collection Plan, Base lining exercise, TNM Study, Process

Maps, FTE Validation and FMEAs.

Demonstrated strong capabilities in implementing change management.

PlanetComnet Technologies Ltd: Nov 2010 – Jun 2013 –Manager (Business Excellence)

Support re engineering team members as needed to execute large scale Lean Programs and Projects within APAC.

Partners with clients to provide analysis on such Projects and Programs providing planning, execution and analytical support as

needed.

Develops “To–Be” processes, documents Process Maps (VSMs, SIPOC etc), Identifies policy gaps and suggest opportunities for

improvement.

Independently analyzes key data elements supporting individual Projects or Programs; captures data through Interviews,

Management Reports, Time and Motion studies, Benchmarking, etc. and present findings to Senior Leadership.

Organise and participate in Kaizen workshops, guide the project teams on doing Root Cause Analysis and identify Action Plan to

eliminate Root Causes to solve various Business and Process issues and achieve Project/ Program Objectives.

Limited but direct impact on the Business through the quality of the tasks/services provided.

Provided Project Reporting as appropriate.

Conduct/ Assist in Lean Six Sigma Training as required.

Supported the migrations team with the Discovery Questionnaire, Data Collection Plan, Base lining exercise, TNM Study, Process

Maps, FTE Validation and FMEAs.

Demonstrated strong capabilities in implementing change management.

Communicate and collaborate with internal stakeholders and customers (both at onsite and off shore) to understand their pain areas

working to apply their insights to challenge and modify current approaches/ways of doing things.

IBM, gurgaon: Aug 2005 to Nov 2010 – Quality leader

Key Result Areas and Achievements:

Operational and Service Delivery Leadership

Identify key result areas (KRAs) within the Service lines/functions, where process improvement initiatives need to be run

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Align themselves to the KRAs for Service lines/functions through process improvement projects (BB/GB/Others) and be responsible

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for the timely closure of the projects within the agreed internal SLAs

Train the Service line resources, as per the roadmap in the concepts applicable to the initiatives (like DMAIC, LEAN, BPMS, etc)

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Mentor the project team in executing the identified projects

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Help the project team analyze and present the process data to take key business decisions

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Facilitate meetings, reviews and project toll gates

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2

In consultation with Finance and/or functional leadership, assess and report out the tangible benefits from the initiatives/projects

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Conduct initiatives such as Quality clinics, which are interactive sessions on usage of basic quality tools

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Work closely with the sponsors and champions from the function to help identify, manage, review and close key projects/initiatives

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Relationship building and managing C Sat

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Timely reporting on the health of PE initiatives to the functional leadership

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Managing change, specific to the quality initiatives

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Effectively managing the project teams

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Training and mentoring of project resources

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Managing conflicts and escalations, specific to the quality initiatives

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Participating in the organization wide people initiatives

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ISO 9001 and 27001 Implementer Certified:

QMS set for migrated process

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Documentation was done based on customer requirement

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MOM format drafted to ensure ISO requirements

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Internal audit procedure established to ensure ISMS (Information Security Management System)

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Access Registers made to ensure ISRA (Information Security Risk Assessment) is done with no delays

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Taken help from FMEA for information risk identification

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Actively participant in business requirement Vs Access campaign

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Migration of Process:

Migrated two processes one in consumer statement business for Credit Cards Statements

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Second Under Home Loans and Mortgage Audits process

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Documentations (SOW Statement of Work, BPM –Business process Management ) Hiring of recourses and system testing was

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handled

Formulating of Targets based on the data provided (DCP Data collection plan)

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End to end process ramp up

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Completed reverse migration

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Team Management & Development

Led a team of 15 auditors (covering 100 FTEs) and developed proper team structure and back–up mechanism for smooth running of

business.

Identified development opportunities among team members and facilitated applicable skill trainings to ensure professional growth.

Appraised each direct report and created development plans for effective career planning.

Identified development area from feedback mechanism. Formulated and implemented rewards and recognition policies for employees

across the business leading to greater employee satisfaction

Maintained the team ESAT score above 8 throughout

Effective Retention Management

Finedge India Pvt Ltd: 2004 to 2005 – Process Associate (Inbound Technical Support – Vodafone)

Provided inbound technical support in India region for vodafone

Assisted the team in taking calls and problem solving

Generated EOD reports and kept database updated.

PROJECT’S SYSNOPSIS

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Black Belt

Project “Y” : Transport Cost Optimization Project

1.

AIM : To reduce transport cost to less than INR 4800 per FTE per month

Status : Closed

Methodology : DMAIC

Performed At : RSystems

Project “Y” : Improvement of quality score

2.

AIM : To improve the process SLA’s / raise the current standard

Status : Closed

Methodology : DMAIC

Performed At : IBM

Project “Y” : Reducing the numbers of truck roll booking from the contact center

3.

AIM : To reduce invalid truck roll booking from 35% to 10%

Status : Closed

Methodology : DMAIC

Performed At : Rsystems

Green Belt

Project “Y” : Reducing Ramp Up time in Audit Ops

1.

Cost Savings : $40,000

AIM : To reduce ramp up time from 6 month to 3 month for new auditors

Status : Closed

Methodology : DMAIC

Performed At : IBM

Project “Y” : Automation of Reporting

2.

AIM : To automate the report generation

Status : Closed

Methodology : LEAN

Performed At : IBM

Project “Y” : FCR

3.

AIM : To improve First Call Rsolution of contact center

Status : Closed

Methodology : DMAIC

Performed At : RSystems

Lean

Project “Y” : Reduce Training time

1.

AIM : To onboard associate earlier than mentioned in SOW

Status : Closed

Methodology : Lean

Performed At : IBM

Project “Y” : Go Green

2.

AIM : Reduce papers in performing transaction

Status : Closed

Methodology : Lean

Performed At : IBM

EDUCATIONAL CREDENTIALS

Bachelors in Science (Regular) from Lucknow University, 1999

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Diploma on computer (DIC)

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