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Manager Management

Coimbatore, Tamil Nadu, India
January 02, 2020

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M.FEROZ KHAN Phone: +**990-***-****

LinkedIn: Email: P&L Management Global Operations Management Workforce Management Global Operations Head, offered top performing solutions for the growth of Organizations and leveraged standalone expertise that positively impact success of the Organization Location Preference: India, Canada, Europe, South East Asia & UAE ǁ Professional Summary ǁǁǁǁǁǁ

A Capable, result oriented Leader (Global Head Operations & WFM) with more than 22 years’ experience in IT, ITES and Manufacturing industry, leading high-performance teams and of successfully increasing efficiency and productivity whilst reducing costs and inefficiencies. Ability to keep a level head at all times, nurture and grow a business, evaluate opportunities and risks and also deliver innovative solutions to challenges. Possessing excellent client facing & configuration skills and highly successful in helping define company direction, achieving goals and optimizing business. I bring forth a unique set of knowledge & skills, which include an in depth understanding of Business Processes, Structured Methodologies & Leadership Capabilities. Ability to learn and adapt quickly, analyze complex problems, applying technology to creatively deliver solutions within time/budget, either as part of team or individually. Extensive & Diversified experience in Service Delivery, Training & Coaching, Transaction Monitoring, Performance Consulting, Forecasting & Scheduling, Managing and Leading Programs. A Contact Centre Management SME, Advanced Statistician, Lean & Six-Sigma practitioner with a rare combination of Vision and Entrepreneurial spirit & Passionate about driving better decisions & business insights through data & statistical modeling. Have experience in handling, Banking, e- commerce, Health Care, Telecom, Collections and Retail projects including manufacturing, across Geographies, have handled all domains, which includes, Inbound, Outbound, Chat, Email, Back office and transaction processing including Ads-review

ǁ Key Skills ǁǁǁǁǁǁ

~ P&L Management ~ Transitions & Migration ~ Delivery Management

~ Contact Centre Management ~ Supplier Management ~ Cross Group Collaboration

~ Workforce Management ~ Process Enhancement ~ Stakeholder Management

~ Team Management ~ Business Analytics/MIS ~ Business Transformation ǁ Work Experience ǁǁǁǁǁǁ

Xerox Business Services (Sub-con: Collins

Harper Software India Pvt Ltd)

Current Organization

Location: Coimbatore

General Manager (Global Head Operations & WFM) Jan 2015 till Date Career Path

Senior Manager WFM – (Jan 2015 to Jan 2018) [Xerox (Client Payroll) from March’17 to Oct’17]

Deputy General Manager WFM & Operations - (Oct 2017 to Jan 2019)

General Manager (Global Head Operations & WFM) – (Jan 2019 till Date) Summary of Achievements & Responsibilities in the Organization Company had its operations in, The US & Canada. I have incorporated Collins Harper in India and established the Operations in India, Philippines and Ukraine. Incorporated the Organization in India as a Private Limited Company with offices in Coimbatore and Ahmedabad.

Initiated CCOD Road-Map, Vision & Shared Services setup in the Organization, thus enabling proactive model rather than a reactive model

Developed performance measures for each individual within WFM & Operations team Identified justification points for automating, was Responsible for implementing WF Automation Portal which displays all efficiency metrics on a Real time basis Standardized HC Management, henceforth maximized Utilization of Bench Resources, was also instrumental in designing hiring plan for the organization to ensure we have right Resources at right place and also minimize the hiring costs

Performance & Cost Optimization through Strategic Partnerships with CEO and President Optimized P&L performance, through Process & Functional Re-engineering by showcasing Business Cost Case & ROI realizations

Instrumental in supporting DE projects of removing waste elements and revenue enhancements Centre and Revenue Management

• Responsible for the P&L of the organization, Strategizing and execution, with respect to planning and deployment for all the Center’s with focus on revenue generation, bulge mix and utilization, also work on demand management and resource in-take accordingly and responsible for competency development with respect to process requirement and also focus on effective space management including seats and Labs across all the Centers. Review Revenue projections for the entire Organization and drive the Ops and Support teams in meeting the budgeted numbers in terms of revenue, Head Count and Optimize P&L performance through Optimization Benchmarking, Plan for quarter targets on net additions, recruitment, and fresher intake and plan for proactive hiring for skills in deficiency, for effective management of the organization People Management

• Handling a team of Centre Head’s located in various centers across Geographies, Coaching & counseling the team members in enhancing their knowledge & skills, thus attract, coach and develop team members

Client Management

• Plan, Deliver, Manage the client expectations, Define road map for the Client Delivery Client Billing

• Review and Ensure that the team Tracks error free and on-time delivery of Invoices and billing, until the same is raised to Clients and payment gets processed from Clients end Payroll Closures

• Review and Audit the payroll with respect to exceptions given and drive its mitigation Reporting & Automation

• Review daily reports, drive the team to ensure that, team adheres to on-time delivery of reports to internal and external stakeholders. Work closely with the automation team for building process related applications and to ensure that both Clients and internal management get business insights and as an organization we leverage our core Customers Capacity and Resource Planning

• Review Volume Forecasts, Capacity Plan with the internal teams, basis the same finalize on resources required and financials for the organization both long and short term Seat Forecasting and Allocation

• Review plans for Optimizing seat, space utilization and allocation of space with the internal team Presentation to the Clients and MD

• Review process flows and presentations for the Client to show business improvement plans, define action plans and corrective measures and taking lead with respect to all Business review’s Client Calls

• Attending Client calls along with the leadership team to understand their expectation, post that provide feedback to internal teams on process performance and suggest way forward for improvement in performance and to ensure we meet client expectations Change Management

• Derive and update any change related to the existing process through a process change document. Inform all stakeholders about the new process and ensure 100% compliance Human Resources

• Collaborate with MD & HR Head on formulation of key strategies in anticipation to HR issues and solutions also review the design and implementation of HR policies and process. Oversee, talent acquisition, Employee Engagement, career development, succession planning, retention, training, leadership development, compensation and benefit activities. Identity & Access Management

• Review IAM strategies, roadmaps, internal security guidelines and policies, work out on standards and designs in accordance with industry best practice, ensure compliance to required standards, procedures, guidelines and processes.

New Business Proposals

• Coordinate with the Business Development team for preparation and presentation for prospective Clients, reviewing on RFP’s and suggest on future course of action considering the same Audits & Process Documents

• Review standard process flows for various departments and ensure that they comply. Review the feedback shared by internal & external auditors and provide feedback to respective stake holders on quarterly basis, Review process related documents for audit, make necessary changes, if required Transition and Migration

• Participate in meetings with respect to transitional inputs, ensure that the Transition team executes within time-lines and ensure provision for smooth Migration between locations. Also engage with multiple stake holders, review all transition projects with respect to progress, change control and final transition plans.

Business Continuity and Disaster Recovery Plan

• Review and own business continuity and disaster recovery plan, which describes the set of procedures to be followed in event of disaster for certain period of time First Source Solutions Pvt Ltd - Mumbai Apr 2013 to Jan 2015 Manager Centralized WFM

• Leading a team of WFM Leads, Schedulers, Planners, MIS Executives and RTA’s, responsible for Forecasting, Scheduling, Real Time management, Reporting and MIS for 2 Centers

• Centrally managing WFM activities of 2 centers. Activities included are, monthly, weekly and daily volume and resource forecasting. Hosting calls on weekly forecast analysis, analyzing daily service delivery performance, preparing RCAs to highlight outliers to support centers and initiating corrective and preventive actions. Facilitating all WFM related ad-hoc

• Analyzing forecasting accuracies and arrival pattern and coordinating with clients frequently to procure sales projection and actual sales data in order to prepare volume forecasting factoring appropriate sales trend that results in better capacity planning to hire and manage resources

• Presenting Capacity Planning to the management and informing Recruitment Teams on hiring schedules and planning for cross functional movements based on requirements

• Coordinating with clients to lock the monthly forecast volumes

• Presenting daily, weekly and monthly service level performance to clients, show business improvements plans and defines action plans and corrective measures.

• Reviewing of Daily/Weekly/monthly performance with the WFM Leads

• Track error free and on-time delivery of Invoices and billing reports to finance team. Work closely with MIS team for delivery of operations stacks and monthly incentives.

• Handling Monthly Business Reviews and Quarterly Business Reviews with the clients Microland India Limited & SDC – Bangalore Jan 2011 to Apr 2013

(Global WFM Lead) Take care of entire WFM and Vendor Management for, across globe Hewlett Packard – Bangalore Feb 2007 to Jan 2011

Worked as an RTA, got promoted as Queue Manager leading Shift Management team Accenture Services Pvt Ltd – Bangalore Aug 2006 to Jan 2007 Was working for ISP process as a Real Time Analyst Defense Services Staff College – Wellington Jul 1997 to Aug 2006 Was working as a Capacity Manager (Civilian)

ǁ Certifications ǁǁǁǁǁǁ

Completed certifications in:

o WFM Diamond Certified

o Lateral Thinking Methods (Edward De bono)

o Six Thinking Hats (Edward De bono)

ǁ Knowledge Preview ǁǁǁǁǁǁ

• MS Project

• MS Office

• Avaya CMS

• Aspect E-WFM

• IEX Total View

• Genesys (CC-Pulse)

ǁ Training ǁǁǁǁǁǁ

Attended trainings in:

o ISO 9001:2000 Documentation in 2008

o Internal Auditor Training on ISO 14001 conducted by BVQI in 2011 o Six-Sigma Black Belt Training conducted by BMG in 2014 o General Management Programme (GMP) at First Source, Mumbai in 2014 o Master Black Belt organized by Xerox Business Services India LLP, Bangalore in 2017 ǁ Personal Details & Qualification ǁǁǁǁǁǁ

Name M Feroz Khan

Fathers Name Mohamed Ali

Year of Birth 1979

Nationality Indian

Marital Status Married

Languages Known English, Hindi, Urdu, Tamil & Kannada Qualification BBA (Periyar University)

Salem, Tamil Nadu

Passport Number L6368870

Permanent Address # 99-B Main Road,

Wellington Bazaar Post, Nilgiris

Tamil Nadu – 643 232

Current Address Malar Residency

Flat No: F1, NGGO Colony

Thudiyalur, Coimbatore 641022

Email ID/Skype ID / feroz.khan-ml Phone Number:

Cell :+91-990*******

Resi: +91-908*******

I hereby declare that all the information given above is true as far as my knowledge is concern M Feroz Khan



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