VINODKHER
Mobile: +91-981******* Email: adbvt7@r.postjobfree.com
LinkedIn:https://in.linkedin.com/in/vinod-kher-467b58a Skype: VK181401
ATM Support & Service Delivery Management Site Infrastructure Management Continuous Process Improvements Project & Portfolio Management Channel Management
SUMMARY
An accomplished leader professional with over 21 years of expertise in the verticals of across Service Delivery and Field Operations, Managed Services Center, Franchisee Operations, Project Management &Customer Relationship Management in Retail and Banking (PSU and Private Banks) sectors
Proven expertise in ensuring the success of the ATM managed services transition and transformation projects, along with the direct ownership and responsibility for delivery of global initiatives and projects
Proficient in focussing on the delivery of services and setting up/identify work activities and requirements in a multi-disciplinary ATM environment (Technology, Software, Monitoring, Maintenance, Cash Forecasting/Delivery, and Innovation) for the team across the country
Demonstrated excellence in owning the ATM infrastructure and innovation roadmap and manage the investment portfolio to deliver innovation with attractive ROI for TD and material enhancements to the customer experience
Deft in spearheading and continuously improving the managed service delivery model, governance and SLA framework
Skilled in leading both internal and external service delivery resources to ensure the ATM channel is meeting established service objectives and SLA’s
Profound experience in business and IT level interaction with C-suite of executives, mapping customer business value chain and process and formulating strategic solutions while ensuring delivery excellence
Expertise in steering key initiatives intended to adequately secure the ATM end to end environment
Highlights
Skills in spearheadingATM monitoring and helpdesk operations with end to end services of variousbanks to attain committed uptime on monthly basis for 10K ATMs
Steeringsite infra and EJ services; ensuring to maintain steadiness in the success rate on total portfolio of 31K ATMs
SKILL SET
Customer Relationship Management
Sales and Product Marketing
Key Account Management
Strategic Planning
Stakeholder Management
Operational Excellence
Resource Allocations
Team Building & Leadership
After-Sales Service
EDUCATION
Diploma in Electronics & Communications Engineering, J&K State Board of Technical Education, Jammu Tawi,India - 1997
COURSE
IELTS – from British Council New Delhi, India
Personal Skill Enhancement Program through Pyridion International, UK
TRAINING
ATM Hardware &Software Training conducted by NCR University at Bengaluru, India
Attended ATM Based Training related to H/W & S/W at Shanghai (China) Duration: 2 weeks
ATM Hardware &Software Training conducted by Diebold at Chennai (India) Duration: 2 weeks
Attended ATM based Training related to ATM specially designed for Indian Market with advance features at NCR Hyderabad (India)
EXPERIENCE
Dec 2013 – Present Financial Software & Systems Pvt. Ltd., Mumbai, India AVP-Managed Services Center
Key Result Areas:
Steering ATM monitoring services and helpdesk operations of various Banks to attain committed uptime on a monthly basis for 10K ATMs
Managing EJ services with a success rate of 98%; maintaining regularity in the same on total portfolio of 31K ATMs
Leading the site infrastructure of FSS deployed ATMs; managing the expenses within budget allocated by finance for the total portfolio of 10K BOT ATMs
Facilitating services as an Entrepreneur of the Managed Services Division to augment service revenues, enhance service portfolios with full profit and loss liability
Steering the field service operations (hardware and software maintenance) in line with quality parameters and working towards customer satisfaction management
Administering and ensuring ATM level profitability, transaction improvement, cost-saving measures and penalty reduction
Active engagement in the spare parts inventory management of assets deployed under BOT model
Leading a team of First Line Managers and Executives with astrength of 100+ resources
Responsible for the design, develop and enhancement of the service organization and service delivery structure that comprises achieving the optimum uptime commitment of all portfolios in accordance with service level agreements
Interfacing with internal Commercial and Finance Team to determine service portfolio pricing and offerings during the bidding process
Managing the product sales and product marketing solution architecture to receive service solutions in line with the current and future market requirements
Administering multiple projects from conceptualization and visualization to technology mapping and final execution
Chairing the review meetings to gauge the project progress in line with the schedule / budgets, and ensuring timely completion and delivery of the project to the client; providing production support of multiple applications
Administering the resource allocations and setting up communication channels across various horizons of the organization structure
Dec 2010 – Dec 2013 Hitachi Payment Services Pvt. Ltd., Mumbai, India AVP-Relationship Management
(Formerly known as Prizm Payments Pvt. Ltd.)
Key Result Areas:
Steered the daily account management tasks such as project status, deployment, running activities and others like switch migration, uptime, cash, channel management
Worked closely with all stakeholders entailing Helpdesk, Cash, Recon, Projects, Network Support and Collections team
Carried out the review of strategic account with all assigned customers regularly to evaluate the service requirements and usage trends
Carried out the rate reviews/billing disputes and credits with strategic customers upon request and determined additional requirements of the account to augment revenue per account
Prepared and forecasted service budgets and operational plans; executed cost-saving measures at client-end
Provided support to the Sales Team on technical aspects through product feedback, presale inspections, Product demos, competitor’s products comparison and technical discussions
Led the after-sales service of professional products range and oversaw service dealers/franchisee network
Spearheaded the service delivery, service audit, payment processing for partner/ customer account single-handedly
Arranged vendor meeting with third party associates to improve service level agreed with Banks
Apr 2001 – Dec 2010 NCR Corporation India (P) Ltd., Delhi, India Asst. Field Service Manager (Service Delivery)
Joined as Customer Engineer; last designated as Asst. Field Service Manager
Highlights:
Steered a team size of 20 Engineers to oversawentire Delhi Operations entailing installation and commissioning support, service delivery, liaison and project management of ATMs
Instrumental in the execution of major projects such as installation and commission of various Banks namely State Bank of India, a turnkey project of ICICI Bank, HDFC Bank and Axis Bank ATM deployment
Offered services as Technical Support Specialist for the escalated calls across the region
Involved in the SLA monitoring and management to ensure to response and resolution of problems reported
Highlight: Recipient of Best Performer Award for 2004; recognized as great performer through the 2006 WCS AP/J recognition program by Area Vice President
PRECEDING ASSIGNMENTS
May 1999 – Apr 2001
Diebold Systems India (P) Ltd., New Delhi, India
Field Service Engineer
Sep 1998 – Apr 1999
R & T Services, New Delhi, India
Field Engineer
Reference available upon request