Lean Six Control Improvement

INDERJOT AHUJA

Address: M-*/***, Amrapali Royal, Mobile: +919*********

Plot 2B, Vaibhav Khand. Email: ********.*****@*****.***

Indirapuram, Ghaziabad – 201014

Career Objective

Be a part of a reputed organization and use Lean Six Sigma methodology to achieve business goals. Also, effectively utilizing personal key strength and experience in communication, to achieve process excellence.

Core Competence & Experience

ASQ – Lean Management Trained and Certified Lean Six Sigma Black Belt Professional. Certificate by Exemplar Global (a member of ASQ family). Please click on the LINK to view the Lean Six Sigma Black Belt certificate.

A competent professional with 15+ years of experience in Multinational Organizations.

Handling overall management and quality for multiple processes in line with the pre-requisite guidelines and SLA’s

Expertise in managing various activities like streamlining quality processes, check for compliance and conducting internal audits

Punctual, Responsible, Analytical and Creative

Excellent team spirit to fit well with any professional team and make valuable contribution

Hard working with a high order of Ambition and Integrity to achieve the Goals in life

Career Highlights

TELEPERFORMANCE DIBS India Private Limited

Tenure: July 2021 till present

Teleperformance SE is an omnichannel company headquartered in France. The company provides customer acquisition, customer care, technical support, debt collection, social media, and other services around the world. Teleperformance has 330,000 employees [1] across 460 contact centers in 80 countries and serves over 170 markets.

Role: Senior Manager – Process Transformation IT Domain

Job Responsibilities

Lead and facilitate key organizational initiatives on Process transformation.

Design & Re-Design Business Processes towards Process Improvement / Transformation.

Analyze current operations to identify DMAIC project opportunities and financial benefits. Determine key drivers to meet the business objectives.

Enhance process capability from the current baseline through process improvement methodologies

Plan and execute Projects as per defined timelines to meet desired goal as a Project Lead for Key Projects and as a Mentor for YB/GB Projects, who are trained on Lean Six Sigma.

Monitoring Process ICU Metrics and provide required support to improve performance to ensure that those Key Metrics move out of ICU list.

Identify and evaluate complex business and technology risks, internal controls which mitigate risks, and related opportunities for internal control improvement.

Identify opportunities for improvement and bottlenecks through waste analysis and consistency analysis.

Conduct diagnostic studies on the key accounts identified and implement a Process excellence framework in line with the business objectives.

GENPACT India Private Limited

Tenure: August 2019 till June 2021

Role: Manager – Lean Digital Transformation BFSI

As Black Belt, supports the Business in effectively managing and improving operational performance & in driving the culture of continuous improvement.

Job Responsibilities

Identifying areas of significant Customer Business Impact and improvement opportunities therein and provide strategic direction; thought leadership

Lead and Implement business process management system for new clients

Drive and Track Quality DNA – training/testing & certification, lead any other analytics and productivity initiatives that come up

Implementing Business Process Management Systems (BPMS) for newly Transitioned processes

Coaching and Mentoring Process Owners and Team Members in DMAIC and Lean Methodologies

The role provides an opportunity to lead initiatives providing exposure to senior stakeholders -internal and external

Drive continuous improvements across teams using Lean Six Sigma Framework

AON Consulting Private Limited

Tenure: May 2018 till July 2019

Aon plc. (NYSE: AON) is a leading global professional services firm providing a broad range of risk, retirement, and health solutions. Our 50,000 colleagues in 120 countries empower results for clients by using proprietary data and analytics to deliver insights that reduce volatility and improve performance.

Role: Manager Black Belt – Business Excellence & Transformation HRO & HR Domain

The Black Belt supports the Business in effectively managing and improving operational performance & in driving the culture of continuous improvement.

High Level Responsibilities

Facilitates / Lead’s improvement projects based on Lean / Six Sigma methodology across Aon India and ABS (Aon Business Services)

Provides analytics support to Business Leaders both onshore and offshore

Drives a continuous improvement culture

Facilitates Lean Six Sigma trainings

Supports the business with Quality/Operational excellence initiatives.

Map processes to identify non-core activities and suggest alternatives and thus help remove waste

Facilitate / lead brainstorming sessions in a structured problem-solving approach to identify improvement areas, support in measuring improvements and quantification of savings

Facilitate / lead improvement projects in alignment with the business goals of stakeholders

Support transition of new processes, Map processes, create metrics, and consult the business on setup and design of Quality Assurance processes

Use Six Sigma and Lean tools as required

Facilitate / Lead projects on Quality and operational excellence using Six Sigma / Lean / Project Management methodologies.

Alight HR Solutions India (Erstwhile AON Hewitt Associates)

Tenure: August 2009 till November 2017

Role: Delivery Analyst Health & Welfare Domain

The Delivery Analyst (DA) is accountable for managing operational performance for assigned client(s). This includes meeting and exceeding contractual performance standards and defined operational measures. The DA is responsible for making sure that all ongoing work is delivered on time and with quality to plan sponsors and plan participants. The DA is accountable for identifying process improvements, developing processing guides, and for training and supporting Benefits Operations Administrators (BOAs).

Quality Management / Process Excellence

Used tools like, 5 Whys, Process mapping, Brainstorming, Fish Bone analysis, Pareto, etc. for process improvement and getting to the root cause of the problem.

Identifying improvement areas and implementing adequate measures to maximize customer satisfaction level

Have a proactive approach to look for possible gaps in processes and remove the gaps to streamline the activity.

Automate process to save costs, manual labor & errors.

Mapping business requirements and coordinating in developing and implementing processes in line with the pre-set guidelines

Undertaking responsibilities of removing unnecessary procedures in the processes; ensuring uniformity in the process, understanding the feasibility at the client’s and the organization’s functioning

Maintaining compliance with audit requirements and things which are Critical to Quality.

Enhancement of quality by way of Leanovation for the improved functioning of the process.

Ensuring control mechanisms are in place by conducting internal language/quality audits watching for any discrepancies in the reports and Customer’s data

Identifying potential production defects and submits via defect submission process, for a smooth flow of processes internally

Client Management

Execute Customer’s issue resolution and ensure proper documentation and follow-up

Ensure that clients receive full enrollment support—including annual enrollment, new hires and life events—via the Internet or Customer Service, helping to reduce manual errors and premium overpayments

Robust decision-support tools including health plan comparison charts, provider search and cost estimators gives the end Client what they need to make smart health care decisions.

Administer health Plan information (Medical, Dental, Vision, Life plans, etc.), eligibility reporting to carriers, enrollment, transactions and reporting are contained in a single source.

Enrollments, census information, premiums and more are combined in a single report format to answer all of the questions about your health plan administration

Manage inbound/outbound data quality checks.

Execute year-end processing. Monthly premium reports are sent to the Client for their cost compare

A full range of integrated communications support, including paperless enrollment makes the process simple and easy to understand for your employees

Training Support

Train team member on DMAIC and lean methodologies.

Educate them on problem solving tools like, Pareto analysis, Fishbone, 5 Whys, etc.

Train Team-members as per Client requirements of a new client.

Share feedback and give coaching as per their performance for a task.

Keeping in mind my existing knowledge, I help the new Team-members develop research & analytical skills.

I also conduct necessary training sessions for Team-Members to clear their common client related queries.

For further associate development, I have prepared presentations on Domain (Pre-Tax US) and Non-Domain (Effective Communication Skills) topics. This has helped my Client group to delivery better and efficiently.

Achievements in this role

Completed MOT- Managers of Tomorrow Certification in September 2015

In May 2014 I was awarded Gold Award

In 2013 received Client Team Value Award

In July 2012, our Client signed the Enthusiastic Client Certificate with our team

For the month of June 2012, I was awarded with Dragon Award from the onshore team to recognize my efforts

Extra Miler Award in the month of June’11

Awarded 2 Lean ovation Certificates for 2011

In July 2011, our team was awarded again with the Enthusiastic Client Certificate

Got multiple Client appreciation emails

In February 2010 our Client team received an Enthusiastic Client Certificate.

Later in Feb’10, I was appreciated for my work with Tier 2 award as well

Convergys India Services, India

Tenure: November 2005– August 2009

Role: Transaction Monitoring Evaluator, Quality Coach

Monitoring calls for the program

Support for the New Hires

Cover existing production floor

Observe external data and analyze

Provide further support to sensitive part of the program

Provide feedback and coaching

For improvement of the production teams

Special care, guidance and motivation for new entrants

Check trend patterns for enhanced coaching existing teams

Take team huddles and carry out meets

To deal with grievances and resolve them amicably

Discuss current scenarios to know real time obstacles

Calibrate and co-ordinate through conferences with the operations team and external clients

Conduct Training sessions

Orient new entrants to make them aware of what’s expected from them

Train them to achieve their anticipated performance

Training for improvement of past performance of the new entrants, and also for sensitive part of the program

Provide Training on new techniques and updates to perk up the performance

Management of Performance Data

Consistently monitor and analyze performance data for the program

Send analyzed data with comments on daily, weekly and monthly basis to superiors

Compare external and internal performance facts

Academic Background

Education

Board/University

Year

PG Diploma in

Human Resource Management

Symbiosis Centre for Distance Learning (SCDL), Pune

2006 - 2008

B. Com (Pass)

Correspondence

Delhi University, New Delhi

2003 - 2006

Diploma Course in Advertising, Public Relations & Business Administration

South Delhi Polytechnic for Women, New Delhi

2003 – 2005

Inderjot Ahuja

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