Business Excellence Manager with 11+ Yrs of Experience

S. B. SHAM KUMAR

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

Mob#099********

________________________________________

Professional Profile

Over 11.6 Years of experience in the areas of Business Operations, Transition Management, Quality Management, , Project and Process Management and Client Servicing in the service industry.

Previous role – At Unisys Global Services as Business Excellence Manager – Operations, Transitions, and Program Quality.

Distinction of being actively involved in Transition of Operations From US to India (PTC Technical Support)

Distinction of being actively involved in start up operations for various processes for Manvish InfoTech Ltd., Dell and PTC Software (India) Pvt. Ltd.

Proficient at recruiting & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.

Direct the activities of BPO management staff to ensure that center targets are met and to ensure compliance with organizational and company policies and procedures, including ISO 9000 compliance for the center.

Actively involved in working closely with the HR dept. for performance appraisals, reviews and awards recommendations, proper trainings and certification of group members.

Possess excellent interpersonal, communication and organisational skills with proven abilities in team management, customer relationship management and planning.

Certified Internal Auditor – ISO 9001-2000 by BVQI.

Certified Six Sigma Black Belt Professional.

ITIL-V3(F) - Certified

Areas of Expertise & Exposure

Operations Management

Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.

Handle priority customer issues

Conduct group meetings on a weekly basis

Interview potential job candidates

Complete quarterly and annual merit reviews

Ensure proper training and certification of group members in PTC Software

Identify group members for Excellence Award recommendations

Provide career development opportunities for group members. Promote engineers based on career path.

Forecasting workload and scheduling staff to meet anticipated workload within scheduled turnaround time thereby enhancing efficiency and meeting deadlines.

Overseeing personnel monitoring calls of the agents on the floor for technical & operational discussions with the counterparts and higher management as per quality set by the client.

Generating Reports and apprising the US counterparts for assisting them in the decision making process.

Recruiting of the middle management team for the operations team.

Coordinating on training the middle management and providing feedbacks to the senior members to bringing about improvements in the statistics and quality of processes.

Quality Management

Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations.

Setting out quality standards for various operational areas and ensuring adherence to the same.

Developing Process Parameters, Quality Evaluation & Grading System and testing techniques for call evaluation and documentation of the same.

Designing modifications for overall improvement in quality and service standards.

Team Management

Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.

Planning targets, monitoring numbers and achievement of overall targets on a daily, weekly & monthly basis in adherence to the pre-set standards.

Creating and sustaining an environment that fosters development opportunities and motivating the employees for enhancing the existing performance levels.

Career Highlights

Apr’08 - Apr’11 with Unisys Global Services, as Business Excellence Manager – Operations, Transitions, Program Quality and Business Excellence.

Responsibilities:

Responsible for overall Global Sourcing Quality and Process Management including the establishment of quality frameworks, processes, procedures, techniques and tools across the India, China and Hungary UGS Centers.

Work with each UGS center based Senior Executives, Quality and Operations Management to establish Program Governance Processes, Quality Assessments, Reviews and Checkpoints/Audits that are necessary to ensure successful delivery to our internal and external customers.

Set expectations with the UGS Center leadership in order to drive, execute and comply with the UGS Quality & Process Management Framework, Processes, Procedures, Tools and Techniques along with their associated activities and tasks.

Initiate, manage and drive Six Sigma lean initiatives to achieve specific results and objectives that pertain to increasing operational efficiencies and process standardizations.

Establishment of Standardized Quality Measurement & Management Processes/Procedures –Work with the Sr.Mgmt to define, design, implementation/deployment and drive compliance of Standardized Quality Measurement & Management Processes/Procedures for Engagements to ensure that we have strong Delivery Assurance.

Management of the Entire Quality Lifecycle – Oversee the Quality Management activities being performed by self on an engagement by engagement basis, transcending the Pre-Contract/SOW/Due Diligence to Transition Planning/Execution to Overall Steady State Delivery.

Solution, Sizing & Estimation Quality Assessment – Ensure and perform Solution, Sizing & Estimation quality assessments during Final SOW Preparation and Due Diligence in conjunction with the Senior Transition Managers & Implementation Managers.

Transition Readiness & Quality Assessments – Ensure and perform Transition Readiness and Quality assessments periodically during transition activities along with the Senior Transition Managers and Implementation Managers for the various Service Functions that are to be delivered.

Service Quality Management – Ensure and analyze the high level SLA performance during steady state. Watch out for signs of potential failure or weaknesses that could result in a drop in SLA and Customer Commitments/Satisfaction and appropriately raising attention to Senior Management.

Remediation –Initiate any necessary remediation or corrective actions with the operations teams. Also, work with the Sr.Management to perform subsequent assessments to determine the effectiveness of the implementation of these actions.

Transformation - Perform Transformation Quality assessments periodically during transformation projects along with the Senior Transformation Managers and Implementation Managers for the various Service Functions that are to be delivered.

Effectively monitor and assess customer expectations, in conjunction with the Global Account Delivery Management and effectively manage quality tasks/activities to ensure that those expectations are met.

Ensure the assessment of solution designs in order to ensure service levels and contractual obligations can be actively monitored and tracked within the appropriate tools for each account.

Ensure that quality assessment activities and tasks are being performed in order to assure all deliverables are fully met whether in Transition or in Steady State Operations.

Oversee the management of a Customer Engagement dashboard that includes Quality and Status Summaries on a monthly basis

Develop and improve team effectiveness to achieve "Quality Excellence" based upon customer satisfaction and lessons learned.

Aug’03 –Apr’08 with PTC Software (India) Pvt. Ltd., as Section Manager – Operations/Quality

Notable Contributions

Hiring, mentoring and motivating a group of Sr. Technical support engineers, Technical engineers and Associate Technical engineers for the MCAD Group India Operations.

Actively involved in with the management team of PTC World wide to manage the training requirements and adhere to the ISO 9001 requirements.

Direct the activities of call center management staff to ensure that call center metrics targets are met and to ensure compliance with organizational and company policies and procedures, including ISO9000 compliance in call center.

A certified Internal Auditor – ISO 9001-2000 by BVQI and worked closely in the quarterly and annual audits of PTC and report to Quality Manager- PTC-US.

Ensuring report non-conformities or proposals to improve technical support quality system and take part in the Internal Audits for PTC (Global).

Establish and maintain PTC Customer Service presence in region through recruiting, hiring, and training staff of Customer Service Engineers

Collaborate with other departments, as necessary, to expedite the resolution of customer problems

Handle Escalations and talk to Customers and sort of the issues by co-coordinating with the US -Counterparts

Actively participated in the orientation Program to kick-start the Tech Support Dept. in India with the team at the US Corporate Office (Boston-Needham).

Aug’01 –Aug’03 with Dell International Services as Team Leader (US CTS).

Notable Contributions

Accountable for leading the inbound & outbound hardware troubleshooting of desktop computers services through a group of Technical support specialists to client’s in USA.

Received the DELL CE-GOLD for heading the best team in DIS consistently for 3 Quarters.

Part of Green Belt Project to enhance one of the parameters like

o FTR (First Time Resolution) & Average Call Handling time for improving the client satisfaction.

May’00- Jul’01 with Manvish InfoTech Ltd., as Team Leader

Notable Contributions

Team Leader – Content Development Team

Lead the quality assurance of content development of various Electronic components with a team of 7 to 58 engineers.

Dealt closely with clients for handling the doubts in the process clear the final output for the key customer Aspect India Limited. (I2 Technology)

(Sept’99 –Apr’00) Commenced career with Indian Institute of Science, as Software Developer/Network Engineer.

IT Skills

Operating System : DOS, Windows – 95 / 98 / 2000 / Win-NT/Win-XP

UNIX / LINUX

Languages : JAVA & Advanced JAVA, C, C++, Pascal, FORTRAN, COBOL, Basic

Office Applications : MS Office, Dbase, Lotus 123, Sybase, WordStar

Academic Credentials

B. E. (Electronics & Communication) from Sir. M. Visveswarayya Institute of Technology, 1999.

Curriculum: Electrical Sciences, Computer Programming, VLSI, Electrical Circuits, Indl. Electronics DSP, Analog Communication, DIC and Microwaves & Radars.

P.U.C from PES College, Bangalore, 1995.

Completed One Year Course at NIIT

Key Project Handled: Data Communications using Embedded Systems for 5 months

Personal Details

Contact Address : #11/1,2nd Cross, S.P.Extn., Malleswaram, Bangalore – 560003

Phone : 990-***-****

Date of Birth : 29th July, 1977

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