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Mousheer Ahamed Syed

Manager - Asset Service Management  APJ Operations 

 Career Synopsis

Over 14 years of experience in Process Management, Operations, Client servicing in Call Centre.
Proficient in managing teams for running successful process operations & experience of developing procedures, service standards for business excellence. Efficient in maintaining smooth business relationship with clients. Experience in exploring new business streams, streamlining workflow, accelerating growth & achieving desired goals. Possess excellent interpersonal, communication and organizational skills with proven abilities in training & development, customer relationship management and planning.

Career Highlights

Feb 2011Present

Manager

Hewlett Packard
Since Manager Deriving operational improvements, monitoring service delivery compliance to budget, quality standards and Customers and/or internal business/end user requirements Manage a team of approximately 35 highly skilled and well experienced employees, who provide IT Infrastructure and application infrastructure lifecycle technical support, including planning, project management, installation, following operational policies that are compliant with industry standards(e.g. Information Technology Infrastructure Library(ITIL). Provide guidance on process improvements and recommend changes in alignment with business· Plan, direct and monitor end to end operational activities of the staff. Weekly engagement with L1 clients sharing the updates from Operations and its potential challenges, if any. Accountable for results in terms of cost, direction and people management.
Oct 2008Feb 2011

Asst Manager Ops

Wipro BPO
Asst Manager Ops F&A Various functionalities handled under Accounts Payable with Wipro BPO are listed below.

Help desk (customer Service) –Team Span – 12;

Resolve requests through via Email / telephone relating to payment status.

Process invoices from both Vendor and internal clients.   

 EDI – Reports Generated based on Electronic Data transmitted for processing are identified and validated for Errors (Hard Errors / Soft Errors) and the same are worked upon accordingly towards resolution.

Check & Banking – Any request for Stop/Void/Reissue of checks are worked upon daily basis. Periodical reports/journal entry inputs are generated to facilitate various teams in monthly recon.

 Electronic Fund Transfer (EFT) Setup – Team Span – 6;Process Electronic Fund Transfer setup for vendors to migrate from traditional paper check mode.Incorporate various changes as per vendor request, such as change in banking information.

Oct 2006May 2008

Assistant Manager-Ops

Aviva
 Assistant Manager-Ops Profile To efficiently manage a team to provide excellent customer service and meet operational goals. Maximize the performance of a CSA team through motivational leadership, acting as a point of reference and undertaking procedural overviews that optimize customer experience and ensure the delivery of business results.
Responsibilities
Lead, motivate and develop colleagues to ensure that the team's objectives and customer service standards are met /exceeded.
Ensure SLA's are met on time both in terms of Quality and Target.
Ensure Manpower requirement is in par with business requirements.
Implement/allocate targets and ensure successful delivery.
Deliver a 10/10 customer experience.
Ensure that risks are identified and managed effectively.
Mar 2005Sep 2006

Supervisor

Road Software India Pvt
Supervisor Supervisor Customer Satisfaction [email protected] Road, Chennai(Voice & Non Voice)
Handled teams which helped in trouble shooting for the customers on GPS Solutions.
Core activity-Oversee the Implementation team responsible for installation of GPS device customer Fleet at satellite locations.
Team responsibility includes scheduling field engineers for GPS installation.
Virtual trouble shooting support.
Managed Customer retention program.
Generate lead for contract renewal.
Explore and improve on areas of opportunity for the organization.
Interaction with customer and partners to ensure smooth business flow.
Ensure smooth operations with robust business controls.
Liaison with Technology, HR, and Quality
Design and Delivery of training and training modules.
Participate and Assist in Quality implementation projects.
Manage and conduct performance appraisals.
Aug 2002Feb 2005

 Ajuba Solutions - Coach - 

Customer Service Associate 
Outbound calling-B2B&B2C projects.
Market research.
Account receivables-US & UK Collections SPOC for process and Quality updates for the project.
SME on Client specifications and other software related issues for the project Compiling and maintaining critical team data viz.
Reports, quality scores, Client specific updates, attendance records, meeting schedules, MOM etc.
Coach and mentor the executives on Voice and Accent, Product knowledge and evaluate associates by conducting assessments.
Promote high productivity practices.
Escalation resolution.
Responsible for team & individual productivity and targets.
Mar 1999May 2002

Assistant Internal Auditor 

ETA Emirates Trading Agency LLC
Assistant Internal Auditor-Scrutinize vouchers, Invoices, BRS(Bank Reconciliation Statement), Documentation, Cash Verification, Amount Receivable etc.)
Auditing done in different in-house divisions:
Daily cash verification
Bullion fixing.
Scrutinize Quarterly Amount receivable
Checking of Vouchers-Cash/General
Stock verification at wholesale & retail outlets
Checking of Cash Sales of Tickets
Discounts given on Air Tickets
Verification of Physical tickets
Scrutinizing of Ledger posting.

Objective:

Seeking challenging assignments in Process Management/ operations management /Customer Service/sales and marketing with a growth oriented organization of repute; BPO/ ITES industry

Areas of Expertise

Service Level Agreement:

  • Creating Service level Agreement based on the SOW signed by the customer.
  • Formulating goals using client determined metrics based on process
  • Efficiently deliver services and ensure to exceed customer expectations.
  • Ensure team KPI is aligned with the client SLA
  • Conduct periodical assessment and audits to meet client TAT and SLAs

Process Operations:
  • Mapping client’s requirements and coordinating in developing, implementing and transitioning processes in line with the guidelines specified by the client and regional offices.
  • Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.

 

Operations Management:

  • Formulating & implementing internal reporting systems for monitoring quality & process improvement.
  • Forecasting workload and schedule meetings to complete anticipated workload within scheduled turnaround.
  • Efficiently handle and manage Resolution vs Contact ratio
  • Reduction of ACT (average call time) & ATT (Average Talk time) to enhance efficiency

Management Information System:

  • Assist and guide MIS team to prepare and design Management Information System based on client SLA's
  • Ensure daily, weekly and monthly dashboard reports are prepared to evaluate performance, productivity, utilization & efficiency of teams.
  • Oversee dashboard reports on call flow to gauge Call resolution / Active & Waiting calls / Call Abandonment / Average Call handle time etc.
  • Design Reports that cater to Leadership reviews & decision making.

Cost Management:

  • Ensure staffing as per agreed client SLA at all times
  • Creating & sustaining environment that fosters development and motivates high performance.
  • Conceptualizing & developing need based training modules for developing multi skilled work force for cross utilization within sub processes for optimum efficiency.
  • Reviewing, evaluating and updating Product training modules as needed, and communicating the changes to the client Training/Program Manager.
  • Performance Evaluation system and career development framework.

Quality Management:

  • Ensure 100% compliance with pre-set quality parameters.
  • Assure CAPA in place
  • Hands on experience on OpEx Maturity Model
  • Mentored 8 to 10 GB projects using Lean six sigma.

Client Management:

  • Understand client requirements & provide internal or sourced solutions to ensure 100% client satisfaction.
  • Understand and Internalize all client related issue and queries and handle the same effectively
  • Offer solutions and suggestions to address all business gaps

Competitive Skills

  • Profit center approach for resolving business situations.
  • Leadership and team building skills
  • People development through empowerment and goal sharing
  • Emphasis on implementing quality procedures at work.

Training/ Workshops

  • Manger Excellence & leadership Training
  • The 7 habits of Highly Effective People (Franklin Covey)
  • Managerial Essentials (IQ vs EQ)
  • Team Leader Development Program.
  • Team Leader Excellence (TLE).
  • Driving Self Excellence (DSE).
  • On Track Certification program for Managers.
  • Born to Win (Leadership skills)
  • Lean Project (Process oriented – initiated to improve Sales performance )

Rewards & Recognition  

Best Manager Award: Best Manager    Period: First Quarter 2014.
(In recognition of Leading by example through performance excellence)

Best Manager Award: Best Manager    Period: First Quarter 2013.
(In recognition of Leading by example through performance excellence)

 

Path Finder AwardBest Asst Manager   Period: July ’07 to Sep ’07.
(In recognition of Leading by example through performance excellence)

 

Star Team Award:  Best team                 Period: July ’07 to Sep ’07.
(In recognition of exceeding ‘Service’ ’Morale’ & ‘Profit’ expectations) 

Passport Details

  • Passport #: H3063382
  • Date of issues: 15/04/2009
  • Date of Expiry: 02/04/2019 
  • Place of Issue: Chennai