Capgemini Technology Services Pvt Ltd
- Set up offshore operations for large Australian Utility client - 75 FTE's
- Expert in implementing process standardization across geographies by defining global processes and technology enhancement
- Define and Implement effective change management strategy
- Proficient in managing global transition projects covering multiple geographies and delivery centers across industries like Energy and Utilities, Manufacturing, Telecom.
Business Transformation Management
- Transformational workshops to align processes to Global Process Model (GPM)
- Improves organizational effectiveness by working with an extended team to provide process, tools, methods, operational excellence practices and training across the organization.
- Define Continuous Improvement Programs and leverage tools & applications to drive RPA
- Developed & deployed COE model to increase customer satisfaction and and drive efficiency
- Part of utilities practice network and leverage best practices to drive CI & Innovation looking at E2E Business.
- Project managed various value creation projects to the client across processes. 10+ projects delivered that includes COE, Tools Implementation etc.,
- Maintaining a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations.
- Providing effective resolution to customer queries and improving relationships with the customer by anticipating future requirements, thereby ensuring a positive customer experience.
- Actively engage with clients & account leads to bring additional growth and involved in identifying opportunities to Upsell/cross skill
- Leading team of 100+ for an large Australian Utility client
- Managing the Service Delivery for AusNet Services
- Engage in commercial discussions with the client
- Hold P&L responsibilities
- Accountable for bookings, revenue, margin, cash collection (DOR) and quality of sales funnel, focus on execution
- Has been noted as a trust worthy person from the client side and appreciated on several occasion for the significant contributions made towards transition & stabilization across all processes
- Awarded for Outstanding client service delivery award