Pooja Tandon
Noida
Summary
Accomplished Global Business Operations Manager with over 14 years of experience driving strategic initiatives and operational execution. Proven track record of enhancing operational efficiency by 8% while managing global teams of approximately 100 resources. Expertise in Lean Six Sigma and strong people management skills contribute to delivering strategic outcomes and fostering high-performance teams. Committed to continuous improvement and leveraging analytical abilities to optimize business operations.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Global Business Operations Manager
Rockwell Automation
01.2024 - Current
- Oversees and utilizes enterprise-wide Global Operations resources across varied regions to deliver necessary support, achieving defined business results.
- Manages end-to-end supply chain operational processes and maps opportunities for operational excellence with approximately 90 resources across India and Poland.
- Improve the cost of operations by approximately 8% with internal capacity creation and repurposing.
- Develops comprehensive knowledge of the order-to-cash lifecycle for Rockwell.
- Drive strategic projects for manufacturing operations worth approximately $2.1 million.
- Drive process efficiency with process mining, task mining, Celonis, and Signavio, KYP.
- Adopt an operating model – standardize, globalize, optimize, and automate to highlight the overlaps and perform end-to-end process mapping.
- Globalize 88% of business operations for customer care, logistics, and sourcing.
- Generated $293k in soft savings through Robotics Process Automation implementation.
- Developed high-performing teams achieving measurable and strategic outcomes.
- Fostered continuous improvement culture and Lean Six Sigma mindset within the group.
- Created effective business plans to focus strategic decisions on long-term objectives.
Manager – Global Shared Service (Customer Care & Logistics)
Rockwell Automation
01.2022 - 01.2024
- Leads and coaches functional teams in Operations, including third-party resources, to comply with RA standard, PMO, and Operations processes and practices.
- Manages the functioning and governance of a multi-tiered hierarchy, driving organizational leadership in optimizing efficiency, speed, cost, and process ownership across RA.
- Focuses on the overall process quality of the organization and ensures the data defect is within the goal.
- Provide direction to the team in the reduction of customer efforts, and enhance productivity via process improvements; optimize the process by using various CI and Lean methodologies.
- Compliance of business processes in alignment with the Quality Management System.
- Supported revenue realization, risk mitigation, and process efficiency via Celonis process mining across order to cash, accounts payable, and logistics teams worth $2.1M value.
- Assigned tasks to associates to fit skill levels and maximize team performance.
Team Leader – Global Shared Services
Rockwell Automation
01.2020 - 01.2021
- Lead a team of approximately 50 resources, and drive process optimization for global customer care and logistics processes globally.
- Work closely with our valued stakeholders (customers, distributor partners, and country teams) to drive process optimization.
- Enable the ecosystem for potential automation.
- Drive RPA projects for the Integrated Supply Chain organization – deployed approximately 6 projects, resulting in $491k in soft savings.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Monitored team workload to prevent burnout and ensure equitable task distribution.
Senior Analyst
Rockwell Automation
01.2018 - 01.2020
- Lead transitions of processes from the regional contact center to Shared Services for customer care.
- Drive continuous improvement projects to reduce handoff, and improve process health.
- Ensure process compliance and that KPIs and SLAs are met for the processes.
- Worked on the Complaints project globally.
- Developed training materials for end users.
- Provided technical support for existing reports, dashboards or other tools.
Business Process Analyst
Rockwell Automation
01.2015 - 01.2018
- Planning, documentation, analysis, and business requirements management techniques.
- Quality, on-time delivery of agreed-upon deliverables.
- Ensure the process transition is a low-effort activity for our stakeholders.
- Improves process maturity by partnering with stakeholders and country teams.
- Tracked progress against agreed-upon goals and objectives in order to measure success of initiatives.
Customer Care Advisor – Product Quality
Adidas Group
Gurgaon
09.2013 - 06.2014
- Work with the product quality team to perform RCFA and product launch.
- Perform Adidas store quarterly audits.
- Consumer complaint handling.
- Rolled out I2R (Issue to Resolution process) for customer escalations and complaints.
- Achieve a voice of the customer rating of 4.5 out of 5.
- Drive 2 DMAIC projects under lean to improve customer experience
- Ensured compliance with company policies and procedures related to customer service.
Process Advisor
Barclays Shared Services
07.2012 - 08.2013
- Handling customer Barclaycard accounts.
- Manages customer complaints and ensures compliance and quality are adhered to.
- Promote insurance selling and Barclays products and services to premier customers.
- Consistently demonstrate high-quality service and NPI (Net Promoter Index).
- Analyzed operational data to identify bottlenecks and opportunities for improved efficiency.
Education
MBA -
IMT Ghaziabad
01-2017
Bachelor of Commerce -
Hansraj College
01-2012
Skills
- Driver, analytical, critical thinking, outcome-oriented
- People management
- Project Portfolio Management
- Lean Six Sigma – Black Belt, Green Belt certified
- JIRA, SCRUM Master
- Sourcing/Procurement, Logistics, and Customer Care
- Decision-making capacity
- Continuous Improvement and Process Optimization
- Automation – Celonis, Precisely, Robotics Process Automation (Blue Prism), Signavio, BPM
- Cost-to-serve analysis
- Driving the effective cost of operations
- Foundational Leadership Program
- Business workflows
- Infrastructure costs monitoring
Projects- Standardized Career Development
Managed an enterprise-level project that was cross-functional across the Integrated Supply Chain.
Build a framework to leverage career development tools, define skills, and robustly track development via Workday.
Deployed a skills matrix program and rolled out approximately 40 development trainings.
Observe an improvement in skills assessment by 12%.
Singapore Digitization & Transformation- Production Logistics
Facilitated and managed the cross-functional collaboration with the Global Platforms team for PI Planning for data integration for SAP and MES
Support the design of process mapping and flows for the current and future state of warehouse and logistics processes, with the implementation of AMR (Autonomous Mobile Robots)
Ensure project timelines are met, and conduct monthly readouts with strategic leadership on overall project progress
Automation of the production logistics process with the impact of the Light-off Warehouse
Autonomous materials transfer in warehouses and production
Save 51,392 KWH, contributing savings of $962,000 annually
Supporting the sub-contracting Model: Manufacturing
Supporting the manufacturing project, transitioning the plant and operational activities to a subcontract model
Facilitate the process documentation and process flows across different business units in Rockwell Automation
End-to-end execution of project management
Drive continuous improvement to reduce aged inventory worth $257k with the business
Certification
- Lean Six Sigma – Black Belt, Green Belt certified
- JIRA, SCRUM Master
- Neuro-linguistic programming
Languages
English
First Language
German
Beginner
A1
Timeline
Global Business Operations Manager
Rockwell Automation
01.2024 - Current
Manager – Global Shared Service (Customer Care & Logistics)
Rockwell Automation
01.2022 - 01.2024
Team Leader – Global Shared Services
Rockwell Automation
01.2020 - 01.2021
Senior Analyst
Rockwell Automation
01.2018 - 01.2020
Business Process Analyst
Rockwell Automation
01.2015 - 01.2018
Customer Care Advisor – Product Quality
Adidas Group
09.2013 - 06.2014
Process Advisor
Barclays Shared Services
07.2012 - 08.2013
MBA -
IMT Ghaziabad
Bachelor of Commerce -
Hansraj College
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