AFROZ D'MELLO

Career Progression

Project Lead – Global Migrations, Damco Forwarding Centre (DFC) Jan ’19 - Present

Global Migration Manager, DAMCO Operations Centre

Feb ‘15 – Dec ‘18

Governance Partner – Transformation, Operations 

May ‘11 – Feb ‘15

Assistant Manager - Business Governance (Generic GSC) 

Sep ‘10 – Apr ‘11

Key Result Areas:

• Governing the Damco centralization framework driven across frontline and DFC teams
• Driving SGNA benefits for Damco Operations and Finance through centralization of processes from frontline in the shared service centres
• Leading and coaching experienced migration and execution managers to successfully deliver centralizations and stabilise operations with a high focus on performance
• Ensuring a continuous improvement mindset focussing on improving customer experience, gross profitability and global performance targets
• Driving governance structures around headcount management through periodic trainings/broadcasts/walkthroughs
• Custodian of all incoming business in the shared service centres
• Enabler of various process mapping initiatives and value stream mapping to identify opportunities for strategy assessments

Major Contributions as Governance Partner – Transformation, Operations 

• Devised and implemented Business Continuity Plan to ensure uninterrupted and smooth business operations
• Drove transformation and continuous improvement projects within GSC through implementation of the project management framework (based on PRINCE2®) 
• Developed and governed frameworks to ensure smooth transitioning of processes from frontline teams into the GSCs
• Reviewed and concluded SLA/KPIs for the process capturing end-to-end business performance 

Major Contributions as Assistant Manager - Business Governance

• Developed and drove standard governance structures for process maintenance for Maersk Line i.e. OPS, CS, Finance and STAD
• Identified opportunities for process improvements and drove small scale projects using the MAERSK improvement framework
• Monitored adherence to the set governance standards through periodic audits
• Assessed deployed processes against the standard to identify potential areas of improvement

Overall Career Progression

Team Coach – Process & Change Management  Sep ’09 – Sep ‘10

Quality Coach – Operations  Feb ’08 – Aug ‘09

Customer Relationship Advisor – Operations  Jun ’06 – Jan ‘08         

 Major Contributions across tenure:

• Played a significant role in improvement of process and policy changes for the Contact Centre
• Led new process implementations, changes to knowledgebase and keeping a check on process adherence for Customer Services
• Maintained high level stakeholder management across organization and acted as a gateway between the UK and India teams for seamless process execution
• Executed various quality campaigns across the sites (Mumbai & Pune) to ensure adherence to the knowledgebase
• Coached multiple teams on business knowledge and communication skills to improve CSAT
• Organised various motivational & team building activities, enhancing engagement amongst teams