Hi, I’m
Ankit Saksena
Quality Management & Process Excellence
New Delhi
Summary
Versatile Senior Manager specializing in Process Excellence and Quality Management, skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
years of professional experience
1
year of post-secondary education
3
Certifications
Work History
STANDARD CHARTERED RESEARCH AND TECHNOLOGY INDIA PRIVATE LIMITED [Solv], Delhi
Senior Manager Process Excellence
12.2022 - Current
Job overview
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Created employee schedules to align coverage with forecasted demands.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Responded rapidly to market shifts to make changes to corporate processes.
- Evaluated impact of process change on overall operation and determined return on investment.
- Identified plans and resources required to meet project goals and objectives.
- Evaluated hiring, firing, and promotions requests.
- Managed internal and external client-facing relationships through transitional periods.
- Met project deadlines without sacrificing build quality or workplace safety.
- Developed solutions to address complex issues and operational gaps.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Detected workforce collaboration use cases and problems from employees and business partners through interviews, focus groups and surveys.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Partnered with business teams to understand needs and mitigate potential problems.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Built support for change throughout business unit through direct outreach strategies.
- Developed and initiated projects, managed costs, and monitored performance.
- Designed processes and systems supporting business needs before, during and after transitions.
- Carried out and developed social media, e-blast and public relations campaigns.
- Identified impacted parties, business partners and resources required for planned changes.
- Consolidated vendors and renegotiated contracts to optimize costs.
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Created methods to integrate functions, optimize processes and prepare staff through proactive training.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Led teams of analysts to evaluate, plan and execute projects.
- Recommended and implemented successful strategies to maximize revenue.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
- Evaluated current processes to develop improvement plans.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Gathered, documented, and modeled data to assess business trends.
- Analyzed steps of activities to discern existence of business processes for formalization.
- Recommended Customer Service & Logistics operational improvements based on tracking and analysis of customer feedback data.
- Achieved cultural shifts and process change through tenacious determination and interpersonal skills.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Conducted focus groups, surveys and feedback sessions to gather input from stakeholders.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Listened to customers in actively to assess issues and provide accurate information.
- Created and optimized records management strategies to coordinate and protect information.
- Analyzed customer feedback and generated reports to identify trends and opportunities for improvement.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
- Collaborated with cross-functional teams to provide timely and accurate responses to customer inquiries.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Assisted customers with product selection and troubleshooting, providing accurate information and guidance to foster satisfaction.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Reported on supply chain KPIs to verify compliance with established standards.
- Drove cost reduction efforts for supply chain AOP to meet annual operations targets.
- Identified, selected, and maintained logistic suppliers and achieved optimum costs and service qualities.
- Suggested improvements to cut costs and improve supply chain process, incorporating asset utilization, performance measurement and outsourcing approaches.
- Planned, designed, and scheduled phases for large projects.
STANDARD CHARTERED RESEARCH AND TECHNOLOGY INDIA PRIVATE LIMITED [Solv], New Delhi
Manager Process Excellence
02.2022 - 12.2022
Job overview
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Developed detailed plans based on broad guidance and direction.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Established team priorities, maintained schedules and monitored performance.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Managed senior-level personnel working in marketing and sales capacities.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Defined clear targets and objectives and communicated to other team members.
- Launched quality assurance practices for each phase of development
- Produced quality standards, checklists, report templates, and processes.
- Met with manager weekly to provide detailed project report and milestone updates.
- Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
- Planned, executed, and controlled assigned projects, ensuring work performed complied with contractual requirements.
- Reduced risk and coordinated project specifications to meet safety and federal compliance.
- Analyzed financial reporting systems and project schedules to proactively address potential problems.
- Recruited, hired and supervised resources to staff project team.
- Set up and managed team meetings.
- Provided ongoing cost and estimate analysis reporting and managed cost allocation.
- Updated customers and senior leaders on progress and roadblocks.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Verified quality of deliverables and conformance to specifications before submitting to clients.
- Analyzed project performance data to identify areas of improvement.
- Reported regularly to managers on project budget, progress and technical problems.
- Recruited and oversaw personnel to achieve performance and quality targets.
- Facilitated workshops to collect project requirements and user feedback.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Maintained open communication by presenting regular updates on project status to customers.
Parekh Integrated Services Private Limited, New Delhi
Assistant Manager - Quality Assurance
02.2019 - 01.2022
Job overview
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Created employee schedules to align coverage with forecasted demands.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Formulate and manage the development and implementation of goals, objectives, policies, procedures, and systems pertaining to the quality control and warehousing operational functions.
- Conducting Internal Audit for the company. Responsible for the cold chain box validation, temperature monitoring (Static & Dynamic) system.
- Facing external global audits independently. Implement, communicate and maintain a quality plan to bring the company's Quality Systems and policies into compliance with quality system requirement.
- Responsible for documentation and implementation related to ISO 9001:2015 and ISO 13485:2016 Quality Management system standards along with cGMP and GDP guidelines.
- Responsible for maintaining the Company's internal quality audit program and assess improvement initiatives resulting from all Quality Audits - Internal and External.
- Responsible for training of all company personnel in the requirements, documentation and maintenance of the Quality System. Responsible for providing technical support to all site QA's while handling Change controls, deviations, CAPA.
- Able to identify risk involved in the process Oversee, motivate, mentor and evaluate Quality Department's employees performance.
- Handling client relationship with multi-locational principal company.
- Handling day-to-day operational issues.
- Designing a robust MIS to ensure effective monthly reporting, highlighting of areas of concerns, conducting variance analysis to difference between projected and actual results and implementing corrective actions.
Huawei Telecommunications India Private Limited, Mumbai
Senior Executive Quality Assurance
11.2017 - 02.2019
Job overview
- Monitored staff organization and suggested improvements to daily functionality.
- Reported production malfunctions to managers and production supervisors.
- Recorded, analyzed, and distributed statistical information.
- Inspected products and worker progress throughout production.
- Manage implementation of goals, objectives, policies, procedures, and systems pertaining to the quality control.
- Implement, communicate, and maintain a quality plan to bring the company's quality.
- Monitor activities to ensure compliance with core quality measures.
- Resolving operations query related to quality and documentation.
- Conducting internal audits on timely basis and follow for NC's closure.
- Assist to establish effective warehouse logistics work instructions, procedures and operations standards applicable in warehouse.
- Manage all 3 PL & Warehouse operations.
- Push all stake holders to fulfill warehousing management (such as inventory accuracy) according to warehousing standards.
- Monitor warehouse logistics operations at supply centers (including manpower, space, equipments and inventory etc.) and lower down operations costs under the precondition of delivery assurance.
- Assist to analyze IT system data exchange logic, and complete system linkage and data quality monitoring.
- Assist to drive local procurement, return of slow-moving materials, local scrap etc. to improve space turnover rate and lower operations costs.
- Lead, direct and manage a logistics operation to ensure that the staff executes on delivering consistent high quality level service and customer satisfaction, and achieves a cost efficient operations in compliance with company policies and procedures.
- Achieve Operations KPI's through superior customer service, effective and prompt communications and follow-up on all customer matters.
- Utilize effective communication & negotiation skills, employing diplomacy and sensitivity to resolve critical & escalated issues affecting the customer, staff or management.
- Responsible for handling deviations, incidences and change control.
- Responsible for providing technical support to all site QA's while handling change controls, deviations, CAPA.
- Responsible for responding to various regulatory and customer query.
- Responsible to review critical process parameters and challenge studies to support processes in place.
Parekh Integrated Services Private Limited, Mumbai
Sr. Executive Quality and Warehouse Operations
04.2015 - 10.2017
Job overview
- Enabled revenue generation by pursuing partnerships, sourcing funding, and capitalizing on market opportunities.
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
- Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
- Streamlined operations to maximize business efficiency and profits.
- Manage implementation of goals, objectives, policies, procedures, and systems pertaining to the quality control.
- Resolving operations query related to quality and documentation.
- Assist to establish effective warehouse logistics work instructions, procedures and operations standards applicable in warehouse.
- Responsible for implementation of documentation related to QMS Act as a primary contact to principal customers and ensure all CAPA's shall get implemented.
- Daily walk around in assigned operations warehouse, identify gaps and close the same.
- Ensure all NC should be recorded in log and action taken on the same.
- Conduct regular training's to ensure no deviation and awareness among team.
- Monitoring stock movements across the zone. Day to day inventory planning, Stock Register maintenance.
- Established competitive transport facility - destination wise, specifically for west India.
- Physical Vs Book Stock Reconciliation on Daily/Weekly/Monthly basis.
- Weekly Stock reconciliation. Responsible for Defective Management, Inventory Planning (Making available of material as per Branches RSP), MIS Report, Periodical Stock / 5S Audit in the warehouse, Continuous innovation of Cost in transportation.
- Liquidation of defective stock.
- Providing special services like labeling and knitting for some specific customers.
- Handling the logistic functions and negotiating with transporters for cost effective transport solutions and clearances .
Reliance Retail Limited, Indore
Delivery Manager Kirana
03.2014 - 03.2015
Job overview
- Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
- Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms.
- Supervised delivery staff and general productivity.
- Planned delivery routes according to traffic, weather and types of delivery.
- Ensure process Compliance.
- Make delivery function work as per the standards & in defined time lines.
- Train, motivate & retain the team for continual delivery with high standards.
- Make sure that plan vs. Actual resources are available on the ground
- Ensure that we should be courteous but assertive with customers.
- Liaison with sales team and address their concerns.
- Address all customer concerns received if any & monitor the same personally Visit market at least once a week with KAM.
- Capacity planning & anticipate the challenges Operational planning and facilitate the load balancing.
- Facilitate the transport planning & maintain the relationship with vendors.
- Monitor In stock level and facilitate Replenishment.
- Daily Briefing to team.
- Monitor the Monthly target vs. Actual & facilitate the sales process.
- Meeting with all stake holders i.e. Store Manager / Buyer/ KAM.
- Achieving the delivery target of D+2 Conduct trainings for different roles.
- Working closely with SLP for preventing losses Ensure perfect cleanliness /Hygiene in Kirana Area always.
- Process Compliance
Future Supply Chain Solutions Limited, Nagpur
Senior Executive Express Business
08.2012 - 03.2014
Job overview
- Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
- Enabled revenue generation by pursuing partnerships, sourcing funding, and capitalizing on market opportunities.
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
- Responsible for the planning and coordination of enterprise-wide logistics management.
- Creating strategic plans for carrier contract negotiations, shipment order handling, transportation network modeling, cargo and freight planning, transportation analysis, and order execution and monitoring.
- Ensure that strategies are executed in the areas of a logistical network. They communicate company objectives and goals to line managers and key personnel in areas, divisions or functions under the logistical structure.
- Manage day-to-day operations of the pre-receiving, receiving and put away processes for optimal operational efficiency of the processes.
- Manage the pre-receiving process effectively as per the standard operating procedures laid down by the company.
- Manage coordination with the vendors; obtain Advance Shipment Notices (ASN#s) for timely scheduling of the Carriers for the receiving of merchandise.
- Ensure merchandise received is as per the ASN and Purchase orders in terms of quality and quantity.
- Ensure the unloading operations are carried out in an efficient manner in order and as per the process.
- Ensure that Ware House Management Systems (WMS) is updated for received and put away operations.
- Ensure loss prevention in handling in the inbound process.
- Prepare resource plans in terms of manpower, equipments, supplies etc for effective Operations of the processes.
- Manage put away operations in an efficient manner and as per the laid down processes so as to achieve the efficient movement of merchandise from the receiving docks to storage location and forward pick area while ensuring the quick traceability of merchandise for picking operations.
- Direct and manage the operations of the Picking processes in an efficient way and as per the SOPs to ensure quick Order processing so as to meet the delivery schedules.
- Ensure all the inventory movement details are maintained accurately in WMS and master files are updated at EOD.
Safexpress Private Limited, Indore
Key Account Coordinator
05.2006 - 07.2012
Job overview
- Improved account management by predicting potential competitive threats and outlining proactive solutions.
- Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.
- Developed and delivered presentations to key customers to position products and services.
- Developed thorough understanding of key clients' needs and requirements to prepare customized solutions.
- Monitoring the quality, quantity, cost and efficiency of the movement and storage of goods.
- Coordinating and controlling the order cycle and associated information systems.
- Analyzing data to monitor performance and plan improvements and demand.
- Allocating and managing staff resources according to changing needs.
- Liaising and negotiating with customers and suppliers.
- Developing business by gaining new contracts, analyzing logistical problems and producing new solutions.
- Implementing health and safety procedures.
- Managing staff training issues.
- Motivating other members of the team.
- Project management.
- Setting objectives.
Education
S K College , Patna, India
Bachelor of Science from Chemistry
07.2003 - 2006.05
S S V C , Chandrapur, Maharastra
High School Diploma
07.2002 - 2003.04
Secondary School Certificate , Chandrapur, Maharastra
Some College (No Degree)
07.2000 - 01.2001
Skills
Logistics support services
Certification
Certified Internal Auditor for ISO 9001:2015 by BSI
Accomplishments
- Achieved 20% RTO in Apr 2023 versus 35% RTO in Dec 2022 by complete process review & actions implemented with accuracy and efficiency.
- Collaborated with team of 50 in the development of RTO Reduction.
- Resolved product issue through consumer testing.
- Supervised team of 15 staff members.
Additional Information
- Proficient with Microsoft Office applications and statistical tools (Outlook, Word, Minitab, PowerPoint, and Excel)
- Strong analytical skills with experience applying statistical analysis for business improvement.
- Excellent written and verbal communication, presentation, and interpersonal skills with front-line associates, team members, management, and executives.
- Experience in application of lean six sigma in Warehousing operations, Quality Systems. Experience in application of DMAIC & lean tools.
- Five to seven years of relevant work experience with 1-2 years managing cross-functional teams
Career Highlights
Strategy Planning
- Managing complete customer service operations with accountability of better services, timely co-ordination with the customers and thereby minimizing complaints.
- Ensuring optimum receivable management by instituting strict credit control measures thereby reducing the incidence of bad debts.
- Formulating and evaluating strategies to provide better after sales services to the customers, thereby retaining the clients and escalate business volumes.
- Successfully Implemented ISO 9001:2015 & ISO 13485:2016 at various locations across India.
Supply Chain Management
- Streamlining the entire operation of logistics, providing MIS support, keeping a tab on inventory control.
- Initiating & planning the flow of raw materials required for running the operations.
- Managing the pre-receiving, receiving and put away processes for optimal operational efficiency
- Direct & manage the operations of Picking processes as per the SOP to ensure quick order processing
- Coordinating front line / back end customer service by interacting with clients & coordinating with concerned departments for problem resolution.
Quality Assurance
- Implementation of Quality Management Systems as per standards.
- Provide support for developing and directing Quality improvement initiatives for all processes and services. Report to management on the performance of Quality Systems any Non- compliance issues and recommended actions.
- Handling client relationship with multi-locational principal company.
Timeline
Senior Manager Process Excellence
STANDARD CHARTERED RESEARCH AND TECHNOLOGY INDIA PRIVATE LIMITED [Solv]
12.2022 - Current
Manager Process Excellence
STANDARD CHARTERED RESEARCH AND TECHNOLOGY INDIA PRIVATE LIMITED [Solv]
02.2022 - 12.2022
Certified Six Sigma Green Belt by Benchmark Six Sigma who is Accredited training Provider of Exemplar Global (previously RABQSA), a member of ASQ family. Exemplar Global provides global recognition for Green Belt, Black Belt and Master Black Belt programs.
06-2021
Assistant Manager - Quality Assurance
Parekh Integrated Services Private Limited
02.2019 - 01.2022
Senior Executive Quality Assurance
Huawei Telecommunications India Private Limited
11.2017 - 02.2019
Certified Internal Auditor for ISO 13485:2016 by BSI
10-2016
Certified Internal Auditor for ISO 9001:2015 by BSI
11-2015
Sr. Executive Quality and Warehouse Operations
Parekh Integrated Services Private Limited
04.2015 - 10.2017
Delivery Manager Kirana
Reliance Retail Limited
03.2014 - 03.2015
Senior Executive Express Business
Future Supply Chain Solutions Limited
08.2012 - 03.2014
Key Account Coordinator
Safexpress Private Limited
05.2006 - 07.2012
S K College
Bachelor of Science from Chemistry
07.2003 - 2006.05
S S V C
High School Diploma
07.2002 - 2003.04
Secondary School Certificate
Some College (No Degree)
07.2000 - 01.2001
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