Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Certification
Timeline
Generic
Anwar Shaik

Anwar Shaik

Hyderabad

Summary

Proven leader with extensive experience at Genpact India Pvt Ltd, specializing in operations management and process improvement. Excelled in enhancing customer satisfaction and operational efficiency through strategic planning and cross-departmental collaboration. Recognized for team leadership and achieving significant improvements in operational KPIs.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Assistant Manager (Operations Team Lead)

Genpact India Pvt Ltd
Hyderabad
11.2021 - Current
  • Led a team of Associates & SMEs (Subject Matter Experts) responsible for almost 28 Google products in 24 different regions & languages while focusing on both individual and team performance, ensuring seamless operational support, and meeting client deliverables.
  • Served as the primary point of contact (POC) for clients and stakeholders, ensuring the timely delivery of data, analysis, insights, and root cause analysis (RCA).
  • Conducted data analysis workshops for SMEs and team leads to help them identify patterns and formulate action plans.
  • Prepared weekly, monthly, and quarterly business review reports to assess process improvement opportunities.
  • Recommended process changes and system amendments to clients for business development.
  • Led Six Sigma and Lean-based initiatives across the account to enhance customer satisfaction (CSAT), and other key performance indicators (KPIs).
  • I took the lead in managing team attrition by implementing effective strategies to retain employees and keep them engaged.

Management Trainee (Team Lead)

Genpact India Pvt Ltd
Hyderabad
12.2019 - 10.2021
  • Managing day-to-day operations with a team of 20 or more members, ensuring target achievement, and exceeding client expectations.
  • Delivering feedback and coaching agents to enhance customer interactions, process improvement, and revenue generation.
  • Assisting users with their issues and working on policy updates through data scrubbing to bridge gaps and enhance the user experience.
  • Collaborating with management and clients to refine policies for business betterment.
  • Preparing weekly, monthly, and quarterly business review reports to analyze process improvement opportunities.
  • Driving teams to meet targets, and brainstorming ideas to enhance user experience.
  • Implementing employee satisfaction and retention strategies, including R&Rs, one-on-ones, career pathing, skill enhancement, and team outings.
  • Leading Six Sigma and Lean initiatives to improve CSAT and other key performance indicators (KPIs).
  • Coaching and developing staff on new policies and procedures to ensure seamless implementation, as per client specifications.
  • Working closely with cross-functional teams to gather insights, create SOPs, and recommend process improvements.

Process Developer - Subject Matter Expert

Genpact India Pvt Ltd
Hyderabad
10.2017 - 12.2019
  • Provided expert knowledge and strategic insights to cross-functional teams, influencing key decisions and ensuring alignment with industry best practices
  • Led training and mentoring initiatives, enhancing team capabilities and facilitating knowledge transfer to improve overall performance and productivity
  • Reviewed and assessed project deliverables, ensuring quality, accuracy, and compliance with established standards and guidelines
  • Contributed to process improvements, identifying opportunities for optimization and implementing solutions that drove efficiency and reduced operational risks

Process Associate

Genpact India Pvt Ltd
Gurgaon
06.2016 - 10.2017
  • Resolved customer service inquiries within established time frames while maintaining a high level of quality assurance.
  • Created plans to propose solutions to problems.
  • Recognized by management for providing exceptional customer service.
  • Exceeded customer satisfaction by finding creative solutions to problems.

Technical support (E-Doc)

DRDO (Advanced System Labs)
Hyderabad
06.2015 - 12.2015
  • Provided technical support for electronic documentation systems, resolving technical issues and ensuring system uptime
  • Collaborated with engineering teams to identify and address technical challenges related to e-document systems

Support Engineer

Globarena Technologies Pvt Ltd
Hyderabad
01.2014 - 06.2015
  • Provided technical guidance when needed to other departments or personnel.
  • Developed and maintained detailed documentation of common issues and solutions to enhance knowledge base.
  • Maintained inventory of all equipment used by the company's staff.

Education

B.Tech - Computer Science Engineering

Royal Institute of Technology & Science
Hyderabad
04-2012

Skills

  • Team leadership
  • Process Improvement
  • Data analysis
  • Client management
  • Six Sigma
  • Root cause analysis (RCA)
  • Looker Studio (Interactive Dashboards)
  • Google Scripts and Google Internal Tools

Personal Information

  • Date of Birth: 10/22/90
  • Gender: Male
  • Nationality: India

Languages

  • English
  • Telugu
  • Hindi

Certification

  • Lean White Belt Certification - Process Improvement - (issued in 2019)
  • Six Sigma Green Belt Certification - CSAT Improvement (Issued in August 2024)

Timeline

Assistant Manager (Operations Team Lead)

Genpact India Pvt Ltd
11.2021 - Current

Management Trainee (Team Lead)

Genpact India Pvt Ltd
12.2019 - 10.2021

Process Developer - Subject Matter Expert

Genpact India Pvt Ltd
10.2017 - 12.2019

Process Associate

Genpact India Pvt Ltd
06.2016 - 10.2017

Technical support (E-Doc)

DRDO (Advanced System Labs)
06.2015 - 12.2015

Support Engineer

Globarena Technologies Pvt Ltd
01.2014 - 06.2015

B.Tech - Computer Science Engineering

Royal Institute of Technology & Science

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