Asif Ebrahim
Mumbai
Summary
Versatile leader recognized for driving results in collaborative, inclusive manner. High-achieving AVP with demonstrated skills in integrating operational strategies. Accomplished professional with over 20 years of experience .A Six Sigma Belt Certified operations leader . Skilled in strategic planning, budgeting, workforce management, and delivering significant P&L impacts. with several years of results-oriented experience in business intelligence and operations management. Culturally-sensitive and ethical professional with demonstrated success in developing and implementing optimized solutions.
Skillfully manage KPIs and internal controls to monitor operational trends and devise forward-thinking solutions. Results-focused, flexible and resilient in resolving issues
Overview
26
26
years of professional experience
1
1
Certification
Work History
AVP OPERATIONS
Ketto Online Ventures
MUMBAI
02.2021 - Current
- Implemented data-driven strategies to identify areas of improvement, leading to enhanced operational efficiency.
- Spearheaded process improvements that led to reduced turnaround times and increased output quality in high-pressure environments.
- Enhanced customer satisfaction by improving communication channels and addressing client concerns promptly.
- Facilitated interdepartmental coordination efforts to streamline operations, achieve common objectives, and optimize overall performance levels.
- Orchestrated a successful fundraising campaign, leading a team to achieve a 30% increase in donations within the first quarter of tenure.
- Developed and implemented a comprehensive marketing strategy, resulting in a 20% growth in donor base over a span of 6 months.
- Streamlined operational processes, resulting in a 15% reduction in overhead costs within the first year of employment.
Director of Business Operations APAC
Alphanumeric Systems
Mumbai
09.2021 - 01.2023
- Oversight of client relationships, project management, and day-to-day operations for JNJ Covid vaccine operations, ensuring adherence to corporate policies and SOPs while meeting financial budgets and driving cost-efficiency
- Directing workforce management and optimizing resource utilization through meticulous monitoring of operational workflows, process optimization, and development of SOPs and process workflows to enhance productivity and meet KPIs.
- Championed process improvement initiatives that led to significant cost reductions and improved service quality for customers.
- Spearheaded the development of strategic partnerships, resulting in increased market reach and revenue growth.
- Managed cross-functional teams to ensure timely completion of projects and alignment with company objectives.
- Optimized supply chain operations by identifying inefficiencies, implementing improvements, and reducing lead times on critical deliverables.
- Developed and implemented strategies to improve operational efficiency, reduce costs, and increase profitability.
Head of Operations
Teleradilogy Services ltd
Bangalore
02.2020 - 09.2021
- Directing client relationships, project management, and P&L management
- Ensuring streamlined processes and adherence to corporate policies
- Monitoring business metrics for high-quality customer experience
- Facilitating talent management, succession planning, and risk management
- Leading transformation deals and creating new revenue streams
- Building audit mechanisms to maintain quality targets
- Preparing MIS reports for critical decision-making.
Regional Head Customer Service Operations
Lazada Ecommerce
Manila
08.2018 - 02.2020
- Strategized and planned comprehensive sales process management, forecasting, pricing, key account management, expenses, profitability, new product development, market research, and brand strategy in alignment with the organization's vision, ensuring sustained growth and market leadership
- Efficiently managed a diverse workforce of 2250 FTEs across multiple global locations including China, Philippines, India, UAE, Europe (London), and US (Las Vegas and New York), overseeing critical Zendesk and Salesforce implementation projects, resulting in a significant increase in FTE count and revenue growth from USD 13 million to USD 56 million
- Led a multicultural team of 2700 individuals across 5 countries including Singapore, Hong Kong, Philippines, Indonesia, Malaysia, and Thailand, achieving key milestones such as managing marquee clients like Google and IBM and delivering a remarkable CAGR of 20%, while also establishing cost-saving initiatives such as setting up an In-House BPO and Customer Service Department and improving customer experience metrics like CSAT and NPS
- Spearheaded business development efforts and global operational standardization across multiple sites, driving superior customer care and experience, enhancing seller CRM platforms, optimizing product displays, and implementing innovative strategies resulting in significant reductions in churn rate.
Director of Operations
Advantmed India LLP
Ahmedabad
07.2015 - 07.2018
- Managed the P&L of a large-scale organization comprising 1500 employees across multiple locations in the Philippines, Ahmedabad, and Pune, overseeing strategic planning and execution to sustain an annual revenue of USD 35 million
- Directed a high-performing team of 17 individuals, implementing strategies to enhance P&L performance and drive profitability, while also ensuring superior staffing levels and optimizing productivity through effective talent development and training initiatives
- Designed and implemented a highly effective client segment strategy, resulting in improved focus and effectiveness across the entire client base, ultimately contributing to the organization's overall growth and success.
Service Delivery Lead
Emirates Airlines
Dubai
07.2010 - 06.2015
- Headed Service Delivery at Emirates Airlines, Dubai , overseeing the management and optimization of customer service operations across various touchpoints to ensure exceptional passenger experience
- Led initiatives to enhance service quality, streamline processes, and implement innovative solutions, contributing to Emirates Airlines' reputation as a world-class airline renowned for its superior customer service.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Head Contact Center Ops
Kingfisher Airlines
Bangalore
02.2006 - 06.2010
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked with cross-functional teams to achieve goals.
Senior Manager - Operations
Convergys India Services Ltd.
Bangalore
12.2002 - 02.2006
- Held the position of Senior Manager - Operations at Convergys India Services Ltd., Bangalore, from December 2002 to February 2006, overseeing and managing day-to-day operational activities within the organization
- Led teams and implemented operational strategies to enhance efficiency, optimize performance, and deliver high-quality service to clients, contributing to the company's success in providing outsourced customer service solutions.
- Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
- Identified areas of improvement within existing operations through process analysis and benchmarking studies.
Sales Manager
Ramada Palmgrove
Mumbai
05.1998 - 12.2002
- Served as Sales Manager at Ramada Palm Grove, Mumbai & Hyderabad, from May 1998 to November 2002, where I was responsible for driving sales initiatives and strategies to increase revenue and market share for the hotel properties
- Developed and implemented sales plans, negotiated contracts with clients, and fostered relationships with key accounts to achieve sales targets and enhance the hotel's presence in both Mumbai and Hyderabad markets.
Education
MBA - Marketing/Marketing Management -
University of Melbourne
Melbourne, Australia01.1998
B.Com. -
Bangalore University
Bangalore, India01.1996
Skills
- Performance Improvement
- Strategic Planning
- Business Development
- Revenue Generation
- Operational leadership
- Project Management
- Program Management
- Operational management
- Operations Oversight
- Growth planning
Certification
Six Sigma Black Belt Certification, IFQ (Institute of Fundamentals Quality), India, 2012
Timeline
Director of Business Operations APAC
Alphanumeric Systems
09.2021 - 01.2023
AVP OPERATIONS
Ketto Online Ventures
02.2021 - Current
Head of Operations
Teleradilogy Services ltd
02.2020 - 09.2021
Regional Head Customer Service Operations
Lazada Ecommerce
08.2018 - 02.2020
Director of Operations
Advantmed India LLP
07.2015 - 07.2018
Service Delivery Lead
Emirates Airlines
07.2010 - 06.2015
Head Contact Center Ops
Kingfisher Airlines
02.2006 - 06.2010
Senior Manager - Operations
Convergys India Services Ltd.
12.2002 - 02.2006
Sales Manager
Ramada Palmgrove
05.1998 - 12.2002
Six Sigma Black Belt Certification, IFQ (Institute of Fundamentals Quality), India, 2012
MBA - Marketing/Marketing Management -
University of Melbourne
B.Com. -
Bangalore University
Similar Profiles
Manisha DevikarManisha Devikar
Senior Human Resources Executive - HRBP at Ketto Online Ventures Private LimitedSenior Human Resources Executive - HRBP at Ketto Online Ventures Private Limited
JOSEPH A. D'ANGELOJOSEPH A. D'ANGELO
Inside Sales /Customer Service Lead /Office Manager at JEG Online VenturesInside Sales /Customer Service Lead /Office Manager at JEG Online Ventures
Ege AğcaEge Ağca
Venture Capital Associate at twozero Ventures - Techone VC - Logo VenturesVenture Capital Associate at twozero Ventures - Techone VC - Logo Ventures