Nuzhat Ismail
Mumbai,Maharashtra
Summary
Accomplished Consultant drives organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process and resource optimization.
Overview
15
15
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Business Change Manager
Tech Mahindra Business Services
Mumbai, Maharashtra
02.2019 - Current
- Nominated as a Change Management consultant in a client facing role responsible for ensuring business and channel readiness as a part of the business transformation for the client
- Contributed to record improvement in the digital footprint, chat to voice interaction ratio and app usage for the client by partnering with business teams to assess opportunities and implement solutions
- Achieved a considerable reduction in wastage by recommending process improvements to address complex issues and operational gaps
- Worked with Operations SPOCs, onshore Change specialists and vendors to resolve system problems and recommend operational improvements to provide exceptional customer service
- Saved cost by exploring feasible automation initiatives and creating fresh new approaches to long-standing problems and reducing FTE requirements at the same time.
- Successfully designed processes and systems supporting business needs before, during and after transitions whilst managing internal and external client-facing relationships through transitional periods.
- Detected workforce collaboration use cases and problems from employees and business partners through interviews, focus groups and surveys.
- Led successful end to end execution of automation driven initiatives to improve OPEX based on tracking and analysis of processes and system capabilities.
Asst. Manager - Learning and Development
Tech Mahindra Business Services
Mumbai, Maharashtra
11.2017 - 01.2019
- Drove departmental performance through focused reviews, innovation and strategic planning, in one particular case, an uplift of 21 NPS points
- Appropriately allocated resourced, budgets, inventories, training support and team building materials to increase overall productivity.
- Exceeded training goals and improved training efficiency by analysing company training methods and making adjustments to rectify issues and reducing training timelines, where beneficial.
- Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
- Monitored day-to-day activities of trainers and senior trainers in the team, noting areas needing improvement and implementing plans for rectification.
- Trained and mentored multiple new personnel hired to fulfill various roles.
- Wrote training manuals for employees from various skillsets and positions in line with the client brand guidelines, compliance metrics and content writing methodologies
Skills Trainer
Tech Mahindra Business Services
Mumbai, Maharashtra
- Assessed job requirements and needs of trainees to create soft skill development programs targeting skills such as Customer Retention, consultation and need-based selling
- Wrote and edited high-quality, error-free engaging content and visually impactful programs with an exciting, captivating and authentic approach, for both digital and instructor-led modes
- Developed complete training programs and led training using expert learning techniques, saving business the cost of external consultants for content and facilitation, in one case 3 mn pounds
Education
Post Graduate Diploma - Business Management
Prin. L. N. Welingkar Institute Of Management Development
Bachelor of Commerce - Accounting And Business Management
Mumbai University
Skills
Decision Making
Conflict Resolution
Planning and Coordination
Analytical and Critical Thinking
Teamwork and Collaboration
Interpersonal Communication
Flexible and Adaptable
Business planning
Strategic planning
Negotiation
Cultural Awareness
Accomplishments
- Business Change Manager4b/402, Patliputra Nagar, Oshiwara,
- Ogeshwari West Mumbai, MH, 400102
Certification
Operational Excellence Foundations
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Besides the noble art of getting things done, there is the noble art of leaving things undone. The wisdom of life consists in the elimination of non-essentials.
Lin Yutang
Timeline
Operational Excellence Foundations
01-2022
Six Sigma Foundations
01-2022
Lean Six Sigma
01-2022
Change Management Foundations
01-2022
Business Change Manager
Tech Mahindra Business Services
02.2019 - Current
Asst. Manager - Learning and Development
Tech Mahindra Business Services
11.2017 - 01.2019
Skills Trainer
Tech Mahindra Business Services
Post Graduate Diploma - Business Management
Prin. L. N. Welingkar Institute Of Management Development
Bachelor of Commerce - Accounting And Business Management
Mumbai University