Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline

Danesh Dogra

AP-15C, Pitam Pura, New Delhi

Summary

Dynamic leader with a proven track record at IBM, driving digital transformation and process improvement initiatives that achieved significant operational efficiency. Expert in Lean methodologies and data analysis, I excel in cross-functional leadership and stakeholder engagement, delivering impactful solutions that enhance customer satisfaction and streamline workflows.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Assistant Vice President -Transformations (Band-8)

IBM
Noida
04.2024 - Current
  • Spearheaded digital transformation efforts, incorporating advanced technologies to boost operational efficiency, and targeting a cost reduction of 20% in Life & Annuities for a major US insurance company.
  • Implemented continuous improvement programs, utilizing Lean and Six Sigma methodologies to drive efficiency and reduce waste; implemented ideas worth 5 FTEs in 2024.
  • A Python-based IBM-tailored solution is implemented in the transaction lifecycle, encompassing prechecks, processing, and audit, realizing 13 FTE worth of savings in 2024-25.
  • Enhanced the account's digital capabilities through targeted, strategic plans.
  • Assessed requirements to propose tech solutions that support strategic objectives.
  • Managed comprehensive business process re-engineering projects, achieving significant improvements in workflow and productivity.
  • Analyzed customer feedback and complaint data, pinpointing areas for improvement, and leading initiatives to boost satisfaction levels.
  • Implement a quality framework to ensure quality assurance (QA) methodologies to measure output quality.
  • Led root cause analysis investigations for service failures, formulating robust solutions to prevent recurrence, and maintain customer trust.

Sr.Manager : Lean Digital Transformation (Band 4D)

Genpact
Noida
12.2019 - 03.2024
  • Spearheaded realized value generation initiatives worth $28 million using Six Sigma, digital solutions, and analytics in 2023
  • Implemented strong governance for over 150 closed initiatives to maintain high standards.
  • Enhanced customer contentment by delivering rapid solutions.
  • Led cross-functional teams in project implementation, delivering on time and within budget..
  • Investigated client information to find areas for enhancement and boost engagement.
  • Driven Digital & Automation (D&A) / Operational excellence agenda to transform from Stable - Capable - Best in Class by conducting brainstorming sessions; Identified 40+ cross functional opportunities to be implemented in account
  • Conduct detailed process diagnostics to identify Standardization, Optimization & Automation opportunities reducing NVA enhancing efficiency; Led theme projects in account 1) Reduce unallocated cash by 30% 2) Automation of Account receivable reports; 30 + reports are in scope 3) Enhance first pass resolution implementation across finance

Manager : Delivery Excellence (CL 8A)

Concentrix
Gurgaon
02.2018 - 11.2019
  • Delivered process standardization - Identifying and governing the best practice standards and new process models
  • Implemented framework of Standardization, Optimization & Automate: Delivered 17+ Projects across geographies with client benefit of > $1Mn
  • Responsible for developing process improvement and transformation strategy aligned to client's strategic priorities
  • Implemented Customer Outcomes Assurance Model to improve customer experience and integration of quality assurance and quality control objectives
  • Led process transformation through levers like Lean Six Sigma, analytics, and technology
  • Driven kaizen-based idea generation and implementation for the process - 500+ ideas generated with 30% implementation rate

Automation Lead - RPA (Band B2)

Exl service
Noida
09.2017 - 01.2018
  • Identified & Assess RPA Opportunities in Utilities processes with Tech arch & SMEs
  • Responsible for operational readiness for Robotics Automation, like Bot Feed, Post automation process flows, Quality framework
  • Proposed new framework of Embedding Analytics, Robotics, Six Sigma to reduce the effort and eliminate the manual intervention for SAP generated exceptions
  • Schedule meetings with relevant stakeholders and publish the status of action items to remove bottlenecks by going strong Governance

Lead Analytics (Band B2)

EXL Service
Noida
07.2015 - 08.2017
  • Managed a team of over 04 Data scientist and Business Analysts across UK and India geographies for Service Analytics
  • Performed various analysis and reporting, targeting performance of service accounts attribute like Engineers efficiency, Compliance, Controls check, Performance variation, Churn, system failures, Contacts, Complaints using SAS EG, Oracle, Hadoop as system / tools
  • Overall €6 M benefit delivered in 2016 while working on Complaints Project, met year-end target of complaints

Lead Quality (Band B2)

Exl Service Noida
Noida
01.2013 - 06.2015
  • As a site lead, managing a team of 12 Quality Analysts and 02 Assistant Managers managing 05 delivery processes based out of Noida; responsible for day-to-day process excellence activities to support Quality methodology, process improvement, audit function (Total span = 300+)
  • Support client in various project and initiatives with providing consultancy and subject matter expertise for the continuous development of systems, process and exception design

EXL Service
Noida
09.2010 - 12.2012
  • Manage a team of 12 Delivery Support Analysts across Noida /Pune and responsible for the generation of Innovative ideas and convert them to short term or long-term projects with providing the substantial benefit to Client & Organization
  • Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level

Business Process Engineer (Band A2)

Exl Service
Noida
06.2007 - 08.2010
  • Age Analysis & Root Cause Analysis of the workflow and providing information to the onshore team for reporting of Board Level Management Meeting
  • Prepare “AS IS” and “TO BE” work instructions (SOP’s or DTP’s) and responsible for driving Process Improvement Initiatives for LOB by Identifying missing links in existing processes & propose resolutions

Customer Care Executive (Band A1)

Exl service
Noida
10.2005 - 05.2007

Education

Bachelor of commerce -

University of Delhi
2004

Skills

  • Digital transformation
  • Process improvement
  • Data analysis
  • Lean methodologies
  • Project management
  • Operational efficiency
  • Quality assurance
  • Cross-functional leadership
  • Strategic planning
  • Automation solutions
  • Root cause analysis
  • Stakeholder engagement

Certification

  • Lean Six Sigma Black Belt Certified (2012)
  • PMP certified from PMI (2023)
  • L1Certified in Enterprise Risk Management from Institute of Risk Management (IRM) 2023
  • Story Telling for Business Presentations (2019)
  • RPA Certified by UI Path Business Analyst (2020)
  • Customer/Client relationship management (2014)
  • SAS Base certified from Inductis Exl (2015)
  • Story Telling for Business Presentations (2019)
  • L1 Certified in Enterprise Risk Management from Institute of Risk Management (IRM) 2023

Accomplishments

  • Implemented continuous improvement programmes, utilizing Lean and Six Sigma methodologies to drive efficiency and reduce waste - Implemented ideas worth 5 FTEs in 2024
  • Implemented Python-based IBM tailored solution in the transaction lifecycle, encompassing Prechecks, Processing, and Audit - Realized 3 FTE worth savings in 2024
  • Led a black belt project with objective of reducing unallocated cash in finance by 30% ; (Cash impact of ~1Mn)
  • Successfully completed Automation project in Account Receivable process ; in scope 30+ reports, potential saving worth 5 FTE ; 1.5 FTE realized in April'23
  • Executed 2 high impacting projects on Enhancing CSAT from 92.5% to 99% & Reducing Overturn % from 21% to 15% in Content moderation
  • Delivered 20 + high impacting Green Belt (Digital & LSS) projects
  • Led transition for Utilities Residential supplier to support conversion of CRM from legacy system to SAP ; travelled to Staines UK in Q2-2011 & worked with Capgemini team to convert Biz requirement to technical requirements

Timeline

Assistant Vice President -Transformations (Band-8) - IBM
04.2024 - Current
Sr.Manager : Lean Digital Transformation (Band 4D) - Genpact
12.2019 - 03.2024
Manager : Delivery Excellence (CL 8A) - Concentrix
02.2018 - 11.2019
Automation Lead - RPA (Band B2) - Exl service
09.2017 - 01.2018
Lead Analytics (Band B2) - EXL Service
07.2015 - 08.2017
Lead Quality (Band B2) - Exl Service Noida
01.2013 - 06.2015
- EXL Service
09.2010 - 12.2012
Business Process Engineer (Band A2) - Exl Service
06.2007 - 08.2010
Customer Care Executive (Band A1) - Exl service
10.2005 - 05.2007
University of Delhi - Bachelor of commerce,

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