Minitab
Danesh Dogra
Assistant vice President
AP-15C, Pitam Pura, New Delhi
Summary
Dynamic and results-driven leader with 20 years of diverse global experience across life and Claims, Finance, Banking, Procurement, Utilities, and Content moderation. A certified Lean Six Sigma Black Belt & PMP certified professional with a proven track record in driving process improvement, operational excellence, and large-scale transformation initiatives. Adept in digital transformation, transactional quality, and data-driven analytics, with a successful history of delivering value and innovation for leading organizations in the US, UK, and Australia.
Overview
20
20
years of professional experience
9
9
Certifications
Work History
Assistant Vice President -Transformations (Band-8)
IBM
Noida , Uttar pradesh
04.2024 - Current
- Leading digital transformation initiatives, 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 (~$125K Annualized savings)
- A Python-based IBM-tailored solution is implemented in the transaction lifecycle, encompassing prechecks, processing, and audit, with a pipeline of #15 FTE worth savings 2025 ; #6 FTE saving delivered & implemented in 2025 till & 09 FTE :Pipeline to be delivered (~$400K Annualized savings)
- Enhanced the account's digital capabilities by implementing IBM Consulting advantage (ICA) AI tools - A fist of its kind AI-powered delivery platform supercharging accounts expertise with purpose -built assistant and assets to deliver solutions at scale and realize faster time to value
- Managed comprehensive business process re-engineering projects, achieving significant improvements in workflow and productivity by understanding current business landscape
- Analyzed customer feedback and complaint data, pinpointing areas for improvement, and leading initiatives to boost client satisfaction levels :Implement a quality framework to ensure quality assurance (QA) methodologies to measure output quality : managing a Transaction quality team of #10 QAs
- Led root cause analysis investigations for service failures, formulating robust solutions to prevent recurrence, and maintain customer trust.
- Drove innovation by encouraging creative problem-solving among team members and staying abreast of industry trends and best practices.
- Implemented data-driven decision-making processes, leading to more informed strategic choices and improved overall performance metrics.
Sr.Manager : Lean Digital Transformation (Band 4D)
Genpact
Noida , Uttar pradesh
12.2019 - 03.2024
- Spearheaded realized value generation initiatives worth $28 Mn savings 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
- Implemented and developed operational standards, policies and procedures.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
Manager : Delivery Excellence (CL 8A)
Concentrix
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
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
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
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
Assistant Manager (Band B1)
EXL Service
10.2005 - 12.2012
- Manage a team of 12 Delivery Support Analysts across Noida and Pune, and be responsible for the generation of innovative ideas and converting them into short-term or long-term projects, providing substantial benefits to the client and organization.
- 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
Education
Bachelor of commerce -
University of Delhi
Skills
Digital transformation
Certification
Lean Six Sigma Black Belt Certified (2012)
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 ; traveled to Staines UK in Q2-2011 & worked with Capgemini team to convert Biz requirement to technical requirements
Skills
- Change management
- Reporting, meeting minutes, records management
- Team building
- Competitive analysis
- Performance evaluations
- Analytical thinking
Accomplishments
- Led transition for Utilities client to support transfer of accounts from service desk to SAP ISU in Q2-2013 & Q1.2014 & collaborated with Cognizant teams to design the “To be” exceptions in SAP ; traveled to client site in UK (Leicester) & acted as site lead in India
- 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 ; traveled to Staines UK in Q2-2011 & worked with Capgemini team to convert Biz requirement to technical requirements
- Led transition for Utilities client to support transfer of accounts from service desk to SAP ISU in Q2-2013 & Q1.2014 & collaborated with Cognizant teams to design the “To be” exceptions in SAP ; traveled to client site in UK (Leicester) & acted as site lead in India
- 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 ; traveled to Staines UK in Q2-2011 & worked with Capgemini team to convert Biz requirement to technical requirements
- Led transition for Utilities client to support transfer of accounts from service desk to SAP ISU in Q2-2013 & Q1.2014 & collaborated with Cognizant teams to design the “To be” exceptions in SAP ; traveled to client site in UK (Leicester) & acted as site lead in India
Software
SAS
Microsoft office
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
Assistant Manager (Band B1)
EXL Service
10.2005 - 12.2012
Bachelor of commerce -
University of Delhi
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