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Dheeraj Kumar
Assistant manager in Operations & Process excellence
New Delhi
Summary
Experienced Assistant Manager of Operations with a successful track record of managing teams of over 200 FTEs and leading international projects across multiple regions including the UK, EU, India, and the US. Skilled in operations management, quality control, and people leadership. Proficient in utilizing Six Sigma DMAIC methodologies to drive process excellence, improve performance, and minimize errors. Certified Black Belt in Lean Six Sigma, leading more than 30 Black Belt projects resulting in enhanced operational efficiency and cost savings through process optimization, change management, and automation. Extensive experience in training trainers and coaches, conducting audits, and utilizing statistical tools like Minitab for data-driven decision-making. Strong in SLA management, data security, workforce planning, complaint resolution, root cause analysis, and cost optimization. Adept at collaborating with global leaders to align strategies and enhance stakeholder satisfaction.
Overview
10
10
years of professional experience
35
35
years of post-secondary education
2
2
Certifications
Work History
Assistant Manager Operations & Process Excellence
Webhelp-Concentrix
10.2020 - Current
- Managed a team of 10 leads, 11 SMEs, and 200+ FTEs using Six Sigma DMAIC methodologies and control charts, leading to improved team performance and SLA adherence.
- Successfully managed multiple projects simultaneously by prioritizing tasks using Lean methodology and Gantt charts to optimize workflow efficiency, resulting in a 16% improvement in project delivery timelines and resource utilization.
- Orchestrated ad-hoc activities among teams to cultivate a positive work environment, set up team objectives, leading to a 28% enhancement in team's performance within 3 months of 'Project Phoenix'.
- Successfully led 30+ Six Sigma Black Belt projects with a 95% success rate, completing all within the designated timeframe.
- Facilitated team meetings and workshops, enhancing cross-functional collaboration and reducing errors by 17% within 6 months.
- As a certified Black Belt in Lean Six Sigma, I have trained over 60 trainers and coaches, improving team training effectiveness and retention.
- Collaborated with global leaders and business process heads to align strategies, significantly increasing stakeholder satisfaction.
- Achieved £320,000 in cost savings through strategic workforce management and process optimization, including automation solutions that enhanced daily operational efficiency.
- Applied root cause analysis and FMEA alongside statistical methods, resulting in a 20% improvement in decision-making accuracy and a 15% boost in operational efficiency.
- Championed change management with Lean Six Sigma and ADKAR methodologies, increasing process adoption by 25%. Identified bottlenecks and implemented targeted solutions through focus groups and surveys, enhancing process efficiency.
- Executed staffing and budgetary plans aligned with business forecasts, focusing on conformance, shrinkage, adherence, and workforce efficiency projects.
Learning and Development Specialist
Fareportal
04.2019 - 04.2020
- Managed and ensured high levels of quality in customer interactions and transactions, applying Six Sigma methodologies to drive process improvements and standardization, resulting in a 15% increase in customer satisfaction and adherence to service standards.
- Participated in industry conferences and workshops to stay current on best practices in Learning and Development methodologies, incorporating Six Sigma DMAIC and DMADV frameworks to streamline training processes and achieve a 10% improvement in learning outcomes and program efficiency.
- Facilitated workshops on various topics, such as communication skills and leadership development, using the Lean Six Sigma DMAIC methodology and Control charts to track progress and outcomes, leading to a 34% improvement in staff effectiveness and performance over a 6-month period.
- Championed continuous improvement in the organization's learning culture by advocating for ongoing professional development opportunities, utilizing the Lean Six Sigma DMAIC approach to optimize learning programs, resulting in an 11.40% increase in employee engagement and skill development.
- Orchestrated calibration sessions and led RCA efforts to identify and address underlying causes of operational issues, implementing solutions to prevent recurrence and enhance efficiency.
Team coach Production
FIS Global Business Solutions
03.2015 - 04.2019
- Conducted RCA to uncover and address underlying issues, driving actionable insights for process optimization and continuous improvement.
- Used key metrics and KPIs to assess team and individual performance, identify development needs, and implement performance optimization initiatives.
- Performed call audits and rough checks to identify issues, initiating corrective actions to enhance operational efficiency.
- Maintained and improved operational performance by completing action plans, resolving problems, and controlling implementations.
- Participated in cross-functional team-building activities.
Operations Associate
John Keells BPO
04.2014 - 02.2015
- Sr associate US chat process, Telecom
- Oversaw daily operations, ensuring timely completion of tasks and adherence to company policies and procedures.
- Maintained and prioritized to-do-list and followed up to complete tasks on-time.
Education
MBA - Operations And Planning Management
Amity University
Noida, India 04.2001 - 04.2024
B.Com - Commerce
Delhi University - Other
Delhi, India 04.2001 - 04.2013
Skills
Operational Excellence
Software
MS Project
Salesforce
Solvnow (Incidence management)
Polyglot (Integrated Translation Tool for business)
MS Access
Advance MS Excel
Teleopti-Workday (WFM Tool)
PowerBI Management
Certification
Six Sigma BlackBelt licensed from ASQ
Timeline
Project management Trained
02-2024
Six Sigma BlackBelt licensed from ASQ
03-2023
Assistant Manager Operations & Process Excellence
Webhelp-Concentrix
10.2020 - Current
Learning and Development Specialist
Fareportal
04.2019 - 04.2020
Team coach Production
FIS Global Business Solutions
03.2015 - 04.2019
Operations Associate
John Keells BPO
04.2014 - 02.2015
MBA - Operations And Planning Management
Amity University
04.2001 - 04.2024
B.Com - Commerce
Delhi University - Other
04.2001 - 04.2013
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