GAURAV KHURANA
Project Managment
New Delhi
Summary
A result-oriented professional offering 14+ years of experience with diverse roles distinguished by commended performance and proven results across Business Process Outsourcing (BPO), Banking & Financial Services, Internet/ Mobile Commerce HR, Operations & Training Hotel & Hospitality domains. Wealth of expertise entails: B2B, Operations Management, Call Centre, HR Operations, MIS, Vendor Relationships, Training & Development, Automation. Steered efforts in Publishing 300 number of total stories since 2021. Gained a reputation of heading Transformational Projects while imbibing the corporate strategy; amplified the operational capabilities in line with trends and developments to maintain the leadership position of the company; a strategist, visionary & advisor optimizing operational efficiency. Gained a reputation of leading operations; amplified operational capabilities in line with trends to maintain the leadership position of the company. Proven track record of setting out standards for various operational areas; implementing quality systems & procedures to facilitate a high-quality customer experience, while adhering to the SLA. Proven record of excellent performance in delivering breakthrough results, leading continual improvement initiatives and realization of changes required. Inspirational leader who designed strategic transition plans and implemented target operating model that leveraged.
Overview
15
15
years of professional experience
2
2
Languages
Work History
Regional Solution Reference Manager
SAP India Private Ltd
07.2023 - Current
- Partnering between regional market units and pull story as per SAP standards for the customer to publish on SAP.com
- Oversaw GC and APJ region with SAP and coordinated with teams across the board to get the story published, which was used majorly by the sales team to pitch for new product to new customers.
- Driving ERP Cloud Stories
- Directing & undertaking large-scale, complex programs with a focus on technology transformation; verifying project/program progress & outstanding issues and ensuring the quality & timeliness of deliverables; defining standard practices and preparing weekly & monthly progress analysis using various reports, review change, and so on
- Directing end-to-end delivery of the program, meeting internal and external objectives pertaining to project proposal: Estimation, Risk, Scope, Time, Resource, Quality, Change Management, contract variations and additional services, Value-adds, continuous process and productivity improvement and expectation management of team
- Distinctively published more than 50 stories on SAP.Com with quantifiable business outcomes
- Augmented Cloud ERP Stories
Project Manager - Value Stories
Dataformix Technologies Pvt. Ltd.
05.2021 - 05.2023
- Partnering between regional teams and pull story as per SAP standards for the customer to publish on SAP.com
- Oversaw EMEA S, GC and APJ region with SAP and coordinated with teams across the board to get the story published, which was used majorly by the sales team to pitch for new product to new customers
- Driving CX, HCM, DSC Stories along with S/4 HANA Stories
- Directing & undertaking large-scale, complex programs with a focus on technology transformation; verifying project/program progress & outstanding issues and ensuring the quality & timeliness of deliverables; defining standard practices and preparing weekly & monthly progress analysis using earned value method, various reports, review change, and so on
- Directing end-to-end delivery of the program, meeting internal and external objectives pertaining to project proposal: Estimation, Risk, Scope, Time, Resource, Quality, Change Management, contract variations and additional services, Value-adds, continuous process and productivity improvement and expectation management of team
- Distinctively published more than 100 stories on SAP.Com with quantifiable business outcomes
- Augmented RISE with SAP and SAP S/4Hana Public Cloud Value Stories
- Holds the distinction of pulling stories by SAP S/4Hana Move/Net New by 21% of YTD Stories with global brands and over 1700 Customer Proof Points
- Developed slides, promoted them over the world, and received 280K views annually
- Steered efforts in publishing stories in: Regions such as 39 in Asia Pacific Region, 36 in Greater China and 42 in EMEA South, Covering industries such as Consumer 69, Discrete 39, ENR 47, FSI 21, Public 18 and 56 Services
Project Manager - Operations
OYO Rooms
05.2015 - 01.2020
- Managed the integration of regional HR teams by revaluating, retraining teams, and ensuring that they were in sync with the HRMS and PMS
- Increased staff productivity by providing training on HRMS, PMS, and unique operational procedures that rewarded excellence and professionalism
- Consolidated, standardised, and moved data, configurations, and procedures from traditional bookkeeping to HRMS to improve learning and development, payroll, performance management, appraisals, and other aspects of employee engagement
- Attracted and hired high-potential contributors to the product and development teams to provide software and automation capabilities for HR, Finance, and Operations
- Inspired automation driven mind-sets for creating company-wide culture
- Created and implemented a strategic plan for OYO's sales and customer support operations from scratch, generating $2 million each quarter
- Established operations from scratch and enhanced them to 300 FTE in an outsourcing setting
- Steered efforts in constructing regional and international call centre capabilities in India by orchestrating profit turnaround and overcoming cost challenges faced by OYO
- Distinctively re-engineered Call Centre Process to ensure operational excellence, higher conversions & low abandon rates to build profitability & increase sales conversions by 8%
- Leveraged financial services payment model powered by MNC banks and used it to potentially cross-sell & up-sell to increase average order size by placing orders on EMI, eventually booked 75% revenues on financial schemes that yield commissions for OYO as additional revenue
- Led Highest Payroll of 21 Crore at OYO
- 100% YOY Growth In Revenues
- Designed & set-up HRMS & PMS
- $10 Billion Hospitality Chain Start-up
- 700 People Recruited
- 4 Automation Projects
- 8 Call Centre Process Build from Scratch
- 500+ Executives Trained
- 4 Process Re-Engineered
- $2 Million Saved in Lead & Executed 5 Restructuring Activities
- HRMS Launched with PMS integrated for OYO Global
- 200+ New vendors on-boarded offering Value Added Services (Cabs, SPA, Accessories)
- 100% attainment on Customer Experience
- 100% Cost savings on offline advertisements
- 0% dependency for B2B Sales team on customer support & back end for pricing, offer discounts
- 90% Cost saved by implementing HRMS & PMS
- 100% automation for Vendor incentives/ payments (from 60 to 40 days), Profiling, Commissions, Performance, Category Upgradation, Reviews
Assistant Manager - Operations
Liquid Paper Finserv Pvt. Ltd.
10.2013 - 11.2015
- Reframe key performance indicators and key indicators that support continuous improvement and growth for employees, managers, and the company
- Presented all statistical data as well as creative operational suggestions to boost worker productivity
- Improved contact centre performance, developed teams to meet increasing demand, and offered inspiring contact centre leadership
- Pivotal role in launching 24/7 helpdesk to resolve customer queries.
- Notable Results: $2.6 Million Revenue I 125% Target Attainment QOQ I Competency Mapping Implemented I 300+ New Clients On-boarded
Manager - Customer Relations
Bacrlays
06.2010 - 09.2013
- Led fraud detection specialist, training and enablement department pioneered customer-centric procedure by taking a consultative, 'Strategic Business Partner' approach to determining the needs of clients
- Achieved net client retention and 100% fraud detection for the fiscal year
- To promote adoption and training, Go Further and RTE (Return to Enablement) were launched
- Built and managed fraud detection operations from the ground up, including strict SLA measurements, individualised individual development, goal-setting, recruitment drives, SLA boot camps, and crucial annual strategic initiatives with a team of 50 specialists, with a core responsibility & metrics of achieving 1.0 million pounds on a monthly basis as a business unit
- Introduced a new CRM system, oversaw the training of new fraud detection teams, enhanced operating procedures, streamlined workflow, introduced process improvement, and implemented strict cost controls
- Managed agreements with third-party vendors and worked with the HR department to reduce costs that includes redundancies of 10% of the workforce
Education
Bachelor's - Journalism & Mass Communication
Global University of Nagaland
01.2011
Skills
Transformation & Automation
Personal Information
Date of Birth: 02/07/87
Timeline
Regional Solution Reference Manager
SAP India Private Ltd
07.2023 - Current
Project Manager - Value Stories
Dataformix Technologies Pvt. Ltd.
05.2021 - 05.2023
Project Manager - Operations
OYO Rooms
05.2015 - 01.2020
Assistant Manager - Operations
Liquid Paper Finserv Pvt. Ltd.
10.2013 - 11.2015
Manager - Customer Relations
Bacrlays
06.2010 - 09.2013
Bachelor's - Journalism & Mass Communication
Global University of Nagaland