Hiren Joshi
Chennai
Summary
To pursue a career in a competitive and rewarding work environment which values integrity, performance, and competence, allowing me to develop both professionally and individually.
Team-oriented leader with proven leadership and motivational skills successful in helping group members achieve business goals. Respectful and clear communicator focused on enhancing teamwork and collaboratively addressing challenges with logical approaches. Skilled in building relationships and enhancing employee satisfaction to drive work performance.
15 years and 5 months of Experience (9 years and 3 months of experience in Supply Chain Management functioning in Accenture & 6 years and 2 months of Experience with Vendor Management of Amazon (Selling Partner Support) & ML in Just Walk Out (JWO – CXQO) Technology)
Overview
13
13
years of professional experience
8
8
years of post-secondary education
4
4
Certifications
Work History
Group Manager
Amazon.com
7 2021 - 06.2024
- Leading a team of 4 Team manager, 5 SME and 100+ frontline team members
- With Best-in-class Job satisfaction and Manager Satisfaction
- Effectively prioritize work time to ensure productivity and fulfill team standards for time spent to consistently achieve service levels and efficiency
- Identified areas of improvement through regular performance reviews, providing constructive feedback and coaching for team members.
- Drove organizational change initiatives that resulted in streamlined operations, improved employee morale, and increased efficiencies throughout the group.
- Collaborated with other group managers to develop best practices for operational efficiency across departments.
- Collaborated with OI, PMs, and BA in building new processes and introduced Tableau dashboard that comprises of every workflow detail
- Leads and supports process improvement projects at site level that have global impact and generating 10 innovative ideas incorporated into 2024 UX improvements
- Serve as mentor/coach by displaying good judgment, positive work ethic, drive towards operational excellence to new team manager
- Business reviews meetings with the leadership team for Weekly & Monthly Business Review
- Functioned as POC for driving Shift roll-over and WF team initiatives for shrinkage, SADH, and BADH metrics at MAA site.
Group Manager
Amazon.com
10.2020 - 06.2021
- Leading a team of 3 Team manager, 3 SME and 70+ frontline team members
- Handling Selling partner queries on products, delivery and refunds through a Selling partner contact us form
- And, pro-active pulled internal ANDON’s on products that have repeated defects or customer feedback defects
- Identifying Selling partner impacting issues, working out and implementing solutions and process improvements to increase Selling partner satisfaction
- Implement and manage after sales service to follow up on performance of goods and address to their queries, concerns and share customer feedback with Selling partners to improve overall Customer experience
- Voice of Selling partners: Summarizing and providing critical analysis to top 3 customer issues to be improved on quarterly review cycle
- Communicating policies to associates and becoming primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting issue and actions taken
- Train, Coach and Monitor performance of team members, provide and document performance feedback for their overall improvement and actively participate in talent hiring.
Team Supervisor
Amazon.com
04.2018 - 09.2020
- Monitor performance metrics – Conducting daily huddles and ensuring team is aware where they stand in terms of their Metric, publishing weekly report on individual performance
- Drive process improvements with the help of conducting regular War Room sessions on hot topics and closing through GEMBA and Projects
- Understand and collaborate with Workflow and Capacity Planning – Ensuring SL are met with constant connect with the capacity team during high shrinkage days as well as providing sufficient OT support during requirements
- Attract talent and make right hire decisions – Took part in the hire drive during 2019, took interview of more than 60 candidates with 35% selection
- On-board and continuously develop team – Helped onboard more than 50 associates across SPS MAA team
- Site POC for driving GDOC & D&I activities in addition to spreading awareness on the same
- Played a key role in success of site Annual Post Peak Party during 2019 & 2020.
Team Leader
Accenture Solutions Pvt Ltd.
06.2015 - 03.2018
- Responsible for day-to-day operational activities of 15 members team reporting directly under my org
- Ensuring performance metric are consistently achieved
- Ensuring that escalations are handled on time and close loop with client/customer
- Conduct Monthly & Weekly review calls with internal & external stakeholders
- Organizing Quality Clinics for the team monthly to discuss & arrest any uprising quality issues
- Played a key role in initiating and completing Warranty Transformation Projects (Quick wins) for which I received a Certificate of Excellence from clients
- Identified automation opportunities in a key process and successfully implemented, which resulted in cost efficiency
- Currently one of the core members in Claims Management project which is in blue-printing stage and aims to automate 70% of the claims system with analytics & automation
- Ensuring all the Management Oriented Tasks are delivered on time
- Acting team manager during the absence of the Manager
- On-Site Visit: Montreal, Canada in 2014 & Muskegon, USA in 2016.
Business Analyst
Accenture Solutions Pvt Ltd.
11.2008 - 03.2015
- Creating claims for client's largest Original Equipment Manufacturer, Tracking them with 100% accuracy & ontime payment
- Review claims electronically submitted by customer and ensure that are processed through portal upon through verification
- Create/Modify of Master Data Records in SAP Sales & Distribution Module Analyzing & Trouble shooting Master Data Maintenance.
- Maintaining consistency in Master Data tables Reviewing and analyzing Claim documents provided by Customers
- Got opportunity to travel client location Montreal, Canada. Purpose of visit was to conduct Business Reviews, Client Training Sessions, Visiting aircraft engine service centers
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Facilitated strategic decision-making by creating detailed reports across multiple data axis. Evaluated performance data and established benchmarks for future tracking.
- Met programme performance, usability and scalability criteria by translating business requirements into high-level conceptual design.
Education
Bachelor of Commerce (B. Com) -
D.G. Vaishnav College, University of Madras
Chennai 01.2004 - 04.2007
Higher Secondary (XII) -
Maharishi Vaidya Mandir Higher Secondary School
Chennai 01.2002 - 04.2004
Secondary School Matriculation -
Secretariat Colony Matriculation School
Chennai 01.2000 - 04.2002
Skills
Operations Management
Negotiation and Conflict Resolution
Customer Relations
Client Engagement
Performance Improvement
Quality Control
Performance monitoring
Continuous Improvement
Performance Evaluation
Staff Development
Business Development
Strategic Planning
Certification
Amazon Six Sigma-LEAN Yellow Belt Certified
Roles And Responsibilities
Manage performance and behavior of front-line supervisor. As an Operations Manager, Accountable for creating a high-performance team resulting in a perfect interaction for Sellers. The role requires to effectively manage teams within a complex business to business environment. As a manager of people mangers, the role also demands to provide behavioral coaching, guidance, and mentorship to supervisors, driving achievement of performance goals. Reporting to the site operations manager this role is responsible for efficient management and execution of daily operations and ensures that teams are primed to provide the perfect customer satisfaction. Some of the key result areas include, but not limited to
Personal Information
- Date of Birth: 06/25/85
- Visa Status: USA B1&B2 (Till 2026)
Accomplishments
· Delivered an overall cost saving of 0.9 MM through programmatic and tech initiatives for Amazon CXQO in H1 2022
· Project member of worldwide SPS Average Hold Time reduction project, resulted in 7.6M mins average hold time reduction which was equivalent to 72 FTE reduction in H1 2021
· Key member of the PMA reduction Kaizen which resulted in 9000 work items reduction realized in 2021
· Amazon Six Sigma-LEAN Yellow Belt Certified
Timeline
Group Manager
Amazon.com
10.2020 - 06.2021
Team Supervisor
Amazon.com
04.2018 - 09.2020
Team Leader
Accenture Solutions Pvt Ltd.
06.2015 - 03.2018
Business Analyst
Accenture Solutions Pvt Ltd.
11.2008 - 03.2015
Bachelor of Commerce (B. Com) -
D.G. Vaishnav College, University of Madras
01.2004 - 04.2007
Higher Secondary (XII) -
Maharishi Vaidya Mandir Higher Secondary School
01.2002 - 04.2004
Secondary School Matriculation -
Secretariat Colony Matriculation School
01.2000 - 04.2002
Group Manager
Amazon.com
7 2021 - 06.2024
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