ISHWAR LAL PATIDAR
Summary
Excel in optimizing technology transformation, devising strategic sourcing plans and operations transformations within the banking, telecom & technology sectors. Seeking to leverage ~13 years of experience in strategic sourcing, operations, IT transformation, digital enablement, and automation to drive business success. Well-qualified Engagement Manager with demonstrated understanding of data analytics, risk mitigation and utilization improvements. Skills include project, team and implementation management. Ready to bring 13 years of related experience to a challenging new role.
Overview
13
13
years of professional experience
Work History
Expert Engagement Manager
McKinsey & Company
11.2015 - Current
- Developing & implementing strategic initiative - identifying opportunities for efficiency improvements, cost reduction and revenue growth
- Diagnosing and identifying value at stake for each of the programs using various analytical methods (e.g., lean, performance gap, value stream mapping, unit cost analysis, benchmarking internally & externally)
- Providing leadership & direction to the consulting teams; overseeing day-to-day activities, processes, and workflows to optimize productivity and performance
- Leading strategic engagements across IT/technology, operations, and key support functions (HR, Finance etc.) which includes levers like demand management, automation, process improvement, workforce optimization and performance management
- Building & maintaining relationships with key stakeholders, including corporate leadership, business units, clients, and external partners to enable value capturing and implementation
- Leveraging technology and digital tools to drive innovation, automation, transformation, and service delivery excellence
- Implementing lean principles, continuous process improvements and performance management infrastructure to sustain improvements
- Establishing key performance indicators (KPIs) & metrics to measure the performance of operations; monitoring performance against targets, analyze data, and implement corrective actions as needed to drive continuous improvement
- Leading change management to realize identified potential across the organization - frontline to C-suite leadership
- Managing service operations in Asia, having served several banks, financial institutions, telecom, and technology companies, recognized as 'go to' person for service operations (customer care, back office, mid office, digital channels, and customer experience topics)
- Codified learnings from client work into ~50 documents of which ~15 is used internally quite frequently
- Convener of practice having >50 individuals called GOMx (global operating model next), works on globalization programs for clients
- Over ~50 client engagement programs, aimed at improving customer experience, reducing costs, increasing revenue & enhancing employee experience.
Sr. Management Associate
Avaya India Pvt. Ltd.
01.2013 - 01.2015
- Designed, implemented & provided support services for large clients at Avaya, specialized in contact center & unified communications systems; supported a variety of deployment models, including cloud, on-premises, and hosted service
- Maintained strong relationships with Service Readiness, Support Engineers, Product Groups and other technical resources
- Managing relationships with vendor employees, stakeholders for execution.
Engineer Technology
Wipro India
01.2011 - 01.2013
- Oversaw contact center applications & infrastructure as a technical and managerial lead, working as co-lead for team of 10 technology professionals; monitored project implementation, IT operations, and team performance to ensure high availability & quality of service
- Received 3 Pragati AWARDS (given for innovations) for driving improvements in quality-of-service delivery and team performance
- Managed relationships with vendors from both technical vendors supplying IT equipment, applications, services and non-technical vendors supplying workforce on loan.
Education
Bachelor of Technology in ECE - Electronics And Communications Engineering
Faculty of Science & Technology, ICFAI University
Dehradun 04.2001 -
Skills
Strategic Thinking
Certifications
- Avaya Certified Sales Specialist (APSS-SME and CC)
- Avaya Implementation Professional Specialist (AIPS-AES)
- Avaya Support Professional Specialist (ASPS-CMS)
- Completed Nice Certified System Administrator (NICE 4.1) Certification
Corecompetencies
MS Word, MS PowerPoint, MS Excel, Alteryx, Tableau, ChatGPT/OpenAI, automation
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Spanish
Beginner (A1)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Expert Engagement Manager
McKinsey & Company
11.2015 - Current
Sr. Management Associate
Avaya India Pvt. Ltd.
01.2013 - 01.2015
Engineer Technology
Wipro India
01.2011 - 01.2013
Bachelor of Technology in ECE - Electronics And Communications Engineering
Faculty of Science & Technology, ICFAI University
04.2001 -
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