KRITIKA BHAN
Consultant
New Delhi
Summary
Six Sigma Green Belt Certified Consultant and Business Process Re-engineer with 5 years of demonstrated success. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Skilled in planning, designing and supervising diverse Service Sector projects. Adept at assessing client requirements and drafting project plans.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Consultant - Finance Transformation
EXL Service Pvt. Ltd
02.2022 - Current
- Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
- Developed documentation, diagrams and specifications to meet project requirements and regulatory standards.
- Established project schedules and monitored tasks to meet milestones during each phase.
- Participated in project reviews to enable ongoing status tracking and reporting.
- Reviewed processes, identifying areas requiring improvement under Schrems II GDPR Guidelines.
- Analyzed critical line data to make recommendations for improvement.
- Conducted root cause analysis to identify, prioritize and eliminate process losses.
- Diminished process gaps and encouraged optimal productivity by closely supervising workflow of various clients.
Process Re-engineering Consultant
Sattva Consulting Pvt. Ltd
09.2021 - 02.2022
- Understanding and evaluating the end-to-end project delivery process to optimize for deliverables and delivery time.
- Investigating gaps, challenges, issues, and concerns in current business processes.
- Developing tools, frameworks, templates for delivery of assessment projects across different thematic areas such as Education, Health, Skilling, and streamlining appropriate methodologies.
- Facilitating the design and implementation of new/improved process models.
- Creating productized offerings for the business unit to seamlessly deliver a large number of projects across geographies
- Managing and leading process adoption across the business unit to achieve desired results by holding training sessions with the teams
- Monitoring the results of the changes made to processes to ensure they are relevant and effective
- Identifying and managing resources to deliver effective solution.
Senior Global EOR Officer
British Council Management Services Pvt Ltd
05.2019 - 08.2021
- Managed a team of 10 resources ensuring team’s operational KPIs and performance are met in terms of quality and productivity
- Delegate tasks and set project deadlines for team members according to the work priorities
- Provide on-job trainings and refresher trainings to all team members to build a highly skilled team and operational excellence
- Responsible for managing global IELTS operations and ensuring smooth collaboration with cross functional teams and stakeholders
- Acting as a single point of contact (SPOC) to manage escalations and competing priorities to maximize CSAT
- Facilitated meetings with key leaders and collaborated with project teams to ensure timely decision-making and effective communication between project stakeholders at all levels
- Evaluation of the processes and identifying performance bottlenecks and opportunities for improvement.
Team Leader
British Council Management Services Pvt. Ltd.
10.2017 - 04.2019
- Managed a team of 10 resources ensuring team’s operational KPIs and performance are met in terms of quality and productivity
- Delegate tasks and set project deadlines for team members according to the work priorities
- Provide on-job trainings and refresher trainings to all team members to build a highly skilled team and operational excellence
- Mentored and guided employees to foster proper completion of assigned duties.
- Participated in cross-functional team-building activities.
- Cross-trained and provided backup support for organizational leadership.
Education
MBA -
Narsee Monjee Institute of Management Studies
Mumbai 08.2020 - 10.2021
Bachelor of Arts - Psychology
Indraprastha College For Women, Delhi University
Delhi 04.2014 - 05.2017
Skills
Process Documentation
Process Mapping and Tools ( MS VISIO / COLLIBRA )
Project ManagementSix Sigma Green BeltMS OfficeData VisualisationBusiness Process Reengineering
Additional Information
- Schrems II GDPR Project- Currently, working with AIG UK to support them in defining processes for various global clients (600+) with whom data is exchanged.
- Global Service Delivery- Trusted for a new global service delivery project (Enquiry on Results) to bring effective change management from London, UK to Noida Shared Services.
- Implementation Project- Creating a group of SMEs who further support the employees in BAU to increase the process efficiencies and success rate. Lean Project- Streamlining of IELTS Enquiry on Results (EOR) Submission procedure wherein 60% of non-value- added or waste steps in the process were reduced.
- Automation of Weekly Operations Report- Identified manual input areas and automated them using Macros to reduce the total time taken by 86% to generate the report on weekly basis.
- Six Sigma Green Belt Project- Applied DMAIC methodology to eliminate defects from the IELTS Results Operations which reduced 1FTE and 60% processing time.
- Quality Assurance- Rigorous data analysis and root cause analysis to identify the causes of discrepancy in results by various IELTS Video Call Speaking Examiners.
- HRSS Pilot Run and Launch-Worked with HOD and Project Team in the pilot run of HRSS at British Council wherein I formulated SOPs, knowledge articles and performed UAT Testing of Success Factors Tool.
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Timeline
Consultant - Finance Transformation
EXL Service Pvt. Ltd
02.2022 - Current
Process Re-engineering Consultant
Sattva Consulting Pvt. Ltd
09.2021 - 02.2022
MBA -
Narsee Monjee Institute of Management Studies
08.2020 - 10.2021
Senior Global EOR Officer
British Council Management Services Pvt Ltd
05.2019 - 08.2021
Team Leader
British Council Management Services Pvt. Ltd.
10.2017 - 04.2019
Bachelor of Arts - Psychology
Indraprastha College For Women, Delhi University
04.2014 - 05.2017