Manu Nair

• Transformation & Process Mining Expertise: Lead transformation & process mining projects to analyze, identify inefficiencies, and optimize business processes.
• Strategy and Roadmap: Define the vision, mission, and goals. Develop a strategic roadmap for process transformation & process mining adoption across the organization.
• Demand Management: Identify and prioritize use cases across different business units, ensuring alignment with business goals.
• Team Building and Development: Recruit, train, and manage a team of transformation specialists. Promote skill development and knowledge sharing within transformation tribe.
• Technology Selection and Integration: Evaluate and select transformation tools that best suit the organization's needs. Ensure integration with existing IT infrastructure and data sources.
• Communication and Evangelization: Promote the value of process transformation across the organization and raise awareness of its benefits.
• Metrics and Reporting: Develop and track key performance indicators (KPIs) to measure the success of process mining initiatives.
• Success Stories and ROI Demonstration: Showcase success stories and demonstrate the return on investment (ROI) achieved through process mining projects.

• Govern and drive transformation programs for Enterprise customers to improve operational efficiency and Customer experience.
• Support new business acquisitions and expansions starting from RFP to Transition till Stabilization.
• Provide support to Sales & Presales teams in identifying Value creation, business process transition & transformation opportunities.
• Manage & drive RPA programs, conduct process maturity assessments to improve Business Outcome Indicators and SLA+ metrics.
• Create culture of continuous improvement in Service Delivery function through ideation, training & mentoring.
• Conduct governance meetings with internal & external Customers to evaluate and report out on the progress of transition and transformation initiatives undertaken.

• Design and drive high impact transformation programs for AT&T service delivery teams to improve operational efficiency & Customer experience.
• Support service transition in As process Capture, KPI analysis, Gap analysis & To-be process modeling.
• Provide advisory / consulting services to ATT global teams on process simplification , productivity improvement, potential opportunities for automation, continuous service improvement etc.
• Provide RFP support to Sales & Presales teams on Value creation & process transformation opportunities.
• Implement Quality Framework to evaluate and fine tune operational metrics leading to first time right / error free transactions.
• Conduct meetings with senior leadership team in AT&T on monthly basis to provide insight on value creation initiatives and benefits realized.

• Perform due-diligence on Vodafone UK & New Zealand - Enterprise Business – SELL / BUILD / RUN Operations to identify potential opportunities in Business Process transition and transformation.
• Capture As-Is process and pain points through stakeholder interviews and best practice bench marking.
• Perform detailed data analysis to evaluate and prioritize pain points captured.
• Identify potential opportunities in process transition based on complexity of tasks, nature of activity, security / regulatory compliance and cost arbitrage benefits.
• Liaison with IT teams to evaluate feasibility of IT changes as a part of process transformation and provide necessary inputs as applicable.
• Evaluate existing KPI measurement mechanism and suggest improvements as applicable.
• Define To-Be process maps and rollout training on the same to various teams.
• Create implementation road map for To-Be proposals / improvement initiatives and provide necessary project management support.
• Drive and mentor continuous improvements through ideation, Lean and Six Sigma.
• Deploy strategies to enhance customer experience and improve operational efficiency.
• Enhance people potential through effective knowledge management.
• Support transition and transformation programs for global clients.

• Identify and implement process, quality improvement initiatives for Global Network Operations centre clients of Huawei Technologies.
• Rollout quality control mechanisms to ensure effective delivery , there by achieve operational excellence and enhance customer experience.
• Identify operational bottlenecks / pain points and perform root cause analysis based on stakeholder interviews, data analysis and brain storming sessions.
• Categories improvement solutions based on various management / operational priorities and prepare action plan to roll out implementation.
• Track and manage action plan , provide necessary support at delivery level of process and quality improvements to ensure effective implementation rollout.

Project 1

• Enable launch of Mobile phone services along with legacy services by understanding client requirements from a process & quality perspective.
• Schedule and carry out stakeholder meetings to capture pain points in current state of operations.
• Perform process and quality benchmarking / gap analysis of current state operations with industry best practices.
• Identify issues / gaps and perform root cause analysis based on stakeholder interviews and problem solving techniques.
• Conduct stakeholder meetings to discuss and priorities improvement solutions.
• Prepare business case based on cost benefit analysis for process re-engineering, To-Be business & Operational process with possible impact on operating model / teams.

• Capture client requirements and prepare effort estimate & project delivery plan.
• Participate in e2e transition activities as subject matter expert starting from solution design to steady state.
• Analyze the customer’s current business environment, processes and the desired end-state.
• Participate in the high level solution design – as part of discovery phase.
• Analyze scope of work and dimensioning & recruiting resources for the project.
• Schedule & manage onsite and offshore training and roll-out of the designed processes.
• Design SLAs, KPIs, quality metrics & dashboards for performance review.
• Plan & manage Operations Readiness Tests.

• Provision/Test various bandwidth rates including E1/E3/DS3 for various global/domestic clients like Vodafone, idea etc.
• Manage and troubleshoot customer complaints using EMS/ NMS systems like Alcatel, Marconi, and Fibcom & Tejas.
• Lead a team of 3 Engineers and support troubleshooting and restoration of link based on the complaints from customers with minimum restoration time with high resolution.
• L1 support and trouble shooting of IP services.
• Configure static route and access list for internet bandwidth customers.
• Coordinate and guide Field Engineers for commissioning new circuits and troubleshooting existing circuits’ based on the issue caused.
• Operation and Maintenance of OFC networks including monthly health check using OTDR and Power meter.
• Rectification of OFC faults using splicing machine.
• Commissioning and trouble shooting of new and existing customer services.