Summary
Overview
Work History
Education
Skills
Additional Information
Accomplishments
Timeline
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Mibin Babichan

Mibin Babichan

Associate Director
Hyderabad

Summary

Versatile Associate Director with 18 years of experience managing diverse business functions with efficiency and quality. Excellent people management skills and analytical problem solver. Resourceful Leader offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.

Overview

13
13
years of professional experience
3
3
years of post-secondary education
2
2
Languages

Work History

Associate Director

Cognizant
Hyderabad
07.2022 - Current
  • Analyzed impacts of regulatory changes on operations and developed mitigation plans.
  • Set up and ran strategic business meetings between senior leadership and third-party stakeholders to conduct joint operations and cement partnerships.
  • Directed financial operations and administered budgets.
  • Oversaw vendor delivery deadlines and requirements to fulfill priority contracts.
  • Supported continuous process and performance improvement for operational deliverables , robustness and compliance.
  • Built and strengthened relationships with vendor to ensure business continuity.

Deputy General Manager

Cognizant
Hyderabad
10.2019 - 06.2022
  • Managed a span of 900+ associates spread out in 5 different projects operating out of Google
  • Main KRAs are as given below:
  • Setup Operational governance Structure to ensure all KPI's are met as per the SOW
  • Work closely with Process Excellence team to identify automation opportunities & implement it to enhance productivity or reduce manual efforts
  • Managing financials of 5 projects which includes Forecast & Variance
  • Identify improvement areas in service level mgt
  • Provide solution via framework to meet the SLA
  • Provide strategic advise to the client on business output and discuss it in MBR & QBR.

Service Delivery Manager

Cognizant
Hyderabad
10.2016 - 09.2019
  • Key Responsible areas were to
  • Ensure each Process has an automation initiative focused on productivity gain with no negative impact on Quality
  • Preparation of Monthly Automation review & present it to Deputy General Mangers of the workflows
  • Initiate projects on error categories for each workflows & identify automation opportunities d) Initiate & maintain Konan Enrichment Program for the project e) Coordinating with client on any automation requirement like Machine Learning effort in Sitelinks
  • Implemented 5 Lean Projects to streamline the process & Wastage in the process i.e.,
  • Agent Assist Tool:- To reduce the manual typing on the CRM to enhance productivity
  • Sandbox Environment:- To reduce the process error & bridge process gap within the team
  • NDF Analysis: Designed Approach to finalize the Analysis around NSU
  • Sitelinks Capture Project: Define approach to increase the number of sitelinks
  • Machine Learning Effort: Helped the client in developing Machine Learning to increase the number of sitelinks captured
  • Managed Ops with 14 Team Leaders & 180+ Span for past 2 years.

Procurement Manager

SoftwareONE
Gurgaon
06.2015 - 06.2016
  • Managed the Global Request Department of Procurement
  • Managed a span of 100 associates with 5 Team Leaders
  • KPI included
  • People Management
  • Meet SLAs as per business requirement
  • Root cause analysis if there is any escalation or miss in SLA

Manager

UnitedLex Corporation
04.2015 - 06.2015
  • Spearheaded two HelpDesk department with a span of 25 people and with the direct report of two team Leaders
  • Key Responsibility Area included:- 1) Conducting monthly review with the Team Leaders to review the Business performance, 2) Conducting Monthly Skip Meeting with the Team members and share the feedback with the Team Leaders
  • 3) Conducting the yearly appraisal for the Department

Assistant Manager

Gurgaon
05.2013 - 03.2015
  • Manages the Helpdesk Operations for Obligation Management Services:
  • Managing the performance of Helpdesk services to the customer (24 x 7, 365 days per year), ensure that service levels are achieved in line with the contract and that customer expectations are met or exceeded
  • Managing the performance of 4 distinct HelpDesk tools i.e
  • CSC, CLMS,
  • CAS & UNiCON
  • Managing a Team of 10 analysts along with 3 Sr
  • Analysts
  • Business oversight of Application, ensuring continuous customer availability, interface with client designing new features, interfacing the End Users to troubleshoot issues with tool usage
  • Responsible for maintaining a strict vigil on the application availability and functionality.

Team Leader

iYogi Technical Services
Gurgaon
10.2010 - 05.2013
  • Handling a Team Size of 18 people (2 Floor Tech Lead)
  • Monthly Review with the team members and helping them to improve their performance
  • Preparing Daily Performance reports which include Sale, CSAT, Login hours & Refund reports for the Enterprise
  • Analyzing Stack Ranking and sharing the action plan/Monthly targets with the team.

Team Leader Operation

Wipro BPO
03.2009 - 10.2010
  • Okhla Phase 3
  • Handling a team of 15-20 members for Hewlett Packard Technical Support
  • Process which includes achieving the Critical Performance Matrices like CSAT,
  • FCR, TPR, Revenue Generation (Up selling) and Productivity
  • Verify transactions as per the agreed service standards & approved procedures

Education

Bachelor of Commerce (B.Com - Accounts

Moti Lal Nehru College
01.2002 - 01.2005

MBA - Operations Management and Supervision

Institute of Management Technology
New Delhi
04.2001 -

Skills

    Vendor Management

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Additional Information

  • Honors-Awards , Best Team Leader (HP) Pinnacle Award 2013-14 Star Performer Award Magnetizer Process Excellence Award
  • Associate Director - Human Resource Operations | Digital Marketing

Accomplishments

  • Achieved 10% productivity gain by introducing Agent Assist Tool by reducing manual tasks.
  • Supervised team of 900+ staff members via 5 different projects across India & Poland.
  • Collaborated with Google Eng. Team to design the policy & Machine Learning application to deploy on production to increase the productivity efficiency of an associate.

Timeline

Associate Director

Cognizant
07.2022 - Current

Deputy General Manager

Cognizant
10.2019 - 06.2022

Service Delivery Manager

Cognizant
10.2016 - 09.2019

Procurement Manager

SoftwareONE
06.2015 - 06.2016

Manager

UnitedLex Corporation
04.2015 - 06.2015

Assistant Manager

05.2013 - 03.2015

Team Leader

iYogi Technical Services
10.2010 - 05.2013

Team Leader Operation

Wipro BPO
03.2009 - 10.2010

Bachelor of Commerce (B.Com - Accounts

Moti Lal Nehru College
01.2002 - 01.2005

MBA - Operations Management and Supervision

Institute of Management Technology
04.2001 -

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Mibin BabichanAssociate Director