Mohammad Shibli Siddique
Team Lead - Operation
G. Noida West
Summary
Over 10 years of experience across ITES/BPO industry and Accomplished Assistant Manager with in-depth experience consistently rising through ranks. Well-versed in sales, personnel management, accounting and inventory management. Dedicated to complete knowledge of company products and services for optimized customer service. An Out-of-the-Box thinker with a flair for identifying & adopting emerging trends & addressing industry requirements to achieve organizational objectives and profitability norms. Proficiency in streamlining business processes, defining continuous improvement processes, accelerating employees' strengths and building powerful teams that can conquer any obstacles. Accomplished Assistant Manager with in-depth experience consistently rising through ranks. Well-versed in sales, personnel management, accounting and inventory management. Dedicated to complete knowledge of company products and services for optimized customer service.
Overview
3
3
years of professional experience
Work History
Team Manager
Vaco Binary Semantics
06.2021 - Current
- Location: Deployed onsite at Google, Gurugram
- Team Management: Overseeing a team of 100-120 research analysts and senior research analysts
- Leadership: Managing 4 Assistant Leads and 6 Subject Matter Experts (SMEs)
- Project Management: Leading projects within the Knowledge Graph program for Google Search Engine
- Responsibilities: Conducting data research, warehousing, and curation
1. Integrating datasets from various schemas for the Google Knowledge Graph
2. Visualizing data to ensure accuracy and enhance user experience
3. Performing pre-flight checks and preparing project charters for stakeholder approval
4. Organizing project kick-off meetings and creating responsibility matrices
5. Controlling tasks, milestones, and updating project dashboards
6. Facilitating knowledge transfer for a geographically diverse project team
7. Ensuring project quality and maintaining high standards
8. Communicating performance and analysis with internal and external stakeholders
9. Managing KPIs, service levels, productivity, and quality
10. Collaborating closely with clients on guidelines and addressing feedback and escalations
11. Reporting to clients with a quality target of 99.9%
12. Utilizing the Buganizer tool for bug analysis and rectification
13. Developing quality and productivity guidelines
14. Providing coaching and feedback to team members
15. Sharing performance reports and implementing action plans for service delivery issues
16. Conducting daily, weekly, monthly, and quarterly performance reviews, coaching, and mentoring
17. Preparing and presenting business reviews to clients on a weekly, monthly, and quarterly basis
18. Coordinating with cross-functional teams for root cause analysis of escalated tasks
19. Involvement in staffing and maintaining low attrition through high employee motivation and development
20. Controlling shrinkage through team bonding and one-on-one sessions
Assistant Manager
WNS Global Services
- Deployed Google onsite, Gurugram
- Manage a group of 80 Account Managers and 4 Leads
- Creating dashboard, analyzing and providing insights to customer for their Ads performance
- Create and administer surveys in support of customer engagements to collect insights from potential customers of client
- Partner with Consultants to graphically depict user trends and insights from customer database; create captivating messages that simultaneously deliver strong content with compelling visuals
- Analyzing customers' business data to present a solution and plan for marketing though Google Ads
- Conducting daily scrum standup with the team to seek update and check impediments on tasks Partnering with cross organizational optimization team to track and maintain the performance of top clients/accounts
- Preparing weekly/monthly/quarterly business reviews with clients to discuss highlights of the week/month/quarter
- Identify the issues/challenges and solutions
- Keeping the partner team updated on Google Advertising Policies (YouTube content and other campaign)
- To take care of the productivity and Quality target
- Involved in cross trainings of the Account Managers
- Taking care of Quarterly productivity target by preparing and implementing action plans
- Giving coaching and feedback
- Involved in staffing
- Sharing performance report, implementing action plan for any miss on service deliver
- Communicating with internal and external stake holders on performance and analysis
- Daily/Weekly/Monthly/Quarterly performance review, coaching and mentoring
- Taking team huddles
- Preparing business review (Weekly/Monthly/Quarterly) and presenting it to Clients
- To maintain the attrition level to the minimum through maintaining high employee motivation level and continuous employee development
- To control shrinkage through team bonding and One-O-One sessions.
Sales Manager
Connections Teleservices
- Managing SLAs
- Taking care of the sales target
- Taking care of service delivery to generate revenue, delighting clients to attract more business, giving value for money to clients, etc
- Sharing performance report, implementing action plan for any miss on service delivery, resolving client escalations, etc
- Daily/Weekly/Monthly performance review, coaching and mentoring
- Preparing business review (Monthly/Quarterly) and presenting it to internal stakeholders
- Reduced operations cost through outsourcing and technology improvement
- Managed a span of more than 60 agents and 4 team leaders.
Senior Team Manager
Sparkle Ventures
- Manage a group of 40-45 agents
- Managing 1 Team lead & 2 SMEs
- Taking care of service delivery to generate revenue, delighting clients to attract more business, giving value for money to clients, etc
- To take care of the productivity and Quality target
- Taking care of quality matric by preparing and implementing action plans
- Giving coaching and feedback
- Sharing performance report, implementing action plan for any miss on service delivery, resolving client escalations, etc
- Daily/Weekly/Monthly performance review, coaching and mentoring
- Taking team huddles
- Preparing business review (Monthly/Quarterly) and presenting it to internal stakeholders
- To maintain the attrition level to the minimum through maintaining high employee motivation level and continuous employee development
- To control shrinkage through employee engagement and Fun at work activities.
Senior Team Leader & HRSC Executive
HCL Technologies Ltd.
- Manage a Group of 25-30 product engineers including 2 Leads and 2 SMEs
- Sharing feedback on Productivity and Quality parameters
- To reduce the consumer complaints to business
- Improvising the One Touch Resolution (OTR)
- Evaluate action plan, define measure of success and drive & chase individual and team targets
- Take team huddles to drive performance and manage change
- Prepare EOM summary (Monthly Review) and call out performance reasons and determine and execute action plan for individual and team deficiency from designated targets (on productivity & Quality metrics)
- Evaluate/Trace action plan adherence, define measure of success and drive & chase targets
- Coach and develop people on Quality and Discipline measures through action plan
- Identify and manage personal/professional Conflict and Counsel Performance through individual one-o- ones or Team Huddles
- To maintain the attrition level to the minimum through maintaining high employee motivation level and continuous employee development
- Knowledge and ability to use data processing packages like MS Office in order to generate, analyze and present information
- Data analysis, Performance trend identification and developing improvement curriculum
- Involved In new service transitions to operations with minimizing negative impacts and maximizing revenue
- Capacity Planning in 24/7 support model
- Involved in BCP and Disaster Recovery
- To control shrinkage through employee engagement and Fun at work activities.
Education
Monad University
Skills
Operations Management
Product and service knowledge
Employee Performance Evaluations
Cost Reduction
Strategic Planning
Project Management
Performance reviewing
Teamwork and Collaboration
Corecompetencies
- Client Requirement Mapping: Aligning client requirements with process development and implementation, ensuring adherence to predefined guidelines.
- Process Monitoring and Improvement: Overseeing process functionality, identifying areas for enhancement, and implementing measures to maximize customer satisfaction.
- Reporting and Decision Support: Preparing MIS reports and other statements to update management on process operations, aiding in critical decision-making.
- Service Operations Management: Managing service operations to deliver high-quality services, providing first-line customer support, resolving queries, and minimizing turnaround time (TAT).
- Quality Standards: Establishing and maintaining quality standards for operational areas, ensuring a superior customer experience while adhering to SLAs and work processes.
- Process Improvement Strategy: Promoting awareness of process improvement strategies and methodologies to ensure maximum operational efficiency.
- Root-Cause Analysis: Conducting root-cause analysis and implementing preventive measures to address repeated escalations.
- Service Delivery Optimization: Managing and improving processes related to service delivery and support functions.
- Process Improvement Calls: Leading process improvement calls and preparing reports analyzing process performance.
- Team Leadership and Development: Recruiting, training, and monitoring team performance to maintain excellence in service operations.
- Performance Management: Implementing performance management processes, including objective setting, development planning, and quarterly/annual reviews.
- Training Effectiveness: Evaluating training and development program effectiveness, formulating training strategies, and determining suitable instructional methodologies and formats.
Additional Information
• MS Excel & Google Sheets
• MS PowerPoint & Google Slides
• MS word and Google Docs
• Active directory (Lightweight Directory Access Protocol)
• Outlook
• Exchange Server
• YouTube Content policies
• Google Plex
• Google AdWords
Projects
- Team Establishment: Formed a new team of 40 analysts with 2 leads for a new branch.
- Performance Improvement: Achieved reduction in Average Handle Time (AHT) and increased First Point of Contact (FPOC) resolution for complaints.
- Project Launches:Geo Slice Project: Managed pre-flight to launch, ensuring smooth implementation.
Government Badge Add Project: Successfully transitioned the project by defining its scope, streamlining operations, and optimizing utilization.
Professional Enhancements
- Interpersonal Skills Training
- Effective Feedback/ Coaching Technique
- Communication & Presentation Skills
- Goal Setting & Managing Performance
- Planning & Prioritizing
- Competency Based Interviewing Skills
- Leadership Skills
- Attrition Management
- Motivation & Enthusiasm
- Enhancing Thinking Skills
Languages
English
Hindi
Urdu
Personal Information
- Father's Name: Late. Mohammad Shafiq Siddique
- Date of Birth: 01/01/86
- Marital Status: Married
Bagged
- Transitioned (end to end) 2 new projects successfully Ops (VBS)
- Won the Best Assistant Manager-Ops (WNS)
- Training completed on goal setting, developing employees, people management.
- Twice won the best TL quarterly award in (HCL Technologies Ltd)
Timeline
Team Manager
Vaco Binary Semantics
06.2021 - Current
Assistant Manager
WNS Global Services
Sales Manager
Connections Teleservices
Senior Team Manager
Sparkle Ventures
Senior Team Leader & HRSC Executive
HCL Technologies Ltd.
Monad University
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