NIKHIL ASHOK PATIL
Dombivli-Thane
Summary
Results-oriented professional with over 15 years of experience in Operations, Training, and Quality Management. Proven expertise in leadership, project management, process improvement, and quality management systems. Notable achievements include implementing Standard Operating Procedures (SOPs), expanding audit coverage, and revamping the Quality Control framework. Certified Six Sigma Black Belt and Green Belt, with a strong foundation in Lean Six Sigma methodologies. Certified in Quality Management Systems (QMS) ISO 9001:2015, demonstrating a commitment to maintaining high-quality standards. Certified Risk Management FMEA ISO 31000 Expert, skilled in identifying and mitigating organizational risks. Proficient in MS Office tools and Power BI, adept at data analysis and visualization. Experienced in leading teams, optimizing processes, and driving operational excellence. Strong communicator and collaborator with a strategic mindset.
Overview
14
14
years of professional experience
Work History
Senior Manager Quality Assurance
Property Pistol Realty Pvt Ltd
02.2023 - Current
- Over dynamic career at Property Pistol Realty Pvt Ltd, have demonstrated proven track record in spearheading comprehensive initiatives in Operations, Training, and Quality Management.
- Lead and manage the Quality Assurance (Audit) team, overseeing the development and implementation of quality control processes and procedures.
- Revamped Quality Control (QC) Framework: Redesigned Quality Control framework with 5-step approach, including SOP creation, defining audit processes, conducting QA sessions, performing audits, and ensuring timely report publication.
- Crafted and engineered reporting dashboards that offer meticulous insights and data analysis on Quality Control (QC) scores and errors across all processes.
- Standard Operating Procedures (SOPs) Enhancement: Standardized SOP structures, incorporating flow charts and new formats, and ensured maintenance for all programs and processes.
- Skill Development and Training: Enhanced team capabilities through comprehensive cross-training on Quality Management System methodologies. Conducted multiple skill development training sessions covering time management, Root Cause Analysis, 7 QC tools, Advanced Excel, and email etiquette.
- Performance Feedback and Audit Gaps Closure: Ensured timely feedback on Key Result Areas (KRAs) and provided detailed quarterly performance reports to team. Conducted (ATA) audits for departments beyond standard processes, identifying and addressing major gaps.
- Training Needs Analysis (TNA) Implementation: Implemented TNA based on audit-derived errors, collaborating with training team for thorough assessments.
- Implemented comprehensive quality calibration system involving active collaboration with all stakeholders. This initiative aimed to refine processes by establishing standardized quality assessments.
- Conducted regular quality audits and inspections for all verticals including Operations, HR, Admin, Finance, Accounts & IT to identify areas for improvement and implemented corrective actions.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Collaborate with cross-functional teams to identify areas for process improvement and implement corrective actions to enhance overall quality and efficiency.
- Provided strong leadership to enhance team productivity and morale.
- Actively participate in strategic planning sessions to align QA initiatives with organizational goals
- Developed and maintained Power BI dashboards to track key performance metrics, resulted improvement in data visibility.
- These achievements underscore my proficiency in driving operational excellence, fostering quality improvement, and contributing significantly to the organization's success.
Senior Associate Manager Quality
Sutherland Global Services Pvt Ltd
10.2010 - 02.2023
- With a comprehensive background spanning 13 years at Sutherland Global Services, I have garnered extensive experience in Operations, Training, and Quality. My track record reflects substantial and successful contributions in areas such as management, leadership, project management, process improvement, and quality management systems.
- MBR & WBR- Created Presentation of Quality insights in the Weekly Business Review and Monthly Business Review (For Clients and internal Leadership Team)
- People Management skills- Managed the Quality team for the Mumbai region, providing support to a workforce of 600+ employees. Guided and assisted the team in achieving their goals.
- 7 QC tools- Implementation of 7 QC tools in daily work ( data reporting & data analysis )
- Six Sigma – Yellow belt Trained
- CIF- Continuous Improvement Framework: Created a CIF framework model to improve the performance every month.
- Dashboard- Visualizing data, creating statistical, analytical and detail oriented dashboard
- FMEA- Managing FMEA team for multiple sites to reduce process hygiene issues Speech & Text Analytics Tool- Worked AI team to build the Dashboard
- Possess proficiency in utilizing MS Office tools such as Excel, PowerPoint, Word, etc., incorporating them into daily analytical, reporting, and presentation tasks. Additionally, adept at working with Power BI.
- Business analytics and improvements Impact Analysis, Understanding the root cause, sharing TNA, and preparing an Action plan to improve performance using various strategies.
- Business Process Improvement Projects- Using various tools and techniques like Kaizen, Lean, and Six Sigma to eliminate waste, reduce errors, and Improve performance.
- Planned, created, tested, and deployed system life cycle methodology to produce high-quality systems to meet and exceed customer expectations.
- Developed detailed plans based on broad guidance and direction.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Education
Bachelor of Commerce -
Dr. Babasaheb Ambedkar Marathwada University
Skills
- Six Sigma Black Belt Certified
- Six Sigma Green Belt Certified
- ISO 9001:2015 QMS
- Certified Risk Management, FMEA, ISO 31000 Expert
- People management and leadership skills
- Problem Solving and Strategic Planning
- Training and Development
- Lean Sigma Methodologies
- Data Analysis and Data-Driven Decision-Making
- Cross-Functional Collaboration and Organizational Improvement
- Risk Analysis and Mitigation
- Continuous Improvement Framework
- Quality Assurance Methodologies
- Internal auditing, inspections, and regulatory compliance
- Root Cause Analysis and Process Improvements
- Power BI
Languages
- English
- Marathi
- Hindi
Projects
1) CPP(Customer Protection Policy) violation error reduction project: For every CPP violation error, the process had a penalty for the clients. By running this project, the process has saved more than $10,000 in penalties every quarter
2) Repeat Control Project: A project to control the repeat percentage; received recognition from the Site VP for achieving the Repeat metric transfer reduction project
The transfer rate metric was not achieved by the site for several months I ran a project to understand the root cause of the high transfer rate for the site, and I initiated action plans to reduce the transfer. This also helped the site achieve the target, and increased the attainment
4) CSAT, DSAT Analysis: Understanding the root cause of DSAT surveys, and providing feedback to control the metric, and improve the NPS score
5) MIP - Monitoring Improvement Plan, Monitoring Improvement Plan - a process designed to support consultants who have challenges in meeting quality targets, VOC
6) Voice of Consultants - A process improvement project that successfully benefited the clients and customers
7)Customer Journey Mapping- A project was initiated to understand the journey of customers' concerns when handled by multiple departments, the Resolve Rate Improvement Project, which aimed to improve the resolve rate for the center, and achieve the desired outcomes. After a deep analysis, an action plan was implemented, and the project was successful
8) VDNB: A project ran to reduce revenue leakage, help the organization reduce unnecessary site visits, and improve the conversion ratio
9) Mandate Sales Improvement Project: Led a comprehensive Sales Improvement Project at Property Pistol Realty Pvt Ltd, implementing tailored Performance Improvement Plans (PIPs) for underperforming sales representatives, conducting targeted training sessions, and optimizing sales processes, resulting in a 25% increase in quarterly sales revenue, and enhanced customer satisfaction
Personal Information
- Date of Birth: 11/18/1987
- Nationality: Indian
- Marital Status: Married
- Title: Senior Manager -Quality Assurance
Languages
Marathi
First Language
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Timeline
Senior Manager Quality Assurance
Property Pistol Realty Pvt Ltd
02.2023 - Current
Senior Associate Manager Quality
Sutherland Global Services Pvt Ltd
10.2010 - 02.2023
Bachelor of Commerce -
Dr. Babasaheb Ambedkar Marathwada University
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