Sanjay Kr. Thakur
Vice President - Operations & CSD
Delhi,
Summary
MBA, PGDCA, Lean Six Sigma & Project Management certified with 23 Yrs. of exp (15 Yrs. in Digital Cable TV & 8 Yrs. in ITeS/BPO), with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
23
23
years of professional experience
2
2
Certifications
Work History
Vice President - Operations & CSD
Metrocast Network (I) Pvt Ltd (Digital TV - MSO)
Kolkata
04.2016 - Current
- Heading Cable TV & ISP Business for West Bengal
- Acquisition & Adding/Growing the size of subscriber base as per business plan
- Managing operators/dealers, distributors, and direct customers of the company
- Building strong business strategy basis on customer demand and competitor analysis
- Carriage and content management with Broadcasters
- Heading customer service, contact center, statutory compliance, and audit for pan India.
- Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands
- Prepared annual budgets with controls to prevent overages.
- Improved employee satisfaction rating by realigning and enforcing policies.
- Established performance goals for department and outlined processes for achievement.
- Led operational team in development, rollout and management of new product lines.
- Identified opportunities to improve business process flows and productivity.
- Identified issues with production, workforce and material sourcing and implemented successful solutions.
- Performed statistical analyses to gather data for operational and forecast team needs.
Manager – CRM
Noida Software Technology Park Ltd (Digital TV - MSO)
Delhi
04.2013 - 02.2016
- Managing all processes for Cable TV business for the module like CRM, Contact Centre & Billing-Collection
- Managing new product designing and testing, deploying at respective users end (Internal & External)
- Drive continuous process and procedure improvements for minimum TAT and command failure
- Designing CSD processes like CRC, OSS, BSS, Dunning & Retention in line with the policies and implementing that with the help of Program Development Team (IT) team
- Managing & leading teams of Operations support, Billing, Collection, & Business excellence
- Overall deployment and implementation of support system and ensure better delivery and high C-SAT followed by UAT
- Undertakes pro-active reviews with cross functional verticals viz Sales, Marketing, IT, Network for all modules and identify the areas of improvement
- Identify the customer pain points, Understanding the appropriate solution, strengthen the customer by providing on time support and system delivery
- Prepare the process & Training documents including Standard Operating Process, Product Manual etc
- Adhere & maintain Service Level Agreements & Operational Level Agreements and ensure Quality and Regulatory Compliance Management (TRAI) for the respective Lines of Business.
Sr. Manager - Projects & CSD
Wire & Wireless India Ltd (Siti Cable - MSO)
Delhi
01.2007 - 02.2013
- Managing complete IT project for Customer Service Delivery & Billing (Pre-Paid and Post Paid)
- Act as a single point of contact for requirement specification gathering / functional specifications from the stakeholders & point of contact for escalations and resolutions for critical & priority issues
- Prepare the project & process documents including Standard Operating Process, SOWs, GANT Chart & PERT Chart etc
- Identify Risk & develop Mitigation plan, Control Self-Assessment, Assumptions, Issues, Dependencies & Check points as part of overall Project Life Cycle
- Managing CRM for module like Inventory, Customer Provisioning, Billing, Collection, Customer Care & Report module
- Responsible for all regulatory affairs & compliances (TRAI / TDSET) for all the circles & controlling and significant role in managing and driving statutory audits & auditing rolled-out standardized processes to ensure compliance
- Establishing and driving Service Improvement program & LEAN Concept.
- Developed proposals and presentations for internal and external audiences.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Implemented productivity benchmarks across all departments to maximize company revenue.
- Provided strong leadership to enhance team productivity and morale.
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.
- Held monthly meetings to create business plans and workshops to drive successful business.
Manager - Data Services
Machwan Communication & Research Pvt. Ltd
Delhi
01.2003 - 12.2006
- Process Initiation & Implementation for Inbound, outbound process for Lead Generation, Data profiling & Market Research projects
- Development & execution of campaign loyalty program
- SPOC for all projects technical requirements, delivery perspective & budgeting
- Meeting with clients for project briefing, review, and address their query regarding service and invoicing
- Liaising with project stakeholders & vendors on an ongoing basis
- Quality monitoring, data scrutiny, back checking and field visit to validate the data
- Analyzing and generation of report for Lead/Profiled database of all the projects
- Team recruiting & staffing, motivates agents, and builds team morale
- Organizing training & development assembly for team towards continuous improvement
- Monitors team performance & provides developmental feedback
- Develop and deliver progress reports, proposals, requirements documentation, and presentations.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Applied customer feedback to develop process improvements and support long-term business needs.
System Administrator
Netedge Technology Pvt. Ltd
Delhi
04.1999 - 12.2002
- Network planning and installation for a network of over 100 clients including Linux Proxy & Windows NT server operating systems
- Monitoring and tuning network performance with emphasis on minimum downtime and render technical support for resolving user’s problems in mixed environment of Windows 98/NT4.0/2000
- Scholastics, Trainings & Achievements:
- Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
Education
MBA - Marketing & Operations
Amity University
Noida (Uttar Pradesh) 04.2001 -
PGDCA -
IGNOU
Delhi 04.2001 -
B. Com -
CCS University
Meerut (Uttar Pradesh)Skills
Customer Satisfaction
undefinedCertification
Six Sigma (Green Belt) from Indian Statistical Institute (Delhi) – Topper in Batch.
Accomplishments
Professional Communication Skills.
Effective Planning & Organizing Skills.
Effective Decision Making & Communication Skills.
LEAPS (Leadership Excellence for Achieving Performance Synergies).
Team Building & Teamwork through outbound learning activity.
Additional Information
Awarded as ‘Personality of the Month’ in Oct 2009 for outstanding performance in Migration Project.
Appointed as all India Subscriber Management System in-charge for Headend-In-The-Sky (HITS) in 2009.
Awarded by ‘Performer of the Year’ in 2010 for Migrating SMS application to the In-house developed application.
Awarded by CEO for System Transition and Upgrade in 2011.
Appreciated by HOD for training 700+ Operators on SMS process and empower them to handle day to day customer service operation in 2012.
Timeline
Vice President - Operations & CSD
Metrocast Network (I) Pvt Ltd (Digital TV - MSO)
04.2016 - Current
Manager – CRM
Noida Software Technology Park Ltd (Digital TV - MSO)
04.2013 - 02.2016
Six Sigma (Green Belt) from Indian Statistical Institute (Delhi) – Topper in Batch.
06-2010
Certification in Project Management
01-2008
Sr. Manager - Projects & CSD
Wire & Wireless India Ltd (Siti Cable - MSO)
01.2007 - 02.2013
Manager - Data Services
Machwan Communication & Research Pvt. Ltd
01.2003 - 12.2006
MBA - Marketing & Operations
Amity University
04.2001 -
PGDCA -
IGNOU
04.2001 -
System Administrator
Netedge Technology Pvt. Ltd
04.1999 - 12.2002
B. Com -
CCS University
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