Saquib Shahnawaz

• Task Mining activity to identify automation and process standardization opportunity
• Driving E2E improvement in T2R, B2C and I2P space within the organization.
• Evaluated stakeholders needs and feedback to drive service improvements.
• Developed customized training programs to elevate employee skills and drive continuous improvement culture.
• Enhanced operational performance with data-driven analysis and recommendations for key stakeholders.
• Optimized resource allocation through strategic capacity planning, balancing workload across departments.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
• Facilitated process mapping sessions to gain insights into existing workflows, ultimately redesigning them for optimal performance.

• Setting up the model for predictive analysis to understand customer requirement from Net Promoter Score
• Using Six Sigma and Lean tools to provide insights to improve revenue, process and reduce errors
• Setting up the model for inner and outer close loop process for customer feedback
• Identifying opportunity for improvement by analyzing the customer Journey maps
• Providing insights into the Customer Feedback through TEXT ANALYTICS in Medallia.
• Usage of Power BI to extract insights from customer data
• Providing effective root cause insight drawn from multiple pieces of data analysis and test hypothesis to make appropriate recommendations for solution implementation.

Leading as BCM for projects in Service Operations & Service Design roll out in Service Delivery space.

• Stakeholder Management
• Drive End to End communication for the assigned initiatives, keep people Informed and engaged - outline expectations & key messages
• Design the Training Plan & Support Deployment for assigned initiatives
• Risk Assessment
• Drive Business Change Outcome
• Handing over to BAU
• Sustaining the change

Implementation of Workforce Management tool across Kolkata site and Model office in Gurgaon - Covered more than 150 employees and 15% of cost benefit delivered

Adaption of MY PD tool across Service Design service line - covered 300+ employees across location and 10% cost benefit delivered

• Establishing CI cultural thinking within all layers of the organization in Kolkata.
• Direct & Indirect cost benefits delivered - £1.5 Million
• Leading cultural change resulting in increase in employee engagement & Improvement in the CI maturity of the teams.
• Designing CI Carnival to improve Engagement & knowledge among employee. This was recognized as best practice & was replicated across India & Hungary BT centers.
• Improvement in customer facing KPIs - RFT%, Queue Management and Quality for the Kolkata Centre
• Mentored and coached employees through Lean Certification process , resulting in 18 Lean certified employees within a year

• Conducting closed incident audits for Service Assurance & RCA for RFT failure.
• Audit the auditor done to improve right first time in audits.
• Highlight gaps and areas for potential improvement in Global Services through improvement projects
• Part of the Operational Continuous Improvement Lead team, which drives Continuous Improvement cross BT.

• Auditing outbound calls.
• Out calling for CSAT survey to collect VOC’s and work to improve it
• Initiating & publishing the Quality dashboard.
• Organizing refresher sessions with the marketing executive in order to improve their performance

• Quality check and assurance with respect to grievances posted on websites
• Sharing the Findings/process change/improvement opportunity with the Stake holders.
• Calibration sessions with Corporate to align oneself with the audit process.
• Bench marking activity to identify opportunity for improvement.