Saurabh Rajput
Mumbai
Summary
Experienced professional with 6+ years of expertise in Process Excellence, Program Management, Automation, and Strategy Execution. Proven track record in leading cross-functional teams to drive efficiency, enhance customer experience, and implement innovative solutions resulting in significant cost savings. Proficient in data analytics and automation tools such as Power BI, Power Automate, and SQL to optimize processes. Certified Lean Six Sigma Green Belt delivering impactful business results and recognized with multiple performance excellence awards.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Manager – Business Excellence
Tata Play Limited
Mumbai
12.2022 - Current
- Directed a comprehensive initiative that successfully addressed key customer pain points, overseeing 20 cross-functional projects aimed at diagnosing root causes and implementing effective solutions. This led to a noteworthy 15% reduction in inbound calls.
- Managed company-wide project to automate and consolidate team reports, resulting in enhanced organizational efficiency and timely delivery of monthly report for leadership review.
- Streamlined the installation process and customer calling journey to reduce general query calls by an impressive margin of 20%.
- Performed thorough feasibility study and ROI analysis on company's key Gen AI projects, producing actionable insights with potential annual savings exceeding INR 300 Cr.
- Spearheaded churn analysis project targeting Binge app users, uncovering primary sources of customer dissatisfaction and successfully rectifying unethical behavior by partners.
- Decreased recharge failure rate by 30% and achieved an NPS score increase of two points through collaboration with product team.
- Gained proficiency in Power Platforms and established an internal project management app, resulting in notable reduction of man-hours and driving cost savings.
Assistant Manager – Process Excellence
OLA
Bangalore
11.2021 - 11.2022
- Successfully spearheaded RCA as part of a Six Sigma project aimed at enhancing the overall experience for customers and partners. Implemented changes to products, policies, or processes resulting in a reduction of complaints by 30%.
- Established a data-driven Driver Behavior Policy after examining metadata to segregate drivers based on daily behavior, facilitating precise involvements by agents, yielding a 20% surge in performance
- Created automated dashboards utilizing past data to assist agents in resolving customer and partner inquiries, resulting in a 20% reduction in ticket resolution time.
- Established market-specific robust policies and processes for mobility sector through collaboration with cross-functional teams from UK, New Zealand, and Australia.
- Analyzed data extensively within Ola's eCommerce division, retroactively identifying flaws present within manual workflows, and proactively detecting fraudulent behavior associated with certain pin codes. Employed these observations in creating individualized interventions that yielded impressive results, a remarkable 40% decline in product returns coupled with heightened levels of customer satisfaction.
- Developed and implemented 34 Process Flow Diagrams (PFDs) and Standard Operating Procedures (SOPs) for Ola's eCommerce businesses, Ola Foods and Dash. Analysis of product and process gaps resulted in a 50% decrease in customer inquiries concerning product understanding and usage, greatly enhancing customer satisfaction.
Process Engineer
Hindustan Zinc Limited
Udaipur
05.2018 - 10.2021
- Guided and supervised a team consisting of 6 Graduate Engineer Trainees and 22 Graduate Trainees to effectively oversee the commissioning process for an INR 400 Cr lead and zinc production plant, achieving its operational readiness.
- Led a six-sigma project to implement Advanced Process control (APC) and enhance lead and zinc recovery from mineral ore, resulting in 1% increase. This initiative generated an overall savings of INR 5 Cr.
- Implemented Debottlenecking measures at the Lead and Zinc production plant, resulting in a 40% increase in annual production and generating an additional INR 30 Cr in annual revenue
- Managed and coordinated cross-functional teams with a membership of over 50, facilitating uninterrupted operations.
- Streamlined reporting to the leadership team using custom automated dashboards designed for greater efficiency.
Education
SRM University
Kattankulathur, Chennai05.2018
Skills
- Strategy & Execution
- Program Management
- Project Management
- Automation
- Process Optimization
- Process Improvement
- Data Analysis
- Reporting & Analysis
- Root-Cause Analysis
- Cross-functional Team Management
- Stakeholder Management
- Team Mentorship
- Workforce Management
- Performance Monitoring Dashboards
- Key Performance Indicators
- As-Is Study & Benchmarking
- SQL
- MS Visio
- Power Automate
- Power BI
- Advanced Excel
- Power Platforms
- Minitab
- Lean Six Sigma
- Collaboration
- Problem Solving
- Analytical Thinking
- Operations Management
- Project Planning
Certification
Certified Lean Six Sigma Green Belt (Credential ID-G202115655)
Accomplishments
- Awarded as one of the top performers under Vedanta’s VLDP and V-Reach Program.
- Recognized with the Best Performer Award for identifying and implementing automation opportunities at Tata Play.
- Commissioned a Lead-Zinc beneficiation plant worth ₹ 400 crore along with L&T.
- Led a project to establish a unified control room in collaboration with McKinsey.
Affiliations
- Acquired Silver Medal in district Boxing Championship.
- Led teams to victory in several corporate cricket tournaments at Vedanta, Ola, and Tata Play.
- Won several LAN gaming tournaments organized by SRM at Techno Fests such as Aarush and Milan.
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Manager – Business Excellence
Tata Play Limited
12.2022 - Current
Assistant Manager – Process Excellence
OLA
11.2021 - 11.2022
Process Engineer
Hindustan Zinc Limited
05.2018 - 10.2021
SRM University
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