Shamsud Ahmed
Shamsud
PUNE
Summary
Optimizing call/data third/captive centre operations and total quality performance through proven expertise in effective process implementation, hands-on leadership, and profit-driven budget management. An incisive professional with more than 19 years of experience in Operations Management, Process Management, Client Servicing, Team Management, Process Excellence, Training and Business Consultancy Service for overseas client. Enthusiastic in approaching organization-wide challenges from many angles and utilizing financial expertise to deliver effective solutions. Collaborative management style with strong leadership instincts and ability to excel independently. Specialized ability to design tools for greater efficiency and profitability. Earned reputation as a perceptive and practical trouble-shooter with unique ability to solve large-scale problems often deemed too challenging for others. Possess excellent cross-functional and management skills which include working across multiple departments as well as third- party BPO - upstream and downstream teams. Resourceful at maintaining excellent client relationship. An excellent communicator with the ability to deal with manpower issues with accuracy & precision. Have successfully spearheaded the bug Ticket Projects with more than 40 projects executed with 4 projects going for Challenge Cup Semi Final in Crewe with an overall validated business benefit of more than GBP 3 million Accomplished Manager with in-depth experience consistently rising through ranks. Well-versed in personnel management, accounting and inventory management. Dedicated to complete knowledge of processes across functions and services for optimized customer service. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
6
6
Languages
Work History
Global Lead Central Config Delivery
BT GLOBAL SERVICE
PUNE
02.2017 - Current
- Provided strategic support as vendor manager and Operations lead for two of BT's major Partners
- Manages more close to 400 FTE across 5 locations working 247/365 delivering complex products in both Voice and Data
- Facilitated open lines of communication between geographically dispersed teams, promoting unified approach towards achieving common objectives
- Improved global delivery processes by implementing efficient project management methodologies and streamlining communication channels
- Championed change management initiatives during periods of organizational restructuring or expansion into new markets, minimizing disruption to ongoing projects or client relationships
- Identified areas of operational inefficiency through data analysis, implementing targeted solutions for long-term improvements in global delivery performance
- Mentored junior team members on best practices in global delivery management, fostering a culture of learning and growth within the organization
- Managed cross-functional teams for successful project execution, ensuring adherence to quality standards and client requirements.
- Effectively managed stakeholder expectations through proactive communication and timely escalation of issues, resulting in higher client satisfaction rates.
- Spearheaded continuous improvement initiatives in the Global delivery model, driving innovation and efficiency within the organization.
- Conducted regular performance reviews and provided constructive feedback to team members for continued professional development and growth.
- Negotiated contracts with clients for favorable terms that aligned with organizational goals, ensuring mutually beneficial agreements were reached.
- Standardized project documentation and reporting procedures, ensuring consistent, accurate information sharing across all levels of the organization.
- Implemented agile methodologies within the delivery process to better adapt to changing customer needs or market conditions while maintaining high-quality outcomes. Consistently delivering and Migration at 98% and RTT at 98%
- We have improved RFT from a very low RFT of 48% to 91% today and the model is tested and can be replicated
- Streamlined the process of Delivery brining a more flexible cross trained team capable of more than 67% product mix delivery
- Implemented risk mitigation strategies to minimize potential roadblocks in the global delivery process, resulting in fewer delays and issues by building teams who can monitor failures RFT
- Developed a comprehensive delivery strategy, leading to reduced costs and increased efficiency across multiple regions
- Enhanced client satisfaction levels with timely and accurate deliveries, establishing strong relationships with key stakeholders
- Identified areas under Service Delivery and got stake holders to realign processes and Business
Manager Operation
BT INDIA LTD
Pune
02.2014 - 03.2017
- Led change management efforts during periods of organizational transformation or restructuring for minimized disruption to ongoing operations.
- Facilitated communication between departments enhancing collaboration in support of shared objectives and overall business success.
- Achieved increased efficiency by optimizing resource allocation and scheduling practices.
- Reduced costs by identifying areas for improvement and implementing cost-saving measures.
- Streamlined delivery by Moving businesses under one Umbrella
- Optimised Operations by developing tools for Number porting
- Optimised Operation for Managed Service by analysing and demonstrating 10% efficiency in Gurugram office
- Clear Delivery Dashboard in PSO world by reducing CAF failure
- RPA in delivery space
- Managed cross-functional teams to ensure timely execution of high-priority projects and initiatives.
- Conducted root cause analyses for operational issues, developing corrective action plans to prevent future occurrences.
- Streamlined operations by implementing process improvements and workflow adjustments.
- Enhanced team productivity through effective performance management and targeted training programs.
- Evaluated vendor proposals, negotiated contracts, and managed relationships to ensure optimal service delivery at best possible price points.
- Monitored processes and procedures, making sure company met compliance regulations.
- Created new methodologies to improve planning process and results.
Senior Operations Manager
First Source Solutions
MUMBAI
01.2010 - 02.2014
- Provides strategic leadership for an international program with combined staff of more than 120 pro reporting directly to the EVP and is responsible for all decision pertaining to the program.
- Established robust performance metrics to track progress against objectives regularly and adjust strategies as needed for success.
- Effectively managed departmental budgets, identifying opportunities for cost reduction and resource optimization.
- Drove revenue growth by identifying new market opportunities and developing targeted sales strategies.
- Involved in transition and moved work from other third party like TechM and Wipro and also involved in initial setup of business from Infosys
- Spearheaded process improvements to reduce errors and increase overall quality in operations management.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Developed comprehensive risk management plans to mitigate potential threats to organizational stability and growth.
- Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
- Consistently improved delivery and passed on Target benefits to customers
- Reduced costs for increased profitability by optimizing resource allocation and eliminating redundant tasks.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Served as a trusted advisor to senior leadership on matters related to operational performance, strategic planning, and organizational development.
- Involved in Consultancy Service for companies like Global Crossing and Level 3 delivering 2 million benefits by streamlining Process and Automation
- Optimized costs to contribute to productivity, cost development and proficiency of central fulfillment operations.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reduced costs for increased profitability by optimizing resource allocation and eliminating redundant tasks
- Championed change management initiatives to facilitate the successful adoption of new technologies or processes within the organization
- Improved operational efficiency by streamlining processes and implementing innovative strategies
- Allocated resources to planned programs according to business objectives
- Optimized supply chain operations, establishing strategic partnerships with key suppliers for cost savings and improved lead times
- Implemented data-driven decision making to inform business strategies and drive operational excellence
Assistant Manager, Operations, Trainings
Infosys BPO
PUNE
02.2008 - 06.2010
- Operations: Handling 6 teams with 75 Process Executives and responsible for all SLA deliverables, Client Satisfaction and Performance Management.
- Training: Ensuring regular TNA’s for process and 100% adherence to client protocol in terms of learning and development
- Managing and maintaining data for COPC, TL 9000 and ESCM as a part of training Compliance
- Ensuring 10% continuum improvement through SME’s and also ensuring 1 O 1 with SME’s and Team Leaders to manage their deliverables on regular basis.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Maintained a clean, safe, and organized store environment to enhance customer experience.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within premises
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Promoted teamwork within workplace by encouraging collaboration among staff members on various project stack
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Improved customer satisfaction by addressing and resolving complaints promptly
Team Leader
Infosys BPO
PUNE
03.2007 - 09.2008
- Handling 3 small teams and was responsible for all SLA deliverables for each of processes, Client Satisfaction, Performance ofteam and MIS Reporting.
- Promoted a culture of continuous improvement by encouraging feedback from all levels of organization and implementing actionable changes accordingly.
- Facilitated effective decision-making processes within group through open dialogue, active listening, and consensus-building techniques.
- Established clear communication channels that ensured timely exchange of information between team members and stakeholders.
- Implemented employee recognition programs that boosted morale and increased retention rates within team.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Maintained inclusive and diverse team culture, promoting respect and understanding among all members.
- Set performance expectations for team, monitoring progress towards goals and providing constructive feedback as needed.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly
Education
Master Program in International Business - MBA HR
United Business Institute Brussels
Mumbai Center 01.2002 - 01.2004
Bachelor of Arts -
Pariyar University
INDIA 01.2007 - 01.2010
Six Sigma Green Belt Certified from Infosys BPO -
INFOSYS
London 01.2007 - 01.2007
Certificate Course in "CHANGE MANAGEMENT" by PETER DRUCKER - UK -
Peter Drucker
London 01.2004 - 01.2004
Middle Management Leadership Program - Infosys through Right Management -
INFOSYS
PUNE 01.2010 - 01.2010
Master of Arts - Psychology
Suresh Gyan Vihar University
Rajasthan 01.2023 - Current
Master of Arts - Sociology
Suresh GyanVihar University
Rajasthan 03.2024 - Current
Skills
Task Delegation
Cost Reduction
Employee Performance Evaluations
Recruiting and interviewing
Operations Management
Employee Scheduling
Workload Management
Team motivation
Staff Training and Development
Staff Management
Orientation and training
Customer Relations
Cost Control
Performance reviewing
Customer Relationship Management (CRM)
Organization and Time Management
Accomplishments
- Best Team Leader Award 2007 - Infosys BPO
- Best Manager Award 2008 - Infosys BPO
- Awarded by Mr. Narayan (Infosys) Murthy for contribution to the business - 2008 (High Performance Award) Best Managed Program 2011 - First Source Solutions
- Best Managed Program 2012 - First Source Solutions
- Best Six Sigma Program - First Source Solutions
- Challenge Cup Semi Final Crewe UK - 2011 - Client
- Challenge Cup Semi Final - Crewe UK - 2012- Client
- Top Gear Award - RP Goenka - RPG Group
- COPC Certification Contributor to Infosys - Recognised
- SPOC for all ISO Certifications
- More than 100 Projects for Challenge Cup for BT
- 32 Projects achieved Blue Ribbon Status - which is a bench mark for quality projects
- 4 Projects were selected for Semi Final of Challenge Cup in CREWE - United Kingdom
- Shortest Transition Timeline from Infosys to Firstsource in 2010 - Acknowledged and Recognised
- World Quality Congress - best Project - 2017-18
Key Areas Of Impact
- Change Management
- Cost Control
- Service Quality Improvement
- Business Process Engineering
- BPR
- Transition Management
- Productivity Improvement
- Supplier Management
- Cross-Cultural Communication
- Inbound/Outbound Calls
- Contract Management
- Continuous Process Improvement
- Conflict Resolution
- Revenue Growth
- P&L/Budget Optimization
Passport
Available
Strengths
Innovative, versatile, strong dedication, target oriented, high level of integrity, strong planner, high level of customer centricity.
Experience in diverse fields in the Business Process outsourcing field - Transition, Training, Operations, HR and Recruitment, Account management, Budgeting, Forecasting, Business Process improvement etc
Quick learner with positive attitude
Personal Information
Date of Birth: 03/14/1978
References
Available Upon Request
Timeline
Master of Arts - Sociology
Suresh GyanVihar University
03.2024 - Current
Master of Arts - Psychology
Suresh Gyan Vihar University
01.2023 - Current
Global Lead Central Config Delivery
BT GLOBAL SERVICE
02.2017 - Current
Manager Operation
BT INDIA LTD
02.2014 - 03.2017
Middle Management Leadership Program - Infosys through Right Management -
INFOSYS
01.2010 - 01.2010
Senior Operations Manager
First Source Solutions
01.2010 - 02.2014
Assistant Manager, Operations, Trainings
Infosys BPO
02.2008 - 06.2010
Team Leader
Infosys BPO
03.2007 - 09.2008
Bachelor of Arts -
Pariyar University
01.2007 - 01.2010
Six Sigma Green Belt Certified from Infosys BPO -
INFOSYS
01.2007 - 01.2007
Certificate Course in "CHANGE MANAGEMENT" by PETER DRUCKER - UK -
Peter Drucker
01.2004 - 01.2004
Master Program in International Business - MBA HR
United Business Institute Brussels
01.2002 - 01.2004