Vimal Kishore
Senior Manager
Gurugram,Haryana
Summary
Strategic leader with 20 years of proven expertise in end-to-end Quote-to-Order processes within the telecom industry, encompassing project management, business operations, order management, service delivery, billing, and revenue assurance. Adept at steering large-scale teams and complex operations while consistently championing organizational vision and values. Recognized for effectively navigating challenges, driving operational excellence, and delivering innovative solutions that align with business objectives.
Overview
20
20
years of professional experience
Work History
Senior Manager
HCL Technologies
11.2024 - Current
- Leadership & People Management: Leading large-scale operations in the end-to-end Quote-to-Order process for a leading U.S. telecom client. Skilled in managing and motivating a team of 150+ FTEs, ensuring seamless execution from initial quoting and order delivery.
- Process Ownership: Expertise in managing quoting, order validation, provisioning, and delivery, ensuring compliance with SLAs and quality standards.
- Process Ownership: Expertise in managing quoting, order validation, provisioning, and delivery, ensuring compliance with SLAs and quality standards.
- Operational Excellence: Strong focus on streamlining processes, reducing cycle times, and improving order accuracy through automation and best practices.
- Stakeholder Collaboration: Effective communicator with experience partnering across sales, operations, and delivery teams to align business objectives and customer needs.
- Performance Management: Skilled in setting KPIs, monitoring metrics, and driving continuous improvement initiatives to achieve organizational goals.
- Transition: Ensured seamless vendor transitions to HCL, preserving customer experience during handover.
Manager
AT&T Telecommunications (On Payroll of Value Onshore Advisors)
05.2023 - 11.2024
- Lead a 120-member global Service Delivery team across India and Slovakia, focused on maintaining and expanding enterprise customer base.
- Oversee end-to-end service delivery including new installations, service upgrades/downgrades, and customer-initiated disconnections.
- Manage project/program delivery by controlling scope, time, cost, quality, resources, risks, and escalations.
- Approve comprehensive project closure documentation including technical details, network diagrams, site pictures, and lessons learned.
- Drive process improvement, system/tool development, and implementation initiatives to enhance efficiency and customer satisfaction.
- Conduct hiring, training, and mentoring programs for new employees and junior team members, fostering professional growth and capability building.
Assistance General Manager
East West Assit / Volo Health Insurance TPA Pvt Ltd.
03.2023 - 05.2023
- Operations Management: Oversee day-to-day operations, ensuring claims processing, customer service, and other functions run smoothly and efficiently.
- Team Leadership and Supervision: Manage and guide a team of executives, claims processors, and customer service representatives. Provide training, set performance standards, and ensure team members meet their targets.
- Claims Processing Oversight: Monitor the accuracy and timeliness of claims processing, ensuring compliance with the policy terms, and addressing any discrepancies or delays.
- Client Relationship Management: Act as the primary point of contact for insurers and clients. Address client concerns, manage expectations, and ensure service levels meet contractual obligations.
- Stakeholder Communication: Maintain communication with insurers, healthcare providers, and policyholders to streamline processes and resolve any issues.
Senior Team Lead
COLT Technology Services
06.2006 - 03.2023
- Heading a Service Delivery team of 120 individuals, our mandate is to ensure the seamless provision of telecom services for global enterprise customers across the APAC, ME, Europe, and US regions.
- Job starts by reviewing the business case and preparing the comprehensive project document covering scope, budget, time, cost, quality, resources and inventory reconciliation for new service installations to existing service grooming (upgrades/downgrades), and disconnections.
- Manage Program / Project(s) delivery by collaborating with various cross-functional teams including Sales, Access Management, Order Management, Solution Architects, Procurement, and Project Coordinators.
- Conducting kick-off calls with the customer's headquarters through weekly conference calls to share project progress trackers and address any concerns or potential risks.
- Leading meetings with ISPs, third party vendors and aligning objectives with statistical models to track progress effectively.
- Took proactive measures to manage project jeopardies, operational issues, and conduct risk assessments, escalating potential risks as needed. Upon project completion, we compile comprehensive closure documents capturing technical details, network diagrams, customer site visuals, and invaluable lessons learned.
- Handle third-level escalations for internal & external stakeholders and customers, ensuring swift resolution and maintaining client satisfaction.
- Actively engaged in process improvement, process making & implementation, system & tools development to enhance customer satisfaction and service delivery standards.
- Conduct new hirings, technical and management training sessions to groom and empower junior team members and new recruits, fostering a culture of continuous learning and professional development within our team.
Education
Bachelor of Arts - English
Vinayaka Mission Sikkim University
Skills
SQL and VBA scripting
Advanced Excel and Power BI
Project management and process improvement
Cross-functional collaboration
Client relationship management
Team leadership and training
Data analysis and data-driven decision-making
Strategic planning and operational efficiency
Process improvement knowledge
Business performance management
Accomplishments
- Led the migration of a major telecom’s billing platform from legacy systems to the advanced Kenan Fx environment, ensuring seamless transition and improved operational efficiency.
- Optimized dispute resolution timelines: Reduced average resolution time for 3rd-level billing disputes from 10 days to 4 days for the Netherlands Billing Helpdesk, and from 13.67 days to 6 days for the Germany Billing Helpdesk, significantly enhancing customer satisfaction and operational performance.
- Core contributor to Business Continuity Management System (BCMS) implementation, strengthening organizational resilience and risk management capabilities.
- ISO 9001:2008 Implementation Team Member: Played a pivotal role in establishing quality management standards and trained internal auditors from QLS to ensure compliance and continuous improvement.
- ISO 27001 Implementation Team Member: Supported the deployment of robust information security management practices, safeguarding data integrity and reinforcing compliance with global standards.
Additional Information
Led audits and risk management initiatives, playing a pivotal role in identifying operational risks and developing effective mitigation strategies to strengthen business resilience.
Directed the successful implementation of globally recognized certifications—ISO 9001:2008, BS25999, and ISO 27001—for all sub-functions under Billing & Revenue Services at COLT Technology Services India Pvt. Ltd., ensuring compliance with international standards.
Championed process innovation, introducing solutions that reduced monthly credit exposures by over 10%, driving measurable financial improvements.
Facilitated User Acceptance Testing (UAT) and system integration for new products and offerings within the billing platform, enhancing efficiency and minimizing errors.
Recognized for excellence in Call Detail Record (CDR) reconciliations, resulting in a sustained reduction of suspense calls and improved billing accuracy.
Consistently acknowledged with awards and appreciations for outstanding performance, demonstrating reliability, commitment, and excellence in service delivery.
Personal Details
- Date of Birth: December 5, 1982
- Marital Status: Married
Timeline
Senior Manager
HCL Technologies
11.2024 - Current
Manager
AT&T Telecommunications (On Payroll of Value Onshore Advisors)
05.2023 - 11.2024
Assistance General Manager
East West Assit / Volo Health Insurance TPA Pvt Ltd.
03.2023 - 05.2023
Senior Team Lead
COLT Technology Services
06.2006 - 03.2023
Bachelor of Arts - English
Vinayaka Mission Sikkim University