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Hi, I’m
Yusuf Ebrahim Mistry
Operations And Transition Project Management
Mumbai - Thane
Summary
Highly experienced professional with over 18 years of work experience, specializing in project management, customer relationship, operations, and team management. Demonstrated expertise in delivering successful projects, effectively managing teams, and aligning them with corporate parameters to achieve project, business, and individual goals. Skilled in leading, motivating, and collaborating within a team environment, while also excelling independently. Strong analytical and problem-solving abilities, as well as exceptional organizational skills. Possess a flexible and detail-oriented attitude that contributes to overall success.
Overview
21
years of professional experience
3
Languages
Work History
Teleperformance Global Services Ltd.
Director - Transition
06.2022 - Current
Job overview
- Manage key critical accounts’ Transition and Client relationship
- Develop, establish and maintain project management standards and procedures
- Program Manage and handle escalations across multiple projects in parallel along with critical transition projects assigned
- Manage and Publish reports at ExCom and Manco level
Hexaware Technologies Ltd.
General Manager - Transition
02.2019 - 12.2021
Job overview
- Responsible for overseeing the planning, development and implementation of Project efforts that utilize IT solutions, principles, standards and best practices
- Develop, establish and maintain project management standards and procedures
- Program Manage multiple projects in parallel
- Constant monitoring of Project Manger's performance, the progress of their projects and look for methods of improvement
Hexaware Technologies Ltd.
Sr. Manager - Transition
01.2019 - 12.2021
Job overview
- End to end transition management right from identifying a location, finalizing the property, overlook Infra readiness and overall process transition
- Ensure that the scope of the services to be transitioned, and the SLAs expected from the service delivery are clearly understood and agreed upon by all stake holders
- Manage Key Stakeholders in both internal and external Project teams, agree on a robust Governance and reporting model through the project life and Risk& Issue Management
- Provide support to all support functions and Operations team through the project lifecycle
- Support the Operations team during stabilization period and actively participate in weekly/monthly/quarterly Business review with internal stakeholders as well as the Clients
- Train new recruits (Management Trainees) in the team and groom them to be ready to take on Projects
Karvy Data Management Services Ltd.
Manager - Transition
07.2017 - 02.2019
Job overview
- End to end transition management right from identifying a location, finalizing the property, overlook Infra readiness and overall process transition
- Simultaneously manage multiple and different projects like New Logo Transition, Ramp-ups/Ramp-down in existing business, Process shifting to a different site, site-shutdown, etc
- Ensure that the scope of the services to be transitioned, and the SLAs expected from the service delivery are clearly understood and agreed upon by all stake holders
- Setting up time lines, project governance, project monitoring and tracking, status reporting
- Risk & issue management
- Client relationship Management
Intelenet Global Services.
Manager Transitions (India Transitions Nov'15 – Jul'17)
02.2011 - 07.2017
Job overview
- Managing end to end process transitions
- Ensure that the scope of the services to be transitioned, and the SLAs expected from the service delivery are clearly understood and agreed upon by all stake holders
- Setting up time lines, project governance, project monitoring and tracking, status reporting
- Risk & issue management
- Client relationship Management
- Manpower planning, deployment & its utilization for better productivity and cost effectiveness
Intelenet Global Services.
Assistant Manager Operations (US Healthcare Services)
08.2013 - 11.2015
Job overview
- Manage multiple processes/Projects with 100+ FTEs and 7 supervisors
- Oversee, direct and control the daily operations to maintain integrity of operations flow and to ensure customer satisfaction & retention by meeting the SLAs
- Provide a challenging, rewarding, co-operative and high employee relation environment to develop able workforce with quality attitude in order to provide quality service
- Developing strong operations team and generate reports as per the requirements of management and other departments
- Ensure that the cost and revenue budget are effectively managed for all allocated projects
- Responsible for 24x7 Operations Management, identify bottlenecks in service delivery and propose effective solutions to eradicate the same
- Ensuring faster cash realization and satisfaction for the client by over exceeding SLAs and by offering value added services to Clients pro-actively to strengthen the partnership
- Drive employee engagement/improvement programs on the floor to maintain the balance between work and fun
- Develop and Execute Recruiting Plans with hiring managers and department heads, Draft job descriptions, Lead the creation of a recruiting and interviewing plan for each open position and effectively fill open positions as well
- Respond to RFPs, RFIs, Solutions requests, develop new content based on client requirements
- Facilitate and manage transition of existing/new business to new/additional locations
- Identify new business opportunities within the existing LOBs
Intelenet Global Services.
Team Leader Operations (U.S Healthcare Services)
02.2011 - 08.2013
Job overview
- Driving performance to achieve the process SLA's (Backlog, TAT, Quality)
- Monitoring completed transaction made by the advisor's for Quality assurance and for Accuracy check
- Analysis of reports including process dashboards, team performance reports, initiating appropriate action plans to drive performance to meet the process/ business SLA's
- One on one relationship management
- Meeting Attrition numbers and maintaining shrinkage targets in sync with the floor/ process targets
- Responsible for managing a team of 20 associates
- Mentor and assist new hires as per business requirements
Ocwen Financial Solutions Pvt. Ltd.
Team Leader (U.S Default Mortgage Services – REO)
03.2005 - 02.2011
Job overview
- Manage a team of 15 associates
- Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations and assess customer needs
- Motivating associates through effective management, career development & implementing reporting mechanism
- One on one relationship management
- Analysis of reports including process dashboards, team performance reports, initiating appropriate action plans & initiate training as and when needed
- To help reduce the average time taken to have the assets moved to Marketing phase to help sell quickly
- To audit team's performance and to better it every other month
- SME for the new hires and for the existing team members
Ocwen Financial Solutions Pvt. Ltd.
Residential Sales Consultant (U.S Default Mortgage Services – REO)
03.2006 - 11.2007
Job overview
- Manage a portfolio of over 250 assets to sell assets quickly with maximum profits to the investor
- To achieve the HRD set by Senior Management every month
- To help the team and management find ways to improve the process and help sell assets faster
Ocwen Financial Solutions Pvt. Ltd.
Pre Marketing Analyst (U.S Default Mortgage Services – REO)
03.2005 - 03.2006
Job overview
- Manage a portfolio of over 250 assets to achieve TAT set by Sr Management and perform consistently
- To help reduce the average time taken to move the property to Marketing phase to help sell quickly
- To try and hit maximum number of Cash for Keys to help get the property vacated soon to help move to market faster and eventually get it sold quickly
GTL Ltd.
Customer Service Executive (U.K Telecom Services)
07.2004 - 02.2005
Job overview
- To sell different packages of UK based Telephone service named Tele2
- To achieve maximum number of sales every day by convincing and registering the customers to use Tele2 services
- To achieve minimum 95% in quality
- To handle customer queries and to retain customers if they call to cancel the service
Education
Dr. CVR University
B.Com.
01.2021 - 1 2022
Mumbai University
H.S.C.
01.2000 - 1 2001
Mumbai University
S.S.C.
01.1998 - 1 1999
Skills
Project Management
Accomplishments
- Managed multiple projects across different verticals like BFSI, Telecom, Realty, etc. with IGS, Karvy, Hexaware Technologies and now with Teleperformance.
- Completed over 40 Projects successfully within the span of approximately 9 years in Transition profile.
- Audited projects in Hexaware and Teleperformance to ensure processes and documentation are followed from compliance perspective and to prepare for External Audit.
Personal Information
Date of Birth: 09/18/83
Interests
Timeline
Director - Transition
Teleperformance Global Services Ltd.
06.2022 - Current
Dr. CVR University
B.Com.
01.2021 - 1 2022
General Manager - Transition
Hexaware Technologies Ltd.
02.2019 - 12.2021
Sr. Manager - Transition
Hexaware Technologies Ltd.
01.2019 - 12.2021
Manager - Transition
Karvy Data Management Services Ltd.
07.2017 - 02.2019
Assistant Manager Operations (US Healthcare Services)
Intelenet Global Services.
08.2013 - 11.2015
Manager Transitions (India Transitions Nov'15 – Jul'17)
Intelenet Global Services.
02.2011 - 07.2017
Team Leader Operations (U.S Healthcare Services)
Intelenet Global Services.
02.2011 - 08.2013
Residential Sales Consultant (U.S Default Mortgage Services – REO)
Ocwen Financial Solutions Pvt. Ltd.
03.2006 - 11.2007
Team Leader (U.S Default Mortgage Services – REO)
Ocwen Financial Solutions Pvt. Ltd.
03.2005 - 02.2011
Pre Marketing Analyst (U.S Default Mortgage Services – REO)
Ocwen Financial Solutions Pvt. Ltd.
03.2005 - 03.2006
Customer Service Executive (U.K Telecom Services)
GTL Ltd.
07.2004 - 02.2005
Mumbai University
H.S.C.
01.2000 - 1 2001
Mumbai University
S.S.C.
01.1998 - 1 1999
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