ZAKI MUBARKI
Pune
Summary
Accomplished Senior Program Manager with a robust background in spearheading Learning & Development initiatives within complex organizational landscapes. Proficient in managing hierarchical teams to support the seamless onboarding of leadership members across diverse regional and global operations. Adept at fostering collaboration with senior leadership cohorts to ideate and implement bespoke learning programs tailored to enhance the skill sets of leadership teams. Known for influencing senior leadership stakeholders to align with strategic objectives and providing tactical support throughout implementation phases. Demonstrated expertise in utilizing governance mechanisms and robust reporting frameworks to effectively communicate the outcomes of learning programs. Thrives in autonomous settings, showcasing exceptional decision-making prowess to identify training needs, craft pertinent programs, and deliver tangible business value. Eager to leverage this rich experience and strategic acumen to drive transformative Learning & Development initiatives that empower organizational growth and foster leadership excellence.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Program Manager
Amazon Development Center India Pvt Ltd
03.2021 - Current
- Facilitate stakeholder communication, leading to improved alignment between business objectives and program goals.
- Manage cross-functional teams to deliver high-quality products within scope and budget constraints.
- Establish clear performance metrics for tracking program success, enabling informed decision-making processes throughout each project's duration.
- Enhance team collaboration by implementing agile methodologies for better project execution and adaptability.
- Mentored junior staff members, contributing to their professional growth and fostering a positive work environment.
- Involved in scoping and delivering towards the vision of the program
- Creates annual project plans, strategy of execution, ensuring cross functional partnerships and identifying automation possibilities that drive project efficiency
- Responsible to build, launch and scale initiatives from design to release to meet the long-term vision of the program
- Present the benefits and portfolio of programs in different forums to gain alignment on the implementation of the portfolio across WWCS
- Works with CS L&TD, Quality & Training, ACES, HR, Finance, Workflow, CS Program Management and Recruitment to build solutions that accomplishes the objectives of the program
- Responsible for reviewing strategic and tactical grains, driving improvements to the reporting tools, methods and processes utilized by the program to increase actionable data across all stakeholders and partners
- Responsible for creating workforce strategy and for people development by grooming team members towards talent advancement and succession planning.
Program Manager
Amazon Development Center India Pvt Ltd
02.2017 - 02.2021
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Facilitated workshops and conducted one-on-one training to educate team members.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Identified program obstacles and communicated possible impacts to team.
- Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
Customer Service Manager
Amazon Development Center India Pvt Ltd
10.2015 - 01.2017
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
Team Leader, Technical Support India
Tech Mahindra Business Services Pvt Ltd
08.2011 - 09.2015
Assistant Manager - Operations
OnProcess Technology India Pvt Ltd
06.2010 - 07.2011
Team Leader - Operations
OnProcess Technology India Pvt Ltd
10.2008 - 05.2010
Assistant Team Leader - Operations
OnProcess Technology India Pvt Ltd
10.2007 - 09.2008
Education
B. Com -
Calcutta University
01.2005
HSC -
Umesh Chandra College
01.2002
Secondary Schooling -
St. Anthony’s High School
01.2000
Skills
Project Management
Strategic Planning
Project Leadership
Training and mentoring
Problem-solving skills
Change Management
Learning & Development
Performance Management
People Management
Process Improvement
Business Operations
Business Development
Achievements & Awards
- ALA expansion by 3X in 2023
- Highest Ever Annual Onboarding of 830 leadership onboarding in 2020.
- Led Strategy Meetings through Core Team formation in 2018 to revisit scope of FLIP to ALA.
- Employee of the Year for 2016
- People Manager Award for Q3, 2016
- People Manager Award for Q4, 2015
- Piloted “Focus Group” team in PNQ10 with a throughput of 92% across 6 batches.
Certification
- Lean Six Sigma, Yellow Belt Certified Training - 2014
- Pursuing PMP (Project Management Professional) certification from PMI and scheduled to appear for examination in Q3, 2024.
Timeline
Senior Program Manager
Amazon Development Center India Pvt Ltd
03.2021 - Current
Program Manager
Amazon Development Center India Pvt Ltd
02.2017 - 02.2021
Customer Service Manager
Amazon Development Center India Pvt Ltd
10.2015 - 01.2017
Team Leader, Technical Support India
Tech Mahindra Business Services Pvt Ltd
08.2011 - 09.2015
Assistant Manager - Operations
OnProcess Technology India Pvt Ltd
06.2010 - 07.2011
Team Leader - Operations
OnProcess Technology India Pvt Ltd
10.2008 - 05.2010
Assistant Team Leader - Operations
OnProcess Technology India Pvt Ltd
10.2007 - 09.2008
B. Com -
Calcutta University
HSC -
Umesh Chandra College
Secondary Schooling -
St. Anthony’s High School
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