A Mishra Email and Phone Number

HCCBPL, India July 2016 – February 2019National Manager – Supply Chain Transformation • Heading end-to-end responsibilities for operational excellence KPIs and SLAs on Pan India basis• Proficiently ideated and executed an Idea Sharing Platform impacting 2,200+ Sales Associates at Hindustan Coca Cola.• Dealing with internal and external stakeholders including Network Regional and Site Operational Excellence Leads for sharing and communicating best practices• Driving organization wide change behavior, implementing best practices to supply chain exchange through defined replication process and more• Ensuring achievement of targeted goals by launching various productivity improvement initiatives and providing training on existing OE tools • Training and mentoring team members to bridge the gap between performance and skills; coaching on function and domain specifics such as OE behavior, attitude and skills.

TCS, India Senior Manager - Transformation• Led and managed large cross-functional team comprising of Lean Six Sigma Black Belts, Green Belts and Process Consultants for delivering on operational excellence, transformation and transnational projects impacting a work force of over 1,500• Created and implemented a comprehensive continuous improvement, transformation and transactional framework including strategies for improved delivery and sourcing benefits:• Created core mass, organizational DNA, governance, knowledge management, transactional innovation and digitization for in-house centers in India and UK• Designed and rolled-out CI Strategy 2015-16 and standardized and rolled-out key components of transaction monitoring framework for all processes and sub-queues• Spearheaded six sigma projects such as Referral Reduction in various Claims, Harmonization of Surrender & Maturity Process and Market Share Enhancement.• Set up and chaired Business Excellence Councils for driving performance metrics/KPIs. • Delivered productivity benefit of 3% y-o-y on customer processes and 1% on internal cost lead (demand generation)• Successfully completed 2 Six Sigma Black Belt and 15 Continuous Improvement projects, 100+ Value Story and Kaizen across functions/LOBs leading to cost benefits of USD 0.84 M for customers.• Ensured 100% compliance with processes and audit requirements.• Bagged the Operational Excellence & Quality (Asia BPO Excellence Award) in 2014• Achieved the best environment friendly project (Asia best employer brand award) in 2014• Generated benefits of USD 0.84 M for customers by successfully delivering 2 BB and 15 CI projects, 100+ Value Stories and Kaizen at TCS.• Realized headcount savings of 17 FTEs through process automation

METLIFE, India Manager Business Excellence• Generated productivity benefit worth USD 4 M for customers and INR 6 Cr as internal savings• Strategized for optimizing seat utilization across the GSS (Global Shared Services); achieved annualized cost benefits of USD 0.5 M with 100 FTEs spanning across various insurance and finance processes in India daytime.• Performed FCR analysis for the Call Center (CSGG) – RCA by IVR study, verbatim analysis and NPS analysis (product wise and region wise analysis) leading to cost benefits of USD 0.4 M. • Led and delivered various lean six sigma high impact projects such as P2P Efficiency Improvement. Improved productivity, accuracy, TAT of processes at GSS, and reduced headcount.• Achieved MetLife GSS certification on CMMI High Maturity i.e. continuously improving organization in 2014• Bagged the Golden Peacock Business Excellence Award in 2013.• Established Operational Excellence Framework in integration with MetLife GSS delivery strategy and set up/rolled-out the GSS Voice of Business Program for generating stakeholders’ feedback at business and process levels.• Significantly contributed in deployment and roll-out of the IVR in consultation with Wipro team• Championed CMMI High Level Maturity Model (CMMI Level 5) Process Area – CAR at METLIFE GOSC.