Ajay Mann Email & Phone Number

Toronto, Ontario, Ca

•Contract Negotiations: Successfully managed 12 RFx event and negotiated multiple contracts in 2023 for various departments including Customer Care, Credit & Collections, IT Professional services, Call Centre Technologies, Billing platforms, Rogers Business, Workforce Planning, Rogers Bank and Technical Support. Category Strategy: Take end-to-end ownership of spend category strategy to drive towards procurement and company objectives and business partner goals. Collaborate with internal stakeholders to influence, develop, and gain buy-in on aligned category strategies and advance key supplier partnership aligned with such strategy with a focus on strategic opportunities. Driving towards business goals: Responsible for building, maintaining, and enhancing solid relationships with key internal stakeholders across the organization to ensure suppliers within the category strategy are meeting business needs. Supplier Ecosystem: Implement and champion ethical procurement practices, procurement policies, supplier social responsibility objectives, and supplier diversity and sustainability programs. Lead and own relationships with assigned key suppliers within various categories and ensuring fulfilment of contractual obligations and business partner requirements. Internal Procurement Consultant: Act as internal consultant to business owners on sourcing practices, supplier performance, compliance, and risk management policies, processes, and procurement standard practices. Provide leadership and guidance to business partners on best-in-class procurement practices, on-going advancements and opportunities associated with assigned categories, and strategic category insights to support delivery of company objectives. System Driven Approach: Continuous improvement leveraging innovation and system based tools to increase efficiency and value while delivering an intuitive user-friendly experience for internal and external stakeholder

Toronto, Ontario, Ca

Contract Management - Develop and update various Statement of Work ( SOW) for different Line of Business including Credit Operations Third party, Credit bureaus, Collection agencies and for Customer Care including Rogers, Fido, Postpaid, Prepaid and other LOB's. Develop the contracts to ensure it aligns with the business development and growth strategy for the next 3 years thereby leading to operational efficiencies. This includes all customer contact touch points i.e. call centre, chat, IVR etc. Contract Requirements: Work in conjunction with associated functional organizations and customers to ensure conformance with contractual obligations, to remain cognizant of problem areas and to implement the required corrective actionsContract Compliance : Ensure that the outsourced partners are in compliance with the contracts expectations and assist Governance and Compliance team during / after the audit process. Outsource Partner Planning : Work in coordination with various departments for productive hours planning for 90 days fixed and 180 days directional for all LOB's.Operations Management : Manage the Quarterly Business Performance reviews with the outsourced partners to ensure targets / objectives are met consistently. Coordinate with various internal departments and assist the partners during any system changes and contract obligations. Customer Experience : Coordinate with internal departments for all customer initiatives focused on improved customer experience via Net Promoter Score (NPS) , Quality Measurement Programme (QMP), Customer Measurement Program (CMP), Voice of the Customer (VOC) and other important customer centric programme. Workforce management : Work in coordination with the workforce management team for optimal Interval Compliance achievement and improved service levels.

Toronto, Ontario, Ca

In this position I was responsible for managing the performance for 3 vendors based out of 5 locations and employed 400 - 450 staff. With the team of 5 Business Analysts reporting into me and who would assist with daily reporting and analysis of various call centre metrics, we ensured vendor’s performance is optimized. Contract Management and Compliance: Monitor and review the daily performance results and hold Operations meeting with the Vendor; including, ensuring within target/objectives, engage vendor's directly to understand issues and develop action plans to close the gaps, cascade targets and objectives as defined in the statement of works. Service Performance Management : Tracking, monitoring and analysis of cash collected and other daily, weekly, monthly performance metrics (e.g. service levels, handle times, escalations etc).Service Provider Risk Management : Manage outsource fees, market share, bonuses and remedies to poor performance to ensure Credit Operations financial targets are met.Service Performance Management : Ensure that Vendor performs root cause analysis and has implemented action plans where performance is below target or Vendor is in breach.Audit Management : Perform audits of Vendor processes to ensure they are aligned with Rogers and are the most current (recruitment, training, quality).New Hire and Training : Manage cross-training, and new product introduction initiatives for the Vendor employees.Operations Management : Manage day to day operations of vendors and ensure that operational targets are met consistently and identify any gaps. Identify best practice opportunities and where appropriate share across other Rogers contact centres.Financial Management : Manage the vendor operating budget, review budget/forecast vs. actual, and take necessary actions.Cost Management : Invoice audits, reconciliation, tracking, payment submissions, and forecasting.

Toronto, Ontario, Ca

Dedicated Hiring Manager: Coordinate and manage the recruitment process including recruitment advertising ,participation at career fairs and managing job fairs as required. . Developing and administering a recruitment tracking method, allowing for reporting on candidate activity, pipeline, costs, and statistics .. Coordinate with training and workforce to effectively plan for current and future staffing requirements. Partner with senior leadership team to develop workforce planning ,needs assessment and establish recruitment strategy. Team Manager: Leading credit operations call centre CSC’s team through development, motivation and coaching to deliver quality team and departmental results. Responsible for daily credit operations of call centre management including performance management. Ensuring that departmental and organizational objectives are met by monitoring and enforcing quality operational support. Leading customer escalations team at Tier 2 level and provide resolutions for customer issues. Conduct annual performance appraisals of consultants. Develop and administer one-on-one coaching to overcome barriers and achieve individual and departmental goals. Provide information, counsel and assistance to senior management on support operations. Celebrate successes and bring fun elements into the work environment to boost employee morale.

New Delhi, Delhi, In

Hero Mindmine, part of the over USD 4.2 billion Hero Group, wass one ofIndia's premier and leading organizations providing Training and Development services to multinational, corporations, Indian blue-Chip Clients and the Government.• Setting and achieving sales revenue • Customer Satisfaction and relationship management • Strategic Planning • Market scoping including identification of new markets • Driving Sales team to achieve targets • Managing, supporting and administering the training team - Champion Policy, Systems, Processes and Practices Deployment

. • Represented HR Department for several business trips to US and UK for negotiating sourcing and tie-ups for Data Management and ITES Services.• Manpower planning and recruitment of employees for Data Management Work as per requirements and specifications of US and UK clients. • Successfully hired 500+ candidates within 2 months of the call center launch. • Reduced employee turnover by ensuring quality training and satisfactory compensation packages.• Internal Resource Person for Training programs; identified training needs for the staff.

• Organized routine and walk-in interviews, conduct behavioral interviews.• Establish and implement HR policies and procedures, which are consistent with divisional/corporate initiatives and legislative requirements.• Utilized multiple sourcing techniques including website postings and employee referral programs and a variety of low-cost recruitment sources• Internal resource person for all training programs and indications.• Prepared departmental budget and developed systems to monitor company-wide HR related expenses.• Responsible for time office management, leaves administration and HR reports preparations.• Team member of Performance Appraisal Review Committee.• Key team member in Quality Circles. • Responsible for Zonal Office Quality Education System Training.

Foundations Of Enterprise Data Analytics Concepts And Controls, Data Management And Analytics

Certified Human Resource Management, Human Resources

Master Of Business Administration (M.B.A.), Human Resources, Finance And Marketing

Bachelor Of Commerce (B.Com.), Economics, Management, Accounting Honors