Global Service Delivery: Global end-to-end responsibility for HWS service fulfilment (performance and execution costs) which includes: global order handling (incl. Failure report handling centres), Distribution (global network and Distribution Centres), Service Operations development for India, APAC ,China & Middle East Africa. - Creating ‘Wow’ factor for the Internal and external customer by ensuring top performance in Order fulfilment through key Operations KPIs like – Delivery Accuracy, Faulty Unknown, Export Shelf, Overdue Orders- Supporting Region on creating & ensuring good business from end Customer through proactive approach- Managing key financial metrics like BDL and GR/IR to ensure good health of business- Aligning with other functions like SCM, Sourcing and serviceability to exceed SLA’s agreed with customersHead Operational Excellence :OpEx team is committed to enhance delivery capability of the operations organization by fostering a performance driven culture. Proactively developing and driving performance measures which are vital for efficiency & effectiveness of the organization.

Leading Pan India Quality Initiatives for Tata Communications Retail business. Job responsibilities include TBEM Implementation, Trainings on Six Sigma, Mentoring Six Sigma Projects and Business Transformation Projects. - Strategy Deployment - Drive Balanced Scorecard to achieve common goal of organization. This includes conceptualization, deployment & action planning, cascade to all employees and establish Review Mechanism - Customer centric process to drive excellence in business-Product and service differentiation, proactive, CRM, complaint handling, internal processes, CSat, loyalty, positive referrals.- Managing for innovation -Innovation means making meaningful change to improve an organization’s products, services and processes to create new value for the organization’s stakeholders- Continuous Improvement-Driving Six Sigma initiatives across the Organization. It includes Training, identification and mentoring of Black Belt, Green Belt and Yellow Belt projects- Measurement & Improvement of Customer & Channel Partner Satisfaction (CSMM), Top of Mind Awareness (TOMA)

Drive Balanced Scorecard to achieve common goal of organization. This includes conceptualization, deployment & action planning, cascade to all employees and establish Review Mechanism Driving Six Sigma initiatives across the Organization. It includes Training, identification and mentoring of Black Belt, Green Belt and Yellow Belt projects. Zonal Executive Committee Mentor responsible for all four BSC perspectives – Finance, Process, Customer, People & OD. Measurement & Improvement of Customer & Channel Partner Satisfaction (CSMM), Top of Mind Awareness (TOMA) & Intention to Purchase (ITP) Strengthen business processes through Internal Audit / BPMS Reduce KPI variation Within & Between Hub Circles through Best Practice Sharing & ReplicationDeveloped a Project Selection Methodology and facilitating the project selection session with top leaders to drill down the Big Y goals of the company into identified projects and use Six Sigma methodology while executing the projects.

Development and implementation of eSCM “Sourcing Capability Model” co-sponsored by Carnegie Mellon University of USA. Develop Business processes in accordance with the eSCM best practices and preparing blue print for other Accenture locations.