Amit Bhalla Email & Phone Number

Manchester, England, Gb

Manchester, England, United Kingdom

Transformation & Capability Lead - Onsite Engagement (UK) <2.5 Years• Directed multiple high-impact transformation and consulting engagements across the globe• Successfully responded to multi-million-dollar RFPs, contributing to the solutioning of multiple large deals over the past two years.• Conceptualized and managed the development of a custom-made process mining offering, creating anew revenue stream with an upside potential of $2 million annually.Automation Lead - Onsite Engagement (Canada) >1 Year• Led a multi-functional team of 35 professionals, including Solution Architects, Business Analysts, and Developers, to deliver automation solutions for a leading telecommunications company.• Managed the delivery of Robotic Process Automation (RPA) projects for the largest telecommunications company in Canada, successfully implementing 10 use cases over two years and achieving efficiencies valued at $1.5 million.Business Management• Supported Business Continuity Planning (BCP) operations for key accounts during the COVID-19 pandemic, ensuring resilient and intelligent operations by governing, monitoring, and tracking progress.Thought Leadership• Drafted influential whitepapers on process mining and developed comprehensive offering packs for digital workforce deployment and telecom retail optimization.• Spearheaded the go-to-market (GTM) strategy for new process mining and task mining initiatives, significantly increasing lead generation.Mentorship and Training• Mentored team members on cutting-edge technologies, including Artificial Intelligence (AI), Machine Learning (ML), Robotic Process Automation (RPA), Process Mining, Analytics, and Contact Centre Telephony.• Implemented training programs to ensure the team possessed the necessary skills to support a comprehensive transformation suite.

New Delhi Area, India

• Collaborated with technology, design, marketing, and contracting teams to manage operational issues, including external partner relationships and compliance with legal requirements.• Directed Customer Experience and User Growth Teams (both in-house and outsourced, overall span 1200 FTEs) across voice, social media, chat, and email channels.• Conducted independent and collaborative qualitative and quantitative research to generate service line insights for strategic and market-driven intelligence.• Implemented continuous upgrades and automation of self-care options to reduce contact center costs and cost to serve.• Identified, evaluated, and proposed quality improvement opportunities to enhance customer satisfaction.• Coordinated resource and service optimization between in-house and partner locations for maximum efficiency.• Leveraged Artificial Intelligence tools to improve self-serve options via Help Center and IVR systems.• Monitored project progress, regularly updating stakeholders on potential overruns and changes, and renegotiating timelines, scopes, and budgets as necessary.

Noida Area, India

• Liaising with Sallie Mae Bank to manage the offshore business, 150 FTEs• Managing seller support on behalf of a leading Art Retailer for their Amazon & eBay business from offshored centers in India & Brazil, FTEs 100. Help achieve top seller rating on the seller sites.• Analyse operational details on productivity, occupancy, Rev/FTE & CTC to be a profitable program for the organization.• Reporting and Incident Management for various line of business for Sallie Mae. Includes creation/validation of various Reports, SOP’s & project flows with focus on value added propositions• Structured & Object-Oriented Analysis – Piloting a methodical analysis with different techniques to highlight the comparisons, deviations and trends• Maintaining a healthy contribution rate & EBIDTA %• Coordinate and administer on-going Leadership & Employee Development Initiatives. Conducting appraisals for the team in line with the HR and senior management team

Responsible for successful execution of the assigned project involving project reviews, cost benefit analysis, task prioritization, initiation, execution and successful and timely closure. • Project Management & Service Delivery/Operations• Customer Service• Process Transitioning and Management • Client Servicing• Resource Planning, Team Building and Motivation

• Managing client expectations, interacting with clients and working in tandem to achieve process level goals. Arranging client calls to ensure smooth working of the process.• Accountable for the delivery of SLA's and targets delivered through everyday focus on productivity, people and performance• Responsible to deliver performance appraisals to team members and make salary recommendations to management.• Development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes

Master Of Business Administration (M.B.A.), Operations Management, 1St

B.Com, Commerce