Managing Gross Margins, ownership of entire project E2E from Recruitment,Operations, Process Improvement, Stakeholder Engagement Reviewing existing systems & procedures and designing internal controls/qualityaudit checks for various operational areas for achieving higher operational efficiency,resource rationalization and cost reduction Preparing project plans based on the findings of analysis, recommending changesfor process enhancement & performance improvement in compliance with SLA’sagreed with the clients Managing service operations for rendering and achieving quality services; providingfirst line customer support by answering queries and resolving their issues, ensuringminimum impact on TAT and quality service Determining training needs through quality checks, identifying process gaps &conducting training programs to enhance operational efficiency of the entire team Planning the process effectively with overall responsibility for maintaining variousprocess metrics and strictly adhering to the compliance procedures at all times Holding review meetings to monitor progress of the project as per schedule /budgets, and ensuring timely completion and delivery of the project to the client;extending production support of multiple applications Mapping client requirements for global service delivery projects; effective indeveloping, implementing, migrating and transitioning processes in line withspecified guidelines and agreed SLAs Ascending the Automation Maturity Curve and consulting on product strategy &roadmap; acting as the Transformation Lead for new applications and enhancingexisting applications Transforming the organization model to achieve key business objectives such asenhanced customer focus, seamless end-to-end management and integrated servicecapability

12 Years Experience with Maersk Line.... Managed Customer service for Jordan, Bahrain, Kuwait, Japan, South Africa. People management & building on Process Improvments