Amrit B. Email & Phone Number

Agile

Responsibility for leading internal Business Operations & Systems teams (IT, Analytics, Business Operations, Finance, Procurement and Commercial) to deliver large scale systemisation and automation - as well as delivering internal change programmes. I led >30 business projects & change programmes in this role, supporting a rapidly growing consultancy with a global client base in maturing operational efficiency in line with growth.Significant Achievements- Overhaul of audit framework to take internal compliance from c.40% baseline to >80% - with all business areas having an open action plan & measured and managed on this.- Assessed and improve internal billing processes, ensuring alignment with client systems and operational efficiency. Streamlined processes resulting in 20% increase in billing accuracy and a 15% reduction in turnaround time, while achieving a 95% client satisfaction rating.- Achieved a top 15th percentile ranking in EcoVadis scoring for quality sustainability management & delivered >6 Sustainability / ESG initiatives.- Managed the end-to-end Software Development Life Cycle (SDLC) across the network, ensuring the successful delivery of software products by coordinating cross-functional teams. - Simplified system architecture (dual ERP systems) to achieve a saving of c.$300k p/a, as well as reduction of administrative burden.- Designed a full suite of business-wide policies and procedures to align systems and operations more closely/identify automation opportunities – this provided a framework for L&D to support both system & process training.- Identified multiple inefficient & duplicated processes across departments with high administrative burden through “flow mapping” with every business team.- Built a team of “area champions” from each department & set up a bi-monthly “kaizen forum” - this saved >130 man hours p/w over 13 cross-department processes.

Agile

End to end accountability for a >$1.5m portfolio of (largely blue chip) clients – led through a global team of 23 “on the ground” consultants & >130 indirects (contractors).This is a hybrid role involving both hands-on leadership & delivery of varied client projects/programmes, and internal leadership of business operations associated with these key accounts (teams retained following my promotion).Accountable for effective running of business operations & internal processes, account management and growth, business development, budget management, delivery of project deadlines.Significant Achievements:- Secured a five year contract with a >$0.8m key account - increasing spend by 300% of the initial contract amount YoY. This required mobilising various teams in creating custom solutions for the client, and leading the RFP to solidify our reputation as a preferred partner.- Major projects include delivery of a 30% cost saving across a >$12m CX function, supporting the client to drastically reduce customer contacts (WISMOs) & working to coordinate a complex set of stakeholders/suppliers in order to support this. The project also includes high profile automation & systemisation of critical processes.- Leading the way in colleague experience, I evolved all elements of the HR journey, including recruitment & retention, engagement activity and L&D (employee journey, induction, training), workforce planning and system development supporting deployment of global resource.- Developed innovative systems solutions and tools that enhanced customer engagement strategies, resulting in a 900% growth in key performance metrics across 1 year - including customer acquisition and retention.- Successfully navigated a significant growth period within the organisation (>$1m clients onboarded over a period of 4 months) responding dynamically to rapidly changing project scopes & unexpected resource constraints.

Bellevue, Washington, United States

Responsible for development of system focused solutions for both clients and internal stakeholders in a fast-paced startup, providing managerial oversight to a small team & working alongside technical consultants and business advisors. Also held HR responsibility for the location.I worked with software partners to provide guidance & roll out projects, worked with clients on their requirements as a technical consultant, and developed structured & standardised internal system/people processes.Core responsibilities:- Operations management- Strategic direction & execution plans- Digital Marketing & Analytics- Process Change & Auditing- Client relationship management- Team development and growthAchievements:- Set up an audit management framework & strategy - including development of documented standards & requirements to standardise process.- Implemented internal strategies to mitigate client challenges, including utilising programme management software for task prioritisation, enhancing communication channels, and fostering a healthy work-life - working on leadership development programmes.- Addressed stressors such as tight deadlines, client expectations, limited resources, and frequent changes in project scope – worked proactively with internal stakeholders and clients to build regular “check in” processes & open dialogue.- Set up CRM (Client Relationship Management) tools to organise sales teams & gain clearer reporting and KPIs on conversions.