-Partner with the Services management team to review and sign-off the detailed process maps on ARIS necessitated by legislative, policy and various business initiatives-Governing the proposed improvement opportunities to ensure the sanctity of process design is maintained -Collaborating with the Business Assurance and functional Audit teams to Diagnose process risks, drive risk mitigation action where applicable and recommends solutions using specialist knowledge and operational expertise- Partnering with the UK GPO team, Functional Process/Business Owners, Technology team and Business Change agents to improve the maturity of our end to end processes and enhance Colleague Experience across the Group- Supporting the Process Owners' to review colleague user persona & user exp. maps across end to end processes-Developing and coaching a high performing team, giving them the opportunities to be their best

This is a senior consulting role, responsible for driving the rollout of the Continuous Improvement programme and for helping to develop the wider pool of Continuous Improvement Coaches. The ultimate objective of the role is to ensure the success of this programme to deliver sustainable change to the way that BT add value to its services and deliver better customer experience .• Responsible for the delivery and maturity of BT’s Continuous Improvement methodology within Global Customer Services, Gurgaon, Mumbai (c.1500 people).• Coach teams on Lean and Change Mgt. principles, and Six Sigma tools to deliver balanced benefits for BT and its largest corporate customers.• Conducting regular training session for Senior Manager/Director/Managers/Agent level on Lean methodologies.• Analysis of internal business processes, working with teams to identify streamlining opportunities.• Equip new employees with the ability to support CI practices through induction training.• Supporting teams and managers to achieve financial benefits though implementing improvement ideas. • Engaging the senior management team (SMT) to ensure CI reinforcement and commitments.• Monthly reviews with SMT to present back financial, customer and people benefits.• Designing and Leading CI carnival across sites to build CI culture.• Leading Kaizen event for GBS-PM-GCS alignment.• Work with the existing Business Improvement/Transformation and wider Cost Transformation community to ensure alignment with large scale end-to-end transformation programmes• Overseeing and tracking in year and annualised financial benefits attributed to CI rollouts, while proving uplift in customer service KPI’s and increase in people engagement across AMEA.• Recognition at CEO GCS-level for the contribution to CI in Gurgaon.

CONSUMER BEHAVIOUR TOWARDS VARIOUS TELECOM OPERATORS Project Brief:To assess consumer characteristics, buying behavior and various factors attributing to competitive edge of one mobile service provider over others. Objectives:To identify the scope for increasing market share for various telecom service providers in Punjab. Evaluate the impact of Number portability on the existing customer base of the telecom service providers.A brief insight on needs and expectations of telecom customers.Impact of QOS and price on the consumers buying behavior.Deliverables:Recommend ways for the acquisition of new customers and steps to be taken in future to increase market share based on the success of their marketing activities.Recommend to improve QOS as existing services were not good. Ping being domestic player in CDMA segment was not capitalizes on its market share due to its handset incompatibility.PROJECTS UNDERTAKEN Project Management Case on Online Notice board Project Management- Thapar UniversityCreated a website for online notice board in C#.Net with MS SQL as database.Understandings the students and Faculty view point towards the system and its overall implementation.Investigating the gaps between actual Project Management System and its implementation.Academic project on "Yup Soda " (A real time case) Managerial Economics - SODA BRAND"YUP"Demand and Supply of YUP SODA.Analysis of total cost of the production.A visit to the production plant of Yup Soda to have on spot feedback.

CONSUMER BEHAVIOUR TOWARDS VARIOUS TELECOM OPERATORS Project Brief:To assess consumer characteristics, buying behavior and various factors attributing to competitive edge of one mobile service provider over others. Objectives:Evaluate the impact of Number portability on the existing customer base of the telecom service providers.A brief insight on needs and expectations of telecom customers.; Recommend ways for the acquisition of new customers and steps to be taken in future to increase market share based on the success of their marketing activities.PROJECTS UNDERTAKEN Academic project on Online Noticeboard Project Management Study of various Phases of Project Management in implementation of live online noticeboard.Understanding the technology used in implementing such a project.Investigating the gaps between actual Project Management Process and its implementation. Academic Project on demographic difference in interest of readers in various newspaper sections Consumer BehaviorEvaluate the factors that a consumer takes into consideration while buying or consuming a newspaper.The customer perception of various newspaper sections and how do consumers rank these sections when compared with each other based on various factors..3 Academic project on "Yup Soda " (A real time case) Managerial Economics A visit to the production plant of Yup Soda to have on spot feedback

This role encompassed, testing of new equipments to improve productivity of the system and providing QOS within Service Level Agreement(SLA) to the existing customers. Over 3 years of telecom experience with the ability to work independently and manage business expectations with a delivery-focused approach to workKey Assignments/ Initiatives:Installation and troubleshooting of Internet Lines based on SDSL, HDSL, and RF & ISDN technologies.Providing technical feasibility for PTP lines, ISDN lines, ILL's.Planning, deploying and maintaining WAN connectivity of esteemed customers such as Excise & Taxation, Marked, HDFC Bank, Vodafone, Tata, PepsiCo, Airtel, and HCL. Network design, capacity planning and regularly perform infrastructure audits and operational maintenancePerformance analysis & performance tuning so as to monitor equipment proactively to minimize the downtimeLeader of the team that ensures all the Deployment of runs are completed well on time and perform data sanity checks as per Service Level Agreement.AchievementsUnderwent 2-day technical training on IP based UT-STARCOM DSLAM for planning and implementation of broadband network capacity and redundancy.Successful implementation of IP-DSLAM Rings and shifting of customer base . PSCB WAN Implementation: Undertook task of connecting Regional locations of Punjab State Co-operative Bank with Central Office at Chandigarh. Responsibilities include commissioning of Lease lines & ISDN Dialup.

This role encompassed, testing of new equipments to improve productivity of the system and providing QOS within Service Level Agreement (SLA) to the existing customers. Key Assignments/ Initiatives:Leader of the team that ensures all the Deployment of runs are completed well on time and perform data sanity checks as per Service Level Agreement.Installation and troubleshooting of Internet Lines based on SDSL, HDSL, and ISDN technologies.Providing technical feasibility for PTP lines, ISDN lines, ILL's.Planning, deploying and maintaining WAN connectivity of esteemed customers such as Excise & Taxation, Mark Fed, HDFC Bank, Vodafone, Tata, PepsiCo, Air Tel and HCL.Performance analysis & performance tuning so as to monitor equipment proactively to minimize the downtime.AchievementsUnderwent technical training on IP based UT-STARCOM DSLAM for planning and implementation of broadband network capacity and redundancy.Successful implementation of IP-DSLAM Rings and shifting of customer base.PSCB WAN Implementation: Undertook task of connecting Regional locations of Punjab State Co-operative Bank with Central Office at Chandigarh. Responsibilities include commissioning of Lease lines & ISDN Dialup.