Deepak Menon Email & Phone Number

United Kingdom

Mumbai, Maharashtra, India

Head of Marketing Operations for LifeSciences

Mumbai, Maharashtra, India

Marketing Operations

Mumbai

Heads multi channel marketing activation led by data driven delivery for Life Sciences portfolio's. Highly experienced in efficiently setting up large scale marketing operations for clients & delivering bottom line improvements.

Mumbai Area, India

Experience : Global Digital Account Management & Delivery. Integrated / Blended Service Delivery ( Services/Technology/Consulting)Digital Content Management System.Digital / Non Digital Content Production Services.Digital Project Management. Marketing Application Support Services. Market Engagement & Delivery. User Experience & Adoption services. Technology Exposure : AEM,CQ5, Site Core, Cegedium MI, aDAM, Teradata ( Marketing Applications )

Mumbai Area, India

Experience in : Large sized 1000 plus FTE Contact Center Operations. End to End Customer Life Cycle Management Strategic Customer Experience Initiatives Experience in multi industry Contact Center Management - Telecom, Insurance, F&A Complex Contact Center Solutions & Architecture

To effectively lead cross functional projects/programmes that would deliver against an initiative on performance improvement, infrastructure and strategy. Do this via running key improvement/ implementation projects/programs or by supporting teams run the program as the Project Office.

Lead the Ireland Business Team Plan and implement the Operational Strategy by setting the right objectives for the departmentsManage performance of the department and ensure that all SLA's and targets are delivered as specifiedRelationship management with multiple stakeholdersContinuous improvement focus; for e.g. enhance customer experience, reduce costs etc.Issue Resolution; for e.g. manage outages, system issues etc.

Planning & managing the KRY interface of client on delivery of operational Customer Care service, Operations management of all processes and personnel within the, client's delivery scope (250+ FTEs across front and back office, functions, including approx 100 off-shore). Responsible for leading of all operational services from meter to cash to ensure service delivered to appropriate DG measures, and cash collected in line with plan. Management of internal enablement organizations ie, Accenture.

Ensuring the operational stabilisation of off-shored functions, and supporting future off-shoring activities.Accountable for:Maintaining client servicing SLA's; streamlining onsite and offshore delivery model to bring more value to the customer.Project QA, client satisfaction, and project team performance Communicating Productivity, Accuracy and Compliance issues with Accenture employees on a weekly basis.Measuring and monitoring initiatives for six lines of businesses like DSL, EDSL, DSL-Chat, DSL-Billing, DSL-E-Mail and SST-Chat.

Handling 20 people, who provides customer support to international clients (Voice Based).Service Delivery Manager to ensure client's contractual goals are achieved while providing CSP (Agents) with Operational support.HighlightsEscalated several events to senior management, account teams and other operational departments.Assisted the Service Delivery Manager, ensure that effective procedures are in place including resource management for rosters and holidays, call management, and general operational requirements are covered.Functioned as the Service Delivery Manager provide monthly reporting that meets client requirements and provide feedback to management.AwardsTeam of the Month for achieving the specified matrix given by the client Team of the Week for achieving the weekly targets.

Masters In Business Administration, International Business, Grade A

Bachelor'S Degree;, Physics (Electronics);, Grade B