Deepak Singh Email & Phone Number

Dublin, County Dublin, Ireland

Greater Dublin

Hyderabad, Telangana, India

⦁ Lead Amazon's Worldwide capacity planning (WWCP) function, entrusted with delivering customer-obsessed service.⦁ Set business objectives to deliver the best system/process, product/feature with the most efficient use of resources and clear and measurable success criteria to drive functional goals of standardization and efficiency gain by driving automation.⦁ Lead a team of Program Managers and have end-to-end responsibility for Planning and Real-Time Management for Audible and Amazon’s services globally. ⦁ Be accountable for the relationship, service, contract, and performance management of external service providers. • Lead Global Outsourcing Network Strategy, liaise with Amazon and Audible CS leadership to drive projects & performance improvement initiatives.⦁ Financial governance, performance management, escalation management, workforce planning, budgeting, etc.⦁ Ensure 24x7 coverage, manage incidents affecting product and customer experience, ⦁ Drive new initiatives and metrics within GCC. Make data-driven contributions to drive business strategies and deliver goals with measurable impact on Customers/Employees/Cost.⦁ Identify and evaluate potential risk in processes and determine appropriate corrective action. ⦁ Work with WWCP leaders in devising and executing strategy in terms of vision, people, process, and technology.

Gurgaon, India

⦁ Practice leader for Customer Acquisition service line, managing engagement with analysts and digital partners. ⦁ Provide proper end-to-end solutions for Hi-Tech & banking service lines starting from hunting for business, leading value proposition based solutions, deliver risk-free first-time right transition till steady-state delivery.⦁ Work closely with Clients and Genpact Leadership and Operating teams (i.e. Operating, Transformation, Digital, Quality/ CI etc.) across all delivery centres to manage relationships and bring best practices with a focus on re-imagining outcomes.⦁ Build/maintain relationships that enable higher customer satisfaction (measured via NPS survey system) and deliver business impact.⦁ Leverage and create networks that results in potential opportunities/leads in the client's organisation globally – understand what competition is offering⦁ Managing activities for Contract renewal and leading MSA/ Legal discussions⦁ Leading the commercial discussions (contracts/ SOW) with clients for long-term and short-duration projects ⦁ Building the Transformation Services pipeline/ discussion with the client, including Customer Experience, Content moderation, Finance and accounting, etc.⦁ Devise and develop industry-specific Go-To-Market Strategies for the customer experience service line. Work with business leaders on new service strategies, CRM Designing, Social Media Engagement, product innovation, and operating models.⦁ Led consulting services, designed and ran maturity assessment of operations with value-oriented outcome-based billing models.

Gurgaon, India

⦁ Architect for Process Diagnostics Framework, using Lean and automation strategies to identify efficiency and effectiveness opportunities.⦁ End-to-end Workforce Management covering, Forecasting, Capacity Planning, Scheduling and Real- time management using class-leading predictive mitigation methodologies. Verint, NICE IEX, Avaya CMS, Aspect, etc.⦁ Develop workforce management turnkey solutions for industry-specific metrics targeted to maximize customer experience and optimize the cost of operations. - Delivered end-to-end process re-engineering of a top North American Retail Bank's Workforce Management function. Realizing business impact by improving operational efficiency by eliminating non-value-add activities and introducing optimized SOPs delivering savings of 18% in fixed delivery cost and drew a road map to transition the work to the bank's near-shore location. ⦁ Design and build and deliver greenfield operations for banking and finance services. - Led setting up of a 1000 seater contact centre for a tax preparation company at a greenfield location in Danville, Illinois, for their Tax season preparation.

Gurugram, Haryana, India

⦁ Audit and Standardise Capacity sizing, planning and workforce operations for high-tech, banking and insurance operations.⦁ Planning and Managing 4000+ workforce across the US, India, and PHP processes.⦁ Calibrate with Genpact clients on their business requirements and devise long, medium and short-term strategies to sustain delivery. ⦁ Lobbying with clients to improve their partner programs' process for impact realisation via efficiency and quality gains.⦁ Present Proactive Analysis of volume arrival patterns and customer behaviours impacting⦁ Productivity to Operations and vertical leaders.⦁ Lead technology acquisition collaborations with internal leaders and external tool providers.

Gurugram, Haryana, India

⦁ Managing an Inbound Contact Center for an Australian Credit card company⦁ Ensuring all SLAs for the process are met month on month.⦁ Managing the Resource planning for the entire centre⦁ Grooming/Mentoring the Managers working with me for the next level.⦁ Run a Zero Surprise operations.⦁ Co-coordinating with Support functions to ensure Smooth Operations.

Bachelor’S Degree, Business/Commerce, General

High School, Business/Commerce, General