Harsh Kumar Singh Email & Phone Number

New Delhi, Dl, In

 Processing of 2 Lacs New Connection applications and addition of 200+ MW of load Institutionalization of TQM among 100+ workforce, operating from 4 locations Liaison with government departments for policy advocacy on issues impacting load growth

Sambalpur, Odisha, India

 Facilitating the Annual Strategy Development and Deployment Process through the BSC framework  Institutionalization of business excellence concepts among a 3000+ workforce, operating from 250+ locations spread across a distribution area of 48,000 sq. km Implementation of an Integrated Management System (ISO 9001, ISO 14001, ISO 45001) and 5-S framework Managing a Rs 1+ Crore annual budget for business excellence activities and ensuring key performance metrics were defined and met Ensuring load growth of 400+ MW by providing timely new connections with a 30-member team co-ordinating with various stakeholders across 200+ locations

Delhi, India

As part of the Middle Management Team, responsible for driving Strategy Development and Deployment (Mid Term - Annual Plan) across the organisation. Key role & responsibilities involve  Key support to Top Management in formulation of Mid Term Business Plan, Annual Strategic Plan and Functional Roadmaps Ensuring effective Performance Management by developing framework, processes and methods to execute the annual plan successfully Environment scanning to identify changes in the marketplace and translate into meaningful impact to the organization and to strengthen the leadership position Identifying collaboration and strategic partnership opportunities for internal improvements and revenue growth  Ensuring internal circulation on organization performance and external environmental changes to Board Members, Top Management Team and entire Team Managing innovation platforms and identification of opportunities for innovation

New Delhi Area, India

As part of the Middle Management Team, responsible for driving Business Excellence across the organisation through Driving Tata Business Excellence Model (TBEM), Total Quality Management (TQM) and Total Cost Management (TCM) frameworks as pillars for Business Excellence  Deployment of Management Systems (ISO-9001 (QMS) / 14001 (EMS) / 45001 (OHSAS) / 31000 (Risk) / 22301 (BCMS) / SA 8000) Enabling culture of Process Management, Quality Management, Continual Improvement and Knowledge Management within the Organization Facilitating Process and Data Benchmarking Promoting Process Digitization, Visual Management - deployment of 6’S‘ Practices Conducting Internal Process & IMS Audits and Deep Dive Studies Designing and delivering Training Programs on Quality and Business Excellence

New Delhi Area, India

As Head of Group - Customer Services, I was responsible for overall customer service and experience management by ensuring Smooth operations of in-house 180+ Login Call Centre (24*7) and 14 Nos Customer Care Centres (60+ Front Desk Executives) Ensures key performance metrics - call center statistics, response times, order accuracy, and customer satisfaction measures are defined and achieved Conducting Annual Customer Satisfaction Survey and Monthly Transactional Feedback to institutionalize action plan for enhancing C-Sat and Customer Loyalty Developing and managing Voice of Customer and listening mechanisms (including Digital Platforms - Social Media, Webchat, Mobile App etc.) Work in-conjunction with various functions to support branding & campaign efforts  Developing robust and effective Complaint Management Process Oversees the forecasting for customer calls & footfalls for effective manpower planning  Develop and manage budgets for customer service operations and ensure they comply with stated goals, guidelines and objectives Effective deployment and evolution of various application and CX Tools Identification of process gaps and support process changes to ensure timely and successful delivery of services Create company-wide culture of Customer Success - ensuring uniformity in Customer Services and Customer Communication  Enhancing reach of online services and direct customer engagement on energy efficiency and demand side management programs Deployment of Personal Hearing Forums Designing and delivering training programs on Customer Service, Customer Satisfaction and Customer Experience Management

New Delhi Area, India

Positioned as Technical Assistant to Chief Commercial (CXO level) and responsible for Formulation of Functional Balance Scorecard (BSC), Annual Budgeting (both for Opex & Capex), and identifying opportunities for resource optimization Evolving and effecting Revenue Cycle Performance Management System - anticipating revenue and collection requirement and formulation of need-based strategies Effective Risk Management and Mitigation at functional level - identifying probable revenue leakage points and implementing corrective measures Preparing management reports / run special projects sponsored by management - assisting Top Management in decision making Identifying Key emerging Industry Trends w.r.t. Order to Cash Cycle Management Designing and delivering training programs on Revenue Cycle Management and AT&C Loss Reduction

New Delhi Area, India

 Conceptualization of Aggregate Technical & Commercial (AT&C) Loss Targets and preparation of Strategic Action Plan - Priority Chart & Matrix for loss reduction parameters Developing performance based Franchisee Agreement for high AT&C loss Areas  Ensuring Business Processes & Regulatory Compliance Design, development and deployment of Business Processes  Track regulatory developments and study its impact on the organization

Haidergarh, District Barabanki, Uttar Pradesh, India

Operation and Maintenance of 23 MW Cogeneration Power Plant.

Master Of Business Administration - Mba, Power Management

Bachelor Of Engineering (B.E.), Mechanical Engineering

Xii - Cbse Board, Science

X - Icse Board, Science