As a transformation lead for fixed wireless technology, I ensured the delivery of network expansion to meet customer promise despite the footprint growing at 5% [CAGR] and a legacy technology baseline; towards meeting our renewed customer promise. I delivered a post-implementation review to the C-suite (ExCo) for fixed wireless backhaul congestion working with GMs and EGMs across CTO, Engineering & Network Optimization functions.Led strategic sourcing transformation based on A/B testing to deliver an annual benefit of $1.8M in CAPEX savings while asserting tangible accountabilities on nbn’s managed service partners.Ran an E2E diagnostic review of hybrid fiber coaxial technology business by engaging CTO, Engineering, Network Optimization, Network Maintenance & Network Operations functions to deliver empathy maps, articulate operational gaps and recommend strategy & structure for a comprehensive overhaul!

As a transformation lead, I steered the digital transformation of our systems' conduit that would aide in presenting a digital interface and enhance the ease of doing business through enriched user/customer experience. I also led the customer journey mapping exercise, enabling creation of a 36 month digital transformation road-map.The transformation roadmap delivered re-engineered processes; developed via design/user centered thinking and technological choices such as RPA & Enterprise Content Management.The customer journey map aligned with the organizational vision of being easy to do business with and acquiring more participants as much as selling plans or products!On the operational front, I thought led & instituted an operational excellence framework, to create a self-sustaining culture of continual improvement and cost discipline; including a leadership training campaign that advocated management of change.

As manager of strategy & operations, I lead a global consulting team of LSS Black & Master Black Belts; I work with senior management (L3 & L4) in devising my team(s) to drive strategic and operational business improvements, often directly aligned with accelerating revenue growth, improving cash flow and overall operating profit so we are able to maintain our cost structure in-line with the revenue trajectory.As practice leader for APJ region, I lead LSS practice deployment across India, Malaysia, Philippines, China & Australia centers by creating and delivering Green, Black & Executive belt trainings, appraising projects & issuing practitioner certificates. I serve a business vantage of augmented continual improvement engine through injection of LSS practice into the DNA of business & service-quality improvements.

As manager of global business improvement, led a team that drove transformational programs creating cost discipline & organizational agility to manage growth-on-existing accounts; working closely with regional operations Directors. On the service delivery front, was responsible to govern accounts’ portfolio-of-offerings (contract values > $150M) through proactive service excellence management; issuing early warning indicators based on accounts’ financial and delivery health. It was then our responsibility to devise and execute a go-to-green strategy.As practice leader for APJ region, I lead LSS practice deployment across India, Malaysia, Philippines, China & Australia centers by creating and delivering Green, Black & Executive belt trainings, appraising projects & issuing practitioner certificates. I serve a business vantage of augmented continual improvement engine through injection of LSS practice into the DNA of business & service-quality improvements.

As manager of quality & process improvement, led a team that drove transformational programs creating cost discipline & organizational agility to manage growth-on-existing accounts; working closely with regional operations Directors. I also established an off-shore audit center of excellence, with the responsibilities of planning, executing and following-up on internal audits for APJ region(s). In addition, was accountable towards leading end-to-end audits tailored through an integrated management system (PAS 99: ISO 9001, ISO 20000, ISO 27001 & ISO 14001) approach to ensure compliance to clients’ (EMEA region), standards’ and regulatory requirements.

As manager of process re-engineering, I was accountable for initiating proactive transformations across the product support division of McAfee by liaising with III party OEMs, development-engineering, dev-sustenance and support organizations to build and maintain a confidence inspiring customer experience.This involved upgrading our platinum & gold offerings with customer promises that would be in-line with our renewal revenue stream; achieved by re-engineering, processes & go-to-market strategy.

As a business excellence analyst at McAfee, I helped set up the support quality program for McAfee Engineering Center, Bangalore. I carried out regular customer experience analysis to assess and guide senior & executive management over our technical performance, customer loyalty index and operational excellence; through management-by-objectives and visual management. In addition, I established and governed management-of-change discipline across the consumer and corporate product support divisions for efficient management of policies, processes & procedures so we maintain scale with business.

As a quality analyst for HPQ (IPG group), my responsibilities included regular update of the process scoreboard, stratification of voice-of-customer, execution of KANO analysis and driving closed loop corrective & preventive action(s); often working with cross functional operational teams.I would also be entrusted often to run SWAT actions based on SPC & other statistical tools to establish empirical inferences; serving as a leverage for strategic & operational decision makers.