Kenneth Sequeira Email & Phone Number

Dubai, Ae

Singapore

- Enhance Risk Mgmt. practices - Ensure resolution of Audit & Compliance- Improve & Design Cross Functional Processes- Process Re-engineering & Monitoring (Lead to Order, Order to Cash, Usage to Payment, Market to Concept, Idea to Retirement, Incubation)- Functions include: Cloud, Cyber Security, IOT, Datacenter, Blockchain, AI, Digital Advertising.

Dubai

- Conduct and manage Process Re-engineering functions to improve operational efficiencies and current processes. - Guide and monitor the creation of automation to monitor & control activities.- Lead the gap analysis.- Analyze business processes, identify alternative solutions, assess the feasibility and recommend new approaches and solutions to improve KPIs.- Implementation of RDA & RPA on Pega. POC's with UI Path.

United Arab Emirates

1. Undertake revisions of established process models / Architecture / methodologies and recommend appropriate actions 2. Analyze and evaluate process designs for producing optimized architecture maps.3. Ensure monitoring of the processes through establishing control plan (using process charts, Statistical Process Control methods etc.).4. Manage and maintain repository of business critical processes, process mapping standards and notations, templates & tools.5. Develop Process Capability and Process Performance index and report on business critical processes of the assigned vertical.6. Lead and develop process owners in the definition, documentation, measurement, analysis, improvement and control of business processes.7. Develop and agree with direct supervisor on plans to continually build own Process skills and knowledge by anticipating demands and understanding own strengths and weaknesses.8. Drive and deliver Process Re-engineering Projects with quantifiable business benefits in order to identify and execute Continuous Process Improvement Initiatives across the company (PE).9. Facilitate development of different alternates to resolving critical business issues impacting process performance.10. Identify and define key measures and performance targets for business critical processes of the specific vertical and align them with company objectives based on Balanced Score Card.

United Arab Emirates

• Identifying and define key measures and performance targets for business critical processes aligning with company objectives based on Balanced Score Card.• Monitoring and reporting on the performance of core business processes, he/she will continually interface with key executives to facilitate strategic decision making regarding identified process performance improvements needs and operational optimization requirements. • Perform complex analysis of data based on standard methodologies like Six Sigma, identifying process issues / bottlenecks and root cause of low performance levels.• Develop Process Capability and Process Performance index and reporting on business critical processes.• Based on analysis, identify root causes of issues and avenues of process improvements.• Undertake revisions of established process models / Architecture / methodologies half yearly, perform revisions / modifications / updates as required.• Analyze and evaluate process designs for producing optimized architecture maps and processes.• Provide knowledge guidance to process analysts and process developers within the business units.

United Arab Emirates

• Working closely with the Quality Manager to analyse data & interpret it for performance improvement for Mobile & Fixed (Consumer & Enterprise)• Responsible for evaluating calls for Mobile & Home Services for our Outsource Partners IBM Kolkata & Mumbai • Monitor / Evaluate & Calibrate calls to provide indicators as to overall Operations performance.• To evaluate target groups on identified behaviours, detailed analysis of the queue, Team performance, insure accuracy of the queue; link the agent performance to required training.• Identify gaps in process affecting customer experience & recommend amendments to the Process Team / Customer Experience• Conduct calibration sessions to align understanding & improve efficiency of quality monitoring – internally & externally. Conduct monthly session to the Contact Centre Mgmt to discuss team performance & review improvement initiatives.• Review & provide timely feedback’s to Project Managers for product & offers - PCI, PSD & CCR• Voice of the Customer: - Conduct bi-monthly meetings with Marketing Customer Experience Team & Customer Care Project Managers on top call drivers & latest product launches.• Mystery Shopping :- Quarterly review of the questionnaire & results with CEA team

United Arab Emirates

-Create and develop daily/ weekly dashboards for business units based on progress of projects and initiatives-Compiling reviewing and analysing company key quality & process performance indicators (KPI), both Sales and Operational- Building up a benchmark database- Create and develop new reports, generate existing reports and analyze data- Completes reports using standard tools including pre-defined criteria and queries- Measure performance of every process & projects implemented by the change management team

United Arab Emirates

- Part of Customer Service, Quality Management Team, handling closure of Support Incidents.- Co-ordinate with various Support Teams (Call centre, Network Operations, Provisioning, Sales, VAS, Activations).- KPI Management, Process Mapping, MIS reports, Gap Analysis, Quality Assurance Process.

United Arab Emirates

- Part of Customer Service, Quality Management Team, handling closure of Support Incidents.- Co-ordinate with various Support Teams (Call centre, Network Operations, Provisioning, Sales, VAS, Activations).- KPI Management, Process Mapping, MIS reports, Gap Analysis, Quality Assurance Process.

Mumbai Area, India

Mumbai Area, India

Team Leader for America Online which is a leading ISP provider in America. Handling a team of Customer Service Associates providing technical support to AOL users

Mumbai Area, India

Lean Six Sigma - Master Black Belt

Lead Auditor, 9001:2015

Pgdpm, Project Management

Auditor, Internal Qms Auditor

Black Belt, Six Sigma

Igniit, Software Programming

Bachelor'S Degree, Science

Bsc, Botany

Ssc