Manish Kumar Email & Phone Number

Kuwait City, Al Asimah Governate, Kw

Kuwait

Responsible for overseeing the operations, Financial performance, Client relationship, Customer satisfaction & Experience and new business development in Kuwait for India, Spain & Slovakia operations. Key Responsibilities are ,• Lead all aspects of the company's operations in Kuwait, overseeing a team of 40+.• Develop and implement strategic business plans, driving revenue growth & Market expansion.• Establishing & nurturing key partnerships with local stakeholders, including government authorities, clients, and suppliers, to maximize business opportunities and mitigate risks.• Fostering a high-performance culture, attracting, developing, and retaining top talent through effective leadership, mentoring, and training initiatives.• Collaborating with cross-functional teams at the global headquarters to align strategies and share best practices.• Regularly reporting performance metrics, market insights, and operational updates to senior management.

Mumbai, Maharashtra, India

Driving forward Process improvement/re-engineering opportunities, System-level changes/corrections to simplify the customer journey and FL ease of operations, Driving CX improvement, Driving digital transformation, Process training, implementation & Compliance.Customer journey breakpoints elimination, Building Digital Service Journeys primarily focussed towards CX improvement, ease of operations and Simplified Customer Journeys.Strategic Leader with excellence in conceptualizing & executing customer services strategies based on extensive analysis of service operations and market dynamics; planning & executing customer life cycle management measures.Implementation & monitor customer life stage-based processes to ensure improvement on CX metrics like TNPS, Complaints, bill disputes, etc. to bridge gaps.Anchoring initiatives to enhance CX through research and analytics to establish effective insights for effective and sustained actions. Leader with excellent Project Management skills; Hands-on experience in driving and leading key regulatory projects for end-to-end implementation at pan India level.Identify & drive opportunities for automation, system corrections, new solution developments to bring scalability in the processes.

Chandigarh

* A Strategic Business Leader, with diversified experience of Telecom & Manufacturing domain in the areas of Customer Service& Delivery, Collections& Retention, Process Improvements & Automation and Project Management with an aim to achieve organizational objectives * Currently working in top management capacity as Enterprise Customer Service Head; leading a team of 13+ Professionals for driving customer support operations and customer experience enhancement for Consumer and Enterprise customers with an aim to expand business revenue. * Strategic Leader with excellence in conceptualizing & executing customer services strategies based on extensive analysis of service operations and market dynamics; planning & executing customer life cycle management measures. * Consistently delivered growth of revenue, improved ROI through long-term planning with vital enhancements in service levels, operational efficiency and driving up selling initiatives through Service team * Leader with passion to drive digital adoption by implementing process initiatives & innovations, on boarding customers on digital service platform thus increasing customer engagement and reduce cost of service. * Leader with excellent Project Management skills ; Hands on experience in driving and leading key regulatory projects for end to end implementation at pan India level. * Showcased strategic and operational leadership across defining financial objectives, preparing annual budgets, scheduling expenditures, conducting variance analysis and cost-effective analysis * Gained recognition from top management for achieving significant improvement in R-NPS and significant reduction in subscriber churn. * Value Addition & Leadership: Focused on driving maximum profitability for the organization; worked towards developing new business from existing corporate and driving digital footprint to reduce cost of service.

Chandigarh Area, India

Having worked in the Manufacturing industry for 10years which significantly helped me to sharpen my business and customer-centric acumen, I started my career in the Telecom industry. My journey in the Telecom industry has been extremely enriching & rewarding. I started my tenure with Idea Cellular with the responsibility of driving process compliance & Process improvement of SD function processes under Service Excellence vertical for B&J circle. Have played a significant role in B&J circle launch in 2008 and migration of prepaid CRM. Subsequently have been given additional charge of handling CIM vertical and have demonstrated excellence in driving call center KPIs and setting up of new call center at Ranchi. Moving on , I was entrusted with the responsibility of handling Audit & Regulatory vertical of SD function as National head based out of corporate office , Mumbai with accountability for ensuring SD process compliance for all Idea circles and implementing various regulatory policies released by TRAI / DoT. Have successfully implemented few of the critical policies like DND, Subscriber verification, etc. Have received "Excellence Award" for successful implementation of DND regulation.My next and current role involved driving strategy & providing leadership to the SD postpaid vertical for managing Collection & Retention, Bad debt & Churn control, Service provisioning & Activation, Enterprise business for mobility, and Lease line & Key account management & cost reduction. As a cost saving & customer centric project have driven E-bill penetration to 87% thus reducing approx. 17mn.

Mumbai Metropolitan Region

Patna, Bihar, India

Patna Area, India

My first introduction to the world of Telecom business. After 10 years of rigorous working in different manufacturing industry from automotive to refrigation into the area of customer service , new product development, process improvement and optimization through six sigma methodology , Kaizen, QMS etc. I got an opportunity to work into "Business Excellence" function of Airtel B&J service area. I took this challenge to change and switched my career to yet another challenging assignment."Business Excellence" is actually a "Horizontal" which works with all verticals towards process improvement and optimization through six sigma projects and knowledge management. I was able to complete few critical projects like " Enhancing sales front line efficacy" & " Reinforcing brand visibility" and have been certified as " Six sigma black belt" by Airtel. Have been instrumental in driving change management through various " Yellow belt initiatives" and ensured that top management and all vertical heads are Yellow / Green belt certified as an inspiration to entire work force.I have leveraged my exposure at Airtel to significantly enhance my key skills and understand telecoms industry from 360 degree perspective.

Ncr Delhi

Provided tactical leadership across heading the entire Manufacturing (QA/QC/Product development / Pilot approvals / Automation ) functions of the assigned divisions w.r.t. cost, resource deployment, time overruns, manpower planning & quality compliance to ensure timely execution of activities. Led manufacturing of Compressors for Refrigerators & Air Conditioning units /Control Cables & Power Window Regulators / Rubber Automotive Parts / Automotive Control Cables. Scheduled day-to-day manufacturing related activities, schedules and allocated work for proper & effective functioning of the operations with proper quality and a view to ensure timely accomplishment of manufacturing targets.Growth Path Aug. 05 - Jun. 06 : Tecumseh products Pvt. Ltd. (Dy. Manager Quality Assurance)Jan. 02 - Aug.05 : Hilex India Pvt. Limited ( Asst. Manager Quality Assurance)Jan. 00 - Jan.02 : Talbros Pvt. Limited ( Team Lead Quality Control)Apr.98 - Jan.00 : Madhusudan Nippon Limited ( Engineer Quality Control)Oct. 96 - Apr.98 : Anand Motors Pvt. Limited ( GET Quality Control)Started my career as GET & made few quick job changes in early career stage and acquired knowledge in the field of quality assurance , Quality management system , Six sigma, new product development and customer servicing. I played important role is developing QMS document for Talbros and Hilex and got following certifications• Six Sigma Black Belt from Bharti Airtel Ltd.• Six Sigma Green Belt from KPMG.• Lead Auditor for ISO 9001:2000 from CII• Internal Auditor for TS16949: 2002 from BVQIDuring my stint with Manufacturing industry, I was direct interface to all automobile major like Maruti , Honda , Toyota & Ford for customer servicing , product testing etc. Played a key role in development, testing and implementation of control cables for Toyota Innova and Handled end to end project for development & manufacturing of “Power Window Regulators” for Honda City in 2004 at Nippon Cable System Inc., Japan.

Pgdbm

Bachelor Of Engineering - Be, Mechanical Engineering

Education record