Muhammad Farazuddin Email & Phone Number

Kolkata, West Bengal, India

➢ Own end to end contract management including P&L performance, risk and obligations as well as financial targets and profit improvement for a number of medium sized contracts or a large contract depending on complexity➢ For wholly owned contracts, will have accountability for development of contract growth (sales opportunities), capitalising BT's propositions with end customers to drive business growth.➢ The responsibility to ensure that all services delivered to the complex contract/s by CDS are delivered to the standards required and/or contained within the customer contract.➢ The ownership and management of all queries, disputes and escalations associated with the contract under ownership➢ The ownership and management of all commercial elements of the contract for which CDS is responsible for delivery and the development of those activities with the end customer and contract team.➢ The responsibility for the delivery of any transformational, developmental or improvement activities associated with the contract under management.

Kolkata, West Bengal, India

➢ Responsible for resourcing, people management, performance vs end customer SLA commitments.➢ Maintenance and development of customer/stakeholder relationships➢ Responsible to ensure that all services delivered to the contracts by BT are delivered to the standards required and/or contained within the customer contracts➢ Ownership and management of all queries, disputes and escalations associated with the contracts under ownership➢ Accountable for development of contract growth (sales opportunities), capitalizing BT's propositions with end customers to drive business growth➢ Accountable for delivering a portfolio of projects (i.e., multiple large projects) against understood and agreed criteria in lien with contractual milestones, timescales and budgets➢ Driving the Continuous Improvement culture in the team.➢ Following the leadership behaviours model and focusing our connection to build value internally as well as externally. ➢ Driving efficiencies and implementing service tower strategy, process improvement and transformations within team.➢ Managing relationship with the CFU operational contact and first/second point of escalation for service-related issues.➢ Leading, coaching, and keeping the team engaged and motivating the team towards achieving individual and team targets, and delivering excellent standards of customer service➢ To take Ownership and accountability of Contractual SLA, KPIs and Quality targets and drive the team to exceed or meet them at the minimum➢ To build a productive team environment and promote operational excellence within team. ➢ To motivate, mentor, coach and develop team member’s skills as required. ➢ Responsible for stakeholder engagement at the middle management level in the customer's / stakeholder's organization and manage service escalations.➢ Also responsible for customer and employee satisfaction levels

Kolkata, West Bengal, India

➢ Working as a CDM Expert for Billing under Revenue Management and Margin Management.➢ Steering BAU calls with the internal/external stakeholders to discuss on the health of the contract, opportunities and challenges.➢ Keep a track of attendance, production, Quality/RFT and produce a detailed Operations Dashboard.➢ Coaching, mentoring and keeping the team engaged and motivating the team towards achieving individual and team targets, and delivering admirable standards of customer service.➢ Monthly/Quarterly connects with the Business Manager, Project Manager, Service Manager, Account Manager and customers based in UK and rest of the world.➢ Adhering to SLA (External & Internal) and ensuring request to be done at Right First Time➢ Auditing transactions internal assigned BT contracts.➢ Preparing Billed and Unbilled Reports, maintaining and updating the Forecasting tracker for potential unbilled.➢ Coached team members on different LOBs products and Service Delivery Management process.

Kolkata, West Bengal, India

➢ Updating PID (Project initiation document)/SOW, SOP, Change log, Issue Log, Cost Model Template and Project Manager’s Timesheet. Managing multiple Generic Service Requests, Simple Service Request, Order and Requisitions and Internal Service Requests. Joining the implementation call for project deliveries for both UK and Non-UK customers.➢ End to End project delivery from initial stage to closure for Network Infrastructure projects in all regions from simple to complex projects for assigned contract(s).➢ Assisting in resolving ad-hoc issues regarding delivery management.➢ The management of multiple invoices derived from a central commercial inventory sent from a single BT entity to multiple customer entities➢ Obtaining cost inputs, normalising, validating and managing exceptions to correction for customer contracts or a defined set of BT or Third Party products➢ Managing and reporting for all internal contract resource costs including forecast and variance management for small to medium sized contracts.

Kolkata, West Bengal, India

Working for the Accounts Payable team and looking after ➢ Disbursement Activity – Doing payment runs and payment via bank transfer. Foreign (payments made outside US) and Domestic Invoice processing. Query management and reconciliation for payments.➢ Quality audits for invoice processing for 6 different teams. Doing root-cause analysis for the error captured in the audits. Conducting the team huddle and discussing the errors captured with the team members.➢ Invoice processing activities for the UK team. Email/Query management and looking after the generic email box. Preparing month end reports like dunning and interstat.

Kolkata, West Bengal, India

➢ Handling Customer Calls and resolving their technical issue (hardware/software).➢ Preparing the action log for the troubleshooting steps followed in each request. Query management.➢ Auditing call log for the team