Shashank Teldhune Email & Phone Number

Copenhagen, DK

Copenhagen, Capital Region, Denmark

Support DTO in business transformation by establishing Portfolio management and OKR framework for ANCOTRANS business, and leading the planning, managing, and executing all the steps of business transformation projects from start to finish to achieve ANCOTRANS business outcomes.

København, Capital Region, Denmark

Copenhagen Area, Capital Region, Denmark

• Responsible for portfolio of Customer service - Strategic transformation programs and projects, with an annual investment budget of approx 40 MUSD, delivering on key business outcomes and to enable Maersk achieve the.
• Managed and delivered CS strategic CRM programs on Salesforce platform like Case Management, Chatbots, Online visibility – to enhance customer experience, yielding in NPS growth from negative to highest ever score of.
• Managed and delivered CS strategic Booking programs on GCSS platform to provide significant Self Serve capabilities to customers, thus leading to online bookings increasing from 4% till 80%, and online delivery orders.
• Managed strategic Compliance programs, with global deployment of Manifest systems for customers, simplifying the process of customers getting shipments cleared from local customs authorities. These programs contributed.
• Planned and executed CS technology strategy, to achieve the vision of being Global integrator of container logistics.

India

• Led the deployment of Global CRM solution for teams in 146 countries for over 14000 users, to transform the way we interact with customers all over the world. Managed the Transformation the Customer relationship.
• Managed this program by managing the investments of over 50 MUSD from the overall transformation program of approx 500 MUSD budget, complying to transformation governance, and delivering on expected timelines through.
• Expanded this transformation program beyond customer service, to operations, finance, sales organisations - to connect our teams to provide the customers faster and accurate responses to their queries and problems..
• Responsible for Stakeholder management - internal and external, program operating model compliance and vendor management.

Pune, Maharashtra, India

• Designed and implemented the first ever Business Continuity management system based on ISO22301/BS25999 for Maersk GSCs in India, China and Philippines. The implementation of this BCM framework had a scope of approx.
• Led the assessments to identify vulnerabilities and establish Risks and threats levels for all the GSC sites and processes. Established process criticalities to then develop appropriate recovery strategies at process.
• Developed and implemented Recovery strategies for every site and processes within India, China, Philippines by making the business cases based on business impacts and getting the investments approved by the C-ex.
• Established the BCM organization, with introducing new roles in GSC, restructuring the Site office management to support BCM and introduced new responsibilities for GSC leadership which will be kicked in during Crisis.
• Managed all the Crisis situation during these times with robust communication methodologies, information flows right up to leadership and managing the kicking in of Recovery strategies to ensure no impact to business..
• Developed and implemented the PROCESS STANDARDIZATION and Operational Excellence Frameworks in locations across India, China and Phillipines.

Mumbai, Maharashtra, India

• Responsible for institutionalizing the Operations Maturity Framework in the respective business line. The maturity framework established a process as Stable, Capable or Optimized based on parameters of Operational.
• Responsible for ensuring the process offshoring was efficient and effective. Responsible for making a large Telecom business process STABLE while offshored, thus ensuring the operations performance targets were met.
• Responsible for achieving the CTS – Cost to Serve, for the respective business areas, by fostering innovation and continuous
• improvements in processes, launching short term and long term projects based on Six Sigma and lean methodologies for efficiency improvements bringing in sustainable cost savings for business, leading to increase in.
• Drove We@A, a Kaizen mechanism for driving continuous improvement, where the ideas come in from all levels of organisation. Responsible for 'triaging' of improvement ideas, sizing up, cost benefit analysis and then.

Mumbai, Maharashtra, India

• Responsible for designing and implementing Quality Approach - QMS for Capita clients, establishing the Quality standards, quality targets/thresholds, quality monitoring process, feedback, reporting mechanism and.
• Drive long term and short term improvement projects, based on Six Sigma and Lean methodologies to enhance productivity, save operational cost and drive efficiency for Capita's one of biggest client - Prudential.
• Trained approx 40 managers and sr managers on Six Sigma green belt quality methodologies and Lean sigma methodologies, and mentored them in implementation of Six sigma projects driven across organsiation.
• Responsible for Kaizen continous improvement mechanism - ASM (All suggestions matter), to capture ideation from all levels of organisation and move the ideas to implementation to enhance operational performance and.
• Invited to participate in Capita International’s Divisional Transformation Director on special projects to enhance overall Quality management system in the organsiation.

Mumbai, Maharashtra, India

• Designed and implemented Complaints Framework for Capita s biggest client - Prudential Insurance, to identify complaints, drive analysis of complaints, response strategy to the complaints, cost benefit analysis in.
• Defined the Risk management framework for complaints, determining the monetary loss i.e. fines, returns and claims paid out erroneously to customers arising from complaints. This framework directly enabled the impact.
• Responsible for leading and implementing the Capita Quality framework in Prudential account, by establishing the Quality standards defined by Capita QAD/QMS in terms of QUality scoring, recording, monitoring and.

-Six Sigma - Business Improvements-Business process reengineering

Pune, Maharashtra, India

Corporate Six Sigma BLACK BELT for three processes: Largest telecom industry of US, AT&T wireless, Major Airline’s industry of US, DELTA airlines and sixth largest Internet Service provider of US, BELLSOUTH Inc.Responsible for Quality performance of these three largest processes in Wipro BPO.Engineer, initiate and Lead SIX SIGMA projects as Black Belt; to.

Pune, Maharashtra, India

Delivery lead for one of groups in largest Telecom account in Wipro Spectramind, Pune, AT&T wireless ltd.Led, Manage, Guide, and coached a team of 6 Team Leaders, along with their respective teams.Responsible of performance of these team leaders along with their team members, around 120 representatives.Handle the Client Communications, reporting pertaining.

Delivery lead for one of groups in largest Telecom account in Wipro Spectramind, Pune, AT&T wireless ltd.Led, Manage, Guide, and coached a team of 30 team members, along with their respective teams.Handle the Client Communications, reporting pertaining to floor quality, and improvement strategies.Supervisory responsibilities in line with Organization.

Pune, Maharashtra, India

Responsible for operational delivery as Customer care unit to address the customer service for largest mobile networks.Managed a team of 30 CSAs. Conducting Training programs for New Recruits and Grooming programs for existing on floor CSA’s.Successful transition and setup of Contact centres for BSNL in DELHI, BANGALORE and CALCUTTA

Master Of Business Administration (M.B.A.)

Bachelor'S Degree