Yashin Ramdutt Email & Phone Number

Hove, Sa, Au

Adelaide, South Australia, Australia

- Contributed to and led projects and workshops relating to workforce planning and developing data driven insights.- Ensured efficient and effective use of staffing resources at the appropriate levels and required skills. - Collated & reported on all OTR labour expenses and provided advice on needed actions to reduce costs. - Implemented compliance and optimisation changes to ensure adherence to best practice management protocols including engagement, implementation, and training sessions in a regulatory environment. - Chaired the Labour & Compliance forums through weekly performance analyses.- Improved efficiencies by simplifying processes through change management within the stores, ensuring these are implemented, reviewed, and continually improved in line with this function.- Led development projects and implemented seamless updates with our time & attendance system vendor.- Supported Payroll team during weekly payroll run by completing manual wage Adjustments, penalty calculations, and entitlements and allowances. Complete reports for alternating shift penalty calculations and contract top-ups.- Conducted store remuneration budgets, data entry for workforce planning & built daily reports.- Built new reports to track key compliance measures in addition to Average Hourly Rates (AHR).

Adelaide, Australia

 Operations, Project, and General Management: - Accountable for all projects within the Quantitative Research Data Sourcing divisions including three Call Centres in South Africa, Lesotho, and Mozambique, National CAPI Field teams, CAPI Tech Support, National Quota, and Geographic Information Science teams (GIS). - Manage divisional financial objectives – annual capex, project costs, forecasting, supplier management, purchasing controls, controlling variances, and taking corrective actions to ensure targets are met. - Manage CX and EX relationships by providing client feedback, acting as a key influencer, and new business proposals.- Build and maintain client engagement and work closely with the marketing insights team to ensure expected outcomes. - Responsible for staff scheduling and rostering nationally.- Responsible for approximately 1500 members of staff.

Johannesburg Area, South Africa

 General management of three Call Centres in South Africa, Lesotho, and Mozambique.  Provide leadership, strategy, and supervision to 280 members of staff.  Technical understanding of research and call centre software systems including Least Cost Routers, Abandoned Call management, Scripting, and the autodialling standards (Manual, Preview, Progressive/Power, and Predictive). Expanded the call centres capacity by 350%.  Improved performance by 133% in the first 5 years (Completes Per Hour - CPH improved from 1.67 to 3.9) through leadership and team development and Quality Management. Developed and implemented ISO 20252 standards; first dept in the company. Responsible for completion of projects on deadline, within budgets. Experienced in List and Panel Management, Seeded Numbers, and RDD.

Johannesburg Area, South Africa

 Accountable for the Contact Centre encompassing 9 brands, delivering excellent customer experience through multiple channels - Voice, Email, Live Chat. Manage projects, event marketing, and promotions across the globe. Manage the day to day operational marketing with Forums and Affiliates. Remain abreast of/drive new systems to optimize customer experience. Lead, inspire and co-ordinate Contact Centre Management team to create a motivated and engaged team. Responsible for the end to end customer contact processes, training, supporting cross company strategic initiatives to drive improvements, improve efficiency and reduce complaints. Responsible for the recruitment, training, induction and coaching strategy of the contact centre.

Johannesburg Area, South Africa

 Overall accountability of all project management for the ABB account - 8 branches in Jhb (worldwide ex-South Africa).  Formulate outsourced purchasing strategy.  Coordinate transport requirements between ABB, sub-contractors, suppliers, route planning with clearance certificates for out-of-gauge shipments.  Ensure enterprise resource planning through all related UTi divisions. Overall P&L accountability for the commercial insurance business unit including Strategy, Product Development, Marketing, Sales, After Sales Service, Claims Administration, Pricing, and Underwriting requirements. Responsible for development at an enterprise level, including possible acquisitions, joint ventures, partnerships and new income streams. Competent on Work Breakdown Schedule, Activity-on-Node, Activity-on-Arrow, Precedence Diagramming Method, GERT, and PERT project management systems, and using MS Projects and MS Visio. Calculating free slack and total slack times and identifying Critical Path (CPM).

Johannesburg Area, South Africa

 Management representative overseeing all change management through ISO / SHEQ (Safety, Health, Environment, Quality) requirements, business process analyses, continuous improvement, and standards (ISO 9000 and JIT principles).  Audit and analyse business processes including Gap analyses. Utilise Analysis for Trends to identify problem areas. Drafting, implementation, and control of new business policies. Drafting of workflow process on MS Visio.  Audit and analyse outstanding debtor accounts. Develop internal control procedures. Review audits. Proficient in Navision accounting software systems.  Oversee staff training, motivation, and feedback surveys.  Carry out performance management audits. PM audits to be completed on Service Level Agreements with outsourced suppliers e.g. transit times, damage reports, etc. Present monthly performance reviews to customers.  TQM: Comprehensive knowledge of ISO 9000. Direct the total quality assurance projects for all divisions (Air, Ocean, Road, Southbound, and Warehouse), and achieve ISO certification. Collate data and carry out analysis for trends. Function as the chairperson of the ISO Management Review meetings.

Master Of Business Administration (M.B.A.), Master'S Degree

MBA with specialism in Project Management.

Bachelor Of Commerce (B.Com.), Business Management & Industrial Psychology

Majors are Industrial Psychology and Buiness Management.

Education record