Javid Jaffer Sheriff

Experience

• 

  CSS Corp

  Nov 2013 - Nov 2017

  Team Lead
• 

  Tech Mahindra

  Nov 2017 - Nov 2022

  • Involved in preparing all information-based training material for courses, including PowerPoint presentations, skill exploration and assessments.• Scheduling and conducting training to individual or group of people via video conferencing or personal.• Analyze training needs and schedule training programs while remaining flexible to new training demands.• Provided assistance to the support staff with end-user refresher training and development programs.• Developed company bases training program and prepare written and electronic documents for user enhancement.• Create training material, tutorial and instruction manuals for department and share monthly metrics and presented to upper management on a quarterly basis.• Provide support external training providers and records with proper category management and vendor relationship management. • Responsible for developing curriculum and materials used to train workgroup management teams.• Design and conducted training classes and training programmes which appropriate to the skills needed.• Design course materials and documents such as handouts, manuals, online tutorials and reference documentation for end users.• Prepare the learning environment and computer based resources, including setting up IT equipment where appropriate needed.• Responsible to maintain appropriate records of learner development and resource allocation in the form of training, tutorial and instruction manuals, online help.• Suggest methods for improving team performance through establishing implementing and improving training policies, procedures, and programs.• Provide end user for product launches, go-lives, new product version releases• Conduct research on training topics and provide best practices in the specific training and development programs.• Gather detailed training requirements for applicable projects and define training scope to the organization. Show less

  • Associate Manager - Training

    Apr 2022 - Nov 2022

  • Senior Trainer

    Apr 2019 - Mar 2022

  • Trainer

    Nov 2017 - Mar 2019
• 

  Movate

  Nov 2022 - now

  SLA Management • Manage performance of the team• Deliver on SLA commitments based on the contract• Meet and exceed customer satisfaction goals• Daily / Weekly / Monthly / Quarterly Reporting of SLA performance• Proactive management of business / operations trends• Formulate continuous improvement planClient Management • Ensure client satisfaction in alignment with “100 Referenceable customers”• Weekly / Monthly / Quarterly operations and business review with stakeholders.• Set and Manage client expectations• Identify potential new business opportunities• To take complete ownership of the cases and to take feedback on negative surveys• To handle deviations and carry out risk analysisQuality Management • Create and improve process guidelines and framework.• Drive adherence and compliance to organizational / quality standards• Formulate action plans for consistent service delivery quality• Create preventive / corrective action plans on Customer or Client comments / feedbackOperations Management • Set and review KRA’s for the team, align their goals to the overall objectives of the organization / client• Daily /Weekly / Monthly / Quarterly operations review with internal and external stakeholders• Capacity / Resource planning and management• Liaison with cross functions across the organization addressing the needs of the team members• To own corporate initiatives aimed at operational improvement (SOP/ Best practices/ Audit documentation etc)• Business Continuity planning and Risk managementSkill development • Address skill gaps in Product / Process / Technology / Communication• Mentor Leads & Managers• Plan Relevant training programs working with respective groupsProject Revenue and cost management: • To manage revenue and cost drivers• Operate on planned budget• Working with internal / client teams on Invoicing, PR and PO• Prepare monthly / quarterly revenue / margin projections• Resource planning (People / IT) Show less

  • Senior Project Manager

    Jul 2024 - now

  • Project Manager

    Nov 2022 - now