Joan Poswaity

Experience

• 

  Netpoint Consultancy Pvt. Ltd

  Aug 2002 - Jul 2003

  Administrative Assistant
• 

  Axiom Telecom

  Sept 2003 - Dec 2019

  • Responsible for financial functions including budgeting, planning, forecasting, variance analysis, financial reports and P&L responsibility.• Conducted SWOT analysis and brainstorming sessions to develop goals and strategies to achieve them. Executed short and long terms strategies to reach company goals.• Developed clear communication process improvement initiatives through focused action planning that drove improved departmental performance and the achievement of top-rated service levels through. • Plan, develop and implement new service brands including Contract/ Agreement reviews by liaising closely with Suppliers & internal departments.• Responsible for Performance management of direct reports: Mid-year and year end reviews. Analyzing the 360-degree performance/ reports of the operations and its effect on the balanced scorecard. Show less • Structured and streamlined day-to-day operations by eliminating non-value adding activities and boosting operations efficiencies. Developed standardized office procedures and policies to ensure accuracy and continuity among processes. Conduct internal quality and process audits to ensure that all the stakeholder and standard requirements are met.• Planned & implemented training programs to ensure employees are equipped with the necessary skills & experience to achieve high levels of performance. • Implemented Lean philosophy like Kaizen (Change for Good), Lean tools & concepts like 5S, VSM (Value Stream Mapping), Pull & Push through Kan Ban system, Visual Controls and 7 wastes. TPS Learnings and Implementation of A3 – Hoshin planning, Kamishibhai (Self check Audit), Communication cells, Heijunka (Load Management), Stand in Circle, 5 Why’s, 3C’s, Genchi Gembutsu (Go See for yourself) and many more.• Improving the overall productivity by championing tools and techniques which will ensure and enhance the economies of scale in operations executed. Show less • Formulate plans and strategies for maximising customer satisfaction. Ensuring a high-quality customer experience, elevating customer satisfaction, analyzing customer complaints and formulating corrective and preventive action plans. • Effectively communicate and co ordinate with internal and external customers on Turnaround time, urgent repairs etc.• Maintaining cordial relations with customers to sustain the profitability of the business. • Motivating and empowering staff to achieve higher level of efficiencies. Show less

  • Operations Manager - Services

    Oct 2012 - Dec 2019

  • Assistant Operations Manager

    Jan 2010 - Sept 2012

  • Operations Supervisor

    Jan 2006 - Dec 2009

  • Care Team Leader

    Sept 2003 - Dec 2005
• 

  Lenovo

  Sept 2021 - Sept 2024

  META Services Support Manager

  • Project Management & Coordination: Managed/ Supported central and regional projects for MEA, through consistent monitoring of milestones, deliverables, and timelines to meet business outcomes.• New systems/ tools implemented across META in coordination with the concerned Lenovo teams, conducted systems training and 1:1 tailored session for specific partners.• Data analytics: Analyzed operational reports to identify anomalies and opportunities for improvement. Provided Actionable insights and recommendations to the team.• Performance Monitoring: Ensured Lenovo Services delivery standards adherence by tracking key performance indicators (KPIs) for the department. Provided regular status updates to the Service Delivery Lead and Managers.• Process efficiency Improvement: Improved operational processes and supported / implemented cost reduction initiatives. • Issue Escalation & Resolution: Identified potential risks and issues in project execution, escalated as necessary and facilitated effective resolution by collaborating with senior leaders to remove roadblocks ensuring successful project outcomes.• Intra Team Engagement: Worked closely with Service Delivery Lead and Managers, aiding with report preparation, presentations, deep dive analysis, new partner onboarding, termination of partners, Newsletters to Partners and system related queries.• Digital visibility: Strengthened META e-Services support functionality in coordination with the e-Services Support Team by enabling WhatsApp, Repair Status check, Email Support, and e-ticketing to the Lenovo Support Website.Awards at Lenovo• Team Excellence Award – Project MEA Field Support Transition, Project Manager, Q2 – FY2324• Team Award – Project MEA Premier Partners to MSD, Team Member, Q2 – FY2223• Team Excellence Award – Project VASCO, Team Member, Q4 – FY2122 Show less