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Mohit Lamba

Mohit Lamba

Followers of Mohit Lamba875 followers
location of Mohit LambaChennai, Tamil Nadu, India

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  • Timeline

  • Skills

    Six sigma
    Project management
    Training
    Continuous improvement
    Dmaic
    Change management
    Analysis
    Management
    Vendor management
    Lean transformation
    Analytics
    Product development
    Banking
    Business process improvement
    Data analysis
    Strategy
    Relationship management
    Process improvement
    Business analysis
    Team management
    Leadership
    Customer relationship management

  • About me

    Experienced Director Of Service Excellence with a demonstrated history of working in the information technology and services industry. Skilled in DMAIC, Analytical Skills, Customer Relationship Management (CRM), Management, and Continuous Improvement. Strong operations professional with a Masters of Business Administration focused in Marketing/Marketing Management, General from IIPM.

  • Education

    • IIPM

      2003 - 2005
      Masters of Business Administration Marketing/Marketing Management, General

    • Army School

      1998 - 1999
      12th Commerce

    • Army School

      1996 - 1997
      10th

    • Indian Institute of Planning and Management

      2003 - 2005
      IMI- Belgium Marketing & Finance

    • Kurukshetra University

      1999 - 2002
      Bachelor of Commerce (B.Com.) Business/Commerce, General

  • Experience

    • GE Capital Business Process Management Service Pvt Ltd

      Jun 2005 - Aug 2014

       Certified Lean Six Sigma Black Belt (General Electric Co.), Advanced Lean (Genpact) & PMP®  Possess excellent interpersonal, communication and analytical skills with demonstrated abilities in project management. Performing trend analyses on data, identify deficiencies, and recommend solutions; ensure maintenance of processes & procedures to facilitate the same. Handling key impact projects, strategic initiatives & implementing six sigma projects. Mapping business requirement & coordinating in developing & implementing processes in line with preset guidelines, spearheading process transition initiatives. Monitoring the overall functioning of process, identify improvement areas & implementing adequate measures to maximise customer satisfaction level. Using Six Sigma approach along with a data backed methodology to handle key business projects across verticals. Using DMAIC, QFD, FMEA & other methodologies/tools to monitor high impact business cases. Setting up targets, maintaining CTQ( Critical to Quality) CTP(Critical to Process) targets and involved in planning for the process. Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.Project- Time To Service (TTS- DMAIC)• Which starts when a customer contacts us for a query, request or a Complaint & ends on resolution & close looping with the customer. I was able to institutionalize TTS as a metric in the organisation & drive metric improvement from 6 Days to 4 DaysProject- Transaction Dispute Cycle Time Reduction (TTDR-LEAN) • TAT of Charge Back process. – was able to drive process improvements & reducing the process TAT by 40%, TAT from 129 D to 71 D.Project- Y Complaints (DMAIC)• Organisation wide project to reduce customer pain areas.• 15 cross functional project teams aiming at reducing customer pain areas by 33% Show less

      • Black Belt -Certified (Senior Manager)

        Oct 2010 - Aug 2014

      • Manager

        Mar 2008 - Sept 2010

      • Assistant Manager

        Jun 2005 - Feb 2008

    • GE Capital Business Process Management Services Ltd.

      Sept 2014 - Jun 2015
      AVP- Change Management Leader

      *Change Management Leader for one of the Largest business IT investment impacting 2000+ employees.*Leading end-2-end program change management*Program training planning, delivery & execution at organizational level*Business consultant for new process introduction & improving on the existing capabilities wrt to new CRM platform

    • Sutherland Global Services

      Jun 2015 - now

      - Leveraging Technology & Innovation to drive KPI Attainment- New Product Design & Deployments- KM, Automation, AI- Leading Transformation & Change Management Projects- LSS Training & Mentoring- China & Malaysia geography head (SE)- Client Services

      • Senior Director

        Jan 2020 - now

      • Director Service Excellence

        Jun 2015 - Dec 2019

  • Licenses & Certifications

    • Black Belt

      GE
      Oct 2010