Experience

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  Tlscontact

  Apr 2014 - Jun 2018

  Drove project and continuous improvement initiatives across business units in more than 80 countries (EMEA, CIS & APAC) to improve service standards, profitability and efficiency. This was a newly created role in the company and to be successful it required the promotion of a positive change culture by heavily engaging employees and stakeholders at all levels of the company. It also included the coaching of junior project managers.• Implemented a real-time customer satisfaction tool to provide effective and visible feedback and reporting to senior managers, clients and customers• Introduced a cloud-based contract management software to centralise contracts and change notes, facilitating cross-regional data sharing between departments and reporting on key contract dates• Increased B2C sales of added value services by 20% within year by introducing local payment options, creating team incentives and sharing of best practices across geographies Show less Responsible for the delivery of projects as well as the day-to-day management of 12 visa application centres in 10 European countries. Projects included:• Opening of 3 new offices in Edinburgh, Munich and Prague - full project lifecycle from premise selection, fit out works, hiring of local teams up to post-opening audits with the client• Implementation of a new Biometric Enrolment System - developing standard operating procedures, creating training materials, deployment, testing, decommissioning of legacy hardware• Planning and managing the roll-out of new operational and IT services across EMEA• Introduction of an online travel management system for EMEA which lead to reduced travel costs and provided travel approvers with improved visibility of costs and budgetsThe operational part of the role included leading a team of 50 people and developing the region to reach operational maturity. Areas of focus:• Compliance with client’s data security requirements and ISO27001• Risk and incident management, developing contingency and mitigation plans• Evaluating contractual performance, KPIs and SLA breaches with public sector clients• CAPEX and OPEX management vs. actual / forecast variances• Leading, motivating and developing the team Show less

  • Project Manager

    Jan 2017 - Jun 2018

  • Regional Operations Manager

    Mar 2015 - Jan 2017

  • Regional Operations Coordinator

    Apr 2014 - Mar 2015
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  Hgs - hinduja global solutions

  Mar 2019 - Apr 2022

  Project manager

  Leading implementation projects for new clients, either transitioning contact and back-office services from the previous service provider to HGS or by standing up completely new services as per client requirements. Working in partnership with clients and 3rd parties to create effective governance structures which facilitate risk management/mitigation and decision making. Owning the project plan, ensuring milestones are met and holding internal workstreams responsible for the quality and timing of their project deliverables. Representing the project team in senior client meetings and closely working with sales and client services teams to lay the foundation for a positive relationship with the client that carries over into BAU operational delivery.Key element of successful project delivery is focus on digital solutions (cloud telephony / AWS; CRM / Dynamics 365 or Windows Virtual Desktop for remote working during COVID-19), from solution design with HGS’ IT delivery partner, 3rd party suppliers and developers, solution reviews with internal and external security teams all the way through to successful accreditation (including Cyber Essentials+ and external CREST / CHECK IT Health Checks). This includes the creation of project-specific test strategies and plans with IT BAs, execution of regression testing, UAT and test outcome reports. Show less

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  Aro technology

  Apr 2022 - now

  Senior project manager