Carlson Kumar

Experience

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  WNS Customer Solutions

  Sept 2003 - Dec 2015

  Business Continuity Management (Feb 2009- Dec 2015) Risk Assessment, Mitigation and Business Impact Analysis Geopolitical risk assessment  Disaster & Crisis Management Conduct IT Single Point Of Failure (ITSPOF) exercise  Conduct Domain Controller and DHCP failover testing Responsible for Senior Management and Client Communiqué  Developed the Business Continuity Manual Designed and developed customized Business continuity strategies/solutions for multiple clients Managed Business Continuity for 6 sites in 3 locations across India and 2 international sites i.e. Romania& Sri Lanka Qualitative impact analysis to prioritize risks and to identify areas of immediate improvement in addressing the vulnerabilities Conducting regular audits of Internal Processes & Functions, reporting the findings to concerned Stake Holders/Senior Management and tracking for Gap Closures. The Audit covers Physical Security, Business Continuity, Contractual Compliance and Compliance to applicable standards. (i.e. ISO22301:2012, BS 25999) Designing, Delivering & Tracking Security Training & Emergency Awareness training Programs Responding, Investigating conducting Root Cause Analysis & providing Preventive & Corrective controls & tracking for Closure as part of Security Incidents Response Management. Consulting Setup BCMS Identified potential risks that may cause disruptions, financial and non-financial impact, key products and services, and critical business functions for the world's leading hub-based mobile communications company Formulated and implemented viable recovery strategies and plans Conducted Awareness Training and Exercises for testing of plans Show less Operations Management: Setting up & maintaining CTQ (Critical To Quality) / CTP (Critical To Process) targets for the process & team. Coordinating integration with support functions viz. Quality, Training, Technology, and Compliance& HR. Providing Cross Training to Process Associates to handle High Volume Situations and reduce Idle Time. Managed the start-up process through a team of 5 team leaders and 150 Customer Service Executives. Ensuring CTQ closure: Productivity-Capacity Based Turn Around Time (TAT) through Time studies & Capacity Planning and Accuracy Base-Lining.Process Transitioning: Actively involved in the transitioning of processes in adherence with the client’s requirements. Undertaking responsibilities of removing unnecessary procedures in process for efficient functioning. Ensuring uniformity in the process understanding at the client’s and the organization’s end. Representing the process before the Higher Level Management and the client.Client Servicing Mapping client’s requirements and rendering effective solutionsin line with the guidelines specified by the clients’ on Operations Floor. Identifying improvement areas & implementing measures to maximize customer satisfaction levels. Taking escalations for resolving critical issues; ensuring CTQ Delivery & Business Continuity.  Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.Team Management: Managing Team functions viz. manpower planning, recruitment, induction, performance appraisal, etc. Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets. Conducting training sessions & in house forums to boost the technical and soft skills of the subordinates. Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst Team members. Show less

  • Group Manager - Business Continuity Management

    Feb 2009 - Dec 2015

  • Manager Operations

    Sept 2003 - Jan 2009
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  Diageo Business Services India

  Mar 2017 - now

  Manager Global BCM