Harsheel Nakra

Experience

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  Bose Corporation India Pvt.Ltd

  Jan 2000 - Jul 2005

  Senior Demonstration Specialist

   Coordinating with the H.O in US and implementing the latest training sessions (training the other staff members/new employees) and techniques to demonstrate, upgrade customer service standards and build relationships. Driving the team to meet the set targets and standards. Making reports and maintaining customers’ data and following up with them on new offers,service issues and delight them on birthdays and anniversaries etc. Integral part of international conference calls with other stores and then implementing the required changes in own store. Show less

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  GE Capital Business Process Management Services Limited

  Sept 2005 - May 2013

  Creating and maintaining ‘Robust Audit Mechanism’ for all critical processes in operations, built in controls, statistically significant sampling strategies, ownership with respect to coordinating various internal & external audits – CAS, internal audit, MCA etc- Conceptualising & implementing short / long term plans to enhance a given process quality.- Ability to identify and thoroughly investigate key issues.- Knowledge of qualitative and quantitative database management systems.- Preparing MIS reports & other statements with a view to apprise management and a variety of other audiences related to Process operations and assist in critical decision-making process.- Driving Operational excellence through Metrics and Dashboards for the Business. Designed & implemented Automated Business Dashboard to measure key business metrics- Define and refine the metrics which are critical for the success of new projects & internal departments.- Responsible for driving initiatives with internal departments to ensure the service level agreements that have agreed are achieved and maintained. - Developing and maintaining business reports and performing ad hoc analysis. Show less - Relationship handling across diverse spectrum of customers- ranging from SBI officials, India Post to Jet. Assisted team members in resolving an unusual situation to customer’s satisfaction. Also provided root cause analysis of escalations to recommend changes in workflows, procedures, and service levels based on SBI’s and Jet’s demands.- Spearheaded the operations management, process management & enhancements, vendor management, client relationship management, MIS management, team management.- Mapped client’s requirements; assisting in developing, implementing and transitioning by smooth launching of new products, customising processes in line with the guidelines specified by the client.- Delivered the CTQs as defined by third party businesses and reduce cost by digitization and cost negotiation to increase profitability.- Owned PNL for third party businesses.- Identified opportunities for operational process improvements and recommend solutions for driving the business forward.- Vendor management including government bodies. Valid agreement with all the suppliers with rates and detail of scope of activities. - Created & deployed SLA's with all the Suppliers. Created BCP model for all processes including vendors.- Responsible for all procurements (Blank plastic n collateral), personalisation and fulfilment to ensure effective inventory control - Effective liasioning with the cross-functional teams like the IT, Sourcing, Call centre and Operations for set up of new automated processes Show less

  • Manager Centre of Excellence

    Jun 2011 - May 2013

  • Operation Lead for Jet Airways and SBI Group

    Sept 2005 - May 2011
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  IndusInd Bank

  Jul 2013 - Jun 2015

  AVP - Service Quality, Consumer Banking

  - Deployed roadmap for process excellence for transactional processes encompassing contact centres, Central Processing Units and Direct Banking Channels to balance operational delivery with enhanced customer experience- Maintained awareness of industry measurable and metrics along with developing and maintain a strong understanding of the competitive environment- Define and implement performance metrics that will ensure the tracking and continuous improvement of IndusInd’s products and services to our customer and stakeholder measures and outcomes- Led projects for process automation, creation of Service Channels & outsourcing ,to enhance Customer Experience & productivity - Map business processes and identify improvement opportunities. Leverage analytics tools and information including surveys, metrics, and root cause analysis to formulate actions that will enhance Customer Experience & maximise customer satisfaction levels.- Integrating Quality and Business Excellence framework in the organization strategy. Benchmarking, standardizing all business interventions.- Support organization wide multi-channel and multi-touch point framework for customer experience spanning across 750 consumer-banking branches Pan India . Show less

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  Vodafone

  Jun 2016 - Aug 2017

  Quality Head – Customer Services

  To ensure highest standards of service assurance across all Customer touch points through implementation of standardized quality processes, measurement and benchmarking of performance and identification and improvement of the underperforming processes• Implemented standardized quality process, practices and reporting etc. across all touch points• Measured and review on a timely basis, the effectiveness of quality processes, practices and reporting across all touch points, as per pre-defined SLAs.• Created a structured process improvement framework across for underperforming processes• Created a group of quality specialists who will work as catalysts to quality• Provided administration supervision to ensure that the resources are available to run the function• Drove Quality initiatives pro-actively that positively impact CSAT & Business results• Set and Achieved targets for the Quality delivery in terms of CSAT / audit scores • Drove a Quality culture that is based on processes with a road map to achieve the targets set for various audits – TRAI / TNS / PAN India Audits etc.• Took care of activities required to align with National Quality initiatives Show less

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  Specsavers

  Oct 2018 - now

  Supplier Performance Management Lead (IT suppliers)

  To drive value through properly structured processes and methodologies aligned to the needs of the business and by owning a fit for purpose SPM framework• Designed the framework encompassing pertinent pillars.• Focus on basics by diligently and consistently implementing the core governance tools.• Indirectly contribute to the quality of service by constructing a scorecard of contractual SLAs and non-contractual KPIs.• Monthly visits to the delivery center to maintain a connect with supplier delivery leadership team and bringing business closer to them.• Inducted 8 tier 1 and high impact tier 2 suppliers into the SPM framework.• Developed SPM SharePoint for internal stakeholders. Show less