Mohit Aneja, PgMP®, PMP®, PSM™

Experience

• 

  Tata Teleservices Ltd

  Aug 2008 - Sept 2013

  • Manage the flow of day-to-day operations• Create reports/dashboard to update the company on the team's progress• Key delivery of required quality and prepare efficiency metrics to ensure that NPS is increased by 5%• Team building activities to ensure them works together and set expectation of the common business goals• Responsible for SLA (Service Level Agreement) to ensure business contractual requirements are met• Proper and timely communication of business requirement/challenges to direct stake holders• Attrition and Retention of employees• Responsible for timely refresher training and development of employees and monitor team members' participation to ensure the training they are being provided is being put into use• Analyze performance gaps and implement action plan to improve performance and team's development• Team motivation & conflict managementProjects Undertaken:• Acted as a Project Team Member in successfully delivering short term projects to operations Show less • Led & supervised a team of 11 personnel• Responsible for overall forecasting, capacity planning, coordinating inter department, intra department & client• Scheduling priority ranking, shift bidding, optimization & final upload• Maintaining workforce related to attendance & rostering, occupancy and scheduling• Prepared end-to-end daily, weekly & monthly reports:• Agent Level Reports related to shift adherence, in & out office shrinkage & occupancy• Process Level Reports related to Roster, Headcount, Attrition %, Roster Adherence and SL• Mapping the bid to current floor scenario by keeping the following Shift Timings, Peak & Non-Peak Hours and Leave Planners• Forwarding the shift bid for approval and acquired the same with headcount required for each interval from client Show less

  • Assistant Manager

    Jun 2012 - Sept 2013

  • Team Lead, Operations

    Feb 2010 - May 2012

  • Senior Planning Analyst, WFM

    Aug 2008 - Feb 2010
• 

  Prometric

  Apr 2014 - Jul 2017

  Project Manager - Account Management

  • Responsible for new or existing Projects/Accounts from Initiation to Closure under the PMI guidelines.Overall Business Development & Strategic Planning for multiple global projects.• Accountable for maximizing revenue targets from existing accounts.• Prepare budgets for new or existing Projects/Accounts, transitions & finalize billing models.• Handling new transitions (BPO/KPO/IT Infrastructure), mergers, cost cutting, process improvement related projects.• Renewal of Vendor Agreements, RFI/RFPs, Bidding and Vendor Selection.• Monitor & Control projects to ensure SPI & CPI matrix are "Green".• Responsible for timely project updates/project dashboard to senior management.• Responsible for "Service Level Agreement" in 5 regions for multiple global accounts.• Responsible for overall Forecasting, Resource Planning and Channel Delivery.• Manage Client's communications & "Change Control Body" to endure that the deliverables are acceptable.Accomplishments: • Acted as multiple Project Manager and simultaneously managed 3 projects in a tenure of 6 months which were delivered within the specified timeframe & budget; recognized as Leader, Active Project Manager and bagged Technical Excellence Award at US in Dec'15• Recipient of awards such as ‘Award to Technical Excellence’, ‘Leader’ & ‘Active Project Manager’ for technical coordination of a large program• Played a key role within the Asia Pacific, US & Ireland Regional Team; handled transitions and project delivery within the respective regionProjects Undertaken:• Successfully delivered +2.5lakhs exams (NBE) in a span of 6 months across 46 cities in India• Project Swan: Reduced Non-Registration transactions by 15% globally resulted into cost saving of $3,70,000 yearly• Outsourced the regional business of Prometric Ireland to a vendor named Abtran in Dundalk on an specific billing model• MIS Redundant and Dashboard for Global Candidate Services (Saved 729 payroll hours monthly) Show less

• 

  Amazon

  Jul 2017 - Nov 2018

  Operations Manager

  • Lead the pilot batch of 23 SMEs working on a new AI based Chat Bot project “Message Us” synced with OMS & supply chain launched in North America• Managed the overall operations of Message-Us chat support serving 30 million American customers• Responsible for process reengineering/improvement through Kiazen & PMP methodologies• Setting out quality standards for operational areas & implementing quality systems & procedures to facilitate a high-quality customer experience parallel to the client success• Development & implementation of new plans/initiatives and help accounts team to meet their targets• Monitoring & Controlling the planned parameters and responsible for global SLA metrics• Manage Gemba team to remove waste from the operational processesProjects Undertaken:• Supervised a team of 29 members and successfully launched an AI based robotic support project “Message Us” synced with OMS & supply chain at Amazon’s new site which took care of 30 million NAM customers initially to support their basic queries. This has resulted into an yearly saving of $5.3 Million Show less

• 

  HT Media Ltd

  Dec 2018 - Feb 2022

  Program Manager

  • Leading & monitoring PMO function, supporting project managers & product managers across HT organization & it’s subsidiaries• Heading multiple projects across different organisations/subsidiaries of Hindustan Times Media Ltd.• Maintaing organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans & operations• Directing technological research by studying organization goals, strategies, practices, and user projects• Monitoring all applications’ support (website, mobile apps) to support online campaigns, generation of leads, academic & customer relations• Completing projects by managing resources and timetables with user departments and data center• Accomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective action• Monitoring & Controlling the planned parameters and responsible for SLA metrics• Setting out quality standards for operational areas & implementing quality systems & procedures to facilitate a high-quality customer experienceProjects Undertaken:• Managed to launch in-house CRM & OFLEG application for sales promoters to collect leads (110 application users), this saved INR 47 lakhs• Launched a self-service portal for print media customers to book their Ads online which removed manual booking process & reduced the Ad booking SLA• Handled a POC of AI based text to speech for Podcast & International Radio which increased the productivity from 1 story to 8 stories per day• Successfully launched proof of concept of a new online business, TG - PAN India (confidential)• Managed multiple stakeholders & vendors to integrate ComScore on HT’s OTT player to share the traffic size (PVs & UUs) and launch online video advertisements• Set up in-house CRM supported contact centre with 60 FTEs to support inbound volume & generate leads, 20 FTEs for upselling & after sales support Show less

• 

  Freecharge

  Mar 2022 - Feb 2023

  Senior Technical Program Manager
• 

  Aristocrat

  Nov 2023 - now

  PMO

  Managing digital games / multiple projects being developed in Milan & Lonestar GDK on UNITY platform.