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(Uppdaterat 2023-06-23)Expert in Digital Transformation
Espoo, Finland
Modersmål English, Nybörjare Finnish, Svenska
- Business & operation excellence transformation
- Operating model & Digital transformation
- Analytics transformation
Kompetenser (30)
SIX-SIGMA
Process architecture
PROCESS IMPROVEMENT
CONTINUOUS IMPROVEMENT
PMP CERTIFIED
PROCESS AUTOMATION
process governance
BUSINESS PROCESS MANAGEMENT
Change Management
Process framework
PMP
QUALITY ASSURANCE
Process & capabilities assessment
Telecom
Agile Methodologies
B2B
MAPPING
B2C
OPERATIONS
ELISA
Stakeholder Management
SOPS
ERP implementation
O2C, P2P, R2R transformation
Process & capabilities benchmarking
FINANCIAL ANALYSIS
Agile
Business Intelligence
Benefits management & realization
BILLING
Professionell bakgrund
Business Improvement & Intelligence Manager
TELUS international AI
2021-04 - Pågående
Client: Meta (US) Roles & responsibilities * Heading & managing capabilities building & enabling three teams Viz., process, analytics & technology teams.
* Developing process framework, E2E process architecture & process governance.
* Benchmarking current capabilities (People, process, technology & data) with respect to global standards, APQC (American Productivity & Quality Center) * Collaborate with key stakeholders across different global functions, teams to convert strategic goals & objectives into various transformation projects.
* Creating transformation roadmaps in alignment with capabilities maturity improvements.
* Direct & drive prioritized transformation projects with the help of my process team, analytics team & technology team, and support from global operations team.
* Developing robust KPIs and sharing business intelligence via analytics team * Development of new technical capabilities through requirements elicitation, implementation & change management via technology team of technology manager & development team.
* Oversee end to end documentation like SIPOCs, L1 to L3 process flows, standard operating procedures (SOPs) & manuals.
* Provide thought leadership, knowledge and understanding of people, process & technology, challenge the status quo, promote best practices, and inculcate continuous improvement mindset across globally dispersed teams.
Key Initiatives & Benefits delivered.
* Eliminated duplicate, redundant data & data sources used by finance processes resulting in arresting revenue leakage of 150k Euros per year.
* Automated critical project processes resulting in savings of 125K Euros per year.
* Eliminated inefficiencies from ETL processes resulted in savings of 40K Euros per year.
* Designed new process for building new business intelligence report and reducing the report delivery lead times from 10 to 3 business days and savings of 30K euros per year.
* Built & operationalize 10 process quality assurance framework & playbook from scratch and increase & maintain product quality with SLAs ((disagreement %) from 14%+ to under 5%.
* Developed new set of KPIs to allow leadership to see and manage business outcomes.
* Developing process framework, E2E process architecture & process governance.
* Benchmarking current capabilities (People, process, technology & data) with respect to global standards, APQC (American Productivity & Quality Center) * Collaborate with key stakeholders across different global functions, teams to convert strategic goals & objectives into various transformation projects.
* Creating transformation roadmaps in alignment with capabilities maturity improvements.
* Direct & drive prioritized transformation projects with the help of my process team, analytics team & technology team, and support from global operations team.
* Developing robust KPIs and sharing business intelligence via analytics team * Development of new technical capabilities through requirements elicitation, implementation & change management via technology team of technology manager & development team.
* Oversee end to end documentation like SIPOCs, L1 to L3 process flows, standard operating procedures (SOPs) & manuals.
* Provide thought leadership, knowledge and understanding of people, process & technology, challenge the status quo, promote best practices, and inculcate continuous improvement mindset across globally dispersed teams.
Key Initiatives & Benefits delivered.
* Eliminated duplicate, redundant data & data sources used by finance processes resulting in arresting revenue leakage of 150k Euros per year.
* Automated critical project processes resulting in savings of 125K Euros per year.
* Eliminated inefficiencies from ETL processes resulted in savings of 40K Euros per year.
* Designed new process for building new business intelligence report and reducing the report delivery lead times from 10 to 3 business days and savings of 30K euros per year.
* Built & operationalize 10 process quality assurance framework & playbook from scratch and increase & maintain product quality with SLAs ((disagreement %) from 14%+ to under 5%.
* Developed new set of KPIs to allow leadership to see and manage business outcomes.
Consultant/Project Manager
Tata Consultancy Services, Mumbai & Helsinki
2014-01 - 2020-07
Clients: Telstra (Australia), Telia (Sweden), DOW (Brazil) & Elisa, DNA (Finland) Roles & responsibilities Business Process Management * Leverage Lean, Six Sigma, continuous improvement, design thinking & agile methodologies * Gathering data through evidence, workshop, or interview-based discovery.
* Evaluating business processes via value stream mapping, value chain, root cause analysis.
* Oversee creation of current state Process maps, diagrams (BPMN 2.0) * Providing quick win, tactical & strategic process improvement solution, detailed step by step improvement recommendations & implementation roadmaps.
* Developing & improving KPIs, leading and lagging indicators.
* Continuous monitoring & assessment of processes.
* Oversee target state process documentation (SOPs & process maps BPMN 2.0) & training.
* Identifying, sharing best practices & coordinating cross functional development projects.
* Leading, driving transformation & change management across all initiatives Customer Experience Management * Leverage service design principles, tools & methodologies.
* Creating customer personas & profiles.
* Baseline customer's behavior via customer journey mapping & journey touchpoint analysis.
* Extending process framework to customer journeys to identify experience gaps in customer touchpoints resulting from internal business processes.
* Customer experience improvement through contact center transformation.
* Translating Voice of customer (VoC) to customer experience transformation initiatives.
Operating Model Assessment & Redesign * Analyzing the overall business model & value propositions.
* Analysis of core & supporting capabilities required to deliver the value proposition.
* Analysis of capability enablers; people, process, technology & data.
* Identification & quantification of gaps in existing capabilities & capability enablers.
* Define operating principles & model design operating aimed at improving capabilities.
* Design the future state operating model and articulate value realization.
* Identifying & prioritizing transformation initiatives aimed at future state operating model.
* Leading, driving transformation & change management across all initiatives.
Key Initiatives & Benefits delivered.
* B2B service delivery lead time reduction from 60 to 30 days for a leading Finnish telecom * Reducing contact center call volumes for billing & contract by 60%, reducing wait times over calls and chat by 30% for a B2C contact center of leading Finnish Telecom.
* Operating model redesign consulting project for a leading Finnish telecom player * Delivered benefits of 50% manual effort reduction, 50% workforce optimization & 20% quick revenue realization for a leading Swedish Telecom provider & improving NPS by 10%.
* Delivered benefits of 40% productivity improvement, 15% lead time improvement, 30% productivity benefits for a leading US-based manufacturing in Brazil.
* Evaluating business processes via value stream mapping, value chain, root cause analysis.
* Oversee creation of current state Process maps, diagrams (BPMN 2.0) * Providing quick win, tactical & strategic process improvement solution, detailed step by step improvement recommendations & implementation roadmaps.
* Developing & improving KPIs, leading and lagging indicators.
* Continuous monitoring & assessment of processes.
* Oversee target state process documentation (SOPs & process maps BPMN 2.0) & training.
* Identifying, sharing best practices & coordinating cross functional development projects.
* Leading, driving transformation & change management across all initiatives Customer Experience Management * Leverage service design principles, tools & methodologies.
* Creating customer personas & profiles.
* Baseline customer's behavior via customer journey mapping & journey touchpoint analysis.
* Extending process framework to customer journeys to identify experience gaps in customer touchpoints resulting from internal business processes.
* Customer experience improvement through contact center transformation.
* Translating Voice of customer (VoC) to customer experience transformation initiatives.
Operating Model Assessment & Redesign * Analyzing the overall business model & value propositions.
* Analysis of core & supporting capabilities required to deliver the value proposition.
* Analysis of capability enablers; people, process, technology & data.
* Identification & quantification of gaps in existing capabilities & capability enablers.
* Define operating principles & model design operating aimed at improving capabilities.
* Design the future state operating model and articulate value realization.
* Identifying & prioritizing transformation initiatives aimed at future state operating model.
* Leading, driving transformation & change management across all initiatives.
Key Initiatives & Benefits delivered.
* B2B service delivery lead time reduction from 60 to 30 days for a leading Finnish telecom * Reducing contact center call volumes for billing & contract by 60%, reducing wait times over calls and chat by 30% for a B2C contact center of leading Finnish Telecom.
* Operating model redesign consulting project for a leading Finnish telecom player * Delivered benefits of 50% manual effort reduction, 50% workforce optimization & 20% quick revenue realization for a leading Swedish Telecom provider & improving NPS by 10%.
* Delivered benefits of 40% productivity improvement, 15% lead time improvement, 30% productivity benefits for a leading US-based manufacturing in Brazil.
Akademisk bakgrund
PMP
Indian School of Business
2024-11 - 2024-11
MBA
2024-11 - 2024-11
Certifikat
PMP Certified with Proficient grades
Six Sigma green belt certified
PMP Certified
PMP