resume
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Manish Bisht
New DelhiIndia
Summary:
Total Work Experience : 10+ Years
Current Employer : Tech Mahindra Ltd.
Designation : Manager
Date Of Birth [Gender] : 19 Nov, 1982 [Male]
USA Visa Status : B1/B2 Visa valid up to 7th Oct 2024
Areas of exposure/expertise:
A result oriented professional with more than 10 and a half years of comprehensive experience in Operations Management, People Management, Customer Relationship Management, Project Management, BFSI and Procurement.
Prince2 Practitioner and ITIL Foundation Certified.
Experience in handling overall functioning of processes & implementing processes in line with the guidelines.
Proficient in managing & motivating teams for running operations & extensive experience of developing procedures, service standards & operational policies for business excellence.
A thorough professional with a proactive attitude, generating new design solutions and ideas with an excellent track record across assignments.
Proven ability to successfully analyze critical business requirements, identify deficiencies and potential opportunities, and develop innovative and cost-effective solutions for enhancing competitiveness, increasing revenues, and improving service offerings.
Experience in business process improvement, performance analysis and customer management.
Expertise in managing Billing, Authorization, Clearing & Settlement, and Telecom accounts.
Experience in setting up new business, transition of existing business to offshore/onshore locations.
Accounts managed – British Telecommunications PLC (BT), and MasterCard.
Certifications and Trainings:
Prince2® Foundation certified Prince2® Practitioner certified ITIL® Foundation certified Certificate in Computing from IGNOU
Employment Record:
Tech Mahindra Ltd. Sep.2008- Till Date Operations Manager
Assignment: MasterCard Customer Operations Services (COS) Location:
Malaysia
Team provides support to all the MasterCard member banks and other financial institutes over phone and email. Some of the applications and services include – MasterCard Connect, Stand-In processing, Authorization, Clearing and Settlement, MCBS (billing), eService, GFT, Chargeback and various reports.
The day to day tasks involves:
Resolving access issues for the customers (password/secure ID issues). Assisting customers with MasterCard Connect queries. Providing support to customers in various MasterCard Connect tasks, like access to different
ICAs and BINs, MasterCard Connect applications etc. Researching transaction logs for Authorization, Clearing and Settlement. Investigating billing queries for various services and billing events. Assisting customers with various reports generated by MasterCard. Providing support on MasterCard services like Stand-In processing, ABU etc. Answering queries regarding file transfer and file delivery. Assisting customers with declined transactions, rejected data files, and large dollar rejects. Assisting customers in making changes to their current setup with MasterCard.
Assignment: BT Service Delivery UK Project Management (SDUK – PM) Location:
Noida
Team works with the BT Project Management Community for customers having signed Converged Services Contract with BT SOUK for successful delivery of IT Infrastructure projects.
The day to day tasks involves:
Manage project delivery. Managing internal and external suppliers to deliver the project on time and within cost
tolerances. Assign Design Resources to kick off design and configuration build. Monitoring and reporting on progress of the project to all stakeholders Effectively manage project resources in geographically diverse locations to deliver the project. Managing project scope, specific project issues and risks and escalating where necessary. Ensuring clear communication paths within the project team and client and supplier. Procurement of kits and component items as per the requirement. Review RFQs and plan procurement activities based on requisition. Ensuring selection of right vendors for the requested materials & ensure correct and timely
procurement of required materials. Negotiate with suppliers in terms of discount, service and delivery dates. Generating Purchase Order. Arranging approvals from various approving authorities. Coordinating with suppliers & transporters for getting materials in time. Maintain Supplier Data Base and administer vendor performance to evaluate the best suppliers
with respect to delivery performance, quality of materials supplied etc. Timely invoice payments. Approve invoices after ensuring 3 way match to ensure timely
payment to the supplier.
HCL Technologies Ltd. Nov.2004-Sep.2008 Team Leader
Worked with BT Order Provisioning campaign which deals with the processing of orders placed by customers via the agents using systems like CSS, Evolve and Web based applications. This Process is a composite process, including inbound calls, outbound calls, and transaction processing.
The day to day tasks involves:
Order provisioning for BT products and services (phones, circuits and various services). Maintenance of schedule of deliveries by suppliers. Handling calls with different Vendors/ Service engineers etc. to get the services delivered. Ensure Suppliers timely schedule adherence. Chasing the orders through various departments and stores in case of delays and escalating
orders if required. Ensuring on time delivery and keeping the customers informed.
Responsibilities:
On-time, within-budget delivery meeting customer's quality expectation. Stakeholder management. Monitor and control process performance against each plan. Ensure individual team members are adequately equipped to perform their duties and
responsibilities. Create a workflow for resource assignment and reporting. Managing and leading the project team. Establish strong supplier relationship and ensure operational efficiency. Monitoring and controlling allocated human and material resources Managing the overall end-to-end performance of the process. Review existing practices and establish improved standards and processes as needed. Manages day-to-day operational aspects and scope. To monitor and control Attrition and Absenteeism at process level to ensure smooth running of
the business. Ensure optimum billing in line with the Agreement signed with the client. Motivate, Build and Retain talent. Develop new capabilities and making training available to help deliver better and improve
company’s market potential. Ensure communication of feedback on published KPIs and interim action plans to achieve the
same through effective follow up of the Performance Development plan. Performance appraisals and reviews for the subordinates. Liaising with various departments for hiring & employee engagement. Ensure successful Go Live for the new contracts under transition, making sure that the
knowledge transfer is completed efficiently along with proper documentation of process/procedures and sing-off from the contract mangers on the SOP. Keep a check on deliverables/SLAs during the parallel run to ensure Go Live is agreed successfully.
Review and implementation of new procedures. Requirement capturing, and business process improvement projects. Participate in design solution in coordination with sales and solution teams. Review of Dashboards, Issue logs, Scorecards, Project Plans and Performance Reviews
according to the Reporting Metrics with clients/senior management.
Education:
Graduation: B.Sc. (Physics, Mathematics and Statistics) from DAV (PG) College, Dehradun in 2003.