lijo joseph

Digital Transformation Project : Contact Center Technology re-platforming and Digitization project. My team works closely with the IT PMO office, Operations,Business and Technology teams. I am responsible for the PMO functions for the project from the vendor and partner side. We are replacing the current contact center system which supports 150+ agents with a new state of the art system including both its telephony component and its agent facing software component. The new system would support a decentralized mobile agent vision in the long run, but is capable of operating a centralized data center. The system with all the components is deployed in main data center and in disaster’s recovery site. The system will interface with other systems using middle ware and is capable on integrating technologies like voice recording and authentication through voice bio-metrics. Project team strength - 8

Internal Shared Services Function (Hospitality Division)- Design, Set up and Transition Project : Working with HMC Hospitality Department to design and set up a internal support Helpline. Enhance the internal contact center operations, lead the Transition and improve Contact Center effectiveness by building operational efficiencies to improve Hospitality Helpline support for the organization. Future proofing for centralizing all non clinical support functions under one central contact center/ Helpline. The function operationally support all non clinical operations and infra.

Operations Excellence Project : Working with HMC Ambulance Services Group, within the Nesma'ak- Hamad Patient Contact Center. Primary objective were to improve vendor relationship and contribution to enhance contact Center effectiveness and building operational efficiencies to improve Patient clinical scheduling and Patient support , including the corporate complaints management contact center team. Worked within the contact center functionalities and operations, discovery mapping to re engineering processes to improve efficiency in operations .Enhance people excellence through process improvement development and implementation.

Shared Services Design, Set up and Transition Project : Work as a Consulting Project Manager leading the project embarking on an initiative to centralize the various contact groups across Qatar Foundation under one single organization. Setting up of the Unified Contact Center (QFCC). To deploy a multi lingual contact group and operate a cost effective solution that’s fit for purpose now and scalable with a focus on industry best practice (COPC) service levels and user satisfaction. Project delivery team - 8

Operational Excellence Project : Objective – Develop & implement initiatives based on COPC guideline for operations with the goal of improving quality & profitability for HireRight by % every quarter. Develop & implement strategy initiatives for improving operational efficiencies. Reporting to the Vice President of Operations I lead COPC based projects & daily operations for HireRight US operations at Aegis. I was responsible for 16 US based lines of businesses. I was responsible for developing business cases and to initiate projects to re-engineer the department to run in its optimum productivity and profitability. Vendor relations and vendor management was part of my role. I strategize, lead and harness a working environment, which encourages teamwork, energy and creativity. P&L and SLA reviews to asses project effectiveness with senior leadership Improve people, operations, processes & policies in support to achieve organizations mission. Direct Reporting - 220 ( Operations leadership span 820)

Shared Services Design, Set up and Transition Project : Transition Lead and PMO Client Support Objective – Lead all Transition and Migrations of US CS business & support operations to India to set up the Global Excellence Center. Reporting to the Vice President operations I successfully project managed & lead the migration and transition of Client support and Customer Service functions from US to Bangalore. Program managed the transition of operations for customer service and client support division. Developed and trained the teams to improve quality. Developed and initiated the ongoing continuous improvement projects. I was in charge of project implementation and overlooking business measures, setting up new operations and quality guidelines with long term strategies. I worked jointly with global stakeholders on strategic implementation to improve efficiency and effectiveness of the project. Direct Reporting - 160 ( Transition of 600+seats)

Part of Sky Fibre Project Team Objective – Project Manage the implementation of client support operations center - for supporting technical and customer Service functionalities for Sky Fiber communication services within UK. I lead the operations for setting-up the SKY Fiber customer service and technical support center in UK.I was responsible for the implementation of the project within all factors of operations ,developing operational SLA and providing operational updates of any known issues/risks to strategic management board and to be part of decision-making. Customer Experience Management was a prime focus under my leadership (CSAT, DSAT, and NPS). Reporting - 80

I reported to the Director Operations and worked closely with strategic management. I was responsible for all project governance within the area and I assume the role of an internal auditor every year for auditing process quality and delivery. I also worked with various government & non-government agencies in various live and mock exercises taking the role of ER tactical commander. Project managed the BRC Emergency Communication Support project for London Olympics 2012, setting up of contact centers and information hubs. Responsible for program managing various projects to improve capacity , capability, resource management and operational efficiency of BRC towards Commonwealth Games 2014. Successfully managed 3 regional development projects in 2010-11 for West of Scotland area. Reporting - 800(staff+volunteer teams)

* Worked for Scottish Enterprise as part of Incubation Center business consulting group at Glasgow. * Client Relationship Management and Strategy creation including business case , Funding applications , marketing plan development for new businesses or supporting entrepreneurs interested setting up their business in Scotland. * Worked at Junior Chamber International supporting the Entrepreneurial Education Initiatives.

* Worked in a contact center environment and gained extensive call and service handling skills. * Exceeded operational targets by 30 % and received the best mentor award08. * Directly reported to account manager- assisted in developing operational quality framework. * Effectively used the opportunity to train teams and mentored new starts as part of induction. * Reporting -25

* Responsible for managing a large team (250+) including 15 senior managers and had a direct budgetary responsibility for a five star deluxe hotel with high international reputation.( managed by government of India) * Project managed several strategic level projects for ITDC.eg: resilience employees union strike walk-out. * Enhanced team productivity by reviewing and developing the training and development policy. * Achieved the organizational development targets. Maximized operational outcomes by 60%. * Senior management exposure and was mentored in corporate governance and management. * Reporting -50

Day to day hotel operational supervision duties. Part time and also as part of industrial placement within IHM during my BHM. Reporting -10

Shared Services Design, Set up and Transition Project : Work as a Consulting Project Manager.Consulted and Set up a fully functional contact center for Qatar Financial Centre (QFC). QFC is established by the government in 2005 with a mandate to support the development of a world-class financial services sector in the State of Qatar. Consulted, designed, implemented, operated and base lined the operations through technology, process design, policy making and resource planning of a multi lingual contact center. The contact center caters and supports the global customer base by practicing the project designed customer service strategy and client experience benchmarks. Project Delivery Team- 6