Jaffer Mohammed

MOHAMMED JAFFER Mobile: - Email:- Offering 15 +years of commendable success in: Quality Management / Operations Management / Business Excellence / Transition Management / Delivering sustained organizational growth in dynamic environments / Establishing structure, building employee value, driving vision and achieving critical strategic goals / Six Sigma Green belt Certified / Valid US visa ABRIDGEMENT Possess expertise in working on international and multicultural environments with the distinction of expanding businesses from scratch and streamlining operations. Deft in conducting various technical training sessions for enhancing performance & quality of service. Resourceful at maintaining business relationship with clients to achieve quality service norms by resolving their service related critical issues. Proficient in streamlining Quality management system techniques to enhance customer satisfaction Process experience in Sourcing and Procurement. Managerial Experience in Customer Service (International Voice) Managed large teams across different cities. EMPLOYMENT PROFILE TekisHub Consulting Servives Operations Head - September 2020 to till date. Lead the team of account managers and recruitment managers pan India (Noida, Hyderabad, Banglore) Coordinate and ensure daily requirements are met with the time given by client and with desired quality. Prioritize the requirements on a daily basis and distribute them effectively. Mentor team, monitor and check for issues they are have and help them. Review of "under-performing" recruiters. Full monthly review of all recruiters (like what is being done). Have to ensure teams are meeting the goals / submissions / interviews/ placements. Update ATS with details as required. Maintain effective relationships with Clients, interact on regular basis on submission and getting feedback Randstad Technologies US May 2019 to August 2020. Account Manager with Monster.com Identifying and cultivating relationships with targeted employers and hiring managers who currently have, or are likely to have, job opportunities that align with Monster.com products and services. Own and hit/exceed annual sales targets within assigned territory and accounts (4000) Geographies USA and CANADA Develop and execute strategic plan to achieve product sales targets and expand our customer base Partner with customers to understand their business needs and objectives Effectively communicate the value proposition through proposals and presentations Understand category-specific landscapes and trends Partner Meem Technologies: Aug 2015 – March 2019 To start my entrepreneur journey joined Meem Technologies as co-owner. Meem Technology is primarily into providing IT Trainings online and small time BPO projects. Operations management, people management and business development. Manage direct relationship with customer and account coordinator. Organize and coordinate trainings. Counseling to get the right career path Manage BPO projects. Business development, sales and marketing Since Feb 2011 – June 2015 at Devine Software Technologies Pvt. Ltd Hyderabad as Manager- Operations & Transition Job Role: Understand and undertake Process Mapping toward deriving a complete Process Handout for the Process to be outsourced. Transition and operation of Processes / Projects of outsourced business Transitioning and Setting up Processes, as in transfer of domain knowledge Interaction with the clients on a regular basis, to develop a strong & seamless communications channel & partnership. Ensure reporting, meeting targets as in service levels, staffing of processes and scheduling for the same Responsible for the entire operation of a voice based process comprising of order mgmt. customer support, member services, etc Client interaction / co-ordination, upholding expectations, shift scheduling and production time. Facilitate effective and appropriate communications between client services management team and support services staff. Provide Operational floor management by monitoring service levels, making appropriate decisions, responsible for daily monitoring of quality and productivity of inbound status group. Preparation of Weekly and Monthly Time Billing Matrices for the Process. Maximizing quality and timely delivery, quality analysis and complying with set standards and cross training for all team members. Understanding and Mapping of QMS processes. Ensure that required Quality Analysis procedure is carried out by Quality Team. Managing Attrition along and retention of high potential candidates. Monitoring and mentoring Associates on performance parameters. Ensure daily, weekly and monthly reporting to clients and internally. Communicating and disseminating Information and Updates to Team Members. Review team results & providing guidance to attain & exceed expected results. Define measurement systems to accurately monitor and report performance metrics and customer satisfaction to the client, the company, and employees Since Aug 06 to Feb 2011 at EKTHA Global Sourcing Solutions, Hyderabad as Manager Operations Job Role: To manage & improve overall operations & quality of the process, and ensure customer satisfaction. Undertakes resource allocation & work planning. Handling a team of 56 operatives. Actively involved in Procurements and vendor management. Plans, executes & communicates changes in process like policy or functionality changes, new sub-process migration, testing and other projects. Identifies, recommends & implements relevant metrics that ensure SLA delivery and analyses metrics data & reviews metrics regularly Ensures adherence to SLAs through reviews with QA’s & interacting with other processes. Drives quality consciousness on the floor, reviews audit data & takes corrective actions, uses quality tools within the process. Resolves escalations relating to process & customer servicing raised by customers & other process stakeholders. Drives & monitors process improvement projects towards increasing efficiency, productivity and reducing timelines. Identifies hiring requirements and assists in the recruitment process. Ensures that new joinees are inducted & trained, and monitors learning curve through QA’s Ensures team spirit & high motivation levels within the team by building a healthy team climate. Recognizes, rewards & showcases good performers. Achievements : Successfully Transitioned Process and maintained high quality scores consistently. Sep’04-Aug ’06 at Sutherland Global Services, Chennai, as Team Leader Operations Job Role: PHH was fifth largest mortgage company in US. It outsourced work for the first time. Responsibilities at PHH were to bring up the quality scores as a team for the three queues. We brought the scores up to between 97% and 100%, which was and increase of around 20%. This was achieved across a period of two months, by looking closely at the existing process and doing a RCA on it. Gaps were then filled in the areas of update management and repeated errors. Once these challenges were overcome, my responsibilities revolved around ensuring that quality, service levels, shrinkage and attrition were maintained by the Team Leaders for their respective teams. Handling daily Client calls and interactions regarding the Clients’ quality verification. Achievements: An Increase of quality scores of around 20% across queues. Was awarded certificate from client after completing the Leadership Development Course. Was given certificate for being outstanding team leader for consistent performance. Dec’02-Aug’04 at GE Capital International Services, Hyderabad as Process Developer. Worked with GE capital as SME, and Process trainer (for credit card division) The work includes floor support and taking escalated calls that are transferred by associates. Taking care of the new associates of the portfolio coach them to effectively take calls, help them to perform better in maintaining their talk time and quality. Training of Team members. Help them bridge their defects in process knowledge, quality. Was a member of several Six sigma projects. Also completed training modules of TLE (Team leader Excellence), DSE (Developmental Self-Excellence), Basic communication skills, and Advance Communication skills. Etc. As a part time backline analyst was involved in auditing the late fee reversals on the credit card account by the associates, checking if it was rightly done in compliance of the policies set by the company. Key Achievements: Management award by Vice President as an outstanding call taker. Received SPECIAL RECOGNITION AWARD for showing exceptional commitment towards the organization. Received TEAM EXTRA MILER award. Received award for EXCELLENCE IN CUSTOMER SERVICE from client EXXONMOBIL. Received QUALITY SWORD OF HONOR for being the top quality performer. Received award as EMPLOYEE OF THE MONTH for achieving 100% customer delight in ECVOC (End Customer Voice of Customer). Received customer compliments. Consistently performed well to receive high rating in annual assessment that matched to the best standards of company. EDUCATION Masters in Business Administration from Indian School of Business and Administration (Mumbai) passed in first division in 2009. Bachelor of Science (Computers) from OU, passed in first division. Six Sigma Green Belt Certified. . PERSONAL DETAILS Languages: English, Urdu, Hindi, Telugu, Arabic Marital Status: Married Nationality: Indian