Profile

Total Quality Management professional with 13+ years of extensive experience in governance and ownership of Quality Management System, Compliance & Quality Training involved in the execution of organizational operational excellence strategy by developing, implementing and conducting comprehensive organizational quality assessments. Working as a consultant resource for Corporate Quality department & business units instilling a culture of process improvement, ensuring integration & standardization of its quality services across the various business units. An astute, result oriented professional with in-depth understanding of quality management activities, business processes, structured methodologies, implementation and deployment of international excellence models as a professional quality practitioner

 

Core Competencies

 Quality Management (ISO 9001)

 Information Security Management (ISO 27001)

 Information Technology Management (ISO 20000)

 Contract Audit & Management

 Performance Management

 Process Design, Documentation & Standardization at Organization level

 Process & Compliance Audit

 Kaizen Implementation

 Quality Training

 Business Process Reengineering & Project Management

 

Certifications

 Certified Lead Auditor – IS0 20000:2011 (Information Technology Service Management) British Standards Institution BSI.

 Certified Lead Auditor – ISO 9001: 2008 (Quality Management System) Intertek Moody International

 ISON Certified Internal Auditor-ISO 27001 (Information Security Management System)

 HCL Certified Internal Auditor OHSAS 18001

 HCL Certified Six Sigma Green Belt

 HCL certified IBMS Auditor

 Certified with competency on understanding of COPC-2000 CSP Standard 4.3

 Member People CMM Version 2.0 HCL Core Implementation & Assessment Team for level 5 certification

 Member Implementation & Assessment Team for IBMS (Integrated Business Management System)

 

Scholastics

 Master of Business Administration in Total Quality Management from SMU

 Advanced level diploma in computer applications from UPTEC

 O-Level diploma in computer applications from DOEACC, ministry of Information Technology, India

 Sr. Secondary from Aligarh Muslim University

 

Selected Accomplishments

 ISO 9001:2008 certification for ISON & HCL

 ISO 27001 certification for ISON

 Established IPMS ( ISON Performance Management System) framework for ISON

 Established IBMS ( Integrated Business Management System) an in-house excellence model for HCL

 Established Contract Audit Framework for ISON & HCL

 Kaizen Roadmap

 Design & Development of QMS for ISON & HCL

 Established Momentum- Team Leader On Boarding program for ISON

 

Professional Experience

ISON Technologies India Pvt. Ltd
(Sep 2014-Present)

Manager Operations Excellence Group (Corporate Quality)

ISON Group is one of Africa’s largest IT and ITeS Company with presence in 25 countries in Africa, Middle East, India & Myanmar

Reporting Relationship:

 Reports to: Sr. Vice President

 Reported by: Managing a team of 9 members including Assistant Manager, Team Leaders across ISON Technologies India & Africa

Key Assignments:

 Operations Excellence including System Design & ISO 9001 & ISO 27001 external certification

 Documentation, deployment & alignment of critical business processes to “Cycle of Service”, “Criticality to Customer Touch points” and with “Key Customer Requirements

 Business Process Transformation through Business Process Reengineering

 Build a robust Internal Audit mechanism to outperformprocess health check (compliance, adequacy and controls) and report the gaps in deployment of the mapped processes through systematic and independent investigation

 Design Quality training framework and conduct awareness training on ISO 9001 & 27001 standard

 Launch AIM Kaizen initiative to provide a structured approach for continuous process improvement resulting in tangible or intangible benefits and value adds to our Customers and our Organization. Representing Kaizen & Process Improvement Progress in Quarterly Business Review with client & Top Management

 Assist in the implementation of all ‘Enablers’ such as transaction monitoring, process control, and process improvement as per the requirements of the guiding quality standard

 Designed Risk Management system and a disciplined approach to evaluate and improve effectiveness of risk management, change, control and service delivery governance processes

 

HCL Technologies Ltd
(Dec 2005-Sep 2014)

Associate Manager- Operations Excellence Group

Key Assignments:

Integrated Business Management System (IBMS)

 Designed the framework of IBMS to measure all aspects of performance by conducting internal audits in line with guiding standards of ISO 9001:2008, ISO 20000:2011, ISO 27000, PCMM, COPC and achieve Business Excellence by its application

 Managed Corporate Quality team with a focus on designing, developing and deploying corporate level Policies, Process standardization initiatives and activities.

 

GLOBAL CONTRACT AUDIT GROUP (GCAG)

 Designed the framework for GCAG and supervised all contractual compliance activities to enforce quality assurance policies and best practice principles are in place as intended by business objectives.

 Conducted Compliance Audit w .r.t Contractual obligations across all geo locations of HCL and drive CAPA through improvement projects in consultation with client and internal stakeholders

 Analyze, prepare & present process information to HCL Clients & Top Management through CLM (Contract Life Management Cycle)

 Drafted RFP responses from quality function perspective and handled transition activities for new work migration from UK, Australia and America to India

ISO 9001:2008 (Quality Management System)

 Instrumental in achieving ISO 9001:2008 certification for HCL BSERV for 3 consecutive years

 Management Representative SPOC

 Responsible for maintaining all aspects of the Quality Management System w .r.t ISO 9001:2008

 Designed QMS approach for HCL BSERV

 Designing and managing certification projects and developing the roadmap for ISO certification

 Formulated quality plan and conducted variance analysis to determine delta between projected &actual results

 Driving implementation of corrective actions to meet and improve operational efficiency of the projects

 

Business Blueprint Development

 Review of available Process models/Standard Operating Procedure/User manuals of the processes

 Documentation of as-is state in the Blueprint Document template with process definition, level details, interface with other processes/support/enabling functions/applications for future integration possibilities

 Analysis of process deviation across entities

 Incorporation of suggested changes by stakeholders in the Business Blueprint Document People Capability Maturity Model (PCMM Level 3 & 5) Appraisal

 Designed review presentations for Workgroup reviews.

 Re-designed Standard Operating Procedures (SOPs) as per PCMM requirements

 

Value Proposition to Clients

 Identify & work on process areas wherein we can deliver value additions/Productivity improvement to the clients.

 Client Interaction and inter-departmental follow-up of the quality deployment

 Collaborate with operations team to implement Industry Best Practices to increase our efficiencies

 

Automation Projects

 Automation of online Quality Management System – designed quality portal having links to existing quality sub portals like QMS, six sigma etc. UAT for new tools

People Development (Quality Training & Awareness)

 Designed and developed modules for various in house Quality trainings.

 Promoted Quality Awareness through trainings on ISO, Kaizen, Transaction Monitoring, Calibration, Gauge R & R, Quality Policy & Business Objectives, Six Sigma Yellow Belt etc.

 Trained 1075 people in HCL across multiple locations on Quality Practitioner Program (QPP). Trained 40% of the AGM and above employees from the Delhi/NCR Operations & Support teams on ISO

 Designed and developed- Momentum- Manager On Boarding Program

 

Previous Positions

 Support Executive for Australian based Telecom Company-(Jan’04 to Dec’05)

 Lab Instructor Uptec Computer Consultancy Ltd, Allahabad – (Jul 2002 to Jul 2003)

 

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