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)
