Adil Shaikh

Lead Business Transformation - Master Black Belt Senior Consultant Program Manager @Tata Consultancy Services

RPA/AI Projects- Work through all three phases i.e, Define & Design; Development & Deployment; and Control & Monitor- Help the design team to use data to offer the customer personalized, timely, and relevant message, campaign, and product demonstrations- Facilitate cross-functional analysis of key operational functions across all divisions to better align the approach for quality funtions. Key projects delivered: • Voice-bot: Elimination/Deflection of volumes to reduce costs • Video bill: Enhanced customer experience • Chat-bot: Canned responses & C-Sat improvement • Website journey enhancement (Enhanced content & increased footfall) LEAN/Six Sigma Projects- Managing a team of 7+ individuals & an individual contributor in the role- Implementation of LEAN / DMAIC approach to identify opportunities to better align the approach to improve the overall quality and efficiency for the processes- Proficient in obtaining, organizing, and analyzing data to challenge conventional wisdom, make fact-based decisions, and drive root cause analysis, and evaluate outcome. Key projects delivered: • AHT (Average handle time) reduction • Improvement in FCR/C-sat scores • Turn Around Time (TAT) reduction • NPS (Net Promoter Score) improvement Senior Business Analyst / Consultant- Analyze business processes and workflows with the objective of improving or automating steps- Ensure that business and functional solutions are fully defined, meet the needs of the business case and customer requirements, and are approved by the customer and key stakeholders- Demonstrates experience working leading teams of BAs on complex business transformation, 3rd party technology delivery/integrations, & significant procurement programs. Key projects delivered: • Deployment of CRM change management strategies • Reengineering key business processes • Radical designing & defining L4 swim lane To-Be process maps Analysing data & story boarding with meaningful insights