Hemant Lamba
Global Business Transformation Leader | Lean Six Sigma Black Belt Certified | Operations Excellence | Cost Optimization | Business Intelligence| Market Research | Management Consulting | Strategic Presentation | Power BI
- Role
- India Leader - Cummins Care Operations Center at Cummins Inc.
- Location
- Pune Division, MH, IN
- LinkedIn followers
- 500 followers
About Hemant Lamba
Passionate, Hardworking, Innovative, Analytical and Inquisitive…
Experience
India Leader - Cummins Care Operations Center
Dec 2024 — Present · Pune, IN
Establish and scale a centralized global customer experience excellence center comprising of 250+ individuals in India.o E2E 24x7 global customer and technical support || 6 Major business functions integrated || Over 3 Mn customer calls to attend || 100% of all L1 capabilitieso Phase 1 – Transition with a target to save ~$14.8 Mn in operational cost (NAM)o Phase 2 – Transition with a target to save ~$7.0 Mn in operational cost (NAM)o Phase 3 – Expansion in Europe and APAC || 400+ FTEs to manage in India• Strategize hiring, onboarding and training initiatives for 250+ individuals with a target to go-live by July 2025.• Deliver on Cummins CARE success measures (Improve 5-Star Ratings, Service levels, achieve first call resolution and reduce average cycle time)• Target to increase operational efficiency by 10% across all functions through process excellence and automation initiatives in FY25.• Create succession plan at all levels and provide opportunities that lead to ultimate growth.• Build in-house learning & development capabilities for all business functions within CARE India org• Drive mindset shift from transactional operations management to strategic operations management by building skills towards project management and lean six sigma.• Steering member of Cummins India leadership team focused on health, safety and environment (HSE) excellence to improve employee experience at worko Design state-of-the-art office layout space to house 400+ individuals
Education
SYMBIOSIS INTERNATIONAL UNIVERSITY
Master of Business Administration (M.B.A.)
2013 — 2015
Guru Gobind Singh Indraprastha University
Bachelor of Technology (B.Tech.)
2004 — 2008
Skills
- Teamwork
- Team Management
- Competitive Analysis
- Microsoft Word
- Product Marketing
- C
- Marketing Strategy
- Customer Service
- Sales Analysis
- Product Management
- Business Analysis
- Management
- Business Development
- Business Strategy
- Market Research
- Marketing
- Microsoft Excel
- Powerpoint
- Embedded Systems
- Microsoft Office
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