Manish Negi
Customer Recovery Lead @British Gas
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WORK HISTORY
Customer Recovery Lead @British Gas
Manchester, GB
Managing the recovery of customer and business interests following a gap in service standards due to system or process failure. Creation of end-to-end solutions to avoid reoccurrence via system fixes or controls. Governing treatment of impacted customers as per Industry guidance.• Effectively managing multiple customer recovery scenarios to mitigate customer and business detriment.• Collaborating across all functions to deliver timely resolution and mitigation plans for consistent delivery. • Leading and regularly participating in effective governance to have all customer recovery solutions agreed upon and tracked for auditing purposes while ensuring effective communication and stakeholder engagement are maintained.• Utilising available compensation & recovery models to ensure customer recovery actions are commercially viable• Developing tactical and enduring solutions to manage root causes via mitigating actions to prevent reoccurrence.
EDUCATION
St.Mary's Academy, Meerut
Indian Certificate of Secondary Education, Science
Electra Vidya Peeth
Central Board of Secondary Education, Computer Science
Savitribai Phule Pune University
MBA, Computer Management
Savitribai Phule Pune University
Bachelor Of Commerce, Economics, Accountancy, Banking & Finance
SKILLS
ABOUT MANISH NEGI
An MBA (in IT) qualified Controls & Incident recovery manager, with a progressive career of 23 years, based upon a platform of knowledge and experience with market leading Technology, Product & Service organisations such as Centrica (British Gas Trading), DELL Computers, Mphasis (an HP Company) & leading UK / US based Internet Service Providers.A successful people manager, I am currently leading on incident management via defined customer recovery process, expert at delivering specialist continuous improvement & outstanding service levels. I am skilled in delivering innovative solutions to secure business opportunities, driving both revenue & efficiency as individual contributor & as part of high-performance groups.My ability to communicate at all levels has been pivotal in establishing strong business relationships. Previously I have managed operational risk, controls & compliance monitoring with extensive exposure to performance managing within small and large groups. A natural career progression would be Project Management. Transferable Skills & Technical Expertise : People & Program Management, Service Delivery, Competency Based Hiring, Client Relations Management, Transition & Upskill Management, Business & Process Analysis, Compliance Governance, Policy document development, Functional Incident Management, Controls Design, Delivery, Testing & Maintenance, Lean Six Sigma Certified Yellow Belt
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