Mohammad Asif
Live Service Operations for National Policing - Digital Public Contact @Capgemini
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WORK HISTORY
Live Service Operations for National Policing - Digital Public Contact @Capgemini
Working on innovative approaches to reduce load into Policing contact centres, by automating the direction of traffic to appropriate channels through the use of digital tech and AI solutions. Operating a critical Digital Policing technology platform to enable public contact and a crime reporting service for the UK public. Ownership of the maintenance and continuous improvement of the technology platform as well as the live business products and services. Accountable for the running of a 24/7 Service Operations and Service Management capability for UK Policing used by members of the public.Ensuring the customer community (UK law enforcement agencies) are successful in their objectives by removing the worries of tech from them, allowing them to focus on keeping the public safe. Executive Leadership team and Board member representing live service operations and customer success.
EDUCATION
Merton Technical College
A Levels
Southfields Secondary School
High School
UCL
Master of Science - MS, Heath Informatics
South Bank University
Bachelor's Degree, Business Information Technology
ABOUT MOHAMMAD ASIF
30+ years experience in leading, growing and developing 24/7 service operations and delivery teams through periods of digital transformation and change programmes, whilst improving operational performance and excellence. • Experience of managing service operations functions with on call engineering teams based out of a number of European locations, supported by centralised 24/7 service centre and NOC / SOC functions. • The ability to address poor operational behaviour that is negatively impacting customer success by enabling proactive problem management, using a data led approach to reduce incident volumes, and implementing stringent change management controls to protect service.• A senior service operations director who builds strong relationships and leads from the front in a fair but firm manner to deliver against contractual commitments, whilst at the same time creating an operational environment in which the team can thrive through effective people management and wellbeing. • Senior-level customer success professional, with a consistent track record of tangibly increasing customer satisfaction through regular engagement, maximising perceived customer value through continuously improving service experience through the introduction of new services and evolving current live products and services.• A hands-on leader and natural collaborator, comfortable with championing the customer, driving customer led change organisation wide and embracing best practice industry certification.• Extensive experience gained across international borders in a broad variety of settings both private and the regulated public sector; spanning Healthcare, Retail, Finance, Policing, Media, Consultancy, Data centre / Network / IT Managed services and the Utilities sector.
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