Mohammad Gous Jeelani

About Mohammad Gous Jeelani

I am a versatile, accomplished & goal-oriented professional with 16 years of experience in OperationsManagement, Global Delivery Management, Six Sigma Initiatives, Risk Mitigation & Management, Training & Development, Contact Center & Business Process Outsourcing with proven trackrecord of delivering consistent business results through leadership and application of sound managementpractice.An exuberant Service Delivery Head & Six Sigma Green Belt Certified professional leading operations team of 900+ members & providing client services for APAC & EMEA regions.Expertise in setting out delivery standards for various operational areas, implementing quality systems & procedures to facilitate a high-quality experience, while adhering to the SLA and business services.Proven capabilities in engaging with clients & top management for evolving strategic vision, driving change, building services roadmap, infusing new ideas, implementing emerging technologies for the long run, and taking enterprise system performance & productivity to next level.

Experience

1. Service Delivery Head

   TP

   Jul 2018 — Present · Indore, IN

   Ensuring that clients receives high-quality services that meet or exceed theirexpectations; including monitoring client feedback and making changes as needed toimprove the client experience Maintaining high standards of service quality, including ensuring that service levelagreements (SLAs) are met, monitoring service performance metrics, andimplementing process improvements to enhance service delivery Ensuring that service delivery processes are efficient and cost-effective, andidentifying areas for optimization and improvement; optimizing resource allocation,streamlining workflow and automating manual processes where possible Ensuring that the organization is compliant with relevant regulations and standards,such as data privacy laws, and identifying and managing risks that could impactservice delivery, such as service disruptions and security breaches Driving a culture of continuous improvement, including identifying areas forimprovement, implementing process improvements, and measuring the impact ofthese changes on service delivery Managing the financial performance of the service delivery function, includingmonitoring and controlling costs, and ensuring that the organization is meeting itsrevenue and profitability targets

Education

• Makhanlal Chaturvedi National University of Journalism and Communication, Bhopal

  bachelor of computer applications, Computer Science