Basic Info

Junaid Sarwar

11 years

Amman, Jordan

Bachelor's Degree

Senior Management

Work Experience

Head – Center of Excellence at Extensya

Experience Details

Head – Center of Excellence

Customer Service/Support

Senior Management (e.g. VP, CEO)

Transactional and Corporate Quality

• Work with the site teams to achieve optimal results on operational efficiency through gap analysis and process improvement projects. Also, support the Service delivery team to achieve Operational Excellence in key metrics.
• Delivers high impact projects targeting financial gains (i.e. Bonus maximization, penalty reduction or elimination and operational costs reduction)
• Provide training to leaders on continuous improvement methodology (Six Sigma, Lean etc) and formal problem solving techniques, enabling departments to drive better business results as measured by the balance score card.
• Liaise with the clients to achieve promoter status, grow current business and win new clients through process improvement projects that will improve customer lifetime value.

Internal Audit (Risk & Compliance Management)

• Mapping organizational requirements for developing and implementing new processes through Business Process Management System. Analyze requirements and document procedures, policies and work instructions to enable the team perform effectively and efficiently.
• Conducting audits of policy and compliance to standards (SOPs, SOWs, Standards (Security/ISO/COPC etc.), including liaison with internal and external auditors.
• Planning, designing and implementing an overall risk management process for the organization. This includes the business continuity responsibilities.

Learning & Development

• Leading and implementing our learning and development strategy to ensure the building of employee skills to achieve business objectives.
• Develop a structured and systematic approach to design and delivery of training programs in support of business objectives that emphasizes active learning in the field and corporate environment.
• Oversee and develop talent management, succession planning, and other employee and career development initiatives.
• Main trainings include QMS, Six Sigma, PMP, ISO, Problem Solving, Seven Habits of highly effective people, COPC, Statistical Process Control etc.


Company Details

Extensya (multinational)

Amman, Jordan

More than 1000 employees

Business Services - Other

www.extensya.com

Nov 2012 to present (4 years 1 month)
Quality Operations Manager at HUTCHISON 3 GLOBAL SOLUTIONS

Experience Details

Quality Operations Manager

Customer Service/Support

Manager

• Facilitate and Identify potential areas for improvement. Designing the Continuous Process Improvement plan and schedule implementation of Continuous Improvement Activities.
• Setting up of SLA's and benchmark processes, baseline performance and target setting.
• Liaise with the Network, Sales & Retention and Change Management teams and provide the Contact Center level analysis to improve cross functional work and improvement ideology.
• Work with Change Managers by providing them insights on Issue logs, process risk logs and the other Policy/Process issues impacting the business. Recommending solutions and giving insights on impact of change on revenue and customer experience.
• Provide customer centered strategic input to the development of new initiatives and products and with strong team work, build propositions with revenue and customer loyalty as priority.
• Develop CRM processes, surveys, & comprehensive studies, to ensure delivering customer service excellence. This includes Mystery shopper process, benchmarking studies, client satisfaction surveys, & client courtesy initiatives.
• Supervising all External and Internal reports (Including Service Performance Review, Balanced Scorecard, Customer Satisfaction Surveys, Monthly and Quarterly Business reviews)
• Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; bench-marking best practices; analyzing information and applications.


Company Details

HUTCHISON 3 GLOBAL SOLUTIONS (multinational)

pune, India

More than 1000 employees

Telecommunications

N/A

Nov 2011 to Nov 2012 (1 year)
Assistant Manager Quality at IBM

Experience Details

Assistant Manager Quality

Customer Service/Support

Manager

• Leading a team of Quality Analysts and Quality Leaders. Accountable for 3 Lines of Business with a total FTE span of 700.
• Taking initiatives for Process Improvement through proactive corrective and preventive actions. Training Need Analysis, Performance Level Approach, Creating and Implementing action plans and Quartile Management.
• Conduct internal audits on risk management and compliance of the SOP’s. Provide Business Health card to management and suggestions to improve.
• Cluster and analyze customer complaints and identify adequate ways to improve customer satisfaction
• Promoting Quality Achievement and Performance Improvement throughout the organization.
• Setting QA compliance objectives and ensuring that targets are achieved; Ensuring 100% client satisfaction on quality performance.
• Monitoring performance by gathering relevant data and producing statistical reports.
• Review the compliance to Calibration activities.
• Conducting regular quality compliance audits to ensure integrity.
• Maintaining and updating the BPMS documents and arranging for the Internal and External audits. Maintaining the ISO 9001:2000 and 27001 standard requirements.


Company Details

IBM (multinational)

pune, India

More than 1000 employees

Business Services - Other

N/A

Sep 2005 to Oct 2011 (6 years 1 month)

Achievements


2010 - Six Sigma Project on NPS (For Virgin Media UK) increased the customer base by 12% and realized a saving of $850k. Received “CEO Award for Excellence” for this achievement. The project was published by LinkedIn as a learning example. 2013 - Six Sigma Project on Customer Experience improvement (for Hutchison UK) increased the CSAT by 21% and reduced the repeat calls by 14%. 2013 - Six Sigma Project on CE for a Saudi based telecom helped increase ARPU by 7% from Corporate and White Glove customers. 2011 – Project on Attrition Management, in collaboration with the HR team reduced the organization attrition by 5.2%. 2013 - Lean Management project helped reduce AHT from 164s to 120s for a MENA based Telecom. 2012 - Lead the COPC VMO & COPC OSP framework implementation for Zain KSA and Extensya Jordan respectively. 2008, 2009, 2010 – Top Talent: Awarded by IBM to the top 10% employees worldwide for exceeding the expectation and going beyond call of duty

Education

B.Com in Business Administration

Education Details

B.Com

Business Administration, Commerce, Marketing

University of Kashmir, India

A / Excellent / 85 -100%

N/A

N/A

University of Kashmir
2006 - 2008
High School - Other

High School Details

Other

JNV

India

2004

A / Excellent / 85 -100%

N/A

JNV
2004

Certifications

COPC
Jan 2010

Certificate details

COPC

Jan 2010

N/A

N/A

N/A

COPC

N/A

Certificate details

Six Sigma Black Belt

Apr 2010

N/A

N/A

N/A

ASQ

N/A

KAIZEN
Sep 2008

Certificate details

KAIZEN

Sep 2008

N/A

N/A

N/A

KII

N/A

Lean Management
May 2009

Certificate details

Lean Management

May 2009

N/A

N/A

N/A

ERCP

N/A

Training and Courses

Training/Course Details

Internal Integrated Assurance Review

Mar 2009

IBM

Internal Audit training

Training/Course Details

Management Excellence Program

Aug 2011

Hutchison

N/A

This profile is not updated!
Last update more than 2 months ago.

Jobseeker photo

Profile Skills and Keywords

AnalyticalArabicAssistant Manager QualityBusiness AdministrationBusiness Services - OtherCOPCCommerceContinuous ImprovementCustomer ServiceCustomer-orientedData AnalysisEnglishExtensyaGadgetsHUTCHISON 3 GLOBAL SOLUTIONSHead Center Of ExcellenceHindiIBMISOInnovativeInternal Integrated Assurance ReviewKAIZENLeaderLean ManagementMS OfficeManagement Excellence ProgramMarketingMinitabProblem SolverQuality AssuranceQuality Operations ManagerSix SigmaSix Sigma Black BeltSupportTelecomTelecommunicationsTravellingUrdu

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Hindi

Hindi

: Fluent

: Fluent

: Fluent

: Fluent

Urdu

Urdu

: Fluent

: Fluent

: Fluent

: Fluent

Arabic

Arabic

: Advanced

: Intermediate

: Intermediate

: Intermediate

Tools and Technologies

MS Office

MS Office

: Expert

: Extreme - I love it!

:

More than 7 years

Minitab

Minitab

: Expert

: Extreme - I love it!

:

5-7 years

Fields of Expertise

Quality Assurance

Quality Assurance

: Expert

: Extreme - I love it!

:

More than 7 years

Six Sigma

Six Sigma

: Expert

: Extreme - I love it!

:

More than 7 years

Telecom

Telecom

: Expert

: Extreme - I love it!

:

More than 7 years

Continuous Improvement

Continuous Improvement

: Expert

: Extreme - I love it!

:

5-7 years

ISO

ISO

: Expert

: Extreme - I love it!

:

5-7 years

Key Skills

Analytical, Leader, Customer-oriented, Problem Solver, Innovative

Online Presence

https://jo.linkedin.com/in/junaidsarwar

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