AVINASH DESHPANDE

Mobile: +974-77226910 E-Mail: avinashjdeshpande@gmail.com

JOB OBJECTIVE: Senior Management position in Corporate Strategy, Business Improvement, Quality Management, Process Management, Balanced Score Card, ITIL, ITSM Implementations, Customer Service Operations, IT Governance (COBIT, SAS 70), ISO Implementations & Certifications (9001:2000, 20000, 27001) with leading organisations

PROFESSIONAL PROFILE Professionally certified Balanced Score Card professional practitioner with over 14 years rich crossfunctional experience in Balanced Score Card Implementations , Project Management, COBIT, ISO Certifications (9001:2000, 20000, 27001), Quality Assurance, Process Management (ITIL, ITSM), Customer Service Operations with well-known organisations. Certified Balanced Score Card Practitioner through The Palladium Kaplan-Norton Balanced Scorecard Certified Program the ONLY BSC Certification in the World Endorsed by the Creators of the Balanced Scorecard and recognized as the gold standard for strategy practitioner training and certification Currently working as a Business Improvement Manager with MOWASALAT ,the government public transport company of Qatar (based in Doha) Having successfully rolled-out Balanced Score Card organisation wide, been awarded for definition, training, implementation and institutionalisation of a BSC performance management system in Mowasalat. Having successfully rolled out organisation wide Business Process definition project, currently running Corporate Strategy projects using the Balanced Score Card methodology within Mowasalat. Having implemented end to end ITIL Best practice processes at DUBAI ALUMINIUM (DUBAL) for getting them ready for ISO 20000 Certification, was responsible for designing the SERVICE MANAGEMENT STRATEGY and User Access Management implementation at DU TELECOM. Proficient in running successful process oriented operations & experience of defining and implementing procedures, service standards for business excellence. Strong communication & interpersonal skills with proven abilities in Configuration Management, Customer Relationship Management, Supplier Management and Service Support Processes (Incident, Problem, Change Management)

PRIMARY RESPONSIBILITIES IN CURRENT PROFILE The Strategy & Business Improvement Managers role is responsible for preparing and updating the Annual Business Plan; manage the planning process and continuously monitor implementation of the plan to ensure achievement of the company's goals and objectives. To act as a visionary and 'trusted' internal adviser to the CEO/ ED. Working with the CEO and Senior Management as an interface to devise and communicate business plans and policies. Monitoring and reporting on the progress of different on-going projects taken up by the company, It also includes identifying core business issues, developing problem solving approach, managing multiple cross-functional teams to conduct analyses, and communicating & getting implemented management level recommendations. Responsible for Business Reporting to support business including the Balanced Score Card performance measurement framework and accountability reporting processes Detailed analysis of each relevant area of responsibility has been defined as under: 1. Business Planning - Work with the CEO and Senior Management to formulate the corporate business assumptions and optimize the planning process taking into account lessons learnt from the previous periods - Ensure that the business planning process is formally documented by establishing and communicating the Business Planning procedure / process for public transport. - Prepare and update the Annual Business Plan guidelines and time table. - Coordinate with Finance Department to align business plan with budgeting process

- Review and challenge (for accuracy and relevance) the department plan inputs, to ensure that budget results are in line with the activities planned and these activities are consistently in line with the desires and expectations of the Senior Management - Monitor the business planning and budgeting process and ensure timely resolutions of all issues and implement an effective integrated planning function - Take responsibility for the analysis and research underling the key components of the business plan - Ensure that all relevant business information has been taken into consideration and management expectations and requirements have been taken care of while devising Business Plan. - Prepare executive level presentations (for the CEO, BOD and Directors) that concisely and persuasively communicate the Business plans and strategies - Provide leadership and knowledge to the planning process so that processes can be improved with every new cycle by following the continuous improvement approach. 2. Business & Strategies - Conduct organizational reviews to identify strengths, weaknesses, opportunities and to evaluate operational effectiveness. - Development of strategies by following best practices in conjunction with CEO and Senior Managements vision and guidelines. - Align Business Plan with Strategy Maps (both at the corporate level and at the functional level) while considering overall business objectives and aligning business activities to the vision and strategy of the organization. - Monitor the progress of agreed action plans and report progress; initiate corrective actions to address shortfalls and gaps in plans to ensure high-performance to meet set targets and milestones. - Provide strategic and analytical support to evaluate business development opportunities including project economics, investment appraisals and business case analysis, as and when required - Perform Benchmarking exercise, cost / benefit analysis, contingency plans as and when required by the top management. 3. Performance Measurement - Design, develop and assess the Performance measurement systems (mainly Department KPIs) and serve as the process owner for the Balanced Scorecard Key Performance Indicators & performance Reporting. - Enhance and manage the implementation of matrices to track and monitor the performance and achievement of goals and objectives against the Business Plan. - Support Management in development of performance measurement strategies and accountability reports (e.g.: SWOT Analysis, Root Cause Analysis etc.) - Coordinate the implementation of key initiatives and action plans designed for achievement of the company KPIs - Develop processes for the tracking of performance measures to provide information for effective decision making and maximizing performance within the organization 4. Business Reporting - Working with the departments to coordinate and manage the accurate preparation and timely delivery of monthly, quarterly and annual Management Reports for the BOD & Management, these reports particularly the Monthly Executive Reports, are key instrument to help in business decision making. - Prepare meaningful analysis (to facilitate decision making) of report information so as to enhance the value of the information reported and increase user understanding. - Preparation of Ad-hoc Reports / Executive Level System Analyses, as and when required. - Continuously improve and enhance Business Reporting Models by incorporating relevant value drivers, financial and non-financial performance measures, qualitative information relevant to Key Performance indicators, managements strategy, plans, opportunities, and risks. - Prepare Financial Reporting, BOD and Management presentations. - Support company management in reporting processes; provide value adding ideas / suggestions / advice to improve efficiency and effectiveness. - Manage corporate communication and reporting process to ensure clarity and consistency in communication and reporting across the organization and to external parties. 5. Policies, Processes and Practices: - Support CEO/ED in development and implementation of operational policies, processes and practices covering all functions of business so that all relevant procedural / legislative requirements are fulfilled while delivering a quality, cost-effective service to customers. - Provide assistance for resolving business issues with regard to business process reengineering and other improvements. 6. General/Routine - Attend all Management meetings, record the proceedings, and prepare action plans. - Monitor the progress of actions and update the status in a timely manner - Maintain / update weekly/monthly scorecard - Prepare and submit Monthly Executive reports to executive management - Drafting awareness / corporate communication messages for the company newsletters and other internal communications - Drafting formats for both internal and external reporting. - Coordinate with departments and finalize presentations for Quarterly and yearly management Reviews - Other special assignments as required by CEO and Senior Management

AREAS OF EXPERTISE Strategy and Business Improvement Developing Business plans in consultation with executive management for directional & strategic planning Promoting organizational learning for improving personnel quality excellence Providing integrated management information across verticals and business units (transport business) Information technology harnessing for alignment with business requirements (Taxi Business) Focusing on Value based initiatives leading to end user, customer and business profitability Core business definition and institutionalization through Business Process Re-engineering (BPR) Practical implementation based personal training through BSC Certification Boot Camp and Master class delivered by Dr. Robert S. Kaplanthe worlds leading experts on strategic performancethe six stages of the Palladium Execution Premium Process (XPP), based on the Kaplan-Norton strategy execution approach Quality Assurance Ensuring that quality of processes are as per set ISO standards; conducting process reviews to enable strict adherence to process parameters and systems for Public utility vehicles (Taxis, Busses) Steering accomplishments of set quality standards in SLAs; conducting regular quality audits for Franchised taxis Compiling, reviewing & monitoring daily / weekly performance of TSR/CSR call quality from Call Centre. Working on quality improvement projects for achieving continual improvements in service levels.

Process Management Mapping clients requirements; assisting in implementing and customising Processes in line with the guidelines specified by the client. Implementing Standard Operating Procedures, Manuals to facilitate smooth functioning of process, ensuring conformance to Service Level Agreements. Identifying improvement areas in Processes and implementing adequate measures to maximise customer satisfaction levels. Business Development Analysing business potential, conceptualising & executing strategies to augment turnover and achieve desired targets. Monitoring competitor activities and devising effective counter measures. Identifying new market segments; evolving market segmentation & penetration strategies to achieve product wise targets. Interfacing with key influencers among Corporates for ascertaining requirements, making presentations and delivering need based product solutions.

Team Management Having been certified in Job Analysis, Job Evaluation and Grade Structuring from The George Washington University School of Business, interacting with Support functions for staffing & scheduling requirements, performance reporting etc Managing & monitoring the performance of teams, maintaining Shift Statistics to ensure efficiency in process operations and meeting of individual & group targets. Determining training needs of employees; conducting suitable training programs to enhance their operational efficiency leading to increased productivity.

Operations Management Managing customer service operations inclusive of implementing short / long term plans; managing teams with focus on excelling business targets & service delivery metrics. Assessing customer feedback, evaluating areas of improvements & providing critical feedback. Preparing MIS reports & other statements with a view to apprise management of Process operations and assist in critical decision-making process. Taking escalations for resolving critical issues; ensuring CTQ Delivery & Business Continuity.

ORGANISATIONAL EXPERIENCE Since Nov 09 till date at MOWASALAT (DOHA, QATAR) as a Strategy and Business Improvement Manager Lead development of 5 years Corporate Business Plan and develop annual operational business plan based on inputs from various business units. Responsible for institutionalization of Corporate Balanced Score Card and develop short term and long term strategy for business operations and improvement. Responsible for institutionalization of Project Management practices and design initiatives based on corporate vision and mission Provide internal process consultancy to QA and BU Plan for Process training, along with the QA & training coordinator as per the requirements of the BU Identify Process improvement initiatives at BU level & cross-BU level.

MAY08- Nov 09 at Arowana Consulting (DUBAI, U.A.E) as an IT-GOVERNANCE Consultant Was employed as an IT-GOVERNANCE Consultant with Arowana Consulting (DUBAI, U.A.E) having a customer base of Dubai Aluminium, DU Telecom, Emirates, Etihad Airways and a number of high profile clientele across United Arab Emirates. Projects handled as a IT Service Specialist: DUBAI ALUMINIUM (DUBAL) FOR ITIL /ISO20000 DUBAI SILICON OASIS (DSO) FOR ISO27001 AND DU TELECOM FOR IT SERVICE MANAGEMENT CONSULTING.

Feb07- May 08 at NIIT Technologies (Mumbai, India) as Quality Process Analyst - SEPG Was employed as the Quality Process Analyst with the SEPG Group and Heading the managed services domain for implementation of ITIL Processes for compliance of ISO 20000 AND ISO 27001 Standards. Successfully implemented ISO 27001 & ISO 20000 STANDARDS and achieved Certification from BSI India within a period of 6 months (Jul 07 -Dec 07), End to End implementation. Responsible for Organizational Certification for ISO27001 & ISO20000 for MUMBAI Location in Nov'07 & Dec'07 respectively, from BSI India. Implementation initiative taken up in Jul 07 Successfully certified for ISO 9001:2000 Surveillance Audit with Zero NC's in OCT'07. Process improvement and development initiatives for H.R, Commercial Service Organization and Internal Communications Organization for Mumbai location since Aug'07. Responsible for documenting and implementing the complete Quality Assurance Program for Managed services domain (Client: Data center operations for HOLCIM (ACC CEMENT) at D.A.K.C Koperkairane). May04- Feb07 at Orange Business Services (MSC Delhi, India) as Quality Assurance Analyst Global Network Control Was employed as the Quality Assurance Analyst in the Customer Network Operations at Gurgaon. Initiated the Quality Process and laid the guidelines for Quality Measures in coordination with the top management. Appointed as an Internal Auditor for the SAS 70 Audits. (Agreed upon Procedures Audit Project) Successfully conducted the Internal Audit based on SAS 70 & COBIT guidelines with External Auditors (RSM McGladreys, Inc. Minneapolis, US.) Coordinated with Field Service Engineers (globally) to ensure speedy and efficient resolution of client queries and grievances. Worked with Equant, Mumbai as a Service Coordinator May'04-Jul05 Conducted Training Programs for internal tools usage and process implementation; Soft Skills Training for Network Operations staff including middle management. Promoted to GNMC SPOC and received the Excellent Achievers Award in 2004. Solely responsible for documenting and implementing the complete Quality Assurance Programme for the Network Operations Centre (N.O.C).

Mar03-Apr04 at SITEL India Private Ltd. as Customer Service Professional America Online / DELL Technical Support

Joined as Customer Service Professional; promoted as Team Lead in Aug03

Rendered Technical Support on the America Online / DELL Processes. Handled a team of 15 personnel Initiated Client Satisfaction Survey evaluations for better customer satisfaction scores. Acknowledged by Management for consistent customer satisfaction scores. Was a core member of the team that handled the DELL Pilot Project in 2003-2004. Conducted Client Satisfaction Survey Evaluation Trainings. Received Appreciation Letters received from Customers on a number of occasions.

May99-Feb03 at Emkay Telecom, Mumbai as Manager Oversaw the complete operations of the Firm including Client Relations, Corporate Accounts and Company Presentations etc. Managed annual Business worth over Rs. 75 Lakhs. Attained an average of 42% escalation in business in 1999-2003. Key customers included Bank of Maharashtra, Modi Xerox Corp, Major Multinational Showrooms like Reebok, Pantaloons etc.

Commenced career at BPL Mobile, Mumbai from May98-Apr99 as Sales Operations Manager

MANAGEMENT CERTIFICATIONS Certified Balanced Score Card Practitioner through The Palladium Kaplan-Norton Balanced Scorecard Certified Program the ONLY BSC Certification in the World Endorsed by the Creators of the Balanced Scorecard and recognized as the gold standard for strategy practitioner training and certification. Participation in Robert Kaplan Master class and practical workshop on BSC Certificate In Job Analysis, Job Evaluation And Grade Structures from The George Washington University School of Business in January 2012 Certified Balanced Score Card implementation workshop in June 2011 Certified Edward De Bonos Six Thinking Hats workshop in April 2011 Project Management online workshop in June 2010 - (PMI Membership : 1741578) Business Process Management Notations workshop in Jan 2010

TECHNICAL CERTIFICATIONS ISACA Certified COBIT Professional Certification in May 2009. ISMS Implementation Certification based on ISO 27001 in May 2009. ITIL v3 Foundation Certificate in October 2008. ISO 20000 / ISO 27001 process implementation Training in November/ December 2007 ITIL v2 /Six Sigma Online Internal Training in October 2006. Sarbanes Oxley / SAS 70 internal Auditor Training in November 2005

EDUCATION Hardware Technical Professional Training at SITEL India Pvt Ltd. in 2004. Software Application Professional Training at SITEL India Pvt Ltd. in 2003. Diploma in Hotel Management & Customer Service from Garware Institute, University of Mumbai in 2000 3 years Computer Training Course from National Institute of Information Technology in 1999. B.Com from University of Mumbai in 1998.

PERSONAL DETAILS Date of Birth: Qatar Address: India Address: Languages Known: Linked in Profile: 31st July On Demand On Demand English, French (basic), Hindi and other regional languages (Marathi/Konkani/Gujarati) http://qa.linkedin.com/in/avinashdeshpande

HONORS AND AWARDS

Twice in a row, Executive Directors award (Mowasalat) for one of best employees (2010-11)(2011-12) Excellent Achievers Award for Outstanding Customer Support - 2005-2006. President's Award - by the President of India Shri Shankar Dayal Sharma 1993-94. Governors Award - by the Governor of State of Maharashtra (India) Shri C Subramanian -1992-93