1. SIJI POULOSE
Kalyan west - 421301
Maharashtra
India
Mob: +91 9920047337
Email: sijipoulose2012@gmaill.com
CAREER OBJECTIVE
To pursue a rewarding career in an organisation which provides a challenging environment and allows me to grow
professionally and as an individual.
WORK EXPERIENCE
MAERSK GLOBAL SERVICE CENTER PVT LTD (SHIPPING) – Mumbai, India
Process Manager, Apr 2015 to date
Team Manager, Aug 2012 to Mar 2015
Responsibilities:
Manage Day – to – Day operations - Disputes (MSL/SCL/SGL); manage Client expectation & attrition &
focus on projects for continuous improvement
• Managing Maersk Line/ Safmarine/ Seago Dispute Team of 50 FTE’s aligned to 3 entities i.e.- UK, Belgium & India
• Ensure Key Client accounts are managed effectively and ensure speedy resolution of the disputes.
• Actively involved in various improvement projects to attain efficiency and process excellence.
• Drive Root cause analysis of the disputes that are raised by the customer to ensure invoice accuracy enabling correct
invoices be raised to the customers.
• Monitor & enhance the performance of the associates & Leads in the areas of TAT, productivity, accuracy & Value Adds etc.
• Ensuring optimum desk/ seat utilization.
• Calculating, controlling & managing the Over Time Allowance & leave management for the team.
• Scheduling Skip meetings with the team members & one – to- one meeting with Team Leaders to understand their
development needs and aligning trainings wherever applicable.
• Monitoring, aligning & managing the volumes and ensuring SLA adherence.
• Ensuring all the SLA’s are met by closely following the Upstream & Downstream process.
• Preparation of Daily/ Weekly/ Fortnightly decks emphasizing on the performance of the process that has led to “ Money in he
Bank” & increase revenue
• Create follow up process, schedule calls & meetings with relevant stakeholders to seek clarification & release disputes.
• Scheduling Bi- weekly calls with clients to discuss on the SLA’s & drive actions towards the area of improvement.
• Revising & setting of target at regular interval by conducting Time & Motion Study.
• Setting of KPI & conducting Appraisals at regular intervals.
WNS GLOBAL SERVICES PVT LTD – India - Jun 2005 to Aug 2012
Manager – FedEx Cash Application (Logistics) – Nov 2011 to Aug 2012
Responsibilities:
Manage Day–to–Day operations – Cash Application process; manage Client expectation & attrition & focus
on projects for continuous improvement.
• Managing Cash application team of 25 FTE’s spread across 2 location .i.e. Mumbai & Nasik.
• Monitor & enhance the performance of the associates & Leads in the areas of TAT, productivity, accuracy etc.
• Preparing the roster for the team and also ensuring optimum desk/ seat utilization.
• Calculating, controlling & managing the NSA’s – Night Shift Allowance, incentives & leave management for the team.
• Scheduling one-to-one with the team members to understand their development needs and aligning trainings wherever
applicable.
• Monitoring, aligning & managing the volumes and ensuring SLA adherence.
• Ensuring all the SLA’s are met along with smooth flow of cash with minimum % of amount in unapplied cash.
• Preparation of Monthly Operation reports, deck, calls which includes preparation of FTE utilization report, Access reports,
MBR deck, client calls and meetings with the Internal Stakeholders
• Scheduling Bi- weekly call with client for discussion on TAT & Accuracy of Cash Applied versus Cash posted to unapplied.
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2. • Revising & setting of target at regular interval by conducting Time & Motion Study.
• Setting of KPI & conducting Appraisals for Cash Application Team.
• Conduct training in Basic of Lean & Six Sigma
WNS GLOBAL SERVICES PVT LTD - India
Assistant Quality Assurance Manager – Jan 2010 to Oct 2011
Responsibilities:
Key Focus towards Quality Assurance, Quality Control & Improvements
• Responsible for deploying Quality Assurance for one of the biggest shipping & logistic process (F&A) comprising of 150
associates spread across 2 locations .i.e. Mumbai & Nasik.
• Developing Quality Plan which includes defining Quality Check strategy, Sample Size Strategy, Accuracy Calculation,
Feedback Mechanism, Calibration Process and Reporting Formats to be implemented for the process.
• SLA drafting, Reporting & Adherence – Ensuring timely reporting, tracking & adherence of critical as well as Key Service
Level metrics defined by the client.
• Creating a robust CCRP Mechanism - To facilitate capturing of both customer comebacks as well as customer compliments.
• Deploying controls through FMEA for each sub-process.
• Ensuring seamless review & quarterly updates of Departmental Procedure Manuals of the process.
• Develop & deploy strategies to augment customer satisfaction survey results for the process.
• Driving Process Improvements & generating QNS (Quality Net Savings) through Brainwaves, Fusion & Kaizen events.
Mentoring Kaizen and WB.
• Responsible for developing DNA for quality trainings - Lean, Six sigma trainings and quality awareness within the team.
• Deploying ISO (QMS – 9001:2008) and EMS.
• Deploying 5S.
• CTQ Mapping, Reporting CTQ Dashboard at regular intervals & validating/analyzing the CTQ reporting.
• Identifying the action plan in co-ordination with the required stakeholders as per the VOC Scores.
• Conducting appraisals for QAL/ LC- QA as defined.
WNS GLOBAL SERVICES PVT LTD - India
Quality Assurance Leader for Cash Application Process - Oct 2007– Dec 2009
Performing quality checks. Handling MIS/ SLA Reporting, Performing RCA’s, preparation of monthly quality reports and Driving
Process Excellence
WNS GLOBAL SERVICES PVT LTD - India
Process Trainer for FedEx Cash Application Process - Jan 2007 – Sep 2007
Preparing process training schedule, trainings records, test papers monitoring accreditation, tracking productivity/ accuracy of
the trainees etc.
WNS GLOBAL SERVICES PVT LTD - India
Customer Service Associate for Cash Application Process - Jun 2005 – Dec 2006
• FedEx Cash Application is responsible for applying the payments received from the clients globally in the form of EFT,
Cheques and Credit Card etc.
• Handling Customers queries via email/ people soft (Oracle)/ ECS and solving staff product queries.
• Analysing and meeting all deadlines set as per the SLA.
PERSONAL CONTRIBUTION TOWARDS PROJECTS
Maersk Line (Shipping)
• Completed a Kaizen project by creating a follow up process that reduced the Open count of disputes.
• Currently involved in a project wherein the goal is to “Improve on the turn time of handling disputes” & meet the customer
charter.
FedEx (Logistics)
• Initiated and completed couple of Kaizen projects which generated huge QNS.
• Completed a YB project which transformed the cash application process and was shared with the client as a Client benefit
project.
• Leading a standardization project for billing process in collaboration with the clients.
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3. ACHIEVEMENTS
• Rewarded as “Leader of the Quarter” – 2014, at Maersk GLOBAL SERVICES PVT LTD - India
• Rewarded as the best Asst. QAM for the quarter- Jul 2010 to Sep 2010, at WNS GLOBAL SERVICES PVT LTD - India
• Rewarded by the client for initiating a transformation in the Cash Application Process at WNS GLOBAL SERVICES PVT
LTD - India
• Rewarded as the best Quality Assurance leader in the years 2009 and 2010 at WNS GLOBAL SERVICES PVT LTD - India
• Rewarded as a High Flyer in the process for maintaining efficiency and accuracy for meeting the Service Level Agreement,
at WNS GLOBAL SERVICES PVT LTD - India
EDUCATION & TRAINING
• Bachelor’s Degree in Commerce from SNDT University Nasik.
• Training attended at WNS Global Services - Basic of Lean & Six Sigma, Lean Samurai, ISO 9001:2000, FMEA – Failure
Mode Effect Analysis, RCA – Root Cause Analysis
• Certified in Lean Cadet, LEAP, YB – Six Sigma, Kaizen.
CO-CURRICULAR ACTIVITIES
• Participated and won throw ball matches at inter school and junior college level.
• Due to excellent leadership skills, was appointed as hostel representative, at Nashik – India.
.
PERSONAL DETAILS
Date of Birth 08th
August, 1984
Nationality Indian
Family Status Married with a daughter 10 months old
Languages known English, Hindi & Malayalam
Visa Status Visit
Interests Singing, Music and doing Social Service
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