Lukman HakkimBangalore, INDIA

91- 9884827001lukman.htmt@gmail.com_________________________________________________________________________________________________________________

Career Summary:

Overall 9yrs of experience, managing Client Relationships and Service Delivery for Voice based businesses in a BPO environment; Span of control of over 120 FTE’s; Exposure India Domestic processes; Instrumental in mining of existing accounts; Remote Management of processes based in different cities; Exposure in Transitions of multiple projects; Developed strong teams and effective performance management systems.

Experience:

Manager Operations – Chennai – Call centre Manger – Operations.TATA AIG General Insurance – From Dec 2014 to on date…!

Managing the overall call centre Business (Health Insurance) with 40FTE’s on hardcore sales vertical.

Manage sales business from Outbound  Call Centre. Improve quality of business by controlling cancellation Call centre attrition management Bill processing Billing calculation Manpower planning and budgeting Ensuring compliance to SOP's

Manager Operations – Domestic Operations Bangalore Serco Global Service – From May 2013 to Sep 2014

Managing voice based service delivery for a cluster of Domestic Clients (a mix of Insurance, NGO, verticals) Chennai, Hyderabad and Bangalore; a span of control of approximately 190 FTEs (full time equivalent employees) 2 Assistant Managers ,12 leam Leaders,6 Quality Analysts,4 MIS

Manage service delivery on Telesales, Telemarketing, Affinity Sales, KYC and Logistics based campaigns Responsible for Budgeting and P&L management on Direct Costs. Lead staff at all levels in the organization to ensure consistent and quality services. Responsible for interactions with the client managers and SPOCs and fostering strong client

relationships. Responsible for employee engagement initiatives. Work with other departments (Quality, Legal, IT, Training, Transition, HR etc) in order to improve

processes that directly impact performance, profitability and/or people. Responsible for contract renewals and annual price escalation. Responsible for contract renewals and annual price escalation. Responsible for billing and collections.

Working with clients / market sources to keep abreast with the possible changes the client organization can go through and develop a strategy with BUH to ensure that business volumes remain stable or improve further.

Supporting Business Development; provide solution for new business opportunities; participate in presentations to prospective clients, coordinate client visits to the floors.

Assistant Manager Operations – Domestic Operations Bangalore Serco Global Service – From April 2012 to May 2013

Managing voice based service delivery for a domestic client a span of control of approximately 60 FTEs (full time equivalent employees), 6 Team Leaders, 2 Quality Analysts, MIS.

P & L Management on Direct Costs Accountable for the production and quality targets of the team Present Performance Projection of the process Coordinating with the client on process related issues and updates Mining of the account in co-ordination with the Department Head and ensuring the account grows. Addressing the technical/ daily issues/ queries raised by the team Identify key people, develop leaders Identify and organize training programs.

Senior Team Leader Operations –Bangalore Hinduja Global Solutions -From May 2008 – March 2012

Managing voice based service delivery for an Insurance & NGO markets, A span of control of approximately 55 FTEs (full time equivalent employees)

Monitoring and assessing the agents for enhanced productivity Generating daily productivity & sales reports for in-depth analysis Call calibration with the client, remote monitoring, process and product training Preparation and submission of periodic reports to team managers People management goals - ability to lead a team Monitoring team performance Handle escalated calls; Motivate; Mentor; Monitor agent’s performance and implementing corrective

actions as required Identifying the training requirements of each Team Member and enhancing the same Having regular discussion on process improvements with the Client and Supervisors

Hinduja Global Solutions -From Nov 2006 – April 2008

Telecaller / Team Lead Operations

Managing with voice based service delivery for an Insurance ( ICICI Pru / Bharathi AXA Life )

Managing team size of 20 for Lead generation process Achieving the given target of 100% Responsible to control Attrition Quality monitoring for the leads Tracking on meeting the SLA’s

Achievements:

Consistently attained number one position in terms of business numbers for one of the key insurance accounts ( HDFC Life )

Was successful in transitioning and managing operations for a Insurance giant in Bangalore and achieved Top Positions PAN India for 3 consecutive quarters.

Managed & stabilized two NGO Process’s since last 36 months Certified on best revenue generator for last two Quarter ‘s Managed as Best Call Centre Manager for Consecutively a year on cross pan India in HDFC Life

Process. Awarded as Best Manager for 2013

Details :Education:Accomplised B.COMLanguages : Kannada,Tamil,Hindi,English,Malayalam,Telugu,GujarathiInterests: Sky Diving, RacingMarital Status : MarriedDate of Birth : 14th November,1985Current CTC:8.2lacsNotice period : 30 Days