1. Pen Picture
Part of multinational business environment constituting multiple domains like:
Sales, Skip collections, Customer service, Financial Data Analysis& reporting, AccountsPayable, TransactionandBilling
support for Telecom, Businessimprovement, vendor relation Process transition, recruiting, people management and
events.sss
Career Snapshot
Organization Level Business Tenure
Genpact
Manager F&A March 2010 to Till Date
Team Leader F&A July 2007 to Feb 2009
Process Developer (PD) Customer Service March 2006 to June 2007
24/7 Customer
Service
Senior Sales
representative
Customer Service July 2005 to February 2006
Convergys CCO Customer care Feb 2005 to July 2005
Reliance
Infocomm
PR Coordinator Telecomm April2001 to November 2004
Roles and responsibilities at (Genpact)
Value Creation
 Designed ApprovalStamp for seamless booking
 Driven Revenue of 42 K by process transformation / Lean implementation
 Merger and acquisition testing w ith IT and Operations team
 Payment process streamlined reduction of 5 resource
 Smart clean-up project for divestiture entities (
 Transformation Project on Deleted audit Cleanup project
 Mentored Debit balance refund clean-up project valuing $ 5.3 M
 Mentored accuracy improvement Matrix project (data validation and calls)
 Unrecorded liability clean up $ 7 M
Individual

 Managed global teams transitioning to consolidation
 Coordinated w ith Visa processing teamto obtain Visa’s on time and proactively maintained strong communication w ith the
customer by updating the readiness
 Heading Customer service for Leading American Automotive and entertainment Manufacturer and industry
 Was responsible in preparing Pre-On job Training material along w ith the solution team,
 Transitioned Accounts Payable and T&E Process team of 45
 Personally drove process standardization across business through seriesof high impact projects and established healthy
framew ork w ithin the business
 Lead financial review meetings w ith the Senior Management Group to review performance and operational metrics
 Manages and monitor team staff dynamics, resource utilization, and evaluation of individual’s performance.
 Develop brand compliant leadership presentations
 Maintain a high degree of customer and Vendor engagement through formal and informal communication channels
 Review ing Supervisors performance by intelligent business operations
 Discussing on controls fromprocessing and payments
 Work closely w ith externalaudit team and provide sampling data as requested
 Point of contact to organize cultural ’s events and manage Client visits by arranging ground transportation and smooth
entry into premises
 People champion w ith 0% attrition for 2 consecutive years
Abdul Malik Talib
loginabdulmalik@gmail.com
Phone:- 91-9985662828

2. Operational
 Quarterly validation of supervisors performances and goals
 Dashboard review s on a regular basis
 Utilize metric driven staffing models to align headcount forecast
 Define Service Level Agreement and develop org charts for new and old businesses
 Manages and monitor project team staff dynamics and project resource utilization.
 Co-ordination w ith various businesses for information required to execute high-end leadership reports
 Lead cross functional training w ith in various sub-processes via various tool kits and have effective back-up plan
 Upholder of top possession on managerial score card for consecutive 4 years(2009-2014)
 Performance review and realignment of resources basis volume analysis
Strategic
 Manage operations and implementation of strategic initiatives and responsible for managing curriculums, learning path
and Competency framew ork for respective sub-processes.
 Identify standardization opportunities for Leadership reports.
 Upskilled supervisors on Six Sigma projects and monitored cost reduction and load balancing projects
 Set up Business chatter calls and discuss improvement ideas w hich lead to reduction in effort calls and queries.
 Managing help desk metrics by ensuring 100% FCR and maintaining abandoned calls at minimal
 Maintain direct interaction w ith service providers to ensure timeliness of critical activities are met
Certifications (Genpact)
 Green Belt Six sigma Trained & Tested
 Goal setting- Harvard business school certification program
 Retaining Employee–Harvard business school certification program
 Feedback essentials - Harvard business school certification program
 Time Management, Decision Makings, Coaching, Innovation & Creativity, Developing Employee, Delegating,
Negotiating, Enhancing Team fitness, People Management & Performance management.
Roles and responsibilities at 24/7) Customer Service
Description
 Was a part of outbound sales team and the purpose of call w as to promote credit cards to US based clients and also
promote new offers as per update.
Roles and responsibilities at (Convergys)
Description
 Was part of inbound call center supporting US based clients in resolving their queries related to the product and
conference calls w ith Technical team basis need
Roles and responsibilities at (Reliance Infocomm)
Description
 Was a part of Pre-Launch Activity w orking on Mesh netw orking and seek permission w ith R &B to execute the
conventional w ork done seamlessly
 Identified BOI and ensured commercial and residential buildings are connected w ith Reliance netw ork
 Established excellent connect w ith entrepreneurs for future business
 Hired and trained part time dealers to perform sales in commercial market
 Conducted many promotional events for product aw areness
 Post launch:- Was responsible for sales outlets and w as prepared inventory management and share w ith leadership,
assisted them in resolving queries and shared ideas for increasing sales
 Managed corporate sales and after sale services
Strengths
Relating Ability Self-assured and organized
Analytical thought process Logical thinking
Focused Systematic approach
Disciplined Eye for detail
Ability to deliver under pressure Multitasking ability
Intensifying Netw orking
Educational Qualification
 Bachelor in Commerce fromOsmania University (June 1999 to June 2001)