1. Mubeen S 2016
Confidential - 1 -
CRA-159, Seetha Bhavan,Choozhampala,Mukkola P.O. TVM-695043
Mobile: (91) 9447340555
Landline-0471-2434546
E-Mail:ayaanthimbu@gmail.com LinkedIn Profile: https://www.linkedin.com/in/mubeen-shahul-693b01112
Seeking assignments in Operations Management and Project Management areas with reputed organizations
Précis
An astute, result-orientedleader inService Industry withproven success of over 16 years. Last 12years of relevant experience
in leadership role withstrong focus in Operations Management, Project Management and Operational Performance
improvement in the ITeS industry
Currently working as Client Manager with RR Donnelley & Sons Ltd
Key Domain Exposure - Business Transcription, Credit Reporting and Utility Services
A thoroughprofessional witha right attitude, capable ofgenerating new design solutions and ideas. Possess excellent
interpersonal, communicationand organizational skillswithprovenabilities in managing large teams across different service
lines with customer relationship management and strong focus on delivery
Core Competencies
Business Management
 Handledoperations invarious service linespertaining to Customer Service, Debt Collections , Billing and Collections
 Handling contract supporting activities, supporting sales and legal team on contract negotiations
 Responsible for the Revenue Assurance, Account mining and P&L for the business handled
 Partnered withSolutionDesignteam onmarket solutions and work with Customer sales group on new business
opportunities
 Handling customer trepidations through regular interactions and reviews
Operations Management
 Created WFMteam, workedon staffing forecasting andscheduling staff in apt shifts to meet anticipated workload
within scheduled turnaround time thereby enhancing efficiency
 Assistedto set upthe MISdept. fromthe scratch. Defined structuredreportingprocessand its frequencyof publishing
based on expectation setting with the stakeholders
 Handled setting upnew businessoperation by supporting the transition team and working with all departments
ensuring smooth process
 Setting up internal as well as external governance models and ensure strict adherence
 Managingdayto dayfloor operations andensure allinternalas well as external operational issues are tracked and
closed appropriately
 Front-ending the Process Health audits and other external audits
 BCM co-owner and coordinator of BCP initatives
Project Management
 Responsible for Programmanagement at the unit level activities commencingfrom businessgeneration till stabilization
of delivery
 Project Management of the key unit level initiatives
 Accountable for creating a niche service offering under the Project Management Support area
Knowledge Management
 Accountable for formulating Modules& detailed Knowledge documentations to ensure quality in delivery
 Conducting the TNA & TNI to identify further improvement opportunity
 Conceptualizing& developing needbasedtrainingmodules for developinga multi skilledwork force for cross utilization
within sub processes for optimum efficiency
 Identifyingimprovement areasand implementingadequate measures to improve the qualityof knowledge sharing and
learning of the delegates
 Tracking trainingeffectivenessat multiple points and taking backthe learning fromthe operationalfloor to the training
to bridging the knowledge gaps
 Ensuring optimum workforce skill set optimization and utilization

2. Mubeen S 2016
Confidential - 2 -
Process Management
 Monitoring overall functioning of processes, identifying improvement areasandimplementing adequate measures to
maximize customer satisfaction level.
 Mappingclient’s requirements and managingthe development, implementationandtransition processes in line with
the guidelines specified by the client
 Creating & implementing workflows to facilitate structured support in all areas including issue handling and overseeing
process improvement initiatives throughsystemchanges, process re-alignment/ redefining & efficiency management
 Negotiating the SLA’s withthe clients and setting upprocess andprocedures to monitor, consistentlyachieve the agreed
SLA’s & thereby focusing on Customer delight while optimizing costs
 Executingandassistingvarious qualityimprovements activitieslike out-layer management, calibrations and six sigma
projects
Team Management
 Recruiting, inducting, coaching, mentoring and monitoring employees to deliver optimum performance
 Identifyingandimplementing strategiesfor buildingteam effectiveness bypromoting a spirit of cooperation between
team members
 Creating andsustaining anenvironment that fosters development opportunities for enhancing the existing performance
levels
 Ensuring employee adherence to the organizationpolicies andwork with relevant HR teams in solving the employee
issues through structured tracking and reviews
 Developing Career road map for the employees in consultation with them and guiding them appropriately
Experience Summary
1) RR Donnelley& Sons,Trivandrum [16.10] Years (Nov’99 – till date)
RR Donnelley is a fortune 300 company with 150 years of operating history in the field of printing, publishing and integrated
communication services
Client Manager Business Unit: India Business
 Headingone ofthe service linesfor India Business Unit andsupporting the SBUheadin smooth operation of the unit
 Anchoring the strategic activities including Driving efficiency, revamping workflowtoolsandother strategic initiatives
for the unit
 Responsible for the planningandbudgetingof the entire unit – HCplanning, Expense planningandRevenue forecasting
 Supporting the Contract management activities
Previous Roles Handled at at RR Donnelley
I. Designation: Associate Client Manager Ops/MIS
Business: Project life cycle management of debt collection support Services
Duration: 2yrs (2011 – 2012)
Business Area: Service utility services, UK based utility Client, Debt Collections
II. Designation: Senior Project Coordinator Ops/Training/MIS
Business: Project Life cycle Management of Contact Centre Services
Duration: 2 years (2010– 2011)
Business Area: Service utility services, UK based utility Client, Contact Centre
III. Designation: Project Coordinator Ops/Training/MIS
Business: Project Life cycle Management of Billing and Collection Services
Duration: 2 years (2008 – 2010)
Business Area: Service utility services, UK based utility Client, Billing and Collections
IV. Senior Customer Service Associate 2006 – 2008
- Quality checking of the transcribed documents
V. Customer Service Associate 2004 - 2006
- Transcription of audio files shared by onshore Claims Investigators
VI. Quality Controller (2003 – 2004)
- Quality checking processed data
VII. Process Specialist (1999 - 2003)
- Data capturing service

3. Mubeen S 2016
Confidential - 3 -
Key Highlights
 Member of the organizational level talent group for two new bids – from June’15
 SLA deliverymanager for the entire team during new working platform migrationwithzerofailures – Dec’14 to Feb’15
 Successful transition of new business with a 20-member team (completed in March-2013)
 Year on Year efficiency (max 10%) back to the Client in terms of reduction in FTE starting 2013
 Turned aroundthe businessprofitabilitythrough deploying10 FTE identified fromwithin the project for new transition
 Headingthe year on year complaints reduction project varying from40% - 10% as target starting 2011 to enable the
Client to reach from 7th to 2nd position among competitors
 Lead the restructuring to reduce the average TAT from 10, 5 and 2 days to 5 , 1 and 4 hrs
 Handling a team of 40+ FTE’s and overall back-up for 120 FTE operations
 Maintained an Attrition of 12% YTD from FY’12 which is one of the lowest in the org.
 Lead a keyinitiative of reducingthe initial training time fromthree weeks to 2 weeks to ensure that the employees are
productive in shorter period
 Created a MIS modelthat was implementedacross multiple engagements andreceiveda lot of accolades from Sr. Mgmt
 Acting as key contributor of operational attributes to Automation team
Recognitions
 Most Valued Manager of the Team Award for the year 2014
 Two consecutive (2013 and ’14) Athlon (inter-company Olympics) title wins as CFO
 Best Performer of the Second Quarter Award for the year 2011
 Best Performer of the Month award for Apr-2010 for effective workflow management
 Part of the pilot group which has won the bid for the project – June - 2009
Academia
Course University/Institute Year of Passing
Pursuing MBA Institute of Chartered
Financial Analysts
ongoing
Bachelor of Commerce Kerala University 1998
Pre-Degree course(Same as current Plus 2) M G University, Kerala 1996
SSLC Model BHS TVM, Kerala State
Board
1994
Certifications, Trainings & Projects
Certifications Trainings
Microsoft Certified Professional MS Windows based Networking
Certification in Cisco Certified Network Engineer Network switches based
Certifition in Electronc Typewriting, Fax and Telex Assignments completed at Kerala State Audio-Visual and
Reprographic Centre
Personal Vitae
Date of Birth : 5th May 1979
PassportNo : J2304322
Languages known : English,Hindi,MalayalamandTamil (Speak)
Marital Status : Married
Hobbies : Sports and Travelling