Shamsu Nisha has over 10 years of experience in operations management, project management, and team leadership roles. She is currently a Multi Service Manager at AON Hewitt in Chennai, where she manages both technology and operations teams, leads projects, and ensures quality deliverables. Previously, she spent over 8 years at Infosys in roles involving customer service, technical support, and production support. She has strong skills in people management, training, recruitment, and achieving goals on time. Her educational qualifications include an M.C.A. from Madurai Kamaraj University.

1. A. Shamsu Nisha
Multi Service Manager @ AON Hewitt
Mob: 8056111219 / 9487530815 Email: nishabaalu@gmail.com
WORK EXPERIENCE (Total 10.6 Yrs.)
Multi Service Manager
AON Hewitt, Chennai: August 2013 – Present (I year, 11 months)
Roles & Responsibilities
 Team Management:
- Handling both Technology & Operations teams. I have 7 Unit Managers, who manages a
team of 10 to 15 colleagues.
- Leading, mentoring & monitoring the performance of the teams to ensure the efficiency
and quality deliverables.
- Effectively manage SLA Compliance, control attrition and update the EWS reports
monthly.
 Project Management
- Leading as a POC for Offshore Delivery of deliverables on concurrent projects transitioning
of key modules/projects from onsite to offsite location by developing competency.
- Documenting Standard operating procedures (Testing) to be handed off to the maintenance
teams.
- Perform Internal Client Acceptance testing, ascertain order of priority and assign to
offshore associates part of the defect resolution team.
- Formed a postproduction team to raise and test out defects for hot fixes.
- Responsible for creating test plan document.
- Accountable for work allocation to and delivery of offshore associates.
- Metrics Management of offshore associates.
- Closely interact and align with Business to identify gaps in use cases and modify them
based on implemented workflow corrections.
- Provide QA sign off on Defects logged in ALM and carrying out Regression tests.
- Review test Case Creation and Execution activities.
 Major Clients:
- Cummins
- Bank of NewYork Mellon
- Best Buy
- Avery
- Unisys
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Profile of Operations Manager / Delivery Manager / Project Manager

2.  Employee Engagement:
- Proactively enforce engagement drivers
- Established connect with individuals and groups - both structured and unstructured
manner on regular basis to ensure healthy work environment.
- Organized training sessions to enhance understanding of HR policies and processes.
- Managed full employee life cycle events including leave and time office function, career
Progression & management process and full and final settlement.
- Developed and implemented periodic engagement activities like Fun at work, important
life cycle event celebration, cultural programs, sports, team bonding etc to boost
commitment.
- Drive engagement survey. Elicited business leaders and managers about survey result.
Prepared employee engagement action plan in collaboration with business
 Recruitment:
- Campus recruitment for bulk hiring both Off campus and On campus.
- Conduct tests and interviews independently with Campus hiring.
- In-charge for getting the manpower request from the Business Units.
- Arranging the interviews as per the request from the Business units and close the positions.
- Handle initial screening (Professional Experience, Educational & Professional
Qualification, Communication skills, interest & suitability for required job profile etc.) of
the candidates in accordance with the job description.
 Training & Development:
- Conceptualize & Effectuate trainings & development initiatives for
improving employee productivity, building capability and quality enhancement.
- Being identified as the Gold trainer to train the new recruits on the Process flow and the
domain training.
- Identifying training needs across levels through mapping of skills required for different
roles and analysis of the existing level of competencies.
- Freezing of the annual training calendar and end-to-end execution of the same.
Assistant Manager – Operations.
Infosys, Bangalore & Chennai: Feb 2005 – Aug 2013 (8years, 6 months)
Roles & Responsibilities
- Have experience with Voice, Email & Chat services thru’ Customer Service Support,
Technical Support, Application Support & Production Support.
- Team management with team size of 40+
- Achieve 100% governance with monthly team meet & one-on-one regularly.
- Performance Management and review individual development plans with action plans.
- Monthly revenue generation for the teams for both T&M and FP Projects.
- Training co-ordination and compliance.
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Profile of Operations Manager / Delivery Manager / Project Manager

3.  Release Management - RM, where I handle the PR1 Emergency Production and Production2
deployments of CRs into various applications like BA Direct, CPO and CPW. All deployments
are supported by Channel Technology ClearQuest Application known as 4C (Comprehensive
Configuration Change Control) that is used to track and control all changes made to
applications and infrastructure. This include planning the deployment, follow-up with
baseline and initiating the deployment, opening the Bridge line and bringing the various team
like Eops, DBA Oracle, WebAdmins, Developers, Verifiers, Testers, etc, Follow-up on various
tasks during the deployment, escalation, updating the status of CRs and deployments in 4C
tool. Finally, send the email notification to various groups and individuals.
 Major Clients :
- British Telecommunications
- American Express
- Bank Of America
 Soft Skills Trainer:
- Have involved in Voice & accent training for the new batches for the Client British
Telecommunications, (BT Retail).
- Have been Process trainer as well as Customer Service Specialist.
- Have acted as a training coordinator for the Client American Express to ensure training
compliance of the new trainings as per business needs and annual training compliance.
- Training & Certification Anchor for the Client Bank of America.
- Identify the training needs of both the technology & Operations team by collaborating with
the Project managers, Operations Managers and the Stakeholders.
- Facilitate the identified training needs by executing the training calendar events.
SCHOLASTICS
Qualification School / University Year of Passing % of Marks
M.C.A Madurai Kamaraj University 2005 76
B.Sc Computer Science Madurai Kamaraj University 2002 70
HSC [+2] NAMMHS School, Cumbum 1999 65
SSLC [10th
] Sharon Matric School, Cumbum 1997 79
PG Diploma in Career
Guidance & Counseling
Annamalai University 2011 60
ITIL V3 foundation
Certification
EXIM 2010 85
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Profile of Operations Manager / Delivery Manager / Project Manager

4. Strengths:
- I can analyze facts very well and competent enough to make decisions.
- A good team player and accept the importance of group dynamics & ready to face
challenges.
- Ability to set goals that prioritizes the work accurately to meet the deadlines.
- Excellent understanding skills, honesty, integrity and personal ethics with a continual
desire to learn and expand horizons.
- Self-esteem and confidence to provide initiative and drive to get work done.
- Operations Excellence, Strong people management with 100% governance.
- Responsible, reliable, Promote Innovation & Continuous Improvement.
- Expertise in People Management & Managing Colleague Issues.
Achievements:
- Individual Extra Miler in 2012 for outstanding performance & team management.
- Star Performer Award in 2011
- Inspiring Infoscion Award in 2010
- Got monthly SPOT award for performance in Sep 2009.
- Got RAMP award for the month of Feb 2009.
- Got Team Extra Miler award for the month of March 2008.
- Got Individual Extra Miler award for work dedication, Initiatives, Training the new
recruits & Coordination with other Support team for the month of Jan 2010
- Have completed Yellow Belt Training & Transition Management Training.
- Undergone many Personality Development and corporate Trainings.
- Unmatched Team Award for delivering exceptional performance in Aug2014.
Personal Data:
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Profile of Operations Manager / Delivery Manager / Project Manager
Date of Birth 02 Oct 1979
Marital Status Married
Spouse Name Mr. S. Balasubramanian
Mobile num 8056111219, 9487530815
Email id nishabaalu@gmail.com / shamsunishabegum@gmail.com
Communication Address 10/28-Karpaga Vinayagar St, Ekkattuthangal, Chennai - 32

5. Place: Chennai Shamsu Nisha
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Profile of Operations Manager / Delivery Manager / Project Manager

6. Place: Chennai Shamsu Nisha
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Profile of Operations Manager / Delivery Manager / Project Manager