Aerial Silks & dance
Pooja Charanlal
Manager- Process & Automation
Dubai
Summary
A vibrant & insightful Manager with progressive experience in directing and improving operations through effective employee adherence strategies in scope of strong governance, policy & process enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
13
13
years of professional experience
Work History
Manager- Process & Automation Management
du telecom
Dubai
05.2012 - Current
- Successful execution of cross-functional channel process developments & alignments specific to TDRA Policies (RRMC 2.1) mandated across EITC during 2021.
- Acted in the capacity of an Advisor to several EITC Core Process Consultations such as PLM (Product Lifecycle Management) Framework, TDRA Billing Annual Audits, State Audit Institution & Internal Control Audits for both Channels & Commercial departments
- Developed an Audit- Business Control Framework in 2018 with a relevant policy, and process flow- defining clear instructions on handling audit observations raised against Commercial business departments which was received very well by the Senior Management & is still in execution as of today.
- Successful execution of Project Quality + 2012: cleaned up the existing Commercial Sales Repository & migrated it to ARIS as per ISO9001 standards. As a result, out of the 560 processes in the sales process repository, 287 processes were categorized under du store, applying first level of waste elimination resulted in 190 process which were further condensed down to 22 Core Sales processes drafted for du store sales & service. Additionally, there was a saving of 4.8 million via process elimination methodology.
- Manage end to end business policies and processes in addition to identify critical improvement areas within the existing as-is processes for the cross-functional business department channels (Sales, Marketing & Support departments) in order to gain process awareness, efficiency and achieve adherence over business practices.
- Identify and define in-scope policies and processes consistent with business ownership for multiple departments such as, Marketing, Sales and Support, ensuring that implemented processes and exercises comply with TDRA, Government and company policies and practices in order to minimize potential business risks.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Support TDRA audit management for the Channel Touchpoints & Experience channels including, evaluation of management responses, preparation of risk memos, submission of business requirements, coordination of audit and business SPOCs & perform relevant follow ups.
- Supervise planning of process development roadmaps including objectives and scope of approach in order to inform Channel heads on upcoming implementation plans.
- Act as a point of expertise to maintain and ensure all cross functional teams within Consumer Marketing and Sales Departments abide by the quality framework structure mapped by the Risk & Compliance Department in order to support the company strategy in parallel to cross- functional business operations.
- Act as point of expertise to transmit complex process issues, making recommendations of appropriate solutions in order to ensure all solutions are within policies of consumer business strategy.
- Identify & address risks related to processes associated with every marketing & sales function and provide realistic and reasoned solutions which directly translate into process improvement projects, if needed as per management direction (such as, DMAIC/Six Sigma approach)
Bodyshop Advisor
Al Tayer Motors LLC
dubai
12.2007 - 01.2010
- Achieved annual revenue target of AED 5 million for two consecutive years in Al Tayer Motors (actual target- 3.5 million)
- Acknowledge & explicate customers about the entire accidental repair procedures
- Carry out vehicle inventory & complete vehicle check in procedures
- Prepare damage estimates & maintain customer follow up procedures
- Meeting targets & fulfilling vehicle diagnostic assignments within deadlines
- Coordinate with parts department, in terms of fitting, patterning or body design issues
- Contact & negotiate with insurance companies & ensure required jobs are carried out as per vehicle policy & legal documents
- Control estimated timelines for repairs & coordinate with team leader for exact delivery dates within quality standards
- Conduct final quality inspection on vehicle prior to vehicle check out procedures
- Create policy manuals, procedure guidelines as per company objectives & quality standards whenever necessary
- Promote sales & provide recommendation to customers on additional body kits & qualitative body repair jobs
- Managed vehicle repairs within specific timelines exceeding performance KPI’s that include: Improvement in customer information updates, Maintaining quality standard repairs, Customer experience (after sales) and Monthly target achievements
- Strengthened & maintained communication skills through regular interactions with others via outbound calls & regular quality checks
- Skilled at working independently and collaboratively in team environment.
Education
MBA - Business Excellence
Middlesex University
Dubai 09.2017 - 03.2019
Associates degree - Business Science
American College of Dubai
Dubai, DU 09.2007 - 04.2012
Skills
Business Excellence & Governanceundefined
Accomplishments
- Successful execution of cross-functional channel process developments & alignments specific to TDRA Policies (RRMC 2.1) mandated across EITC during 2021
- Acted in the capacity of an Advisor to several EITC Core Process Consultations such as PLM (Product Lifecycle Management) Framework, TDRA Billing Annual Audits, State Audit Institution & Internal Control Audits for both Channels & Commercial departments
- Developed an Audit- Business Control Framework in 2018 with a relevant policy, and process flow- defining clear instructions on handling audit observations raised against Commercial business departments which was received very well by the Senior Management & is still in execution as of today
- Successful execution of Project Quality + 2012: cleaned up the existing Commercial Sales Repository & migrated it to ARIS as per ISO9001 standards’
- As a result, out of the 560 processes in the sales process repository, 287 processes were categorized under du store, applying first level of waste elimination resulted in 190 process which were further condensed down to 22 Core Sales processes drafted for du store sales & service
- Additionally, there was a saving of 4.8 Million via process elimination methodology
- Successful implementation of Enterprise Order Tracker Tool and transformations for Indirect Sales in du telecom which lead to an improved and qualitative operational structure with reduction of manual steps/waste which are measurable & can be tracked
- Achieved annual revenue target of AED 5 million for two consecutive years in Al Tayer Motors (actual target- 3.5 million)
Additional Information
- Awarded the winning team at the 1st position across the du company in the GCC challenge: Every step counts in 2014 & 2015 consecutively Participation in the Standard Chartered Marathon held in January 2015 (consecutively since 2011) Performed the du Sky Dive @ Sky Dive Dubai as a part of Employee Engagement initiative, 2014 Member of du Sales Support Employee Committee, 2012
Interests
Music & Spiritual Science
Quote
I think that only daring speculation can lead us further and not accumulation of facts.
Albert Einstein
Timeline
MBA - Business Excellence
Middlesex University
09.2017 - 03.2019
Manager- Process & Automation Management
du telecom
05.2012 - Current
Bodyshop Advisor
Al Tayer Motors LLC
12.2007 - 01.2010
Associates degree - Business Science
American College of Dubai
09.2007 - 04.2012
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