Belron® 

Accountable for change management, business readiness & adoption across the Technology & Transformation (T&T) portfolio. Member of T&T Senior Leadership Team.

Head of Global Change & Readiness

Emerge Management Consulting

Delivering real business results using a human-centered approach. Current projects include:
• Global Change Lead across multiple transformation programmes for an international vehicle glass replacement & repair organisation
• Transformation Lead for a large public sector department. Using a data-driven approach to define the change strategy, service model and channel shift approach
• Defining the growth & marketing strategy for multiple SMEs to enhance their brand and generate additional revenue

Director

Accenture

My focus was on major customer experience and business transformation programmes with core roles including:

• Customer Experience Transformation & Cost Reduction Programme - Mobilised a data-driven operational desk function using predictive analytics and machine learning to proactively resolve customer issues and identify £Xm efficiency savings. Established the PMO function, delivering agile governance and commercial management across 120+ resources
• Customer Service Strategy – led the assessment of a global £Xbn contact centre contract, covering multiple customer channels, segments and countries
• GDPR Business Readiness & Change - led all business critical change and readiness activities to drive data compliant behaviour ahead of the imminent EU GDPR deadline

Strategy & Consulting Manager (Comms & Media)

My focus was on major B2B transformation programmes and core roles included:

• B2B Digital Agile Transformation - managed the customer experience team in a digital transformation programme, defining the overall customer experience framework and strategy 
• B2B Sales Transformation (Pegasystems) - led the agile delivery and global rollout of Pegasystems platform across 1000 users. Responsible for managing a team of 30+ resources to deliver all onboarding, support, training and comms. 
• Digital Strategy Design (B2B) - designed the overall customer experience and capability roadmap
• eCommerce International Deployment - led all European market onboarding, readiness and engagement for an eCommerce deployment
• B2B Sales Transformation (Salesforce.com) - designed the overall sales and governance requirements for a global Salesforce.com deployment

Management Consultant (Comms, Media & Technology)

My focus was on a B2B Global Sales Transformation programme (award winning international Salesforce.com deployment) and my core responsibilities spanned the end-to-end delivery lifecycle.

I managed end user training, change, comms and operational readiness activities across multiple releases, ~24 markets and ~20,000 users. I developed a multi-tiered global support model and ticketing tool spanning ~60 agents & led deployment go live activities.

Consulting Analyst (Comms, Media & Technology)

Accepted within a cohort of ~20 interns, my core responsibilities included: market analysis, global pipeline support, process definition and programme risk management

Internship

I Help Transform Businesses with Real Consulting

I spent my entire career as a Management Consultant at a leading global consulting firm. During this time, I helped to successfully transform some of the world's best companies. I led award winning transformations & delivered multi-million pound savings for global leaders including Vodafone, Telefonica, Openreach, BT and Canon.

During 2020 when COVID struck, I decided to take a leap of faith in myself and become an independent consultant. I haven't looked back since.

I now help to transform small, medium and large businesses using my breadth of cross industry expertise alongside my human & wellbeing centred approach.

For large businesses, I deliver the following:
• Business, Digital and Agile Transformation
• Business Change Management & Readiness 
• Programme and Project Management
• Customer Experience and Capability Design
• Data Driven Consulting, Analytics & Insights

For small & medium businesses, I deliver the following:
• Defining a winning business strategy
• Growing sales, marketing & engagement
• Enhancing brand and social media presence
• Improving operational processes & identifying cost reduction opportunities
• Business coaching & mentorship

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Some feedback extracts I received during my career - from client, managers & team members

"Shiv’s an excellent person to work with, a hard worker who is able to switch from task to task seamlessly. He is personable and data focussed and has that rare skillset of knowing the detail yet being a truly innovative and strategic thinker"

"Shiv is an absolutely joy to work with. He has the rare ability of being able to drive tangible client results in a truly human way - an example we should all strive to follow"

"Shiv is calm under pressure which is key in managing teams especially when work needs to be produced under tight deadlines and when there are problems that need to be quickly escalated and solved"

"Shiv has been an exemplary leader and coach - he has had a major contribution to my learning, growth and success. He always has been and continues to be a very forward thinking and innovative leader"

"It’s rare to come across talent like Shiv. I was particularly impressed by Shiv’s ability to handle even the toughest of projects effortlessly and deliver high quality results every time"

"Shiv has such a strong reputation for making a positive impact for his clients and for our business. He's is always a safe and trusted pair of hands, and can always work to help solve some of our client's most challenging endeavours"

Shiv Singh

Vodafone

Drive Digital Transformation initiatives concept to delivery & adoption) of e2e customer life-cycle journey 

Spearhead the design , development and in-life management of automation tools and APPs 

Training internal teams for launch and drive adoption

Deputy General Manager Sales Automation & Digital Transformation

End to End Project Management (Requirement Documentation, Testing, Pilot and Launch). Core responsibility of driving usage of SFA & Digitization
Enablers/Solutions

Identify new avenues to enhance existing features and services in the existing sales system along with introduction of new technologies and automation
implementation for sales force

Assess the efficiency of existing tools, analyse gaps in addressing business dynamics; implement new processes and system enhancements in bridging
the same and also by Mobile APP journey’s
Ensure seamless management of Go-To- Market of all projects, by pre-empting teething drawbacks, defining appropriate resolution matrices and
ensuring the adequate training of all stake holders
Establish robust process on data maintenance, query resolution, quality check measures on analytics to field force and internal teams

Assure decongestion of manual process and implement SOPS on SFA processes leading customer management process on the CRM platform, KPI
measurement, planning, reporting and expensing timelines for all field colleagues

Connect with Sales, Marketing and Commercial teams through training interventions and meetings on feedback and sharing insights

Define scenarios for User Acceptance Testing by leading the design of quality checks for various Technology platforms

Asst General Manager - Sales Automation & Digital Transformation

•	Responsible for enhancing process efficiency and productivity to enable sales teams to meet business revenue objectives 

•	Heading funnel management for all Enterprise business across multiple product lines, ensuring a quality pipeline to reach and maintain a Y-o-Y growth of >20%  for the function 
•	Monitoring sales performance through customer insights, gap analysis & Senior leadership intervention 
•	Enhancement of the Self Service Portal for internal and external customers to ensure customer delight and empowering customers
•	Training and Customer meets to enhance usage of existing tools to enable Service teams to achieve their targets. Y-o-Y >30% increase seen in the usage of the online portal and reduction in the cost to serve the customers

Senior Manager Marketing Operations

•Design, Develop and Implement Automation tools for Enterprise Business nationally and globally

• Led the roll-out of a global sales enablement platform across all 23 markets in India to provide comprehensive view 
• Conceptualized & Implemented a first of its kind, bench-mark setting Enterprise service tool – Vodafone Self Service – A portal developed to empower enterprise customers to manage their accounts with Vodafone 
• Involved in System architecture  design of all Projects that impact the Enterprise impact  to ensure easy transition for both internal & external customers 
• Ensured seamless Go-To- Market of all projects handled, by pre-empting  teething drawbacks, defining appropriate resolution matrices and the ensuring the adequate training of all stake holders.

Manager-Marketing Operations Vodafone Business Services

• Responsible for operationalizing IT enablement tools and Systems for the Enterprise Business Unit nationally
• Led the design of quality checks for various Technology platforms defining scenarios for User Acceptance testing 
• Assessed the efficiency of existing CRM tools, analyzed gaps in addressing business dynamics and implemented new processes and system enhancements in bridging the same
• Owned the digitization of existing automation tools, by defining and rolling out a Mobile App journey of these tools.

Deputy Manager- Enterprise Marketing                        

•	Responsible for reviewing & monitoring Sales Performance nationally of all circles against performance matrix and highlighting deviations to the Central and Circle Sales Team for mid-course correction.
•	Management reporting by collating. assessing and validating data received from regional teams 
•	Ensured building and maintaining the health of the customer base of a New business unit – Vodafone Business Services- by monitoring the quality of acquisition

Assistant Manager , Marketing  Operations - Enterprise 

Reliance Communications

• Directed process re-engineering by streamlining MIS, Root Cause Analysis modules, Exception Reporting for reducing customer Complaints, Market reviews Data analysis, implementation and compliance of Service Delivery Processes
• Guided the Internal customer support system related to process & system issues to adhere to SLAs in query resolution
• Owned the resolution and closure of customer grievances within stated SLAs by ensuring the closure process including customer call backs was adhered to
• Spearheaded the design, implementation and management of Sales Incentive programs  
• Conducted Sales Performance reviews against performance matrices to identify deviations and take corrective actions 
Projects Undertaken: AutoPay, e-Bill

Manager Operations  – Enterprise Wireless Group

Reliance Infocomm Limited

• Co-ordination and management of Inbound & Outbound Call Center including recruitment, training and managing attrition of 40 CSRs for Pilot projects and Cross Sell Campaigns with a view of meeting business aspirations 
• Creation of Campaign SOPs, workflows, scripts, Response & Fulfillment through various touch points
• Handling first level customer escalations.
• Review and monitor CSR performance and initiate mid-course correction/coaching for deviations.
• Inter-department coordination for end-to-end resolutions of customer issues and management of outsourced processes with vendors and Alliance Partners – RIPL, NIS Sparta, Kankei, Caliber etc.
• Conducted pre-campaign MR in the target audience through outcall to validate concepts. 
Campaigns: NRI FWP campaign, FWP cross-sell campaign, Customer Life Cycle Management for HNWI customers

Sr. Officer - Customer Service 

Process Management | Digital Transformation | Sales & Service Transformation | Project Evangelist + Team Building Expert 


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Shiv Singh

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