Adarsh Nayak

• A result oriented professional well adept in all aspects of Operations & Delivery Management
• Over 14 years of progressive management experience in CRM-DMS domain with TATA Motors, one of the global leaders in Automotive Industry
• Prudent, disciplined & self-motivated with excellent interpersonal, communication & Organizational skills with proven abilities in Team Management and Customer Relationship Management
• Sufficient experience in areas of Change Management, Stakeholder Management, Project Management and handling various transformational initiatives with large teams across functions within CRM-DMS landscape
• Adroit in ensuring delivery of high quality services to support customer's business needs & achieving continued high customer satisfaction from all operational users for services

CORE COMPETENCIES:
• Development of the Organization's strategic plans to ensure the continued successful growth and profitability of the Organization
• Help drive planning, communicating, implementing and monitoring of business initiatives through a defined process and continuous improvement framework and best practices
• Provide strategic business insight and support on assigned project teams and initiatives including planning and project management support to achieve business goals and objectives
• Provide project support to leadership team around project progress, priority, efficiency and resource allocation and needs
• Provide on-going coaching and talent development through assessment of capabilities and feedback from peers and stake holders
• Assist with development of continuous education skills training programs and work with colleagues to assess their current skills and develop training plans to increase their knowledge and effectiveness
• Participate, develop, distribute and coordinate with process owners in establishing process indicators
• Analyze functional requirements from business and Channel Partner user, and estimate the feasibility/impacts, with support from the IT Vendor
• Review, challenge and approve the solutions and estimations provided by the vendor for new change requests (with support from Senior IT Application Managers)
• Engage with the vendor(s) on a daily basis to monitor the progress of new development activities and defect fixes
• Administer CRM Application Support (Non Technical) activities and act as a single point of contact for any escalations

• Prepare and maintain SOPs for the common incidents/problems that are encountered on the CRM applications
• Analyze existing business processes to identify solutions for improving efficiency and effectiveness with the objective of maximizing customer satisfaction index and business benefits
• Understand Customer needs across a variety of business functions and leverage our internal capabilities to meet these needs to ensure proposal and delivery of optimal solutions
• Monitor and measure the effectiveness of processes to ensure consistent value delivery and support delivery of new capabilities
• Conduct governance and process reviews for ensuring strict adherence to process compliance as per pre-defined guidelines
• Advocate competency building and growth within the team through motivational initiatives of rewards and recognition