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Received Strategic Leadership Award 2014 by the World HRD Congress for Global Excellence in the field of Performance Management
Currently Looking for roles in Performance Management / Process Management & Re-Engineering to associate myself with an organization
that provides an opportunity to prove my innovative, functional & managerial skill
Location Preference: Mumbai

Competency Matrix Brief Profile

 Certified Balanced Score Card Professional Practitioner with more than 17 years of
experience in Process Re-Engineering related to Balanced Score Card Implementation,
Managerial Skills
Strategy Planning, Project Management, ISO Certifications (9001:2000, 20000, 27001),
 Organisational Transformations
Performance and Process Management (ITIL, ITSM, ISMS) and Process Automation.
 Project Management
 Strategic Planning  In his current role reporting directly to the CEO, Avinash has generated strategic alliances /
 Business Process Consulting
business partners to ensure improved profitability in line with organizational objectives and
 Best Practice implementation
 Continual Process Improvements in sync with organisations technical, operational and resource requirements.
 Org. Performance Improvement
 He has played an exemplary role in accelerating business activities by organizing and
supervising Business Process Improvement initiatives and monitoring the organizations
Functional Skills performance against strategic goals through KPIs and Goal Setting.
 Avinash has been leading from the front for institutionalizing the Balanced Score Card by
 Business Process Improvement
 Strategy Design /Implementation successfully delivering organization wide Performance Management projects; he is
 Operations Management
presently supervising standardization of Process Automation and operational maintenance
 Corporate Communication
 Benchmarking Studies initiatives for Business Improvement.
 Management Reporting
 He is an enterprising leader with a solid record of contributions that involved identification,
 Business Process Automation
 Performance Reporting simplification and re-creation of Quality Process Meta models, establishing new processes,
 KPI & Target Setting streamlining of operations through efficient internal stakeholder management.
 Having received recognition for end-to-end implementation of ITIL Best Practice processes,
designing the Service Management Strategy and organizational certification on ISO
Standards from prestigious clients in Asia and the Gulf region, Avinash was recently
awarded with “Strategic Leadership Award” by WORLD HRD CONGRESS 2014 for Global
Excellence in the field of Performance & Process Management.

Since Nov ’09: Mowasalat, Doha, Qatar as a Strategy and Business Development Manager-Strategy Implementation
 A key member responsible for accelerating business activities by working closely with the CXO’s / Directors and Heads of Business Units.
 Supporting the Executive Management by suggesting Organisational Change Management strategies for operational excellence.
 Improving internal and external communications and monitoring the organisations performance against Strategic goals through
developing objectives, Setting targets and setting KPIs in co-ordination with the Operational and Technical teams.
 Instrumental in Institutionalizing the Balanced Score Card by successfully delivering organisation wide Change Management projects
(Business Process re-engineering , Performance Management , Balanced Score Card )
 Presently supervising standardization of Balanced Score Card and process improvement initiatives for operations.
 Heading institutionalisation of Project Management practices; designed and positioned initiatives based on International Best Practices.
 Coached, facilitated and participated as an internal process consultant to Technical staff, operational staff and Support Business Units (BU)
 Pioneered planning for process training and BSC Awareness in coordination across operational and support business units (BU)
 Launched, renewed and systematised process improvement initiatives based on Capital and Operational Budget requirements, annual
goals and monthly targets.
 Built and updated the Annual Operational Plan; defined the strategic planning process and monitored Implementation of the plan for
achieving company's goals and objectives through KPIs and target setting.
 Performed and reported weekly & monthly management updates on scorecard by anticipating operational Issues, identifying solutions
and highlighting performance trends to avoid controllable problems
 Awarded by the Executive Director for being One of Best Employee twice in a row (2010-11 & 2011-12) for effective process reengineering
and corporate performance management implementation
 Successfully rolled-out organisation wide:
 Balanced Score Card; got awarded for definition, training, implementation and institutionalisation of a BSC performance
management system in the organisation
 Business Process definition project – as a lead Project Manager
 Establishing the Project Management Office (PMO)

May’08-Nov’09: Arowana Consulting, Dubai, UAE as IT Governance Consultant

 Handled the company’s customer base entailing Dubai Aluminium, DU Telecom, Emirates, Etihad Airways and a number of high profile
clientele across UAE

Key Projects Handled as IT Service Specialist:

 Dubai Aluminium (DUBAL) for ISO 20000 readiness and certification using Balanced Score Card.
 Dubai Silicon Oasis (DSO) for ISO 27001 (ISMS) and DU Telecom for IT Service Management and Performance Consulting
 DU Telecom (DU) for ITIL V3 based User Access Management and Call Centre Process Automation and Re-Engineering.

Feb’07-May’08: NIIT Technologies, Mumbai, India as Quality Process Analyst - SEPG

 Supervised the managed services domain for implementation of ITIL/ISMS processes for compliance of ISO20000 and ISO27001 Standards
 Documented and implemented the complete Quality Assurance Program for managed services domain for the client - Data centre
operations for HOLCIM (ACC Cement) at D.A.K.C., Koperkairane

 Involved in Organisational Certification for ISO 27001 & ISO 20000 for Mumbai location in Nov'07 & Dec'07 respectively from BSI India
 Proved successful in end-to-end implementation of ISO 27001 & ISO 20000 Standards; received Certification from BSI India within a
period of 6 months
 Successfully certified for ISO 9001:2000 Surveillance Audit with Zero Non Conformance’s in Oct'07
 Essayed a stellar role in process improvement and development initiatives for HR, Commercial Service Organization and Internal
Communications Organization for Mumbai location since Aug'07

May’04- Feb’07 at Orange Business Services (MSC Delhi, India) as Quality Assurance Analyst Global Network Control, Customer Network
Operations, Gurgaon
Assignment Handled:
 Worked with France Telecom (Equant), Mumbai as a Service Coordinator from May'04-Jul’05

 Worked as an Internal Auditor for the SAS 70 Audits (Agreed upon Procedures Audit Project); conducted Internal Audit based on SAS 70 &
COBIT guidelines with External Auditors (RSM McGladreys Inc. Minneapolis, US)
 Liaised with Field Service Engineers (globally) and ensured speedy & efficient resolution to client’s queries and grievances
 Imparted trainings on:
 Internal tools usage and process implementation
 Soft Skills Training for Network Operations staff including middle management
 Documented and implemented the entire Quality Assurance Program for the Network Operations Centre

 Essayed a key role in initiating the Quality Process and laid the guidelines for quality measures in
Co-ordination with the top Management
 Got promotion as Global Network Management Centre SPOC and received:
 Excellent Achievers Award in 2004
 Excellent Achievers Award for Outstanding Customer Support for 2005-2006


SITEL India Pvt Ltd., Mumbai
Mar’03-Aug’03 Customer Service Professional – America Online
Aug’03-Apr’04 Team Lead - Dell Technical Support
May’99-Feb’03: Emkay Telecom, Mumbai as Manager
May’98-Apr’99: BPL Mobile, Mumbai as Sales Operations Manager


 Recipient of:
 Strategic Leadership Award by World HRD Congress – 22nd Edition for 2013 -14
 Executive Director’s Award - Best Employee for corporate performance management implementation 2011-12
 Executive Director’s Award - Best Employee for effective process reengineering 2010-11
 President's Award by the President of India Shri Shankar Dayal Sharma in 1993-94
 Governor’s Award by the Governor of State of Maharashtra (India) Shri C Subramanian in 1992-93

Kindly find the below annexure for Certifications / Trainings / Personal Details, etc.:

 Certified Balanced Score Card Practitioner through The Palladium Kaplan-Norton Balanced Scorecard
Certified Program
 Certified Balanced Score Card Graduate through The Palladium Kaplan-Norton Balanced Scorecard
Certified Program
 Certificate in Job Analysis, Job Evaluation and Grade Structures from The George Washington University
School of Business in Jan’12
 ISACA Certified COBIT Professional Certification in May’09
 ISMS Implementation Certification based on ISO 27001 in May’09
 ITIL v3 Foundation Certificate in Oct’08
 ISO 20000 / ISO 27001 process implementation Training in November/ Dec’07
 ITIL v2 / Six Sigma Online Internal Training in Oct’06
 Sarbanes Oxley / SAS 70 internal Auditor Training in Nov’05


 Participated in Robert Kaplan Master Class and Practical Workshop (BSC Certification Boot Camp) in Dec’12
 Certified Balanced Score Card Implementation Workshop in Jun’11
 Certified Edward De Bono’s Six Thinking Hats Workshop in Apr’11
 Project Management Online Workshop in Jun’10 - (PMI Membership # 1741578)
 Business Process Management Notations Workshop in Jan’10


 Hardware Technical Professional Training at SITEL India Pvt Ltd., Mumbai in 2004
 Software Application Professional Training at SITEL India Pvt Ltd., Mumbai in 2003
 3 years Computer Training Course from National Institute of Information Technology, N-IIT Mumbai in 1999


 Invited as a Keynote Speaker by WORLD HRD CONGRESS in FEB 2014 for Balanced Scorecard and Leadership
 Associated with Strategy Execution Community in Qatar under the patronage of Dr. David P. Norton
 Delivering presentation and training for INJAZ Qatar, NGO


Date of Birth : 31st July, 1977

Languages Known : English, French (Basic), Arabic (Basic) Hindi, Marathi, Konkani and Gujarati
Marital Status : Married
No of Dependents : 3
Visa Status : Qatar Resident Visa (Open) / B1-B2 U.S Visa
Driving Licence : Available
Nationality : Indian
Passport Details : On demand
Website : ᄃ
LinkedIn profile : ᄃ