DHRUV HAKSER

Email:dhruvhakser@gmail.com| Mobile:+91-9582229883

Certifications

• Six Sigma Black Belt Certified

• Six Sigma Green Belt Certified
• ISO 9001: 2008 Certified

Skills Summary

Skill Set Lean Six Sigma, Project Management, Process Improvement, Process Excellence
Business Analyst, Business Process Mapping

Project Tools Minitab, MS Visio, MS Office,

Professional Summary

• Understand and analyse client requirements and support multiple teams across geographies during transition and
implementation
• Re-engineered processes, increased ROI, reduced TAT through process improvement initiatives

• Undertook 2 BB Projects in Genpact “ Reduction in Inter Agent Variation & Reduction in Bad debts”

• Applied Lean and Six Sigma concepts for existing &new clients and processes thereby resulting in Financial savings
for the organisation

• Performed process assessment for Digital Twin, Robotics Process Automation like Scoping , Mapping using Blue
Prism

• Realized process improvements by applying six sigma tools & techniques in different business processes to enhance
productivity & profitability

• Successfully mentored 11+ Greenbelt Projects

• Experience of conducting workshops and trainings on Lean and Six Sigma principles

• Expertise in creating Process maps, Value stream maps & Up Stream-Downstream process flows

Key Projects Undertaken

Genpact- Manager- (Digital Process Innovation Services), Hyderabad, June 2018-till present

Project Name: Reduction in Inter Agent Variation & Reduction in Bad debts

Key Tasks:

• Did AS-IS study of the process along with VSM & Fishbone inorder to identified Kaizens/Potential Causes which
the team is facing in their day to day task

• Deep drive in the process to come up with Action Plans/Recommendations for the issues

• Lean methodology adopted &recommendations given with regards to people, process and technology

• Worked with cross-functional and cross-geographic stakeholders in order to meet the customer’s expectations

• Coordinated with internal MS Access team to drive some Macro Based Solution
Key Deliverables:

• Increased the production of Bottom Level performer to Medium Level

• Reduce the Bad debt by increasing the efficiency in the process

• Increased the Agent Productivity by 25% and decrease the co-efficient of variation by 2.5%

• Reduce the Bad debt by 5% on overall sales and 30% year -on- year improvemt

Apollo Munich Health Insurance Associate Manager- (Business Excellence), Gurgaon, May 2017-June 2018

Project Name: Reduction in TAT for Policy Issuance- Retail Business

Key Tasks:

• Developed Project Charter and robust business case for the process improvement initiatives in the project

• Did AS-IS study of the process and identified waste along the value stream

• Undertook initiatives for elimination or reduction of non-value adds

• Lean methodology adopted &recommendations given with regards to people, process and technology

• Worked with cross-functional and cross-geographic stakeholders in order to meet the customer’s expectations

• Coordinated with IT and operations on the implementation of the solution

• Drove business transformations through innovation and automation

Key Deliverables:

• Streamlined processes and decreased downstream movement of cases

• Pro-active communication touch points identified and established to inform customer at every stage of Policy
issuance

• Introduced IT solutions at various levels of customer journey for faster processing

• Reduction of turnaround time for multiple sub-processes from days to real-time

• 50% reduction in overall TAT for policy issuance of non-standard cases

G4S Corporate Services Assistant Manager- (Business Excellence), Gurgaon, September 2015 – May 2017

1. Reduction in Un-allocated Cash (Offsite –EMEA Region)

Client A Leading Security Service Provider

Project Objective Identify the gaps in process and to provide better Client Service
Function Finance & Accounts, Cash Applications
Key Tasks and Deliverables Lean methodology adopted to eliminate waste& suggest
improvements with regards to people, process and technology

2. Green Belt Six Sigma Project

Client Leading Security Service Provider

Project Objective Reduction in Un-allocated Cash for EMEA customers
Function Finance & Accounts and Complete Order to cash Cycle.
Key Tasks and Deliverables Collaborated with respective Stakeholders, Order Processing as well as
Billing Team to ensure that the correct customer’s information has been
updated in database, thereby eliminating the errors and minimising the
un-allocated cash to $34,000 through reactive approach.

IBM India Private Limited (Quality Analyst) , Gurgaon October 2012 – September 2015

1. Responded to and resolved customer issues regarding billing disputes

2. Responsible for facilitating learning and training to new employees by creating and updating process map as
well as Standard Operating Procedures

3. Responsible for identifying opportunities with in the process for further improvement with the help of seven tools

4. Generate daily/weekly aging reports in a timely manner

5.Responsible for updating the team regarding any process updates

6. Responsible for identifying opportunities within process for improvement

Academic Projects Undertaken:

Research Project on “A study of investment decision making” under the guidance of Dr. Sunil Parmar, Professor
Economics, Jammu University

Education Details

Qualification Institute / Organization Board / University Year

MBA
(Marketing/Finance) Jammu University, Jammu Jammu University - Pursuing

B.Com Jammu University, Jammu Jammu University 2010

Professional Achievements / Extra Curricular Activities

• Received ‘Pat on the Back’ and ‘Bravo’ Awards for 2 successive quarters for showcasing exceptional
performance at IBM
• Awarded with PBC rating 1 in the year 2013 for delivering exceptional Client Service in IBM

• Completed Six SigmaGreen Yellow Project and generated nearby $40,000 for the organization

Dhruv Hakser