1. Israr A.R. Siddique
israr.siddique786@gmail.com, Phone: 08890220000 /9870440045
Seeking assignments in Administration, Operations, Relationship Management and Customer Support, to
effectively utilize my skills and to grow with the organization of repute.
Summary of Skills & Experience
• Over 13 years' experience in Operations, Sales and Marketing in Human Recourses, Consumer Finance, Retail
,Service sector and Banking Sector.
• Experience in conceptualizing and implementing marketing strategies for building new markets and achieving
business targets.
• Proficient in channel management and , Vendor Management, Vendor Development and Administrations
• A good team leader/player with proven ability to build and sustain positive work environment that fosters team
performance.
• Ability to perform under pressure with proven track records.
Areas of Exposure
 HUMAN RESOURCES
Complete knowledge of Human Resource Industry by Handling major existing clients with Manpower of 9000 in staffing
business, insuring smooth running of process, Pay rolling, Recruitments & Compliances to the client's satisfaction.
 MARKETING
Analyzing market trends, competitors' activities and customer feedback; identifying & nurturing new & unexplored
segments of good potential for market expansion.
 OPERATIONS
Organizing promotional programs including advertising campaigns for launching new products and ensuring good
merchandising & brand visibility in the assigned territories.
 RELATIONSHIP MANAGEMENT
Building and maintaining healthy business relations with major corporate clients; providing efficient services to achieve
higher customer satisfaction matrices.
 VENDOR MANAGEMENT
Have effectively handled the PAN India vendors for Vertex for Rajasthan & Maharashtra Locations. Co-ordination with
internal team along with Vendors to close on the best deals which suits the business requirements. Have effectively
introduced several new vendors to the company to increase the Profit Margins by getting the best deals. Across
Rajasthan & Maharashtra all the operational vendors are finalized in my presence along with the management team.
 TEAM MANAGEMENT
Heading and motivating a team of sales personnel to ensure maximum efficiency in sales operations and achieve
revenue norms.
 BUSINESS DEVELOPMENT
Designing and implementing competent strategies for exploring potential business revenues, developing existing
business and meeting pre-determined sales targets.

2. Israr A.R. Siddique
israr.siddique786@gmail.com, Phone: 08890220000 /9870440045
Employment Details
Shell Transource Ltd (ISO 9001:2000) - September, 2002 till 16
th
Sept 2015
Shell Transource is Vendor to outsource country-wide non voice processes Telecom, Aviation and Insurance
sectors services from document acceptance, Scanning, Data Capture, Check Point Verification and Document
retention, Servicing 17 of the Country’s leading banks and NBFCs (Non-banking finance company services).
Experience summary- Joined Shell Transource Ltd (ISO 9001:2000): as customer relationship officer (field staff)
for CPV Process in Oct 2002 the Promoted as Department Head, steadily grown up the ranks and worked as
Assistant Manager till April 2004
Roles and key accountabilities –
Customer relationship officer (field Staff for check point Verification dept) – Oct-2002 to
Sept-2003
•Provided accurate information of the Applicant applied for credit card.
•Doing third party confirmation (TPC) about the applicant to confirm applications loyalty & existence
•Maintaining the Tat of the visit.
Promoted as Central Zone Leader for field Staff – Sep-2003 to Mar-04
•Managed Team of 15 field staff.
•Allocation of the visit area wise.
•Checking the Report to maintain the quality.
•Doing audit visit to avoid discrepancy in report & to find whether the field officer maintains the code
of conduct.
•Maintain the track about the productivity of the field officer.
Promoted as Product leader for Citi Financial operation dept – April-04 to Oct-05
•Interact with Clients in a professional manner for effective service
•Lead, motivate and supervise staff, Training (Tele-callers, data entry operator & supervisor) to
ensure that consistent Quality is maintained according to the clients instructions
•To support the Operational Manager in leading and managing backend & field Staff Operation are
in line with market-leading standards
•Managed team of 45 field staff & 32 back-end office staff
•Taking decision about the report to recommend or non-recommend as per the instruction of bank
•Solving client’s requirement & issues from time to time with minimum escalations.

3. Israr A.R. Siddique
israr.siddique786@gmail.com, Phone: 08890220000 /9870440045
Promoted as Assistant Manager for CPV Operation– Nov-05 to Aug 2008
•Interact with Clients for effective CPV Process.
•Consult the Operational Manager and design the new Method of improving CPV process
•Continuously review and improve existing CPV processes to ensure relevance to the dynamic
business environment to maintain a competitive advantage and retentions of existing clients
•Documentation of the process as well as all the necessary communications exchanged with the
clients as well as company
•Preparing Reports, MIS and Shift duties for the team (back office & field officer)
•Managing/ Hiring/ Hand- Holding the team of 85 field officer and 55 back office staff
 Promoted as Associate Relationship Manager for associates. Aug 2008 – to –Nov 2009.
This role is to provide a single window solution to associates of SHELL TRANSOURCE LTD. The job
profile requires exposure to customer relationship management.
•Work closely with different operations and product heads.
•Ensuring associates satisfaction towards SHELL.
•Understands and records all issues registered by Associates and resolve within stipulated timelines.
•Due diligence of centers on periodic basis.
•Educate and ensure delivery basis the service level agreements with the Associates.
Promoted as Manager Transition & Migration of Airtel Process in Rajasthan &
Maharashtra. Dec 2009 to June 2010.
• Appointment of vendors.
• Setup of branch as per prescribe infrastructure based on volumes.
• Complete understanding of process from clients end.
• Managing, Hiring, Training Teams and Branch Managers of 13 Branches
• Coordinating with Development team for software development as per client’s requirement.
Promoted as Operations Manager for M&G, ROM and Rajasthan for Airtel Process from
July 2010 to till June 2011
•Continues support Clients for effective Process output
•Explain Product Leader and branch Managers to handle difficult and complicated issues,
•Consult the Operational Manager and design the new Method of improving process
•Developing and managing annual budget, staffing, performance management, employee
development and satisfaction, reward and recognition, training and development of a high-
performance Operation team.
•Retaining the clients with better & constant value added services
•Working in Co-ordination with the Management & Clients.

4. Israr A.R. Siddique
israr.siddique786@gmail.com, Phone: 08890220000 /9870440045
•Handling 13 branches.
Promoted as Center Head / Senior Manager Operations, M&G & ROM for Non-Voices
Process (Back-Office Operations) From July 2011 to 16
th
Sept 2015
Role:-
• Accountable for effective Transitions for all movement of accounts within the Outsourcing
Services (projects, programmes or on-going) and for new deals won by the company,. To
work with Delivery Ops teams and other stakeholders like Tools Team, Finance Team and
End Clients to achieve the account objectives and deliverables.
• Hands on transition management experience in Infrastructure management domain. Deals
with clients to managing End to End Transition project.
ShellEX Services PVT LTD - AVP –PAN India- Head Service Delivery (Fulfilment + Back-
Office Business) From 18th Sept 2015 to Till Date
Current Responsibilities:-
• Primary responsibility Operations, Customer Service, Network development and support
Sales in closing sales contracts.
• Coordinate with the executive leadership team to develop tactical plans to improve
operations and enhance customer experience.
• Developing overseeing and managing multiple department budgets ensuring the
achievement of Revenue & Expenses and monitoring direct reports for effective budget
planning.
• Strict compliance of internal and external regulations and procedures.
• Revaluating of business & vendor contracts and analysis effectiveness.
• Conduct periodic performance reviews of the Managers, team leaders and annual appraisals.
Services:-
1. Fulfilment Services
2. Field Services
3. VAS Management
4. Network Services
A details of those is mentioned.
Fulfilment Services
• Document / Cash / Instrument Collection &Verification
• Drop Box Clearance
• Address Verification
• Customer / Credit Verification

5. Israr A.R. Siddique
israr.siddique786@gmail.com, Phone: 08890220000 /9870440045
• Customer Profile Verification
• Dispute Resolution
• Customized E2E Solutions
Field Services
• Background Check & Verification
• E2E Receivables Management
• Dedicated Resource Provisioning & Management
• Claims Management
• Onsite Process Support
• Print mail Solutions
• Customer Acquisition and Retention
• Skip Tracing (Non-Contactable Customers)
VAS Management
• Field Sales Support
• Mailroom Management
• HNI Customer Management
• Gadget Installation and Demonstration
• Customer Satisfaction Surveys
• Discreet Checks
Network Services
• Cash Management Services
• Channel Creation and Monitoring
• Site Identification and Finalization
• Last Mile Fulfilment
• Inwarding Desk Setup
Key Objectives:-
• Lead End-to-End Transition ensuring Client expectations on agreed SLA / Benefits are met
or exceeded.
• Preparation, Maintaining and discussing RFP with Clients.
• Own and Manage the Transition P&L elements of the Account Budget with specific
objectives related to revenue, contribution, margin for Delivery of services to Client.
• On a day to day basis, shape client expectations and manage our most senior client interface.
• Own senior stakeholder relationships within the company regarding transition.
• Managing the Administration and HR requirements of the Client as per the requirement.

6. Israr A.R. Siddique
israr.siddique786@gmail.com, Phone: 08890220000 /9870440045
Key Responsibilities:
Setting Expectations / Customer Relationship Management -
• Maintaining effective and robust client relationships where companies are perceived to add
value (e.g. not dependant upon an individual in the client organization). These to be clearly
documented in Transition plans.
• Representing the needs of the client to ensure that the Transition deliverables from the
outsourcing service lines meets or exceeds the SLAs /project commitments.-
• Ensure Projects undertaken are managed according to project management framework (or
client imposed methodology) and are estimated, approved and reported to Service Line
standards.
• Deliver Transition to client expectations, ‘owning and managing’ the resolution of issues
and driving continuous improvement irrespective of Service Line or Discipline.
• Define, Review the quality and effectiveness of Transition milestones with the client and
liaising with the respective Service Lines to effect any necessary improvements.
Client Escalation Management –
• Specific oversight of response / action to all client complaints and handling of client
escalations with the Delivery / Account Director(s)
• Red Alert Management –
• Manage the Transition through the Red Alert process on a day-to-day basis. Including, but
not limited to, leading strategy/tactics formulation to resolve, overseeing progress reporting,
and client expectation.
Contract Compliance of Client & Vendor –
• To ensure that the Company Service Lines and Delivery Teams understand all the
contractual obligations relating to Transition, monitor to ensure these are met. Where
obligations are unclear or impractical escalate through the Delivery and Account Directors
and deliver resolution driving contract change appropriately.
Commercial Management -
• Ensure the company commercial rules are adhered to (or exceptions appropriately
approved).
• Ensure the Commercial File(s) on the Portal for the client(s) / Vendor specific to the contract
Transition clauses are maintained and current.
Reference ability –
• Maximizing the Transition reference ability of the client, through production of published
case studies and through usage as a live reference for prospective new opportunities

7. Israr A.R. Siddique
israr.siddique786@gmail.com, Phone: 08890220000 /9870440045
Profit & Loss Management -
• Manage Transition elements of the P&L on a monthly basis, with specific objectives related
to revenue, contribution and margin.
• Responsible for contributing to monthly account reports to agreed templates and timescales.
• Ensure new business opportunities information is supplied in line with guidelines provided.
• Hold/attend account review meetings (M-Review) with service lines or other Disciplines as
appropriate.
• New LOB sales / Major Opportunity demand mgt
• Support Delivery and Account Director manage delivery of appropriate new line of business
opportunities.
• Manage negotiation or re-negotiation of contract/CCNs for Transition or parts of contract as
required.
Risk Management -
• Identifying with the service lines any issues and risks, put in place the necessary measures to
ensure that they are managed appropriately. Ensure the Issue and Risk register on the Portal
is maintained.
Stakeholder Management -
• Establish and maintain relationships with Outsourcing Service Lines and other company
disciplines.
• Participate in third party relationships where these are critical to the success of the company
service or where there are third party issues.
 Noteworthy Contributions
• Done process audit of FICC (NBFC) for North India.
• Appointed TIN-FC’s across various states of NSDL.
• Conducted periodic internal audit of TIN_FC’s.
• Migration of tele-com Process in different cities / State.
• Appointment of new vendor for different process as per the requirement of clients.

8. Israr A.R. Siddique
israr.siddique786@gmail.com, Phone: 08890220000 /9870440045
Education
B.COm, 2002
 1
st
Class, B. Com, from University of Mumbai in 2002
Initiatives
• Employee Engagement activities with internal & Clients Associates.
• Active participation in CSR Activity.
• Employee welfare Activities
Personal Details
• Date of Birth : 01st Jun. 1982.
• Marital Status : Married
• Language Known : English, Hindi, Marathi
• Present Address : Vision Wood, Building U-2, Flat No.401, Vision City Complex, NH4 Road, Wadgoan Maval,
Pune-412106.
• Permanent Address: - Room no 10 Bholla Dutta CHS, NSS Road, Ashalfa Village, Ghatkoper (w) Mumbai- 400084.
• Interests : Listening Music and Reading
• References : Available on request.
Declaration
All the above information to true to the best of my knowledge, I stand by every single statement mentioned in this
document. I am taking full responsibility if anything mentioned above found incorrect.
Date:
Place: Mumbai Israr
SIddique