ZSZuhaib Shakeel
@zuhaibshakeel
Project Manager at MetLife Global Shared Services
Noida, India
Zuhaib Shakeel is an accomplished professional with over 16 years of experience in the ITES industry, specializing in Project Management, Global Transition, and Transformation. He has a proven track record in spearheading business process operations, change management, and strategic initiatives at MetLife Global Shared Services. He is expert in driving operational excellence through business analytics and stakeholder management.
Experience
Assistant Project Manager – Global Transition & Transformation Lead
MetLife GOSC
As Project Manager or PMO on strategic and operational initiative, Managing Transitions, Change Management & Business Development of entire center (1000 headcount). Leads the smooth delivery of the project/program outcomes. Contributes as an effective team member and takes accountability for deliverables. Creates value independently- bringing strong project and change management skills and past client experiences.
Senior Customer service executive - Voice
EXL Services
Supported UK based clients regarding technical troubleshooting & customer care for Orange. Generating and maintaining reports and dashboards.
Associate – Customer Service Voice
Matrix International Cellular Services Ltd
Managed Customer Service and mentoring New Agents.
Team Leader – Business Operations, Analytics & MIS
MetLife GOSC
Managing Strategic Initiatives, Business Analytics and MIS department of entire center. Managing Team of 40 Specialists. Preparing leadership presentations and report-outs. Work with Functional partners for data collation, analysis & clarification.
Team Leader, Operations (Voice, Chat & Email)
FIS
Compiling data from source files and creating Reports on Excel and presenting them in different formats. Managed a group of 15-20 Executives, Sr. Executives & a Lead Operations in a Voice based technical helpdesk process.
Assistant Manager - PMO
MetLife GOSC
As a Project Manager and Program Management Office (PMO) representative, for the day-to-day program management of strategic programs, ensuring operational excellence through the identification, prioritization, and implementation of projects / Programs that meet strategic, tactical, market, and customer demands.
Team Leader Intern, Operations (Voice)
Convergys
Led a team of 50 Associates Team Coach Productions and Team coaches accountable for the TAT and SLA. Delivered expected standards of Client KPI (CSAT & NPS). Successfully transitioned the new Tesco Nutricentre process.
Education
Indian Institute of Management - Lucknow
Excelling in Leadership
Leadership
Allahabad University
Bachelor of Business administration (Hons)
Business Administration
Licenses & Certifications
PRINCE2® Foundation and Practitioner Certification
SAFe® Agilist
Lean Six Sigma Green Belt
Agile Scrum Master Training Certification
Robotics Process Automation by Blue Prism