Bibi Nasiha Belath

Service Delivery Specialist – September 2023 - Present

Client in Life Science Industry

• Manage governance and collaboration meetings for EMEA and specific markets with the client and other stakeholders for a Global client in the life science industry.
• Manage SLAs and KPIs for all scopes. Involved in alignment discussions for these indicators.
• Work with the team to bring process improvements, automation initiatives, and review solution documents to enhance the client's business.
• Manage client feedback and implement preventive and corrective actions.
• Coach supervisors and team members to improve people and process management skills. Help resources in their career development.
• Promote team engagement by organizing activities and conducting one-on-one interviews to understand their mindset.

Service Delivery Senior analyst – June 2018 - August 2023

Client in Life Science industry: (June 2023 – August 2023)

• Managed the descoping of the Order-to-Bill France activity for a global client in the life science industry, ensuring green SLAs and successfully redeploying all resources to other contracts.
• Managed Order-to-Bill activities for the Swiss and Benelux markets, as well as recovery and dispute activities for the French and Benelux markets.

Client in utility industry - Competitor: (December 2020 – May 2023)

• Managed a team of 32 team members (including 3 team leaders) for another French Utility Company (Competitor), focusing on complex billing and claims management. Overseeing the transition of a new project encompassing 4 main processes and 3 low-volume activities.
• Responsibilities included:
  Setting up a new team, planning and monitoring the transition, recruiting resources, designing training plans, reviewing process documentation, establishing checkpoints, conducting knowledge assessments, service rehearsals, readiness evaluations, and stabilization.
  Stakeholder management (onshore team and client), regular operational reviews, reporting and analysis, improvement discussions, and action plan development.

Client in Utility industry: (June 2018 – November 2020)

• Managed the transition and scaling of the core business activity (3 waves involving a total of 30 resources) and the transition of a new scope for contract terminations (8 resources).
• Established a quality team for the primary contract scope and played a key role in implementing operational excellence in collaboration with the Business Transformation Lead.
• Additionally, conducted audits alongside the client's auditor, successfully completing 3 audits autonomously (2 audits of secured sites and 1 GDPR audit).

Service Delivery analyst – March 2015 till May 2018

Client in Utility industry

• Managed a team of 15 members handling complex billing processes for a French Utility Company. Successfully managed the transition of two activities, achieving green indicators. My primary responsibilities included workload planning based on SLAs, conducting quality checks, and preparing weekly reports for the client.

Service Delivery associate – Jan 2011 till February 2015

Client in Retail Industry

• Managed contract administration and sales operations (Order-to-Cash). Responsibilities included booking and activating lease contracts, creating and validating customer orders. Played a key role during the knowledge transfer (Reverse KT) to Accenture Chennai.