Webster Raphael

Program Manager- APJ Field Delivery Ops (Hewlett Packard)

46 ans • Bengaluru


• A vibrant & talented professional managing APJ region wide Programs & Projects on Training & Certification, SNPS (Customer Experience), Operational efficiency, Best practice implementation, Cost optimization, Process transformation, etc. for Field Delivery Ops and Contact Centers • Extremely energetic with 11 yrs. expertise in Training & Development with a strong acumen to Training, Quality, Soft skills, Process, IT, BPO, etc. • Sound knowledge and exposure of PMO, Field Ops and Partner Management, Contact Centers and Supply Chain Operations • 8 years of Business Development and Sales & Marketing with a rich experience of Key account management. • Certified Trainer for TMA World London, Beacon Singapore, RL Singapore, Wilson Learning, Tracy Learning, Hewlett Packard, etc. • Certified on PMF | DMAIC | Value Stream Mapping | Statistical Process Control | ICP | Quality | GB & PMP Trained


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Program Manager- APJ Region

11-2013 - Maintenant• Responsible for Value capture savings, Cost optimization, Training & Certification, Ops excellence and Customer experience for both commercial and consumer business in 14 APJ countries. • Engage closely with Country & Program Managers through weekly/ fortnightly review cadence and ensure the best in class TCE and Ops metrics • Responsible for target setting and target adjustments for 14 APJ countries • Drive e2e open cases management at country and partner level to ensure that there is no customer left behind • Work closely with CC, Supply chain and Field delivery to ensure adequate stocks (parts) at repair centers across APJ at all time • Plan, schedule and manage region wide execution of Training & Certification for field technicians and contact center engineers • Manage SNPS and Ops excellence by driving L3 & L4 operational metrics (analyze gaps, flag as necessary, drive CAP • Reduce escalations by identifying improvement areas through analysis of customer surveys & comments and various operational metrics • Lead region wide Cost saving projects, Operations metrics management, Records Management, BCP and Best practice implementation • Determine and bridge the gap between customer expectations, processes and service delivery with cost optimization. • Responsible warranty compliance and re-service metrics. Lead initiatives and programs on parts demanded and consumed across APJ • Understand key wins, best practices and implement programs and initiatives in Field Delivery and CC across the Region

Learning & Development- Supervisor/ Sr. Trainer

01-2010 - 11-2013 Training Delivery • Schedule or conduct Train-the-Trainer programs and ensure Trainer certification for new and existing Trainers on Soft skills, Customer service, Tools and Processes • Ensure training is delivered in the most effective format by managing the training function in terms of content and training delivery through designing and developing (or procuring) training programs (or material) to suit the skill requirement, time availability, and learner’s immediate or future needs • Analyze and identify the various improvement areas & skill requirements in the resources using effective TNA methods and focus on immediate or future needs of individuals and business • Identify top contributors such as people, areas of improvement, top issues, product category, process gaps, delivery gaps etc. • Deliver training and counsel employees on behavior as it demands • Responsible for pre & post training & certification for Field delivery technicians and Contact center engineers • Plan, forecast and prepare monthly training calendars, hiring events, trainer allocation and logistics through event completion • Responsible for publishing training reports with trainer availability, training scores and statuses month on month with the stake holders • Evaluate training effectiveness through post training surveys and implementation checks • Deliver effective training on Employee Behavior, Neutral Accent, English Language, Business culture, Telephone & Email etiquettes, Customer Service, Processes, Tools, etc. Scheduling & Planning • Forecast monthly training plan with the stake holders and publish training calendars • Plan, schedule and manage both New & existing employees’ training • Responsible for schedule adherence of Trainers and Customer Experience Coaches • Schedule Trainer allocation, Publish Training Reports • Responsible for networking with the team, operations and any other divisions on a regular basis indulging in calibration process to ensure that all the Customer Experience Coaches, Trainers, Quality Analysts and Team Mentors are on the same page. Content Development • Identify training needs for a variety of roles such as Engineers, Team Leads, Trainers, etc. • Analyze customer verbatim and customer conditions to understand the gaps in service delivery of the organization • Design training programs based on the various TNAs performed, considering cost and operational constraints • Develop curriculums/ contents based on various immediate and long term business needs/ goals • Implement the newly developed training programs and their core learning objectives through ILT or WBT • Evaluate training effectiveness through post training surveys and implementation checks

Learning & Development Delivery Specialist

11-2008 - 01-2010

Training Delivery Specialist

02-2007 - 11-2008



1999 - 2002 Paris, FranceMarketing

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