Lailesh Ostwal

As a Sr. business consultant, I have been leading and working on different assignments in business process re-engineering to achieve Operational Efficiency & strategic Cost optimisation. It also involved identifying customer pain points and providing strategic & operational improvement recommendations with road map for implementation across People, Process and IT. Coordinated for with Management, Business and IT departments for business process lead IT transformation to improve customer experience.

As a Sr. Strategy Consultant, I have worked extensively on CRM Strategy engaging with assessment of current business landscape and front office capabilities to define future processes, addressing all existing gaps and alignment with organization’s CRM strategy. Also consulted, KPI improvement of customer facing processes for leading communication operator’s call centre in India. Executed Requirement analysis of multiple customer facing application and coordinated with IT and Business stakeholders.

CRM Business Analyst: Executed business analysis work of India's leading communication service provider’s customer facing application portfolio (Self Service/CRM/SMS/Portal). This includes interacting with business users and defining the processes as per the requirements, scoping, co-coordinating with solution and design team for prioritising requirements as per business priority in agile delivery model.

General Management, Business Strategy, Marketing, Principals of Project Management,

Digital Electronics, Power Electronics, Communication Engineering, Information Technology,