Hi, I’m
SYED MOHAMMED AZHAR ABBAS NAQVI
Travel Hospitality And Liesure- Quality Assurance - Brand Protection -Risk Advisory- Brand Health-CX Evaluations
Hyderabad
Summary
Experienced professional with over 17 years of team management and business operations expertise. Skilled in hotel operations, divestiture, and business transitions. Successful track record of building teams, including 12 years at Deloitte and 5 years in the hotel industry. Specializes in CX evaluation, brand risk and reputation, and brand health. Proactive leader dedicated to optimizing customer experience and enhancing brand reputation.
Overview
17
years of professional experience
4
years of post-secondary education
1
Certificate
Work History
Ecolab (Ecosure) -The Brand Protection Division of EcolabHyderabad
India Operations Support Lead
06.2023 - Current
Job overview
- Successfully managed complete operations of th India team, overseeing group of 35 talented professionals in delivering exceptional services to global clients.
- Led data transition and processes from Deloitte to Ecolab during divestiture, ensuring seamless and efficient transfer of information while maintaining data integrity and security.
- Spearheaded recruitment process, including sourcing, interviewing, and onboarding, resulting in hiring of highly skilled and motivated staff members who contributed significantly to team's productivity and growth.
- Strategically deployed staff across accounts based on their expertise and capabilities, optimizing resource utilization, and enhancing overall team performance.
- Proactively addressed employee issues and grievances, fostering positive and supportive work environment that promoted high employee morale and retention.
- Expertly managed process transitions, streamlining workflows and implementing best practices, resulting in improved efficiency and customer satisfaction.
- Skillfully managed compensation and performance evaluation processes, ensuring fair and equitable reward systems while motivating employees to achieve their best performance.
- Oversaw deployment of Quality Assurance auditors across global accounts, ensuring adherence to quality standards and enhancing service delivery.
- Successfully managed multiple clients, effectively balancing competing priorities, and ensuring high levels of client satisfaction through regular communication and understanding their unique requirements.
- Acted as liaison between India team and leadership, providing valuable insights on growth plans, revenue projections, and suggesting strategies to achieve organizational objectives.
- Collaborated closely with global account managers, gaining thorough understanding of client needs and expectations, and aligning team resources to deliver tailored solutions.
- Monitored and managed client hours of professionals, optimizing project allocation and resource planning to maximize productivity and profitability.
Deloitte Risk & Financial Advisory India (Offices of the U.S.)HYDERABAD
Practice Leader Brand Operations Services
02.2017 - 06.2023
Job overview
- Led expansion of BOS team from 3 professionals to 35 professionals in 18 months through strategic workforce planning.
- Increased monthly Quality Assurance Audits from 195 to 910 within 6 months.
- Efficiently managed transition of five accounts/processes from US to India as India lead for BOS business operations.
- Conducted over 1200 virtual quality assurance audits for Marriott Hotels worldwide.
- Oversaw team supporting 16+ accounts, managing workload of over 63,000 client hours annually.
- Doubled business revenue from $506,013 to $1,160,654 within year.
- Achieved significant year-over-year growth with 56% revenue increase, 65% client service hours increase, and 56% headcount growth in BOS business.
- Managed day-to-day operations of 35+ employee BOS team, ensuring project and audit completion.
- Acted as practice leader, influencing change and building trust with stakeholders.
- Ensured best-in-class services, meeting service level agreements, and improving service delivery while maintaining stakeholder relationships.
- Identified and matched talent to projects, fostering internal promotion and account successes.
- Executed strategic talent management for efficient resource utilization.
- Maintained strong relationships with stakeholders through regular communication.
- Ensured project delivery according to service levels and identified improvement opportunities.
- Resolved escalations, led team briefings, and presented service delivery improvement recommendations.
- Collaborated with multiple clients on transitions and process improvements.
Deloitte Consulting IndiaHYDERABAD
Assistant Manager – Office of R.M.P
01.2011 - 02.2017
Job overview
- Duties encompassed supervising initiatives in corporate citizenship, employee engagement, and events. Managed strategic initiatives and events across U.S. India offices, including large-scale internal and external projects, with budget of $700,000
The Park Hotel HyderabadHYDERABAD
Food & Beverage Operations Manager
09.2009 - 01.2011
Job overview
- Responsible for ensuring profitability and revenue maximization of 7 F&B outlets in India's first Gold Certified Green Hotel with 350 rooms during its pre-opening and launch. Offered personalized, accurate, and prompt service to guests, and consistently improved and innovated products and services to attract more customers and maintain repeat business
Taj Hotels Resorts and Palaces Hyderabad.HYDERABAD
Guest Service Supervisor
06.2006 - 08.2009
Job overview
- Oversaw seamless operation of outlet and coordinated special promotional events. Maintained relationships with beverage companies, advertising, and event management agencies, and created and managed internal processes to support these activities. Led team of 8 employees
Education
CHRIST UNIVERSITY, BENGALURU
BACHELOROF HOTEL MANAGEMENT from Hotel Management
06.2002 - 04.2006
Skills
QUALITY ASSURANCE
Certification
PRINCE2® Foundation Certificate in Project Management
Timeline
India Operations Support Lead
Ecolab (Ecosure) -The Brand Protection Division of Ecolab
06.2023 - Current
PRINCE2® Foundation Certificate in Project Management
10-2020
Practice Leader Brand Operations Services
Deloitte Risk & Financial Advisory India (Offices of the U.S.)
02.2017 - 06.2023
Assistant Manager – Office of R.M.P
Deloitte Consulting India
01.2011 - 02.2017
Food & Beverage Operations Manager
The Park Hotel Hyderabad
09.2009 - 01.2011
Guest Service Supervisor
Taj Hotels Resorts and Palaces Hyderabad.
06.2006 - 08.2009
CHRIST UNIVERSITY
BACHELOROF HOTEL MANAGEMENT from Hotel Management
06.2002 - 04.2006
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