Nikhil Pillai
Nagoa
Summary
With 24 years of experience in multiple domains, processes, and technologies, I am an optimist and challenge-seeking process functional expert.
Currently, working as a Global Business Process Analyst for Commercial Operations at Agilent Technologies International Pvt Ltd., a global leader in healthcare industry solutions. In this role, I lead schedule service operations for all regions, working with multiple stakeholders to deliver instrument services for our customers in Pharmaceuticals, Life Sciences and Diagnostic markets.
My technology expertise includes SAP functional knowledge in CRM ECC & BI, Electronic Data Interchange (EDI), and a sound understanding of digital tools and technologies. I have successfully delivered complex solutions through various projects and implementations.
My years of exposure to consumer durables, healthcare solutions and financial services industries has provided process expertise in order management, logistics and execution, marketing, pre-sales, sales, service contracts and service orders, as well as cost accounting.
Beyond my professional life, I am also a gastronomist and a nature enthusiast!
Overview
25
25
years of professional experience
1
1
Certification
Work History
Global BPA, Commercial Ops - Schedule Service
Agilent Technologies International Pvt. Ltd.
01.2022 - Current
- The job role has multiple responsibilities. As the process analyst for schedule services, I work with internal stakeholders like Sales, Customer Operations center, Country Service Schedulers and Field Engineers to ensure schedule services for entitled customers are delivered on time and per contractual obligations.
- Leading Change management, working with all stakeholders and leaderships to sustain the current process, as well as enhance when needed - Successfully implemented 5 new process changes in last 2 years to build new capabilities in the service process, providing efficiency gains as well as customer satisfaction.
- This also requires working with IT solutions and infrastructure teams to ensure capabilities for process support.
- The job requires skill both at working independently and collaboratively in a team environment.
- Additional responsibilities include managing parts requests that are expensed by Field Engineers during service delivery.
IT Operations Lead
Agilent Technologies Int. Pvt. Ltd
07.2018 - 01.2022
- As Operations lead for CRM portfolio, achieved major reduction in monthly backlogs from 20% to less than 15% consistently.
- ZERO P1 issues since Sep 2018 after improvements in process for changes.
- Business and Functional Process
- Engagements with Business leads/Process Owners and functions
- Prioritization >Reviews >Planning for IMs / Requirements
- Defect/Enhancements/RCA/RBE Design and Changes
- Data Analysis / Improvements /Activity planning and Executions
- Support Engagements with IT Partners
- Middleware Reviews / Design and Arch Review /Estimation and Effort. Analysis and review / RCA inputs and reviews /Problem Management identification/ Diagnostics review / Interface reviews and improvements / CFD change management / Batch Job improvements and optimization review, Knowledge Transfers from Solutions.
- Administrative Activities
- SAP CHARMs / Compliance / Escalation Management / Scope Check / Course Corrections / SAP Support / Geographic Coverage Management
- Leadership / Management roles in Initiatives
- Problem Management / Improvement Initiatives / Environment Management / Interface reviews / Business Operations activities support (Sales structure overhaul, M&A/Integration activities)
Founder, TrekinUK
Self Employed Services
11.2016 - 07.2018
- Left corporate job for a short period to pursue personal interest. Founded "TrekinUK" along with Village community in remote Uttarakhand to facilitate adventure activities.
- Discovered lost Trek Route in middle Himalayas leading to famous summit "Chandrashilla" 4200mtrs.
- Carried out research treks into deep Jungles discovering lost temples and landscapes.
- Worked with local groups on Water and Wildlife conservation.
- Trained local enthusiasts in "First Aid and Mountaineering" activities.
- Operationalized trek and homestay activities bringing job opportunities to local villagers. Employed team of four from local villages and handed them operations eventually.
Lead Functional Analyst
Agilent Technologies Int. Pvt. Ltd
09.2007 - 07.2016
- Worked as SAP functional expert and lead various projects and implementations successfully for Agilent.
- Started with SAP BI implementation followed by implementation of SAP CRM Marketing, Sales and Services (Project FORCE and Denali).
- Designed ASPEN Solution, Agilent's after market quote process for Services and implemented it successfully integrating with renewal process.
- Lead implementation of SAP Asset accounting and Project Costing (Project UNO).
- Partner with consulting group and Agilent Business group and prepare blueprint of requirements.
- Help business to prepare functional specifications.
- Work with consultants to prepare work plan, design document.
- Configure required set up in SAP system.
- Build unit test cases and scenarios in system.
- Create technical specifications and work with development team for enhancements and fixes.
- Work with business team for integration testing with other modules and fixes.
- Release and deploy.
- Work with support team for post release support and hand over.
- Other Projects: Project A8 (CFD document),Project Harmony (Marketing Data management) and Sales RBE
Business Process Analyst
KitchenAid Inc
12.2004 - 04.2007
- Reported into Supply Chain Manager, worked closely with Shipping team, Warehouse Floor Operations team, Manufacturing Team to integrate information and gain operational efficiency.
- Achieved significant reduction in annual Shipping penalties through process improvements and data compliance procedures. From optimizing freight load to implementing advance shipment notice process with purchasing stores. Warehouse improvements and efficiency gains through structural set up and use of IT Apps like SAP and EDIFICE.
- Increased Warehouse Operations efficiency by more than 20% through structural shifts and improvements.
- Implemented Industry standard "Ergonomics" measures as part of compliance.
Assistant Manager
Keane India
05.2003 - 12.2004
- Set up EDI objects (translation mapping, application documents, customer profiles, VAN set up) on IBM Websphere data interchange tool and mainframe system as per given functional specifications.
- Translate functional requirements into technical pieces and work along with team to deliver.
- Completed 12 new trade partners set up on EDI covering wide range of messages like 850, 860, 870, 810, 820, 852, 753 and 754.
- Executed SAP integration with EDI application for Order to Ship process.
- Lead Support operations in Whirlpool Corp, managing their EDI channel with stores in US.
- Worked at Whirlpool Corp Headquarters, Benton Harbor, MI alongside Sales team.
Software Engineer
Satyam Computer Services
07.2000 - 05.2003
- Gained Technical Expertise in COBOL, JCL, ASP, SQL, TPF.
- Delivered technical objects in various projects in different domains.
- Created Satyam's E-Recruit model for auto-processing of applications
- Worked on SABRE's Airlines software development platform (TPF, TPFDF)
- Worked for GE Capital Bank, Poland, maintaining and developing their Credit Card Processing on Mainframes.
- Other technical skills in ASP/HTML/SQL/VB.
Education
MBA - Operations Management
Goa Institute of Management
Goa08-2024
Bachelor of Technology - Instrumentation and Control
National Institute of Technology (NIT)
Jalandhar05.2000
Skills
- CRM Services - Expert (SAP)
- Sales & Distribution - Expert (SAP)
- CRM Marketing and Pre-Sales - Expert (SAP)
- Data Analysis - HANA, PowerBI
Accomplishments
- Lead CRM Performance improvement, Business Process monitoring initiatives.
- Successfully completed all Sales territory set up overhauls, twice a year.
- Since July 2016Non profitable Venture: TrekinUK.comDesignation : Founder.
Certification
Leading Teams and People
University of Michigan - June 2024 (Coursera)
Leading Teams - Developing as a Leader
University of Illinois - Dec 2023 (Coursera)
Leadership in 21st Century Organizations
Copenhagen Business School - May 2023 (Coursera)
Strategic Management and Innovation
Copenhagen Business School - Jan 2023 (Coursera)
Accelerate for Experienced Managers
Agilent virtual learning – May 21
Customer Relationship Management Location : IIM Indore – 2013
Executive Program in Management (Marketing & HRM) Indian Institute of Tech. Bombay (SOM) – 2015
SAP Trainings:
CRM Customizing Fundamentals through SAP Virtual platform
SAP CRM Marketing at SAP Newton Square Center, Philadephia
SAP CRM User Interface through SAP Virtual platform
SAP Warehouse management at MicroTek Oakbrook, Chicago, IL
Airlines Software Modules:
Certified TPF and TPFDF (Transaction Processing Facility) at Satyam Technology Center, Bahadurpally, Hyderabad.
Timeline
Global BPA, Commercial Ops - Schedule Service
Agilent Technologies International Pvt. Ltd.
01.2022 - Current
IT Operations Lead
Agilent Technologies Int. Pvt. Ltd
07.2018 - 01.2022
Founder, TrekinUK
Self Employed Services
11.2016 - 07.2018
Lead Functional Analyst
Agilent Technologies Int. Pvt. Ltd
09.2007 - 07.2016
Business Process Analyst
KitchenAid Inc
12.2004 - 04.2007
Assistant Manager
Keane India
05.2003 - 12.2004
Software Engineer
Satyam Computer Services
07.2000 - 05.2003
Leading Teams and People
University of Michigan - June 2024 (Coursera)
Leading Teams - Developing as a Leader
University of Illinois - Dec 2023 (Coursera)
Leadership in 21st Century Organizations
Copenhagen Business School - May 2023 (Coursera)
Strategic Management and Innovation
Copenhagen Business School - Jan 2023 (Coursera)
Accelerate for Experienced Managers
Agilent virtual learning – May 21
Customer Relationship Management Location : IIM Indore – 2013
Executive Program in Management (Marketing & HRM) Indian Institute of Tech. Bombay (SOM) – 2015
SAP Trainings:
CRM Customizing Fundamentals through SAP Virtual platform
SAP CRM Marketing at SAP Newton Square Center, Philadephia
SAP CRM User Interface through SAP Virtual platform
SAP Warehouse management at MicroTek Oakbrook, Chicago, IL
Airlines Software Modules:
Certified TPF and TPFDF (Transaction Processing Facility) at Satyam Technology Center, Bahadurpally, Hyderabad.
MBA - Operations Management
Goa Institute of Management
Bachelor of Technology - Instrumentation and Control
National Institute of Technology (NIT)
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