---
title: "Amir Aziz Ahmedi - Program Manager - Process Excellence in Greater Kolkata Area | Tal"
description: "Meet Amir Aziz Ahmedi, Enterprise Change & Process Excellence Leader | 23+ Years Experience | Automation Strategy | Lean Six Sigma Black Belt | Product Management | Customer Experience | Business Transformation based in Greater Kolkata Area. AI stack includes gemini, grok, and n8n."
image: "https://tal.club/meet/amir-aziz-ahmedi/share-image"
---

# Amir Aziz Ahmedi on Tal

## Headline

Enterprise Change & Process Excellence Leader \| 23\+ Years Experience \| Automation Strategy \| Lean Six Sigma Black Belt \| Product Management \| Customer Experience \| Business Transformation

## About

With 23 years of experience across Enterprise Digital Transformation, Process Excellence, Business Transformation, Product Lifecycle Management, Quality Management, AI Enablement, Intelligent Automation, and Strategic Consulting, I have built my career around improving business performance through data\-driven decision\-making, governance, automation, and continuous improvement\. My experience spans Operations Management, Program Governance, PMO Leadership, Service Delivery, Customer Experience, Compliance Management, Process Mining, Lean Six Sigma, and Advanced Analytics\. Currently, as Program Manager \- Process Excellence at Cognizant, I lead initiatives focused on Digital Transformation, Business Process Reengineering, Quality Management, Risk Management, Automation Strategy, GenAI, LLM applications, Workflow Automation, and Data Analytics\. I work with teams comprising Transformation Specialists, Data Scientists, Developers, Business Analysts, Lean Six Sigma professionals, and Quality experts to improve operational effectiveness and deliver measurable business value\. Throughout my journey across top organizations, I have led programs covering Product Lifecycle Management, Service Delivery, Operational Excellence, Market Analysis, Workforce Optimization, Customer Experience, and Cost Management\. I enjoy applying technology, analytics, and quality methodologies to address business challenges, improve efficiency, and support sustainable growth\. Significant Key Achievements ✔️ Achieved 40% support volume diversion through an LLM\-powered chatbot solution ✔️ Automated reporting across 84 parameters using SQL\-based workflows ✔️ Reduced rework from 58% to 6% through Smart Drive platform implementation ✔️ Improved Intent Accuracy to 94% ✔️ Increased productivity from 6\.5 hours to 8\.5 hours ✔️ Delivered $1\.8M cost avoidance and built a $3M transformation pipeline Awards & Certifications ➤ Recognized among IBM's Top 1% Performers ➤ Manager's Choice Award – Future Visionary \(2019\) ➤ Manager's Choice Award – People Leadership Excellence \(2015\) ➤ IBM Certified Data Scientist – Level 1 ➤ Six Sigma Black Belt ➤ Masters in Data Science Core Skills Digital Transformation 🔹 Process Excellence 🔹 Product Lifecycle Management 🔹 AI & GenAI Solutions 🔹 Program Governance 🔹 Process Mining 🔹 Data Analytics 🔹 Quality Management I welcome connections with professionals and organizations focused on Digital Transformation, Process Excellence, AI, Automation, Product Management, Operational Excellence, and Business Improvement initiatives\.

## Location

Greater Kolkata Area

## AI stack

gemini

grok

n8n

notebooklm

ChatGPT

Microsoft Copilot

## Work experience

Program Manager \- Process Excellence at Cognizant, Nov 2022 \- Present · 3 yrs 11 mos, Hyderabad, In my capacity as the Program Manager – Process Excellence, I am leading enterprise\-wide initiatives focused on Digital Transformation, Process Excellence, Quality Management, Compliance, Automation, Advanced Analytics, AI, GenAI, and Business Process Reengineering\. My role involves driving operational improvement programs, governance frameworks, workflow modernization, and value realization initiatives for large\-scale Autonomous Vehicle operations\. ✔️ Built an LLM\-powered chatbot using enterprise knowledge bases, achieving 40% support volume diversion from specialists\. ✔️ Partnered to develop the workforce optimization platform, enabling skill\-based allocation and improved resource utilization\. ✔️ Orchestrated the creation of an Automation solution covering 84 reporting parameters through SQL\-driven automated reporting workflows\. ✔️ Reduced rework from 58% to 6% through Smart Drive platform implementation and workflow improvements\. ✔️ Improved Intent Accuracy to 94% through process redesign, automation deployment, and operational governance initiatives\. ✔️ Delivered $1\.8M cost avoidance while building a $3M pipeline of improvement opportunities\. Process Excellence, GenAI, Business Process Reengineering, Program Governance, Data Analytics

Manager Operations > Senior Manager Operations at IBM India Pvt\. ltd, Aug 2012 \- Nov 2022 · 10 yrs 4 mos, During my tenure at IBM India Pvt\. Ltd\., I was responsible for Product Lifecycle Management, Product Governance, Service Delivery, Capacity Planning, Cost Management, Market Analysis, Customer Experience, and operational strategy for IBM Storage products supporting the North American market\. ✔️ Managed end\-to\-end Product Lifecycle Management activities from product introduction through end\-of\-life phases\. ✔️ Earned recognition among IBM's Top 1% Performers and moved into strategic product leadership assignments\. ✔️ Delivered $2\.25M in savings through enterprise process improvement and operational efficiency programs\. ✔️ Led a $3\.75M cost takeout initiative supporting IBM Storage and System Z portfolios\. ✔️ Executed automation and business improvement programs generating approximately $2\.8M return on investment\. ✔️ Supported major operational excellence programs across global delivery environments and product organizations\. Product Lifecycle Management, Product Governance, Service Delivery, Market Analysis, Cost Optimization

Deputy Manager\-Operations at IBM India Pvt\. ltd, Dec 2010 \- Jul 2012 · 1 yr 8 mos, Kolkata, While serving as Deputy Manager – Operations, my main objective was to oversee service delivery operations, workforce planning, performance management, customer experience, quality governance, and operational performance\. I supported business objectives through structured execution, reporting frameworks, and continuous improvement programs\. ✔️ Led service delivery operations while maintaining SLA commitments, quality benchmarks, and customer satisfaction goals\. ✔️ Managed workforce planning, performance management, capability development, and resource utilization activities\. ✔️ Designed operational dashboards and reporting frameworks supporting informed business decision\-making\. ✔️ Directed customer experience programs, escalation management, process documentation, and quality governance activities\. Service Delivery Management, Workforce Planning, Quality Management, Customer Experience, Operational Excellence

Assistant Manager at IBM India Pvt\. ltd, Dec 2007 \- Nov 2010 · 3 yrs, Greater Kolkata Area, As part of my time with IBM India Pvt\. Ltd\., I focused on daily operations management, service delivery, team performance, customer satisfaction, quality controls, employee development, and operational improvement initiatives supporting business objectives\. ✔️ Managed day\-to\-day service delivery activities across customer\-facing operational environments\. ✔️ Established SLA frameworks, quality controls, and customer satisfaction measurement mechanisms\. ✔️ Led coaching, training, and employee development initiatives supporting team performance improvement\. ✔️ Executed operational review programs and quality enhancement initiatives across assigned functions\. Operations Management, Service Delivery, Quality Control, Team Development, Customer Satisfaction

Team Leader\-Operations at HCL Technologies Limited BPO Services, Jan 2007 \- Dec 2007 · 1 yr, At HCL Technologies, I had the opportunity to lead operations for British Telecom's Project Gold, supporting transition activities, operational readiness, service delivery, productivity improvement, quality performance, and customer experience objectives\. ✔️ Led operational activities supporting British Telecom's strategic Project Gold broadband services program\. ✔️ Selected from a pool of 75 Team Leaders for participation in the Project Gold initiative\. ✔️ Supported transition, stabilization, productivity improvement, and operational readiness programs\. Operations Leadership, Service Delivery, Team Management, Customer Experience, Process Improvement

Process Leader at GENPACT, Nov 2005 \- Dec 2006 · 1 yr 2 mos, While working at Genpact, I focused on technical support operations for Dell, overseeing service quality, issue resolution, productivity management, customer satisfaction, coaching, and continuous improvement activities\. ✔️ Led technical support operations while maintaining quality, productivity, and customer satisfaction objectives\. ✔️ Delivered the Repeat Dispatch Rate Reduction project for the Dell process environment\. ✔️ Received Best of Breed recognition for three consecutive quarters based on operational performance\. Technical Support Operations, Service Quality, Customer Support, Coaching, Continuous Improvement

Technical Support Associate at Wipro BPO, Aug 2003 \- Aug 2005 · 2 yrs 1 mo, Throughout my experience at Wipro BPO, I played a key role in providing technical support for Microsoft Windows XP and Dell desktop products while handling escalations, complex issue resolution, customer support, and service quality requirements\. ✔️ Supported Microsoft Windows XP Home and Professional product users through technical troubleshooting activities\. ✔️ Maintained performance targets across AHT, CSAT, FTR, RDR, productivity, attendance, and schedule adherence\. ✔️ Resolved escalated technical issues while supporting service quality and customer satisfaction objectives\. Technical Support, Customer Service, Troubleshooting, Escalation Management, Service Quality

## Education

Academic & Professional Certifications

BA, English, Calcutta University

[View the original profile](https://tal.club/meet/amir-aziz-ahmedi)

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