MAGNUM GROUP

We are pleased to introduce Magnum Group as foremost professional consultants and contractors for providing:-

BPO (Inbound and Outbound) - QRC, Up-selling & Tele-Verification

Operation and Maintenance

Utility Management

Security Services

To telecom companies, Industrial Units & other Business Organizations. Headquartered in Bhopal(MP) Magnum group commenced its operations in 1993.

Currently we are providing O&M, Security, Diesel filling services to majorly all telecom giants like Vodafone India Ltd., Idea Cellular Ltd. , BPO partnership with Reliance BPO, & Multinational industrial units like ACC Ltd., HEG Ltd., Mandleshwar Thermal Power plant, Crompton Greaves Ltd. etc.

Syed Adil Husain CEO In a career spanning over 12 years, Syed Adil has worked with the multinational agencies and the corporate sectors. He is carrying credentials like of Telecom Giant Bharti Airtel , Reliance ,Coca Cola and held series of senior positions. Played a significant role in long-term planning, including an initiative geared toward Business excellence. Oversee overall financial management, planning, systems and controls. Development of individual program budgets. Capt. Prithvi Raj Rishi

(Managing Director) Master Mariner 16 Years Exp in Merchant Navy (Mercantile Marine) & 18+ Years experience in Business Operations. Specialties in Business Strategy, Lead and Manage Businesses, Quality Assurance and Quality Improvement Implementation Teams for improving overall Business Excellence, Customer Satisfaction and Operational Efficiency of ITES/BPO/Service industry, whose interests are cross sectional and varied, requiring multifaceted expertise and capabilities.

P . Vaibhav Naidu (Executive Assistant to CMD) Over 10+ years of Experience in Business Operation and Administration. Worked with multi-national like Reliance Industries Ltd. And CAIRN Energy India PTY Ltd. Key responsibilities during tenure was planning , scheduling ,monitoring and estimating milestones on each phase of development life cycle. Expertise in analyzing market trends to provide critical business inputs to CMD for business development initiative and strategy formulation. Responsible for evaluation of project in terms of time and expenditure incurred by company to ensure ROI after go live.

MAGNUM GROUP: The Think-tank

Puneet Sharma (IT Head) 16+ Years of Experience Software/IT/ITES Industry. Experienced in Business Development in IT and BPO Industries. Operation and Delivery Management, People and Program Management. Planning, Implementing and Executing Strategic IT initiatives. Client Relationship . Experienced in Vendor and third party Management. Heading the IT team for AIIMS Bhopal, setting up the IT department. Associated with ITSC, Innovative Scheduling Inc, USA as Strategy and Organizational Development Consultant.

MAGNUM GROUP : The Think-Tank

Naushad Alam (DGM-Operations-Site Head) Insightful experience of with 9 yrs in the areas of Operations Management, Process Management, Team Management, Customer Service, VAS Sales & Outsourcing / Off shoring Industry. Proficient at leading teams for running successful process operations, exp. of developing procedures, service standards for business excellence. Proven track record of managing Processes & streamlining workflow. Naushad is responsible for operational excellence across all the business functions . Naushad joined us from Spanco BPO Ltd where he was Senior Manager Operations. He has worked for Bharti Airtel, Spice BPO and Orion Dialog.

Savita Alphonso Bhatia (Head : Human Resource) A competent professional with rich 15 years of experience in Leading Corporate Houses of the country like Bharti Airtel Ltd.Max New York Life Insurance, Pantaloons, Alcatel and Easy-Call Communications, Experience includes job responsibilities in area of Customer Service Operations, Business Management & Delivery, Leading Large Direct & Indirect Teams, General Office Administration & Control, Channel Management, Training & People Development. As a person very high on Adaptability, Collaboration, Self drive, Initiatives, Creativity in job & Lateral thinking. Responsible for the overall HR Domain to create Wow for internal and external customers by timely & efficient recruitment, enhancing productivity of team by driving inputs measures on Quality & Employee Engagement.

Achal Singh

Achal has a rich experience of 15 years in Sales & Marketing/Operations in India and Africa across Telecommunications, FMCG and Cement businesses. He has worked with companies like Essar Telecom Pvt. Ltd.– Kenya, Etisalat DB Telecommunications Ltd., Bharti Airtel Ltd. and Coco-Cola. His last assignment was as a Director with Essar Telekom Pvt. Ltd. in Kenya. He has in dept knowledge of S&D, Marketing & Business Operations Management and has worked across functions. He is an inspirational person and leader and possesses immense knowledge and is excellent with people management and business management skills with analytical bent of mind and has very strong strategic thinking. He carries foresighted vision, execution excellence, communication, integration, adaptability and creating value out of every buck spent.

Om A Singh

Om is a Black Belt and Master Practitioner of NLP. For more than 7 years, he has worked with individuals to help them achieve incredible results using Neuro Linguistic Programming and Coaching Programs. He works within business, providing consultancy, coaching and also personal breakthrough sessions to promote change at a deep unconscious level. He is committed to helping his delegates create the results that they want. Om has over 20 Years of Working experience with The Taj Group of Hotels and in Bharti Airtel in various verticals of Sales, Marketing, Customer service, HR, Retail, Quality & Knowledge Management. His area of specialization is building customer centric business by continually re-engineering Process, leading to customer delight and an engaged work force.

MAGNUM GROUP

Positive Attitude

•Organization with highest level of commitment and client satisfaction with a positive approach.

Customer Centric

•Customer Satisfaction-Happy customer is the reason for flourishing in the business and consistently meeting I-SAT targets in all LOBs

Employee Satisfaction

•We provide Friendly and Positive environment to our Employees to improve employee satisfaction which results in low attrition and shrinkage control

Manpower

•“Manpower” our biggest asset. Magnum strongly believes in investing in the right kind of people.

•TOP management with complete expertise from varied exposure.

•Well defined hiring structure to ensure required manpower in place

Security Level

•Our robust IT infra structure ensures high security level for customer database and client details , giving comfort to our clients on data base handling

Technology & Infrastructure

•We are using the latest technology for a smooth functioning of operations.

•Required Backups in place.

•Centrally located in Bhopal(Prime Location)

Gujarat TVP process went live

Mumbai TVP process went live

MH & Goa TVP Process went live

MP&CG Started catering calls for TVP Process

Post Paid Customer Care started for BHR & JH

Jharkhand Prepaid Customer care went live with 30 K calls / Day

Started Bihar Pre paid customer care with 35K Calls / Day

2 Lac 14 K Calls / Day

1 Lac 88 K Calls / Day

1 Lac 67 K Calls / Day

1 L 50 K call / Day

67 K calls / Day

65 K calls

35 K Calls / Day

RTL Dealer Desk - MP&CG

RTL P&G Prepaid & Postpaid - MP&CG

RTL NBS Prepaid & Postpaid - MP&CG

CDMA Prepaid & Postpaid - MP&CG

Prepaid PCO - Non South

Prospect - MP

RDTV – Mumbai, MH & Gujarat

Outbound – MH, Mumbai, Gujarat & MP

Reliance Cement

• Conducting Weekly wise documented review at all level to ensure positive movement of performance.

• To Drive our numbers we run our special program MAGNUM MONEY

• Monthly department wise Reward and recognition to motivate top performers.

• Setting up daily target and doing hourly follow ups to track movement of numbers.

• Shift briefing and deep briefing to ensure communications from partner are rightly cascaded.

• Identification of bottom performing people so that vigil eye and supportive hand is provided to them in next month.

• Open for feedback at all level so that we have better ESAT

• Inter departmental movement at all level so that we have overall development of our employee.

•Apart from providing world class customer support service for QRC and Tele-verification we ensure that their products are most highly used in the market and ensuring financial benefit to our clients with the USP of selling right product to right customers.

Upselling : The process is being driven CSR with the concept of value for money of the customer wise so that we achieve our target with ease and it also enhance upsell skill of our CSRs.

Internal SR Desk has been created to ensure that our customers concern reaches the right backend team. This team checks the complaints that are generated by our CSRs before it reaches the backend team of vendor. Benefits: •Earliest resolution to our customers

•Reducing expense on backend that is being bared by vendors

•Internal feed back to the CSRs by the SR team

Our Life is encompassed by W E C A R E & believe in TTE and these three words define our commitment to both our Internal and External customer.

Work

Enjoyment

Creativity

Appreciation

Respect for People

Empathy & Enthusiasm.

E

Entrepreneurship

T

Trust

T

Transparency

Hiring

•Employee Referrals

•Manpower Consultants

•Lateral hires from Industry

•Job portals and Advertising.

•Walk In interviews.

•Campus Recruitment Drives

•Social Media

•IJP – For support Team.

Retention

•Attractive Growth Path.

•IJPs

•Ongoing Skip Meetings.

• Employee Engagement activities.

•Reward and recognition for per forming employees.

•Salary Help desk.

•Fast Track promotions.

•Team Outings.

Compensation and Benefits

•Best compensation in the BPO sector.

•Twice a Year review cycle.

•Ample incentive schemes.

•EPF, ESI and other mandatory benefits.

•RNP.

•Reimbursement of expenses.

• Overtime, Foods, Transportation .

•Leaves & Holidays.

•Guest House Facility.

•Tie up with Hostels & PGs.

Training & Development

•Pre-Hiring training.

•Identify Training needs & Plan a training module.

•Inter department movement .

Selection Strategy

•First round: Early assessment on communications, job fit, education

•Second round: Test round, assessment, analytical skills, typing, speed, tech skills

•Third round: Offer letter generation post submission of required documents

HR Solutions

•Strategic HRM

•Job Evaluation

•HR Audit & Systems Review

•Competency Mapping

•PMS

•New Employee Orientation & Induction

•Policy Refresher Sessions.

•Soon we are coming with own ERP System.

“Learning is a Circle which has no end!”

• Installation of Desktops, Servers and Network Devices.

• Maintains of all deployed desktops, servers and Network devices

• Provide the 24*7 supports for all IT related issue in the center

• Manage the IT Stock for all devices and keep the BAU as 5% of all deployed systems.

• Keep the inventory of all deployed, Stock and faulty assets.

• Keep the monitoring of all critical devices like servers and L2,L3 switches and firewalls

• Monthly prepared the bandwidth utilization reports for data and voice.

• Keep the inventory of all deployed headsets and provide the service for installing.

• Resolved the day to day issue within the defined time.

• Analysis the internal tickets on daily basis.

Magnum Tech team is responsible for below Tasks:

Identification of data: We have a documented approach to identify and collect the data used as part of business operations or support.

Assessment of its criticality: Data is assessed for its risk and criticality is measured

Classification of data: Documented approach exists for classification and sign off of the assessed data.

Documented process to handle the critical data: Controls are identified and implemented to securely handle the data.

Data security awareness: Periodic awareness sessions are conducted to employees to understand the need of data security, their roles and responsibilities and approach we follow for data security.

Audits conducted by internal audit department and information security management system team.

Audits conducted by client audit team to ensure compliance as per the client requirements

Agents are not allowed to carry pen and paper while working

Electronic Devices such as mobile phones,

PDA etc are not be allowed on the production floor

Random Audits to ensure security policies are followed

Disciplinary action for the non compliance

Limited, applicable application access required as per operations

Mandatory profiles to ensure any stored data will be automatically erased after temporary use

No local storage provided, all data are stored at central storage

Regular audits of the central storage server

USB Ports, floppy drives and CD drives are restricted

Restricted access to internet, sites will be allowed only if it is a process requirement

Continuous monitoring of web traffic and disciplinary actions taken for violations

Agents should be given organization email facility only when required

No mails can be sent outside the organization from the given mail facility

Internet Access Security

Email Security

24*7 monitoring of all security infrastructure.

Dedicated team and infra to perform security monitoring.

Products like McAfee EPO, ISS/CISCO Network and host intrusion detection system etc are used for monitoring.

Monitoring

Regular awareness program are conducted on data protection and its legality.

Awareness of information security through class room sessions, intranet sessions, posters, mailers etc.

Awareness Programs

Work Stations

•Total Seats - 405

Production Floor

•Agent Desk - 265

Training •Training Desk - 90

Support Staff

•Support Desk - 50

• Subsidized Housing

• Subsidized Food (24x 7)

• Transport facility for Winter & Monsoon

• Free Parking

• Dedicated HT Connection

• Shrinkage Control in festive Season by providing Pick & Drop facility, Stay

• Facilitating Ops & HR in organizing Recreational Activities

Our Presence

HEAD OFFICE Kalaniketan-1, Vaishali Nagar

Kotra-Sultanabad Bhopal-462003

Phone: 0755-2671977, 4245963 Fax: 0755-2671787

www.magnumgroup.co.in

Contact Person

Syed Adil Hussain

E-Mail-syed.adil@magnumgroup.co.in

M-+91 9713063623

BRANCH OFFICE MAGNUM MSD (I) Pvt Ltd,

S-16 2nd floor Zone -1 M.P Nagar, Bhopal-462011(M.P)

Phone: 0755-2571514,2550825 Fax:0755-2571500

www.magnumgroup.co.in

Contact Person

Naushad alam

E-Mail- naushad.alam@magnumgroup.co.in

M-+91 9098332211

Mumbai Branch: Magnum Group , Islam Building, 1st Floor, Room No. 11, 46, Veer Nariman Road, Opp. Akbar Ali Fort, Mumbai -400001 (Maharashtra).