Experience

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  Narayan Bhargava Group

  • Mumbai, Maharashtra, India

  • Assistant General Manager

    • Apr 2023 - Present
    • Mumbai, Maharashtra, India

    - Working for Group Company – Narayan Bhargava Group and handling business acquisition for BPO, BGV, Recruitment Staffing, My Branch (Managed space & Shared Space), Contact Centre, Sales Operations, Business Strategy, Operations Management.Team Management• Led the Insurance (Motor Insurance) project.• Managed Real Estate (Lead Generation and Retail), Lead Generation ProjectsDriving Sales & Revenue• To achieve top-line and bottom-line revenue expectations through strategic process management.• Collaborated with internal and external stakeholders to drive business growth.Contact Centre Operations and New Business Acquisition• Establish and manage the Contact Centre to facilitate new business acquisition.• Oversee Contact Centre operations and client management.Operations Management• Handling escalations and day-to-day operations to ensure smooth workflow.• Maintaining strong client relationships and managed client interactions.• Securing new business opportunities and ensured seamless operational execution.Reporting and Financial Management• Reporting to the Director on P&L, new project scope, and costing.• Focusing on customer satisfaction and solution designing to meet client needs.Operational Excellence• Managed pilot processes until they stabilized and grew, implementing effective strategies.• Achieve operational excellence by managing client audits and billing processes.• Ensuring adherence to SLAs, managed client issues, and to provide timely resolutions.

• 

  Amii Infotech

  • Navi Mumbai, Maharashtra, India

  • Head - Sales and Operations

    • Mar 2022 - Apr 2023
    • Navi Mumbai, Maharashtra, India

    Accountabilities:-Managed Future Generali (Motor and Health Insurance), selling policies and end to end life cycle management of the customer, start from onboarding to payment collection and policy issuance.-Managed Hello Zindagi (Motor, Health and Life Insurance), selling policies and end to end life cycle management of the customer, start from onboarding to payment collection and policy issuance.-Managed Automobile Project (Skoda, Bajaj, Mahindra, Honda, Porsche, Audi, Nissan).-Driving Sales & Revenue, top-line and bottom-line Revenue expectations, and Process Management with internal & external stakeholders.-Set up the Contact Centre and New Business Acquisition-Managing Contact Centre Operations and handled escalations and Day to Day Operations.-Client relationship and interactions.-Getting new business and ensure business runs smoothly operationally.-Reporting to Chairman for P&L, New Project Scope, & Costing.-Set up the infrastructure, hiring new resources, training them as per client’s KPIs.--Team Management-Customer Satisfaction, Solution Designing-Operation Excellence, Managing Client Audits, Client Billing-Managing SLA, Managing Client Issues, escalation and resolutions.

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  Profinet Business Solutions

  • Mumbai, Maharashtra, India

  • Business Head

    • Feb 2020 - Mar 2022
    • Mumbai, Maharashtra, India

    New Business Acquisition, Operations Management, Data Management, Call Center Management.Background Verification PAN IndiaProject ManagementHelped in Setting up New Center with New Business Acquisition.Transition and Migration of New Business, Business Strategy, IT Set up basis on the Requirements, Operational Strategy and Planning with Execution.BPO services, Corporate Training, Background Verification Solutions, Customer Care Management, IT solutions, Courier Management and Document Collections.

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  Viztar International

  • Operations Manager

    • Dec 2018 - Jan 2020

    Team Management:• Managed Future Generali Insurance (Health Insurance) and cross sale for Capital First (Consumer Loans).• Managed Future Generali Insurance (Motor and Life Insurance).• Managed TCS – HDFC Life (Policy) PAN India project with overall team strength of 220 with 72 locations.• Managed Real Estate projects like Rajesh Life Spaces, Xanadu, Blox, Adhiraj Constructions.• Other projects handled: Forbes India Magazine, Dun & Bradstreet, Sodexo, McXtra (Emergency Services), Data Building Activity JMD Skoda, Pathshala (Education), Rajesh Life Spaces, Adhiraj Constructions, Xanadu Real Estate.Accountabilities:• Joined as Team Lead, promoted to AM, DM, and OM IN 6 years.Management and Operations• Managed Domestic BPO Process with a team of 350+ resources.• Provided client servicing for new business acquisition and customer retention.• Translated client requirements into project deliverables.Client Relations and Project Management• Maintained high levels of customer satisfaction through solution designing and operational excellence.• Managed client audits, client billing, and ensured adherence to SLAs.• Addressed and resolved client issues and escalations efficiently.Large-Scale Team Management• Led a team of 350+ members, overseeing PAN India operations for banking processes including central scrutiny, document management, and client servicing.• Successfully transitioned and migrated end-to-end projects for TCS-HDFC, including documentation, IT setup, operational requirements, and strategic team-level execution.• Set up and managed projects along with PAN India operations through strategic planning, implementation, and execution.Pilot Processes and Strategic Growth• Managed pilot processes until they stabilized and grew, implementing effective strategies.• Received rewards and recognition from clients for exceptional service delivery.Key Achievements• Successfully handled and stabilized large-scale operations and projects.

  • Deputy Manager Operations

    • Jul 2017 - Nov 2018

  • Assistant Manager

    • Jun 2015 - Jun 2017

  • Team Leader

    • Jun 2013 - Jun 2015

    • Understand client expectations and incorporate required changes into processes. • Assist the Operations Head in ensuring that SLA deliverables are met. • Handle complaints and service requests from clients. • Monitor daily agent productivity, quality, attrition, and absenteeism. • Coordinate and facilitate call calibration sessions for agents. • Determine developmental needs of agents and arrange suitable training program to enhance their operational efficiency. • Drive numbers for lead generation and event campaigns. • Client calls and reviews. • Client liaison, Business Development, Getting new clients and business for the company. • Delegation to team managers and monitoring them. • Helping and mentoring teams in resolving process related problems. • Assist in the implementation of technology required / provided by clients. • Host training sessions for new account specifications, client requirements, software and other updates. • Conduct random quality & operational audits to ensure SLA adherence.

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  Freelance

  • Professional Consultant

    • Jul 2010 - Jun 2013

• 

  Value Process India Ltd.

  • QUALITY CONTROLLER

    • Nov 2009 - Jun 2010

    Auditing, day to day reports to immediate manager, giving feedbacks, software related queries.Provides timely feedback to senior management regarding performance.Use resources to optimum level for achieving targets and productivity.Supervise and coach team on a weekly basis.

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  Medusind Solutions India Pvt. Ltd.

  • Quality & Operations

    • Dec 2005 - Sep 2009

    My responsibilities included sending day to day work reports to Manager, to interact with US client on weekly basis, making new useful strategies, making whole day reports, maintaining Daily File Information Sheets, Sending mails, and giving new people training about the client specifications, software, etc., supervising the shifts, making Productivity Tools for whole month and sending all data to AVP at the end of the month, monitoring and meeting targets on a day-to-day and on monthly basis. Work on process improvements to improve efficiency. Ensure Service levels are met by the team. Grooming and mentoring the team for the next level. Motivate, guide, coach and improve team’s performance. Work on areas of improvement of team in coordination with my seniors.

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  SourceMT India (P) Ltd

  • QUALITY ASSURANCE

    • Jul 2004 - Dec 2005

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  Xanadutec India (P) Ltd

  • SENIOR EDITOR

    • Nov 2003 - Jul 2004

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  R Square Infosystems

  • MEDICAL TRANSCRIPTIONIST

    • May 2001 - Nov 2003