Summary
Overview
Work History
Education
Skills
Projects
Notable Accomplishments
Certifications And Skills
Languages
Personal Information
Timeline
AccountManager

ANUJ BAJAJ

Hyderabad

Summary

Strategic Leader with over 14 years of career success in Business Operations and Development, Human Resource Management and US Healthcare Revenue Cycle Management, Claim adjudication, Regulatory states Surveys. Proven capabilities to enhance production process operations;, optimizing resource & capacity utilization, escalating operational efficiencies while curtailing costs & expenses. Experienced in managing various activities like demand planning, forecasting, demand fulfillment, and inventory management. Known for augmenting growth, generating new business, and devising & executing business plans by leveraging a comprehensive understanding of the dynamics of the industry. Sharp negotiator and problem-solver, and offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.

Overview

14
14
years of professional experience

Work History

Account Manager

Sutherland Global Service
01.2023 - Current
  • I am responsible for leading a team of 120 individuals and managing the annual regulatory state surveys for California.
  • Assisting in the development of training materials for new hires, ensuring smooth onboarding process.
  • Experience in managing highly complex projects and being able to adapt to a fast-paced dynamic environment with tight deadlines.
  • Improving client satisfaction by developing strong relationships with them and addressing their needs promptly.
  • Evaluating client needs and developed tailored solutions to increase positive customer ratings.
  • Collaboration with the sales team to identify potential upsell opportunities and expand the client base.
  • Maintaining high client retention by anticipating needs and providing exceptional service.
  • Solving problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
  • Managing a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Developing customized account plans for clients to help them achieve their business goals.
  • Analytical skills to track and report on account performance metrics, providing insights for future growth opportunities and threats.

Group Manager - Operations

WNS
11.2020 - 01.2023
  • Leading a team of 300 people, managing claim processing End to End
  • Responsible for driving team productivity, quality, meeting monthly cash goals and other SLA's for the clients
  • Responsible for new business transition with the process (Sucessessfully completed three transitions within 20 months)
  • Ensure delivery is predictable and consistent with achieving growth and customer satisfaction
  • Proactive Capacity Utilization to ensure staffing is to maintained within the required range and compliance/Audit focus to ensure No escalations/surprises from the business
  • Meet/exceed client expectations, deliver relevant and compelling solutions, and delight our clients with superior quality service in every come across
  • Drive all efficiency metrics to minimize leakage (Agent Utilization, Agent Occupancy, Attendance %, Break %, Billable HC, Actual HC, Required HC)
  • Create a management system with ongoing performance feedback that drives high performance, and enables effective execution and results specially focused on bottom quartile management
  • Drive Early warning system (EWS) accuracy (Monthly) and ensure that it depicts the accurate
  • Quick Resolution of People issues and collaborate with HR and other functions to drive ESAT
  • Supporting the overall operations management and corporate decision-making to ensure the organization maximizes its short, medium, and long-term profitability.

City Head

Zomato Media Pvt. Ltd.
07.2018 - 11.2020
  • Managing and leading end-to-end city business and P&L for Zomato 02 (Online Ordering) business planning, strategizing, and executing operations to meet and exceed targets
  • Supporting the overall operations management and corporate decision-making to ensure the organization maximizes its short, medium, and long-term profitability and shareholder returns
  • Defining channel marketing strategy, including the development of channel marketing activities in accordance with overall business goals and objectives
  • Developing, reviewing, and reporting on the business development division's strategy, ensuring the strategic objectives are well understood and executed by the team
  • Restructuring operations and introducing important measures to bring in profitability which include the establishment of new local offices, strategic partner alliances for business processes, and team re-organization
  • Acquiring new merchants for business generation by educating them about Online Business and its product categories
  • Assessing overall supply chain to design innovative solutions, reducing operational costs and improved delivery times while maintaining high service levels
  • Developing a long-term logistics strategy for key markets based on a business model that incorporates supply chain initiatives
  • Supervising complete recruitment life-cycle for sourcing the best talent from diverse sources after identification of manpower requirements
  • Managing end-to-end recruitment life cycle and ensuring adherence to the process with involvement in vendor management, rate negotiation & finalization, and monitoring of vendor performance
  • Collaborating with business leaders to understand the strategy, talent needs, and potential roles for the near future; getting the hike budget approved and implementing the salary revision cycle for India as per the release of yearly compensation policy
  • Designing & implementing holistic HR strategy to meet short-term & long-term business challenges with a focus on key areas such as talent & leadership, culture & values, engagement & connect, productivity and cost
  • Generating & analyzing the periodic recruitment reports for assisting the decision-making at the stakeholder level
  • Planning & conducting employee engagements & development programs; ensuring prompt resolution of employee grievances & maintaining cordial employee relations
  • Assisting in preparing the appraisal budget and implementation of increments and other remuneration policies
  • Coordinating with the line manager for conducting the annual performance appraisal meeting.

Assistant Manager-Operations

Concentrix Daksh
10.2016 - 07.2018

HR Business Partner and Specialist

Express KCS
10.2015 - 10.2016

Lead Analyst-RCM

Concentrix Daksh
03.2010 - 07.2015

Education

MBA - Business Operations

Bharati Vidyapeeth Deemed University
Pune
07.2022

B.Com. -

Shobhit University
Delhi
01.2013

Skills

  • Business Operations & Development
  • Account oversight
  • Strategic Planning & Leadership
  • Vendor Management/Negotiation
  • Procurement/Contract Management
  • Cost & Process Improvements Management
  • Client Relationship Management
  • Human Resource Management
  • Liaison & Coordination

Projects

Zomato Cost Improvement, Completed the project on P&L; where we as the team successfully saved 1.15 Cr. on deployment correct methodology such as discounting, deployment, Minimum Guarantee, etc. 

WNS - Productivity Tracker Development (VBA), Implemented real-time activity tracking system for productions and break hours, efficiency tracking system (Tapp), and centralized reporting system with the help of Power BI. Resulted in fixed hours leakage, 10 FTE released from process to different accounts, and improved customer satisfaction.

Notable Accomplishments

  • Achieved A2 Grade rating in WNS Year (2021-22)
  • Top Rated Employee with Zomato
  • Secured 80% cost saving on recruitments with the help of referral policy in 8 Months
  • Delivered success by implementing the referral policy in Express KCS, Gurgaon
  • Adjudged as a Top Recruiter with Concentrix Daksh, Gurgaon

Certifications And Skills

  • Lean Six Sigma BB certified
  • Knowledge of Macros and VBA

Languages

English
Hindi

Personal Information

Date of Birth: 11/13/89

Timeline

Account Manager

Sutherland Global Service
01.2023 - Current

Group Manager - Operations

WNS
11.2020 - 01.2023

City Head

Zomato Media Pvt. Ltd.
07.2018 - 11.2020

Assistant Manager-Operations

Concentrix Daksh
10.2016 - 07.2018

HR Business Partner and Specialist

Express KCS
10.2015 - 10.2016

Lead Analyst-RCM

Concentrix Daksh
03.2010 - 07.2015

MBA - Business Operations

Bharati Vidyapeeth Deemed University

B.Com. -

Shobhit University
ANUJ BAJAJ