Rajneet Jawandha
Service Delivery Head
Mohali
Summary
Dedicated Industry professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
Work History
Service Delivery Lead
Concentrix
5 2023 - Current
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Managing a Headcount of 150 agents with an additional 100 Ramp.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Built and managed processes for tracking and monitoring department performance.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Identified opportunities for growth by staying abreast of industry trends and emerging technologies in the field of service delivery management.
- Served as the primary point of contact for clients, addressing concerns promptly and professionally.
- Analyzed performance metrics to identify areas for improvement and implement corrective actions.
Senior Operations Manager
Taskus
02.2022 - 03.2023
- Provide management and oversight to all aspects of the Business
- Performance, Client and People Management) for multiple accounts
- Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
- Established robust performance metrics to track progress against objectives regularly and adjust strategies as needed for success.
- Total span of control of over 400 FTE's across different projects.
- Lead and grow the projects and Vertical's as the
- Project lead for various programs
- Provide direction and development, formulate and implement policies and strategies for the expansion while working with the client on developing and managing the projects
- Overcome complex business challenges and make high stake decisions using experience backed judgment, strong work ethic and irreproachable integrity
- Excellence and Process Improvement / Best practices
- High focus on implementation and development of Artificial Intelligence (AI) projects
- Presenting regular Business Revenue to the clients and internal stakeholders
- Procured contracting arrangements with sub-contractors and service providers.
Service Delivery Head Site Lead
Teleperformance
04.2019 - 02.2022
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Promoted a culture of continuous learning by offering professional development opportunities to team members regularly.
- Acted as a liaison between clients, stakeholders, and internal teams throughout the entirety of each project, ensuring clear communication at all stages.
- Established strong relationships with clients, leading to repeat business and increased referrals.
- Improved site efficiency by implementing streamlined processes and procedures.
- Collaborated with other Site Leads to share best practices and improve overall company performance.
- Worked with personnel and managers to meet strict timelines.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Managed a Team of 1500 FTE's along with another 2 Senior Managers.
Senior Manager
Teleperformance
10.2018 - 04.2019
- Working with the management to drive various departments on the required metrics
- Developing short- and long-term performance goals for the team
- Execution of multiple projects within tight deadlines
- Managed large-scale projects and introduced new systems and processes to achieve challenging objectives
- Evaluated hiring, ramp down, and promotions requests
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements
- Implemented and developed operational standards, policies and procedures
- Developed proposals and presentations for internal and external audiences
- Recommended and implemented successful strategies to maximize revenue
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
Assistant Manager
Wipro Ltd
09.2017 - 10.2018
- Increased employee performance and job satisfaction to strengthen retention and engagement
- Developed strategy to increase sales and drive profits
- Set aggressive targets for employees to drive company success and strengthen motivation
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Trained personnel in sales strategies and enforced participation in exercises focused on developing key skills
- Defined clear targets and objectives and communicated to other team members
- Actively supporting operations for various process improvement ideas in the form of projects
- Training team leads to manage sales drives and coaching feedback mechanism in operations
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Marketing Specialist
Eagle boys Pizza
08.2010 - 02.2014
- Planned marketing initiatives and leveraged referral networks to promote business development.
Education
Bachelor Of Business Administration -
Madurai Kamraj University
03.2000 - 04.2004
Skills
Relationship building
Effective leader
Coaching and mentoring
Staff training/development
Client account
Written Communication
Organization and Time
Engagement and boost performance
Flexible and Adaptable
Timeline
Senior Operations Manager
Taskus
02.2022 - 03.2023
Service Delivery Head Site Lead
Teleperformance
04.2019 - 02.2022
Senior Manager
Teleperformance
10.2018 - 04.2019
Assistant Manager
Wipro Ltd
09.2017 - 10.2018
Marketing Specialist
Eagle boys Pizza
08.2010 - 02.2014
Bachelor Of Business Administration -
Madurai Kamraj University
03.2000 - 04.2004
Service Delivery Lead
Concentrix
5 2023 - Current