BIJU K NAIR
Cochin
Summary
Seasoned Senior Manager with deep understanding of strategic business planning and development. Strengths include strong leadership, effective communication skills, decision making abilities, and problem-solving capabilities. Have consistently delivered results in previous roles by driving operational efficiency, enhancing team productivity, and implementing innovative management strategies.
Overview
21
21
years of professional experience
Work History
Senior Manager-Service Excellence
Grandor FMCG LTD
Dubai
12.2023 - 03.2025
- Managed end-to-end business operations, ensuring alignment with organizational goals and profitability.
- Developed operational frameworks to improve supply chain efficiency, inventory control, and distribution logistics.
- Oversaw cross-functional teams, fostering collaboration to achieve key business objectives.
- Monitored KPIs to evaluate operational processes against industry benchmarks for continuous improvement.
- Spearheaded initiatives for cost optimization and resource allocation to maximize profitability.
- Collaborated with senior leadership on business strategies aligned with market trends and customer demands.
- Ensured compliance with regulatory requirements across all operational activities.
Manager:Risk Management
HYCM DMCC
Dubai
07.2016 - 10.2023
- Conduct comprehensive risk analysis to develop robust mitigation strategies, safeguarding business operations, and enhancing organizational stability.
- Leverage analytical expertise to identify, evaluate, and prioritize risks, facilitating strategic decision-making that reduces negative impact.
- Collaborate with cross-functional teams and stakeholders to align risk management strategies with corporate objectives.
- Employ advanced data analysis tools to extract insights from past incidents, anticipate future threats, and drive informed risk prevention decisions.
- Implement proactive measures for continuous improvement of risk management processes, reinforcing organizational resilience.
Manager - Customer Experience
Gulf Finance Corporation
Abu Dhabi
07.2015 - 02.2016
- Created reports on customer feedback, complaints, and suggestions for management review.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Monitored staff performance to ensure adherence to customer service standards.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
BRANCH MANAGER
DHANLAXMI BANK LTD
Lucknow
07.2012 - 03.2015
- Drove excellence in customer service, leading branch operations to achieve 30% revenue growth.
- Implemented internal control procedures to minimize risk exposure and maximize profitability.
- Implemented strategies that enhanced service efficiency and reduced wait times.
- Managed staff training programs, increasing team performance by 25% within six months.
- Achieved a 20% rise in customer satisfaction through effective leadership practices.
- Monitored financial performance of the branch on a monthly basis.
- Performed regular audits of financial records in order to ensure accuracy.
- Reviewed loan applications to ensure accuracy and compliance with regulations.
Manager-Customer Service & Service Quality
DHANLAXMI BANK LTD
Cochin
08.2011 - 06.2012
- Managed all complaints escalated through RBI, Banking Ombudsman, and similar channels.
- Conducted PAN India complaint analysis for presentation to Board of Directors.
- Prepared root cause analyses for complaints received from branches and communicated findings to stakeholders.
- Oversaw vendor management processes and conducted weekly reviews.
- Ensured accurate and timely analysis of daily, weekly, and monthly reports.
Manager-Phone Banking
DHANLAXMI BANK LTD
07.2010 - 08.2011
- Managed team member development through training and support.
- Drove KPI metrics, enabling the team to achieve goals.
- Ensured all team members received necessary training for task completion.
- Fostered healthy group dynamics to promote collaboration.
- Conducted accurate and timely analysis of daily, weekly, and monthly reports.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Created monthly reports for senior management summarizing operational performance metrics.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
Team Leader
Sutherland Global Services
Cochin
09.2007 - 05.2010
- Monitored service levels in real time and at regular intervals to ensure quality performance.
- Conducted process level and gap analysis to identify improvement opportunities.
- Managed overall performance of 25 customer service representatives, fostering development and mentorship for excellence.
- Ensured timely and accurate analysis of daily, weekly, and monthly reports for operational insights.
- Collaborated with other departments to ensure alignment of goals across teams.
Team Leader
Reliance Infostreams Pvt Ltd
Mumbai
12.2003 - 08.2007
- Oversaw performance of 25 associates, ensuring high service levels and operational efficiency.
- Managed shift operations in absence of Ops Manager, maintaining process continuity.
- Monitored real-time service levels to identify and address performance issues.
- Handled ROTA management to ensure optimal staff scheduling and resource allocation.
- Maintained staff attrition rates by implementing retention strategies.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Ensured compliance with all safety regulations in the workplace.
Education
Bachelor of Commerce -
Nagpur University
Nagpur01.2000
Skills
- Project management
- Business continuity planning
- Process and cost optimization
- Operations management
- Vendor management
- Risk management and compliance
- Leadership
Languages
- ENGLISH
- MALAYALAM
- HINDI
Personal Information
- Date of birth: 11/10/76
- Nationality: Indian
Accomplishments
- Project Management.
- Digital Marketing.
Timeline
Senior Manager-Service Excellence
Grandor FMCG LTD
12.2023 - 03.2025
Manager:Risk Management
HYCM DMCC
07.2016 - 10.2023
Manager - Customer Experience
Gulf Finance Corporation
07.2015 - 02.2016
BRANCH MANAGER
DHANLAXMI BANK LTD
07.2012 - 03.2015
Manager-Customer Service & Service Quality
DHANLAXMI BANK LTD
08.2011 - 06.2012
Manager-Phone Banking
DHANLAXMI BANK LTD
07.2010 - 08.2011
Team Leader
Sutherland Global Services
09.2007 - 05.2010
Team Leader
Reliance Infostreams Pvt Ltd
12.2003 - 08.2007
Bachelor of Commerce -
Nagpur University
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