Brijesh Solanki

• Accountable for managing 12 Processes for Global Service Operations and Customer Care
• Responsible for revenue generation for Cummins Inc by providing support for sales of Cummins Digital Products for North America and APAC regions
• Coordinate with NA stake holders to drive various automations and RPA initiatives across all the project
• Deliver performance through impactful Dashboards and Data analytics
• Collaborated effectively with cross-functional teams on various projects/initiatives aimed at enhancing organizational performance results.
• Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
• Managed a diverse team of ~100 professionals, fostering a positive work environment and high employee satisfaction.
• Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
• Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
• Championed continuous improvement initiatives that enhanced operational performance across all departments.
• Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
• Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.

Client Management:

• Transitioned multiple Projects and responsible for managing a span of 400+ FTEs for AUS and NZ geography
• Led Quality Framework deployment for a remote transition at South Africa Location for a US Stake holder
• Manage end to end operational delivery, owner of process governance and compliance for a New Zealand based client (Property and Casualty). Recommended, established and implemented new procedures
• Identified processes for improvement and set up new procedures and employees training to streamline process
• Collaborate with Senior Management to accurately forecast and report on Operations status and Customer Service improvements
• Organize Business reviews with clients to understand the business performance/trends and deploy improvements within processes

People Management:

• Responsible for Resource Management, Capacity forecasting, improvement of versatility across multiple LOBs
• Responsible for performance management for 8 Operations Managers and 20+ frontline leaders, provide support with succession planning and performance management of their respective
  teams
• Encourage transparency in the ways of working and focus on employee retention
• Responsible for appraisals and performance evaluation of 400+ FTEs across multiple processes
  

Process Management:

• Delivery management of operational metrics such as TAT, Quality, process improvement etc. and implementation of process controls to minimize risk
• Manage Change and Process Improvements to develop consistency across Executive Customer Relations to improve Customer Experience
• Responsible for designing and managing efficient performance management such as monthly Incentive schemes, Reward and Recognition etc.
• Implement various process improvement initiatives to streamline review process and reduce operational SLA
• Responsible for Capacity forecast and Manpower planning across multiple operations proactively and for smooth functioning of operations
• Responsible for collaborating with support teams for smooth functioning of Operations
  

• Joined in Dec'05 as an Associate, got promoted to SME, TL/AM, DM & GM during the overall tenure of 10.5 years with WNS
• Responsible for managing an Accounts Receivable process of 150FTEs for a leading UK Insurance Company
• Responsible for managing relationship E2E for ~3500 brokers and ~12000 agencies, with a monthly collectable of ~£100mn
• Manage Account receivable activities such as Bank Reconciliation, Account reconciliations for the Operations
• Review ageing report and ensure poor performing intermediaries are identified and acted upon on timely manner to ensure the teams consistently deliver on agreed SLA
• Capacity Planning, billing and hiring for the process effectively for smooth functioning of operations by reviewing attrition and succession pipeline
• Conduct periodic reviews on quality framework and compliance audits and ensure that all the teams are compliant with internal and external regulations and procedures
• Conduct periodic performance appraisals for Team Managers, skip sessions with the team members and
  preparing/implementing action plan on the team feedback
• Enhanced team productivity by implementing efficient workflow processes and prioritizing tasks.

• Implemented feedback-driven improvements for an enhanced overall customer experience.
• Reduced customer complaints with proactive issue identification and resolution strategies.
• Provided expert advice on products/services that align with individual client requirements to drive optimal outcomes for both parties.
• Collaborated with cross-functional teams to address complex customer concerns and provide comprehensive solutions.