Brijkant Srivastava
Vadodara
Summary
Operations and data quality leader with 17+ years of experience across BPO operations, international non-voice programs, and customer service delivery. Proven track record of managing multi-shift teams, leading Team Leads, and driving operational excellence across global markets. Experienced in establishing data quality frameworks, SLA governance, KPI management, and performance dashboards to improve productivity and reduce rework. Strong background in cross-regional stakeholder management, workforce planning, and process standardization for scalable operations.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
20
20
years of professional experience
1
1
Certification
3
3
Languages
Work History
Assistant Manager Operations (International)
Borek Solutions Pvt. Ltd.
Vadodara
12.2019 - 02.2026
- Lead multiple international data processing, image analysis, and web research teams delivering projects for global clients.
- Manage Team Leads and operational teams across different shifts ensuring delivery against SLA, quality benchmarks, and productivity targets.
- Drive data quality governance by implementing standardized quality checks, sampling frameworks, and documentation practices.
- Develop operational reporting and dashboards to monitor error rates, productivity trends, and SLA adherence.
- Conduct root cause analysis on quality issues and implement corrective action plans to reduce rework and improve process efficiency. Coordinate with international stakeholders to ensure alignment on quality expectations and smooth operational handoffs.
Assistant Manager Operations
Concentrix India Pvt. Ltd.
Vadodara
06.2017 - 10.2019
- Managed a team of 20+ associates delivering inbound banking customer support services.
- Monitored key operational KPIs including Quality, SLA adherence, Shrinkage, and Attrition.
- Implemented performance management frameworks and coaching plans to improve team productivity and quality metrics.
- Handled escalations and ensured timely resolution while maintaining strong customer experience standards.
Team Leader Operations
Transform Solution Pvt. Ltd.
Surat
12.2014 - 06.2017
- Led a 15-member team delivering international data and research projects.
- Ensured consistent quality standards through process adherence, training, and performance monitoring.
- Supported project planning, documentation, and client communication to maintain delivery timelines.
Team Leader (SBI Process)
Serco BPO
Vadodara
03.2013 - 11.2014
- Directed a 15+ member team in customer service operations.
- Monitored operational KPIs such as Quality, AHT, Efficiency, and Shrinkage.
- Awarded Best Team Leader (Apr 2014) and achieved lowest shrinkage (5.67%) in June 2014.
Team Leader Operations
Aditya Birla Minacs
Vadodara
08.2009 - 03.2013
- Supervised inbound and outbound service and collections teams.
- Maintained SLA compliance and improved service quality through coaching and real-time issue resolution.
- Received multiple Best Team Leader and Best Coach awards (2010–2012).
Associate Relationship Manager
Religare Finvest Ltd.
Vadodara
02.2008 - 08.2009
- Generated revenue through sales of Life Insurance, General Insurance, Mutual Funds, and FDs.
- Trained and guided tele-calling and sales executives on financial products and client handling.
Insurance Service Executive
Bajaj Allianz Life Insurance
Vadodara
07.2006 - 02.2008
- Achieved monthly sales targets through effective client acquisition and retention.
- Delivered customized insurance solutions and ensured excellent post-sales service.
Education
CIC (Certificate in Computing) - Computer And Information Sciences
Indira Gandhi National Open University (IGNOU)
Vadodara2001
Diploma - Computer Applications
APTECH
Vadodara2005
Graduation - Economics and English
Indira Gandhi National Open University (IGNOU)
Vadodara2008
Licentiate in Insurance -
Indian Institute of Insurance
Vadodara2011
SPARK (Team Lead Certification) -
Aditya Birla Minacs
Vadodara2012
Train the Trainer Program -
SBI Card
Gurgaon2017
Skills
Data quality management
Team leadership
SLA, KPI & Performance Management
Workforce planning
Dashboard management
Certification
Train the Trainer
Timeline
Assistant Manager Operations (International)
Borek Solutions Pvt. Ltd.
12.2019 - 02.2026
Train the Trainer
06-2017
Assistant Manager Operations
Concentrix India Pvt. Ltd.
06.2017 - 10.2019
Team Leader Operations
Transform Solution Pvt. Ltd.
12.2014 - 06.2017
Team Leader (SBI Process)
Serco BPO
03.2013 - 11.2014
Team Leader Operations
Aditya Birla Minacs
08.2009 - 03.2013
Associate Relationship Manager
Religare Finvest Ltd.
02.2008 - 08.2009
Insurance Service Executive
Bajaj Allianz Life Insurance
07.2006 - 02.2008
CIC (Certificate in Computing) - Computer And Information Sciences
Indira Gandhi National Open University (IGNOU)
Diploma - Computer Applications
APTECH
Graduation - Economics and English
Indira Gandhi National Open University (IGNOU)
Licentiate in Insurance -
Indian Institute of Insurance
SPARK (Team Lead Certification) -
Aditya Birla Minacs
Train the Trainer Program -
SBI Card