Nalini Shinde
Koparkhairane
Summary
Dynamic operations leader with extensive experience at One Point One Solutions, excelling in people management and process enhancement. Proven track record in managing large teams and driving significant improvements in operational efficiency. Skilled in client relationship management and data management, consistently delivering results that exceed business objectives.
Overview
22
22
years of professional experience
Work History
Assistant Vice President
One Point One Solutions limited
09.2024 - Current
- Program managing: Managing diversified portfolio inclusive of Credit Bureau, Mutual Fund, Skin Care, Fantasy Sports, Ayurveda Fertility clinics & Driver on boarding with 400+ headcount
Vice President
Sincetele Info Solutions Pvt. Ltd
11.2022 - 04.2024
- Program managing: Managing diversified portfolio inclusive of BFSI for Sales & Collection calling of TATA Capital - PL, ICICI Bank - Carding & BAJAJ FINSERV – Collection
- Managing 820 + team strength with 3 Operation Managers & 10 Assistant Managers.
- Collaborate closely with Board of Directors and cross-functional teams to define and implement operational strategies for BPO services in the Financial Space.
- Managed workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
- Collecting and analyzing call-center statistics (sales rates, costs, customer service metrics etc.)
Associate Vice President Operations
Athena BPO Pvt. Ltd.
08.2021 - 11.2022
- Program managing: Managing diversified portfolio of TATA Capital, Yes Bank & ICICI Home loan; inclusive IB & OB for BFSI for Sales & Service calling.
- Managing 500 + team strength with 2 Operations Managers & 6 Assistant Managers.
- Managing TATA Capital Sales process for Personal loan (CIBIL, Paisa Bazaar Leads), PL Insta, BL, AL, Insurance, NEU cards (EMI & PL) for existing customer of TATA Capital
- Online Digital journey for Personal loan
- Retention for Business, Auto, Home and Personal Loan
- ICICI home loan – Journey completion of Sanction Amount
- Yes Bank – Customer Value Management - EMI, Express Loan, Quick Loan, Card Limit enhancement, CPP
- Yes Bank – Merchant Customer Value Management: Virtual Activation Management, Virtual Relationship Management, Virtual Sales Management
Deputy General Manager
Insight Customer Call Solutions Ltd.
08.2020 - 08.2021
- Company Overview: (Later acquired by Altruist Technologies Pvt. Ltd.)
- Program managing: Managing diversified portfolio inclusive of IB, OB & Chat for BFSI for Sales & Service calling. Managing 475 team strength and 4 Operation Managers.
- Managing IDFC Sales process for Cross sell loans (PL for TW, SA, CD & Open Market), SME Loan (BL, LAP, UCL- PL, UCL & BT) along with Personal loan top up
- IDFC Adhoc calling & Dealership (IB) calling which includes Survey calling, Verification calling & customer service basically services campaigns
- Responsible for delivering SLAs, Meeting business KPIs – Revenue and PNL also adding value to the business
- Co-ordination & working together with support functions and Clients to ensure Key performance delivery goals of the process
- (Later acquired by Altruist Technologies Pvt. Ltd.)
Sr. Manager –Operation
Hinduja Global Solutions Ltd.
12.2017 - 08.2020
- Company Overview: (Later acquired by Altruist Technologies Pvt. Ltd.)
- Program managing: Managing a unit of Emerging Market Vertical with 250 FTEs including AM and TLs, into a diversified portfolio entails of Banking, NBFCs, Hospital , Patient Care and Diagnostics services.
- Handled Customer Services, Sales, Collection, Lead generation, Appointment Booking & Home collection
- Improved and innovated operational standards and ensured that all policy and procedures are followed at all levels
- Responsible for delivering SLAs, Meeting business KPIs and adding value to the business
- Carrying out resource planning and ongoing initiatives to increase efficiency within customer service and improving operations.
- Ensuring Client satisfaction and value add to key clients
- (Later acquired by Altruist Technologies Pvt. Ltd.)
Operations Manager
Intelenet Global Services
05.2017 - 12.2017
- Programs managed: Managing a portfolio of 1.80 lakh for Shriram Transport Finance Recovery and Reminder calling, 1.60 lakh portfolio for Shriram City Finance, 11 K portfolio for Survey calling, Housing loan and Chits at SVS Pvt. Ltd.
- Kotak Mahindra bank for lead generation process of CASA product with 80 FTEs at EOS
- One Assist for Mobile & Wallet insurance. Home appliance extended warranty with the headcount of 75 FTEs at IGS
- Developing and driving strategies and programs which improve the competitive position and profitability of the organization
- Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments (HR, Training, Quality & WFM)
- Managed client centric operations & ensured client satisfaction by achieving delivery & service quality norms.
Operations Manager
Eureka Outsourcing Solution
11.2016 - 05.2017
- Programs managed: Managing a portfolio of 1.80 lakh for Shriram Transport Finance Recovery and Reminder calling, 1.60 lakh portfolio for Shriram City Finance, 11 K portfolio for Survey calling, Housing loan and Chits at SVS Pvt. Ltd.
- Kotak Mahindra bank for lead generation process of CASA product with 80 FTEs at EOS
- One Assist for Mobile & Wallet insurance. Home appliance extended warranty with the headcount of 75 FTEs at IGS
- Developing and driving strategies and programs which improve the competitive position and profitability of the organization
- Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments (HR, Training, Quality & WFM)
- Managed client centric operations & ensured client satisfaction by achieving delivery & service quality norms.
Operations Manager
Shriram Value Services Pvt. Ltd
07.2015 - 11.2016
- Programs managed: Managing a portfolio of 1.80 lakh for Shriram Transport Finance Recovery and Reminder calling, 1.60 lakh portfolio for Shriram City Finance, 11 K portfolio for Survey calling, Housing loan and Chits at SVS Pvt. Ltd.
- Kotak Mahindra bank for lead generation process of CASA product with 80 FTEs at EOS
- One Assist for Mobile & Wallet insurance. Home appliance extended warranty with the headcount of 75 FTEs at IGS
- Developing and driving strategies and programs which improve the competitive position and profitability of the organization
- Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments (HR, Training, Quality & WFM)
- Managed client centric operations & ensured client satisfaction by achieving delivery & service quality norms.
Assistant Manager – Operation
Firstsource Solution Limited
08.2012 - 07.2015
- Program managed: Airtel Telecom - Platinum accounts for Collection process & Axis Bank process for Customer services
- Leading a span of 120 FTEs and 5 team Leaders for Axis Bank program –Providing functional, collaborative and directional leadership to a team working in Customer Operations, Escalation and Grievance handling.
- Managed a portfolio of Platinum Airtel Telecom collection account with 150 FTEs and 10 team Leaders, of over Rs. 225 million (190 million for Mobility & Rs.35 million for Fixed Line) & also Retail accounts over Rs. 250 million which includes 3rd party consumer accounts
- Drive critical projects jointly with Bank which can result in AHT reduction, Improve Call Quality (GROW) & Re-engineer the escalation desk to improve retention and NPS
- Standardization of processes
- Assessed internal control procedures specific to business and support areas and ensured efficiencies, customer service excellence, and quality.
Process Leader, Operations
Firstsource Solution Ltd.
04.2008 - 11.2009
- Programs managed: Handling a team of 20 executives for Airtel Telecom collection process and providing the team with a vision of the project objectives with Firstsource Solution Ltd.
- Managed various processes Reliance Energy, NRI calling, Welcome Calling Process and verification and Billing Queue with 25 executives at Reliance BPO Ltd
- Managing Daily attendance, CSAT analysis, Shrinkage and daily productivity reports
Process Leader, Operations
Reliance BPO Ltd.
03.2004 - 03.2008
- Managed various processes Reliance Energy, NRI calling, Welcome Calling Process and verification and Billing Queue with 25 executives at Reliance BPO Ltd
- Managing Daily attendance, CSAT analysis, Shrinkage and daily productivity reports
Education
Bachelor of Arts -
Mumbai University
01-1995
Higher Secondary -
CBSE
01-1992
High School -
CBSE
01-1990
Skills
- People Management
- Client Relationship Management
- New Business Transitions
- Process Enhancement
- Operations Management
- Data Management
- Business Support Functions
- Audit & Compliance
- Team Management
Training
- Successfully completed Programs covering 7 QC Tools
- Business and Financial Acumen
- Time management
- Six Sigma Green Belt
Languages
- Hindi
- English
- Marathi
Personal Information
- Mumbai
- Anywhere
- Date of Birth: 10/07/73
Timeline
Assistant Vice President
One Point One Solutions limited
09.2024 - Current
Vice President
Sincetele Info Solutions Pvt. Ltd
11.2022 - 04.2024
Associate Vice President Operations
Athena BPO Pvt. Ltd.
08.2021 - 11.2022
Deputy General Manager
Insight Customer Call Solutions Ltd.
08.2020 - 08.2021
Sr. Manager –Operation
Hinduja Global Solutions Ltd.
12.2017 - 08.2020
Operations Manager
Intelenet Global Services
05.2017 - 12.2017
Operations Manager
Eureka Outsourcing Solution
11.2016 - 05.2017
Operations Manager
Shriram Value Services Pvt. Ltd
07.2015 - 11.2016
Assistant Manager – Operation
Firstsource Solution Limited
08.2012 - 07.2015
Process Leader, Operations
Firstsource Solution Ltd.
04.2008 - 11.2009
Process Leader, Operations
Reliance BPO Ltd.
03.2004 - 03.2008
Bachelor of Arts -
Mumbai University
Higher Secondary -
CBSE
High School -
CBSE
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