Niranjan Rupnawar
Pune
Summary
Results-oriented professional with 17.5 years of experience in BPO Management, focused on operations optimization, client relationship management & strategic leadership. Proven track record of improving operational efficiency and providing exceptional service quality. Seeking to leverage leadership skills and industry knowledge to drive growth and innovation as an AVP in the BPO sector.
Overview
18
18
years of professional experience
3
3
Certifications
Work History
Associate Vice President
Cross Country Infotech
07.2018 - Current
- Overseeing entire spectrum of operations for CCH India
- Expanded India Operations team from 107 full-time equivalents (FTEs) to 253 FTEs within span of 3+ years.
- Team is projected to expand its headcount by additional 20% by end of 2024.
- Established effective Operational Framework
- Worked closely with Quality Manager to deploy appropriate frameworks and technology.
- Collaborated closely with recruitment team to implement appropriate candidate lifecycle and evaluation processes for both voice and non-voice teams.
- Established RPA team dedicated to Blue Prism automations.
- Developed ROI model for automation projects.
- Worked closely with IT Development team to implement Performance Management Tool across all teams.
- Managed pivotal transitions such as Accounting (Revenue Recognition) and Cash Processing
- Working together with US team to introduce target-based offshoring for process owners, leading to cost savings.
- Key Projects Managed in 2022 & 2023: Cash Apps Analysis, Suspended Research, Billing Automation, Intellify Client Migrations.
Deputy Manager
Adp India Pvt Ltd
11.2011 - 07.2018
- Directed the complete Benefits Administration process within the Human Resource Outsourcing vertical
- Managed a total of 74 associates across offices in Hyderabad and Pune
- Responsible for operational efficiency and effectiveness
- Demonstrated exceptional people management skills, achieving a 76% favorable Engagement Score
- During the last review period in March 2018, associate retention stood at 91.3%
- Managed several process transitions to broaden the footprint of India team
- Sound knowledge on Robotics functionality
- Achieved the esteemed ADP Innovation Award 'Idea for Innovation' in 2016.
Process Lead
JLT india pvt ltd (Now MMGS)
05.2010 - 09.2011
- Successfully completed migration of the Canadian process
- Managed stringent SLA's for the team
- Preparing MIS Reports
- Managed quality checking of Insurance Policies
- Responsible for giving feedback, conducting training sessions, improving Quality Scores of Team
- Responsible for standardization of process by means of implementation of process improvement ideas
- Responsible for doing Error – Paretos, Error Analysis, RCA and CCRP for the Team on weekly basis.
Process Lead
Capita India pvt ltd
09.2008 - 05.2010
- Strong Product knowledge (Marine & Energy)
- Managed quality checking of the Insurance Policies processed by the agents
- Responsible for giving feedback, conducting training sessions, improving Quality scores of the Team.
Insurance Executive
WNS Global Services
08.2006 - 09.2008
- Migrated processes for a division known as Protection & Indemnity remotely
- Strong Product knowledge (Marine & Energy)
- Have created and updated various procedure manuals.
Education
MBA - Finance
IndSearch Institute of Management
Pune 04.2001 -
Bachelor of Commerce - Business Statistics
Brihan Maharashtra College of Commerce
Pune 04.2001 -
Skills
Insurance Executive
Associate Vice President
Deputy Manager
Process Lead
Operations Management
Performance Improvement
Service Delivery Management
Strategic Planning
Data Analysis
Customer Service Management
Certification
Certified Blue Prism AD001
Education Details
- PGDBM from Pune University
- B. Com from Pune University
- HSC from Air Force School
- SSC from Kendriya Vidyalaya No. 2
Timeline
Associate Vice President
Cross Country Infotech
07.2018 - Current
Deputy Manager
Adp India Pvt Ltd
11.2011 - 07.2018
Process Lead
JLT india pvt ltd (Now MMGS)
05.2010 - 09.2011
Process Lead
Capita India pvt ltd
09.2008 - 05.2010
Insurance Executive
WNS Global Services
08.2006 - 09.2008
MBA - Finance
IndSearch Institute of Management
04.2001 -
Bachelor of Commerce - Business Statistics
Brihan Maharashtra College of Commerce
04.2001 -