Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Affiliations
Languages
Timeline
Generic

Pankaj Bali

Pune

Summary

Performance-driven BPO leader with over 19 Rich background in managing global service delivery and business operations across Telecom and Banking industries. Demonstrated expertise in client servicing, with a focus on communication and leadership. Achievements include improved service outcomes through strategic problem-solving initiatives.

Committed to continuous improvement and driving team success while maintaining operational excellence.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Senior Service Delivery Leader – Operations

Concentrix
Gurugram
01.2021 - Current
  • Established BCP site in Pune during Covid, growing workforce to over 250 FTEs.
  • Leading operations for one of largest US Telecom clients with a team exceeding 650 FTEs.
  • Participated in cross-functional teams to develop new approaches for delivering services more efficiently.
  • Maintained open lines of communication between internal staff, external vendors, and customers regarding the status of service delivery initiatives.
  • Ensured compliance with applicable laws, regulations, policies, and procedures related to service delivery operations.
  • Provided cross-functional support for Retention Inbound Voice and Customer Service & Upselling Chat teams totaling 670 FTEs.
  • Directed customer experience initiatives and upselling strategies, emphasizing quality and compliance.
  • Spearheaded customer service operations for UK's largest bank using messaging-based support platform.
  • Developed strategic plans that achieved substantial operational savings and performance enhancements.
  • Delivered onsite leadership support in US and Costa Rica for major tech brand's Chat process.
  • Received Best Manager Award in 2020 for exceptional leadership.

Sr Manager Operations

Concentrix Daksh
01.2019 - 12.2020
  • Drove Tier 3 quality by leading a team of over 150 agents.
  • Established RTA framework to streamline processes and increase productivity.
  • Initiated 'Bridge Process' focused on reducing ramp time and fostering floor-level innovations.
  • Executed COT process aimed at uplifting performance of Bottom Quartile teams, enhancing overall retention rates.
  • Coordinated with internal departments to ensure successful execution of CSR projects
  • Monitored competitor activities to anticipate changes in the industry landscape and design appropriate response measures.

Manager of Operations

Concentrix Daksh
01.2016 - 12.2019
  • Led a team of over 100 FTEs to consistently achieve client KPIs.
  • Managed attrition and shrinkage to ensure seamless service delivery.
  • Conducted frontend client calibrations and reviews for quality assurance.
  • Developed and managed budgets for employee engagement across all departments, tracking progress against goals.

Education

Bachelor of Commerce -

University of Delhi
01.2002

Skills

  • Global operations management
  • SLA and KPI governance
  • Process stabilization
  • Client relationship management
  • Workforce planning strategies
  • Quality control and compliance
  • Team leadership development

Certification

  • Lean Six Sigma Green Belt (Trained)
  • High Performance Management
  • Leading for Results & Performance
  • 7 Habits of Highly Effective People
  • Strategic & Emotional Excellence
  • The Culture Map (Cross-Cultural Leadership)

Accomplishments

  • Top Talent Awardee for 7 consecutive years (2010–2017) – among top 10% employees.
  • Successfully transitioned multiple processes across geographies.
  • Spearheaded employee engagement through sports leadership.
  • Delivered operational turnarounds with high-impact initiatives.

Affiliations

  • Led CSR activities for the Pune location, including tree plantation and supporting the underprivileged
  • Spearheaded employee engagement initiatives for the program, and managed the North Zone Corporate cricket team

Languages

Hindi
First Language
English
Proficient (C2)
C2

Timeline

Senior Service Delivery Leader – Operations

Concentrix
01.2021 - Current

Sr Manager Operations

Concentrix Daksh
01.2019 - 12.2020

Manager of Operations

Concentrix Daksh
01.2016 - 12.2019

Bachelor of Commerce -

University of Delhi

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Pankaj Bali