Pankaj Hans

Accountable for Global Delivery services for North America. Led some of the crucial engagements and played a pivotal role in Strategic Programs and Executions and setting up 24x7 Service Delivery across the globe.

Achievements / Tasks

• Managed Global accounts with TCV of 40M+
• Worked with Sales, Finance, Legal Team, Customer - Vendor Governance Team for renewal of projects
• Implemented business strategies, increasing revenue and effectively targeting new business deals
• Ensure resources, capabilities and capacity to meet both existing and new business demand
• Well versed in end-to-end project ownership and management right from requirement collation to project planning, execution, deployment and production support, ensuring deliverables within assigned time, quality, cost parameters, change control and risk management.
• Analyzed gaps and spearheaded process improvement ideas to minimize error and Increased Customer Satisfaction score
• Developed formal plans for continuous improvement and measurement in terms of management goals and objectives, customer service delivery, and customer relationships
• Overall revenue & cost management for the program
• Mitigated business risks by working closely with staff members and assessing performance.
• Analyzed customer feedback data to identify areas of improvement and develop solutions.

Accountable for Birlasoft PAN India Operations. Leaded all the sites for Service Desk, EUC support, IT Assets Management

Achievements / Tasks

• Assisted senior leadership in managing all aspects of operations.
• Communicated all capacity, sourcing and technology gaps with upper management.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement

Accountable for Global Delivery services for North America and Europe Region. Led some of the crucial engagements and played a pivotal role in Strategic Programs. Led Global delivery for one of HCL largest customers in the BFSI segment.

Achievements / Tasks

• Exhibited excellence in identifying opportunities and establishing action plans to optimize project capabilities, efficiencies, and resource utilization to deliver services
• Managed team of over 200+ FTEs to achieve organizational and customer goal
• Implementation of quality checks to improve CSAT and Quality of services
• Established new business initiatives in Automation to support strategic directions
• Analyzed new & existing processes and diagnosed methods to improve the deliverables
• Maintain alignment across all stakeholders with client organization. Involvement in client QBR, Monthly Review Meetings, Steering Committee meetings, Project meeting etc.
• Manage interactions and negotiations with clients on scope of delivery and scope changes