Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
Prem Makhijani

Prem Makhijani

Pune

Summary

Dynamic leader with extensive experience in global payroll and BPO operations management. Proven track record in complex project management and stakeholder engagement, driving $8.2 million in annual revenue. Expertise in process improvement and P&L oversight, consistently enhancing operational efficiency and client satisfaction.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Assistant Director – Global Payroll Program Management

Neeyamo Enterprise Solutions
Pune
11.2024 - Current
  • Spearheaded global payroll implementation projects across multiple jurisdictions, ensuring compliance with local regulations.
  • Led cross-functional teams, including client and compliance representatives, to achieve seamless payroll system integrations.
  • Designed and executed project plans for global payroll implementations, consistently meeting timelines.
  • Collaborated with stakeholders to define project scope, KPIs, and change management strategies.
  • Utilized project management tools to oversee timelines, resources, and budget for payroll initiatives exceeding $5 million.
  • Ensured adherence to GDPR, SOX, and international data privacy laws during payroll system go-live and hypercare phases.
  • Provided strategic oversight on integrations between payroll platforms and HCM/ERP systems like Workday and Oracle.
  • Developed executive dashboards and reports to monitor project milestones, risks, and ROI for global payroll efforts.

Global Process Manager

Neeyamo Enterprise Solutions
Pune
09.2022 - 10.2024
  • Oversaw 200+ FTEs across seven processes and five global delivery locations.
  • Managed relationships with over 30 enterprise clients, including six Fortune 500 companies.
  • Drove annual recurring revenue of $8.2 million while managing P&L effectively.
  • Reviewed and delivered operational service level agreements, focusing on AHT, TAT, quality accuracy, and succession rate.
  • Controlled shrinkage and attrition while leading people management activities at Pune site.
  • Monitored customer satisfaction metrics monthly across two segments: voice and enterprise accounts.
  • Designed and implemented MIS dashboards for data analysis based on performance metrics.
  • Established operational controls to enhance escalation processes, improve efficiency, and mitigate risks.

Operations Lead

Vsynergize Outsourcing Solutions
Pune
02.2021 - 06.2022
  • Leading client operations for a telecom project for voice, chat and email support with 55+ FTEs.
  • Responsible for multiple revenue streams and ensuring MRR exceeds the target.
  • Increased overall efficiency and productivity of team by continuous monitoring performances and process improvement.
  • Applied Agile methodology for new client projects – on boarding to delivery status.
  • Process Improvement by developing automated 'Notes' project using RPA - reducing QA errors for process by 2.77%.
  • Client farming focused by proactive customer contacts – resulted improving retention.
  • Conducted root cause analysis in deficient areas to identify and resolve customer dissatisfaction and escalations and drive C-SAT.

Entrepreneur

White Rain Hospitality LLP
Pune
11.2015 - 01.2021
  • Handled entire project of starting a 12,500 sq ft. F & B space with marketing, sales, vendor management and business operations side of the business.
  • Marketed the brand on social media and with corporate for tie up.
  • Exceeded revenue target consistently for all financial years with high gross profits average revenue Rs.750,00,000(Sixty-five million rupees).
  • Deployed and monitored processed to boost long term business success & increased gross profit by 7%.
  • Strategically managed resources, milestones and budgets, Rs.36,00,000 (Thirty six million rupees) in expenses compared to year 2016-17 for year 2017-18.

Vice President - Business Development and Operation

GTG (UK) Pvt.Ltd.
Pune
07.2014 - 10.2015
  • Generated and managed revenue of GBP 2.5 million.
  • Oversaw daily operations for 22+ clients, enhancing business process flows.
  • Led a team of over 160 qualified trainers and Client operations personnel.
  • Prepared proposals and responses to RFPs for BFSI and F&A clients / shared services across India.
  • Conducted evaluations and analyses of Training Needs Requirements and Training Needs Analysis for client operations.
  • Attended trade shows and client meetings nationwide to promote brand and cultivate prospects.
  • Reduced costs by streamlining contract bidding processes to secure competitive pricing.
  • Collaborated with Production and Finance teams to mitigate business risks.

Associate Vice President

GTG (UK) Pvt. Ltd.
Pune
07.2012 - 06.2014
  • Managed portfolio of 26+ clients, ensuring timely contract closures and adherence to SLAs.
  • Oversaw team of 80+ Client Relations professionals and 3 Managers to enhance service delivery.
  • Conducted weekly and monthly reporting reviews with clients, addressing delivery issues and escalations.
  • Directed overall P&L for Training vertical, optimizing client engagement and financial performance.
  • Collaborated with client BU Leaders, L&D teams, and HR to assess training needs and ROI.
  • Engaged directly Client C- Suite to strategize on client satisfaction
  • Developed policies / automation to improve productivity while minimizing travel, and employee costs.
  • Managed HR operations including strategic workforce planning, performance management, and benefits administration.

Group Manager

WNS Holdings
Pune
11.2011 - 06.2012
  • Transitioned motor claim processes for an Australian Insurance company, managing 350+ FTEs and six Deputy/Assistant Managers.
  • Ensured strong client engagement through daily and WBR/MBR reviews focused on performance management.
  • Evaluated volume and established baseline metrics for SLAs to enhance service delivery.
  • Recruited skilled resources to improve employee satisfaction and manage attrition effectively.
  • Developed process models (SOPs) aimed at boosting C-SAT and NPS scores.
  • Managed completion of ISO 9001:27000 certification audits for the new site successfully.
  • Supervised staff of 376 personnel by enforcing company policies and addressing attrition and shrinkage issues.
  • Applied claim expertise and analytical skills to resolve customer concerns, reducing claim cycle times.

Manager – Client Service

Get Through Guides
Pune
10.2010 - 10.2011

Assistant Manager – Client Operations

WNS Holdings
Pune
09.2005 - 04.2010

Education

Masters - Commerce, Auditing And Taxation

PUNE UNIVERSITY
01.2005

Bachelors - Commerce, Accounting

PUNE UNIVERSITY
01.2003

Skills

  • Complex and strategic planning
  • Stakeholder engagement
  • Project management
  • Manage operations and efficiency
  • P & L Oversight
  • Process improvement

Certification

  • Certified Business Analyst
  • Agile Scrum PSPO – PSPI - Trained
  • Junior Project Manager
  • White & Yellow Six Sigma Certified
  • Scrum Fundamental Certified

Languages

English
First Language
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2

Timeline

Assistant Director – Global Payroll Program Management

Neeyamo Enterprise Solutions
11.2024 - Current

Global Process Manager

Neeyamo Enterprise Solutions
09.2022 - 10.2024

Operations Lead

Vsynergize Outsourcing Solutions
02.2021 - 06.2022

Entrepreneur

White Rain Hospitality LLP
11.2015 - 01.2021

Vice President - Business Development and Operation

GTG (UK) Pvt.Ltd.
07.2014 - 10.2015

Associate Vice President

GTG (UK) Pvt. Ltd.
07.2012 - 06.2014

Group Manager

WNS Holdings
11.2011 - 06.2012

Manager – Client Service

Get Through Guides
10.2010 - 10.2011

Assistant Manager – Client Operations

WNS Holdings
09.2005 - 04.2010

Masters - Commerce, Auditing And Taxation

PUNE UNIVERSITY

Bachelors - Commerce, Accounting

PUNE UNIVERSITY

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Prem Makhijani