Rahul Rup Tejas

Director & Head of of Global services - Manufacturing & Engineering technology

Transformational Leader Driving Business Growth & Excellence managing large business processes & teams 500+ colleagues,Proven ability to drive Business growth, Synergies to Cash Flow & Working Capital,Improve Salaried Productivity &CLI scores (NPS).

• Strategic Growth : Driving business expansion, exploring new markets, and identifying opportunities for growth.
• Innovation and Digital Transformation : Staying ahead of the curve with emerging technologies, innovation, and digital transformation. Building and developing high-performing teams, succession planning, and leadership development.
• Risk Management and Compliance : Ensuring regulatory compliance, managing risk, and maintaining a strong governance framework.
• Stakeholder Engagement : Building relationships with investors, customers, employees, and other stakeholders.
• Compliance and Governance Control : Ensuring effective governance, oversight, and decision-making processes
• Financial Performance : Reviewing financial reports, analyzing performance, and providing guidance on financial strategy.
• Talent Development and Succession Planning : Ensuring the development of a strong leadership pipeline and succession planning
• Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
• Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.

Senior Manager & Product owner - Supply chain management & Logistics

Versatile Leader handling cross-functional teams 350+ colleagues driving strategic growth. Currently overseeing Disputes & Collections, Customer Service, and Inland Operations.

• Strategic Growth: Driving business expansion, exploring new markets, and identifying opportunities for growth=
• Implemented and developed operational standards, policies and procedures.
• Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
• Innovation and Digital Transformation: Staying ahead of the curve with emerging technologies, innovation, and digital transformation.
• Risk Management and Compliance: Ensuring regulatory compliance, managing risk, and maintaining a strong governance framework.
• Budgeting and Forecasting: Develops and manages budgets, forecasts, and resource allocation plans.
• Problem-Solving: Strong problem-solving skills, with the ability to analyze complex problems and develop effective solutions.

As a Product Owner:

• Product Vision: Develops and maintains a clear product vision, aligning with business objectives.
• Product Backlog: Manages the product backlog, prioritizing features and requirements based on business value.
• Requirements Gathering: Gathers and documents product requirements, working closely with stakeholders and development teams.
• Prioritization & Proactive approach: Prioritizes product features and requirements, ensuring alignment with business objectives.
• Development Team Collaboration: Collaborates with development teams, providing guidance and clarification on product requirements.

Service Delivery Manager (SDM) - Customer service and ops

Leading self empowered & organized team steering thru way of working to achieve (SLAs 98% and KPIs).fostering a culture of excellence, innovation, and collaboration to drive team success.

• Service Delivery Oversight : Ensure timely, efficient, and effective delivery of services to customers.
• Service Level Agreement (SLA) Management : Manage SLAs, ensuring that service delivery meets agreed-upon standards.
• Metrics and Reporting: Develop and track key performance indicators (KPIs) to measure service delivery performance, including metrics such as service level achievement, customer satisfaction, and first call resolution.
• Talent Acquisition and Management : Recruit, hire, and manage team members, ensuring the right skills and expertise are in place to meet service delivery needs.
• Customer Feedback and Insights : Gather and analyze customer feedback and insights, using this information to inform service delivery strategies and improve the overall customer experience.
• Customer Expectation Management : Manage customer expectations, ensuring that service delivery meets or exceeds their expectations.
• Supervised operations of 24-hour customer service desk staffed by 30 team members.

Assistant Manager Underwriting (Healthcare) - Guardian Life of America

Ensuring Seamless Daily Operations.

• Underwriting Support: Assist 4 Underwriting Manager in overseeing the underwriting process, ensuring 100% accurate and timely assessment of healthcare risks are reported
• Risk Assessment: Evaluate healthcare-related risks, including medical history, lifestyle, and occupational hazards, to determine insurance coverage and premiums.
• Quality Control: Monitor and maintain 99% high-quality underwriting standards, ensuring adherence to company guidelines and regulatory requirements.
• Compliance and Regulatory : Ensure 100% compliance with regulatory requirements, industry standards, and company policies.
• Data Analysis: Analyze 20% data and trends to identify 80% areas for improvement, 10% optimize underwriting processes, and inform business decisions.
• Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.

• Team Management: Lead and manage a team of 30 call center agents, providing guidance, coaching, and development opportunities
• Operational Oversight: Oversee daily call center operations, ensuring efficient and effective handling of customer inquiries and issues are logged 100%
• Performance Management: Monitor and manage team performance, including metrics such as first call resolution (FCR) 90%, average handling time (AHT) 15mins, and customer satisfaction (CSAT)of (95%)
• Metrics and Reporting: Develop and track key performance indicators (KPIs) to measure call center performance ensuring 100 % calls answered with 99% quality, providing insights to inform operational decisions.
• Call Center Technology: Oversee the use of call center technology, including hardware, software, and telephony systems.