Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic
Rajkiran Bidkar

Rajkiran Bidkar

Pune

Summary

BPM professional with 15+ years’ experience with an established reputation for strong delivery, and consistent commitment to leadership, innovation, and transformation

Focused on developing, broadening, and strengthening key client relationships to improve retention, increase asset under management, support the development of new business and help improve the profitability of the channels through driving retention, revenue and income for existing clients.

Highly skilled with strategic execution, operations management, client relationship management and people management. Well versed with driving and managing change through the dynamics of an ever-changing business environment

Excellent adaptability and knowledge seeking capabilities, expertise in managing multiple end-to-end projects & delivery; ensuring timely service deliveries as per defined timelines, cost & quality standards

Overview

15
15
years of professional experience
1
1
Certification

Work History

Sr Group Manager Operations

WNS
Pune
03.2018 - Current
  • Pragmatic BPM professional with 15+ years’ experience with an established reputation for strong delivery, and consistent commitment to leadership, innovation, and transformation.
  • Lead strategic planning initiatives to develop and implement long-term goals for the team.
  • Monitored performance metrics and developed strategies to improve efficiency.
  • Developed process improvements to optimize business operations.
  • Identified areas of improvement in existing processes and procedures.
  • Participated in cross-functional teams to drive innovation.
  • Highly skilled with strategic execution, operations management, client relationship management and people management
  • Excellent adaptability and knowledge seeking capabilities, expertise in managing multiple end-to-end projects & delivery; ensuring timely service deliveries as per defined timelines, cost & quality standards.
  • Coached and developed direct reports to lead problem-solving activities.

Service Delivery Associate Manager

Accenture Inc
Manila
07.2016 - 01.2018
  • Developed and implemented service delivery strategies to ensure customer satisfaction.
  • Coordinated with other departments to streamline processes, improve efficiency and reduce costs.
  • Monitored team performance metrics to identify areas of improvement in service delivery.
  • Managed the day-to-day operations of a team of Service Delivery Associates.
  • Provided guidance, coaching and feedback to team members on their performance.
  • Analyzed customer feedback data and identified areas for improvement in service delivery.
  • Implemented changes to processes and procedures based on customer feedback.
  • Resolved escalated customer issues in a timely manner while maintaining high levels of customer satisfaction.
  • Managed service delivery expectations.
  • Recommended methods, technologies, process changes and training to clients to improve business opportunities and revenue potential.

Deputy Manager Operations

WNS
Pune
08.2014 - 07.2016
  • Monitored daily operations and ensured compliance with company policies and regulations.
  • Assisted in recruitment, selection, training, and development of employees.
  • Analyzed customer feedback data to identify areas of improvement in services offered by the organization.
  • Lead quality and productivity initiatives & manage overtime and FTE requirements to reduce cost.
  • Interviewed prospective employees and provided input to HR on hiring decisions.

Assistant Manager Operations

EXL
Pune
02.2012 - 07.2014
  • Organized and planned operational activities to ensure efficiency and productivity.
  • Developed strategies for process improvement, cost reduction and increased customer satisfaction.
  • Conducted performance reviews for staff members on a regular basis.
  • Provided guidance and training to team members in order to improve their skillset.
  • Maintained records of all operational activities for future reference purposes.
  • Monitored new employees, evaluated training programs and reported progress to supervisors.

Lead Coach

WNS
Pune
11.2008 - 02.2012
  • Handled worker’s compensation, auto, and health insurance claims
  • Acted as Process Trainer and back up QA for the team whenever required
  • Managed client SLAs
  • Manage attendance, work allocation, roster, client reports and people issues

Education

Post Graduate Diploma In Business Management - Finance

Symbiosis International University
Pune

Skills

  • Operations Management
  • Performance monitoring
  • Transitions & Consulting
  • Customer/Stakeholder Management
  • Project Management
  • Quality Control
  • Human Resources Management

Accomplishments

  • Team won service provider of the year : Runner up award in 2023
  • Played key role in migrating & stabilizing new deals
  • Received quarterly League Of Champions award for exhibiting excel at work value of the organization

Certification

  • Certified by Insurance institute of America or The Institutes in 1) Underwriting 2) Property and Liability Insurance

Languages

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

Timeline

Sr Group Manager Operations

WNS
03.2018 - Current

Service Delivery Associate Manager

Accenture Inc
07.2016 - 01.2018

Deputy Manager Operations

WNS
08.2014 - 07.2016

Assistant Manager Operations

EXL
02.2012 - 07.2014

Lead Coach

WNS
11.2008 - 02.2012

Post Graduate Diploma In Business Management - Finance

Symbiosis International University

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Rajkiran Bidkar