SANDEEP NANDAL

Experience in Service Delivery / Back Office & Front Office Operations / CXO relationship / Business Growth / Re-imagine Customer journeys / Pre-sales & Solutions support

• Business Operations: Governance and service delivery for large Global relationships in the BFSI domain (Life & Retirements, EH&B, Banking, HRO) from India / US / UK / Australia geographies with complete ownership of BAU Operations, Process transitions, Contract and SLA adherence, Growth & transformation, workforce management, Service excellence through training & quality initiatives
• Managing span of 1000+ FTEs spread across global delivery locations
• Client Relationship Management: Client leadership connects to drive strategic governance, monthly and quarterly business reviews, and Customer Satisfaction
• P&L management: Currently managing a portfolio of INR 200+Cr with end-to-end responsibility for Financial management, revenue growth, gross margins, timely revenue realization, budgeting and resource planning, planning location strategies
• Business Growth: Driving growth by supporting geo sales and presales teams in proactive pitches, RFx responses, and cross-selling opportunities
• IT & BPS synergy: Enabling re-imagined business processes through RPA and Tactical automation, re-defining customer journeys, deployment of assets and accelerators for operational efficiencies
• People Management: Employee learning & development, Identify Hi-Pots and driving SME / Career roadmaps, driving continuous feedback based high-performance culture, team right sizing, driving R&R, future-ready teams, coaching and mentoring
• Value delivery: Champion Process excellence initiatives, drive committed efficiency gains and robust delivery standards
• Business partner alliances & management: Evaluate and engage with business partners to enable full services play, manage partner Service Levels
• Adherence to Infosec and data privacy requirements, Business continuity planning, infrastructure setup, ongoing Risk & Compliance management, Change management, Knowledge management, audits, and Operations testing as part of BAU operations
• Process Transitions Management: Planning and execution of end to end Transitions, Supporting Solution design

• Company Overview: (ACS was a US based fortune 500 company and offered IT and Business process outsourcing solutions across domains)
• Key Responsibility Areas: Program / Project / Client Management / Transitions
• Large Program Management - Initiate, plan, execute, and control multiple transition projects from US to India / China / Philippines - complete project on time and within budget
• Establish and drive communication rhythm with key stakeholders – Client and Internal
• Project risks and issues management
• Project manage facility and infrastructure set up, hiring, training and resource readiness across all delivery roles
• (ACS was a US based fortune 500 company and offered IT and Business process outsourcing solutions across domains)

• Key Responsibility Areas: Operations / Client Management, Project Transitions
• Operations Management at GRO- Managing 4 different client processes with a span of 200+ FTEs, SLA and Contract management for BAU operations
• Transitioning and stabilizing client processes in India – Onsite as well as remote transitions
• Process Improvements & Performance Management

• Key Responsibility Areas: Daily Operations & Team management
• Managed Insurance Processing operations migrated from US based client in a 24x7 environment
• Performance and team management, SLA delivery, Process SOP’s documentation and Adherence

• Key Responsibility Areas - Financial Products / Customer Service / Front & Back office management
• Operations across financial products and services of Foreign Exchange, Money transfer, Hire – Purchase (Back Office), Resources mobilization / fixed deposits etc
• Marketing of Financial services and Mutual funds
• Building a strong client base including retail customers, corporate houses & banks for the services of company