Shashikant Jadhav

Lead day-to-day BPO operations, ensuring productivity, quality, accuracy, and turnaround time targets are consistently met.

Manage, coach, and mentor team members to improve performance, engagement, and skill capability.

Monitor and manage SLAs, KPIs, quality metrics, and operational dashboards.

Act as an escalation point for operational issues, client concerns, and quality deviations.

Drive process improvement and optimization initiatives using root cause analysis and continuous improvement methodologies.

Collaborate with internal stakeholders, clients, and senior management to align delivery with business objectives.

Ensure adherence to compliance, data security, governance, and healthcare regulations.

Support change management activities, including process transitions, workload changes, and policy updates.

Prepare and present MIS reports, performance analysis, and insights for management review.

Identify operational risks, and implement corrective and preventive actions.

Support onboarding, training, and knowledge transfer activities for new and existing team members.

Promote a culture of accountability, quality, learning, and continuous improvement. Responsible for leading and managing BPO operations to ensure delivery against agreed SLAs, KPIs, quality standards, and compliance requirements. Provide people leadership, operational oversight, and continuous improvement support within a regulated healthcare BPO environment.

Generated new business with marketing initiatives and strategic plans.

Reached out to potential customers via telephone, email, and in-person inquiries.

Negotiated and closed long-term agreements with new clients in assigned territory.

Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers

Monitored market trends and competitor activities to identify areas of potential opportunity.

Performed client research and identified opportunities for account growth, account penetration, and market expansion.

Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.

Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.

Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.

Mentored junior staff members, helping them develop their leadership potential and advance in their careers.

Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.