Timpreet Singh
Service Head
New Delhi
Summary
Dedicated professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
23
23
years of professional experience
Work History
Service Head
Infosys BPM Ltd
6 2021 - Current
Designated as Service Head. Leading Telcom and Enterprise support desk across locations:
1. Service Delivery Assurance
2. Service Excellence and Value
3. P&L Management
4. Business Growth
5. Customer Satisfaction
-Additionally, in added responsibilities, partner with markets team in new business opportunities, aligned to digital strategy. End to end project management experience in identifying and executing business/process improvements
- Strategize with business partners to understand the evolving market and marketing channel landscape and help them pivot business solution accordingly
-Evaluate data and information to understand the nuances of operational metrics impacting multiple stakeholders and advertisers.
General Manager India Business
WNS Global Services
08.2019 - 10.2020
Associate Director/ Head of Service Operations
BT - Global Business Services
03.2017 - 07.2019
Sr. Operations Manager
Convergys India Services
02.2011 - 12.2016
Manager Operations
Wipro BPO
09.2001 - 02.2011
Education
MBA - Finance
Symbiosis
B.A. - undefined
Delhi University
Diploma - Quality Management
The Quality College
Diploma - National Institute of Sales (N.I.S.)
Skills
Operations Management & Strategic Service Delivery Management
P&L/ Financials Management
Global Operations Management
Business Transformation & Excellence
Stakeholder Engagement & Management
Annual Operating Plans/ Budgeting
Workforce & People Management
Solution enabler for RFP's
Accomplishments
- Positioned BQ/PIP accounts top quartile (EE/Verizon/Intel) thus retaining and mining more business
- Downtime Reduction – 22% reduction in user downtime by bringing down MTTR (FY 21-22)
- Project Novator – Efficiency pass back of 256k GBP via RPA, Tactical, Ops excellence (FY18-19)
- Project North Star – Improve customer experience to
- Project Super Tech Queue – Creating one super queue to manage all customer queries – HC reduction of 30% Workforce (FY07-08)
Timeline
General Manager India Business
WNS Global Services
08.2019 - 10.2020
Associate Director/ Head of Service Operations
BT - Global Business Services
03.2017 - 07.2019
Sr. Operations Manager
Convergys India Services
02.2011 - 12.2016
Manager Operations
Wipro BPO
09.2001 - 02.2011
Service Head
Infosys BPM Ltd
6 2021 - Current
MBA - Finance
Symbiosis
B.A. - undefined
Delhi University
Diploma - Quality Management
The Quality College
Diploma - National Institute of Sales (N.I.S.)
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