Vineet Menon
Delivery Leader - Operations And Service Delivery
Delhi
Summary
Pragmatic and consumer-centric delivery leader with a bias for action and year-over-year success in enhancing service quality, optimizing operations, and positioning brands, products, and organizations as leaders in service excellence. Dynamic change agent who combines strategy, analytics, and creativity to envision, develop, and lead teams in delivering on strategies that consistently exceed goals and drive growth. A transparent and empowering leader who excels in coaching and optimizing teams, cuts through chaos with ease, and keeps people inspired and on-course through even the most stressful, fast-paced scenarios. An inclusive and culture-focused developer of people and teams with a reputation for excellence in galvanizing diverse, cross-functional teams towards delivering incredible results. An empathetic and inspiring communicator with a deep understanding of client needs fosters long-term relationships based on trust, collaboration, and shared achievement.
Overview
18
18
years of professional experience
Work History
Delivery Leader - Operations
Concentrix
03.2022 - 01.2024
- Led a 1200+ team across 3 locations in India, overseeing a $16M portfolio and spearheading the end-to-end business operations for a Fortune 500 client within the Cloud Vertical, ensuring streamlined processes across various business lines
- Designed, executed, and optimized processes for a 30% efficiency boost
- Elevated service delivery, achieving a remarkable increase in customer satisfaction from 4.60 to 4.82
- Cultivated client relationships and innovation, earning stellar Voice of Customer survey ratings of 9 in service delivery and 9 in innovation
- Executed process improvement initiatives, resulting in an impressive 22% reduction in resolution time
- Aligned metrics and incentives for efficiency contributed to a 10% revenue improvement
- Empower human resources through evaluations, targeted training, and strategic initiatives, resulting in a notable month-over-month drop in attrition from 4.5% to 3.2%
- Held profit and loss responsibility, orchestrating a commendable revenue per head surge from $1350 to $1900 over 18 months and achieving a consistent month-on-month gross margin of 40%.
Associate Vice President - Service Delivery
Allegiant Global
03.2021 - 01.2022
- Direct IT and BPM account management, identify new business opportunities, craft responses to both online and offline RFPs, drive customer acquisition and onboarding, advocate for customers, implement retention programs, coordinate corporate marketing activities, and analytics
- Implemented revenue-boosting strategies through cross-sales and upselling, resulting in a noteworthy financial growth of 10%
- Led operational initiatives, elevating key performance indicators, and achieving a 20% improvement in service quality and customer satisfaction
- Led diverse client operations, exceeding service level expectations and driving 10% revenue growth through strategic planning and execution
- Formulated, monitored, and aligned performance metrics, leading to a 10% increase in efficiency and goal achievement
- Played a key role in RFP responses, sales pitches, and established strategic objectives and policies, contributing to a 15% increase in goal attainment.
Associate Vice President - Operations
Saburi TLC Worldwide Services Private Limited
07.2019 - 02.2021
- Steered BPM operations encompassing 300+ FTEs and a portfolio generating $8M annually, servicing clients across various geographical locations
- Pioneered the expansion program, establishing the center as the client's premier offshore facility, driving operational efficiency, achieving substantial cost savings of $2M, and surpassing the original ramp-up projections by 500% with the addition of four new portfolios
- Instituted a robust compliance check and monitoring system, resulting in weeks of zero failure in sales compliance audits and ensuring strict adherence to regulatory requirements
- Orchestrated seamless day-to-day contact center operations, optimizing operational efficiency and ensuring compliance adherence; attained a remarkable 25% increase in Net Promoter Score (NPS), a 12.5% boost in First Call Resolution (FCR), and a 40% increase in customer retention
- Conducted comprehensive evaluations, skill gap analyses, and customized training programs, leading to a 15% improvement in team performance and a 30% decrease in employee turnover
- Established and nurtured strategic client relationships, resulting in a 20% increase in client retention and $2M in additional annual revenue through upselling and cross-selling initiatives.
Senior Operations Manager
Saburi TLC Worldwide Services Private Limited
08.2016 - 06.2019
- Headed 'Managed IT Services' for customers in the Americas, EMEA, and APAC, surpassing client targets in NPS by 20%, FCR by 15%, and Quality metrics by 25%, driving $1M in annual revenue through successful cross-sales and upselling initiatives.
Operations Manager
Saburi TLC Worldwide Services Private Limited
01.2014 - 07.2016
- Optimized voice and chat processes, leading a 100+ FTE team
- We achieved a remarkable 30% improvement in operational efficiency and customer satisfaction, contributing to a 15% increase in overall work quality.
Senior Group Leader
Wipro
11.2011 - 12.2013
- I guided a 60+ FTE team for a US telecom giant, shaping operational strategy and service delivery
- Achieved exceptional outcomes with a 25% boost in service efficiency and a commendable 20% rise in customer satisfaction
- Devised and executed a productivity enhancement program, resulting in a 25% improvement in efficiency.
Group Leader
Wipro
04.2009 - 10.2011
- Supervised a 35+ team, ensuring superior support for desktops and laptops, achieving a 20% increase in issue resolution, 15% higher customer satisfaction, and 25% improved productivity
- Governed Outlier Programs for Resolution and CSAT across product lines accomplished an impressive 95% throughput, elevating the process score by 15%.
Team Leader
Wipro
09.2007 - 03.2009
- Led 15+ FTE, achieving an industry-leading 80% CSAT, 85% First Call Resolution, 90% Resolution, and 95% productivity.
Quality Analyst
Wipro
04.2007 - 08.2007
- Ensured 95% compliance for global computer manufacturer's customer calls, elevating satisfaction by 15% through effective monitoring and audit.
Technical Support Associate
Wipro
01.2006 - 03.2007
- Offered voice and chat support to customers of a foremost global computer manufacturer.
Education
Master of Commerce -
University of Calcutta
Kolkata, West BengalBachelor of Commerce - undefined
St. Xavier's College
Kolkata, West BengalSkills
Program Managementundefined
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Delivery Leader - Operations
Concentrix
03.2022 - 01.2024
Associate Vice President - Service Delivery
Allegiant Global
03.2021 - 01.2022
Associate Vice President - Operations
Saburi TLC Worldwide Services Private Limited
07.2019 - 02.2021
Senior Operations Manager
Saburi TLC Worldwide Services Private Limited
08.2016 - 06.2019
Operations Manager
Saburi TLC Worldwide Services Private Limited
01.2014 - 07.2016
Senior Group Leader
Wipro
11.2011 - 12.2013
Group Leader
Wipro
04.2009 - 10.2011
Team Leader
Wipro
09.2007 - 03.2009
Quality Analyst
Wipro
04.2007 - 08.2007
Technical Support Associate
Wipro
01.2006 - 03.2007
Master of Commerce -
University of Calcutta
Bachelor of Commerce - undefined
St. Xavier's College
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