Binod Basak
Mumbai
Summary
Aspiring to be a part of an organization where there is ample scope for individual growth and to be part of a team which aligns its goals towards the growth of the organization
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
20
20
years of professional experience
Work History
Operation Manager-Service Delivery Ops Specialist
Accenture Solutions Private Ltd
10.2019 - Current
- Oversee day-to-day operations and ensure smooth functioning of the Process
- Manage and mentor Team Leads and ensure they effectively handle their respective teams.
- Drive performance improvement by monitoring key metrics such as FCR, Customer experience and Value
- Set performance targets for Team Leads and ensure alignment with business objectives.
- Develop and implement strategies to improve efficiency and enhance service quality. Identify bottlenecks and implement process improvements to streamline operations.
- Conduct performance reviews, appraisals, and succession planning for Team Leads and agents
- Work closely with quality, training, and workforce management teams to optimize agent performance.
- Ensure low attrition rates by addressing employee concerns and promoting career progression opportunities.
Team Leader – Ops
Wipro LTD
09.2013 - Current
- Manage a Team of 20 advisors
- To Coach, develop and engage the Advisors to increase their abilities while enhancing their own career
- Monitoring/Auditing calls, Feedback sessions as per the laid down processes
- Publishing reports/Requirements, Maintaining QA data for the employees and the process
- SLAs, KPIs for the aligned accounts, Meeting C-Sat requirement for the aligned client
- Manage pre defined SLAs and ensure smooth delivery
Assistant Manager – Operation
Ambitious International Projects Ltd
08.2011 - 03.2013
- Company Overview: a Capital marketing company
- Prepare and provide monthly status report to sponsors/ stakeholders
- To provide utilization report to engagement officers and to generate all contractual report of respective parties
- Create Service Requests and acts as Subject Matter Expert (SME) on application and adds, changes, or deletes user access within committed/stipulated service level time frames
- Ensure proper authorization documents are received/issued/created for all access changes
- Ensure proper documentation and communication of processes and procedures in Administration
- A Capital marketing company
Financial Service Consultant
ICICI Prudential
10.2006 - 10.2008
- Company Overview: an investment and life insurance company
- Sourcing and providing after sales Services to our HNI Client
- Doing Financial Planning and providing financial solution to our Client and helping the Organization to meet Annual Received Premium Target
- Handling Team Under Sales manager, Meeting Team Objective through motivation and On-Field Training, Maintaining Average Number and Value Productivity per FSC’s
- An investment and life insurance company
- Joined ICICI PRUDENTIAL as Financial Services Consultant, Confirmed by 6 month as Silver Financial Service Consultant
Branch In charge
Pioneer E bizz Pvt Ltd
07.2005 - 07.2006
- Company Overview: a Multi level marketing company
- Handling Operation and Retail for Burdwan branch
- Major focus on Operation of Branch, Business development for the entire region
- Executing training program for business associates for the entire region
- Internal recruitment for branch operation
- A Multi level marketing company
Sales Executive
Bausch & Lomb Pvt Ltd
03.2005 - 06.2005
Sales Executive
HBL Global Pvt Ltd
10.2004 - 02.2005
Education
MBA - Operations
New Delhi Institute of Management
New Delhi06-2004
B.Com. (H) -
Calcutta University
01.2001
Skills
- Team Leadership & Management
- Operational Efficiency & Performance Monitoring
- Client & Stakeholder Management
- Data-Driven Decision Making
- Employee Engagement & Retention
- Conflict Resolution & Problem-Solving
Timeline
Operation Manager-Service Delivery Ops Specialist
Accenture Solutions Private Ltd
10.2019 - Current
Team Leader – Ops
Wipro LTD
09.2013 - Current
Assistant Manager – Operation
Ambitious International Projects Ltd
08.2011 - 03.2013
Financial Service Consultant
ICICI Prudential
10.2006 - 10.2008
Branch In charge
Pioneer E bizz Pvt Ltd
07.2005 - 07.2006
Sales Executive
Bausch & Lomb Pvt Ltd
03.2005 - 06.2005
Sales Executive
HBL Global Pvt Ltd
10.2004 - 02.2005
MBA - Operations
New Delhi Institute of Management
B.Com. (H) -
Calcutta University
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