Summary
Overview
Work History
Education
Skills
Accomplishments
Skills - Core Skills
Timeline
Generic
Shailender Juyal

Shailender Juyal

Senior Operation Manager (Account Head)
Pune

Summary

Experienced in operational direction, resource forecasting, and regulatory compliance to enhance organizational performance. Innovated and implemented key process improvements to boost efficiency and productivity. Managed Global Clients and account P&L Management. Adept at staff recruitment, training, and talent management. Propelled corporate profitability and productivity through dynamic program management, problem-solving, and communication abilities. Conceptualized and implemented strategic initiatives to achieve corporate goals, drive multimillion-dollar revenue increases, and expand business development opportunities.

Overview

20
20
years of professional experience

Work History

Senior Operation Manager (Account Head)

Regalix
01.2022 - 01.2023
  • Clients -SSENSE (Benguluru & Philippines ) & LinkedIn
  • People& Operations Management - Regular meetings with team leaders, resolving concerns, conducting skip-level meetings, and managing rewards and recognition schemes are crucial. Overseeing learning and development trainings, staff domain certifications, and ensuring the completion of process certifications within predefined timelines are also key responsibilities. Liaising with the recruitment team for new hires and facilitating movements within the division for team leads are important tasks.
  • Customer Service & SLA Delivery - The aim is to drive on-time, accurate, and quality service delivery within agreed SLAs for assigned processes, while managing client relationships and escalations. Strategic initiatives include exploring opportunities to move processes to the GSC satellite office and participating in special projects or organization-wide initiatives.
  • Process Management & Improvement - Focused on driving productivity enhancements, overseeing the migration and stabilization of new processes, and ensuring compliance with process and regulatory requirements through periodic reviews. This involves owning weekly and monthly management reports to highlight relevant gaps or concerns, reviewing FTE requirements, shift plans, and capacity planning, and initiating, executing, and facilitating process improvement initiatives and projects. Integrating domain knowledge and business understanding to create superior solutions for clients is essential, along with clearing at least one certification annually.
  • Key skills and competencies required include strategic thinking, people management, transformational leadership, process focus, client management, innovation focus, the ability to learn and drive change, and impact and influence.

Senior Operations Manager

SG Analytics : BNY Mellon Bank
10.2019 - 01.2021
  • People& Operations Management - Regular meetings with team leaders, resolving concerns, conducting skip-level meetings, and managing rewards and recognition schemes are crucial. Overseeing learning and development trainings, staff domain certifications, and ensuring the completion of process certifications within predefined timelines are also key responsibilities. Liaising with the recruitment team for new hires and facilitating movements within the division for team leads are important tasks.
  • Customer Service & SLA Delivery - The aim is to drive on-time, accurate, and quality service delivery within agreed SLAs for assigned processes, while managing client relationships and escalations. Strategic initiatives include exploring opportunities to move processes to the GSC satellite office and participating in special projects or organization-wide initiatives.
  • Process Management & Improvement - Focused on driving productivity enhancements, overseeing the migration and stabilization of new processes, and ensuring compliance with process and regulatory requirements through periodic reviews. This involves owning weekly and monthly management reports to highlight relevant gaps or concerns, reviewing FTE requirements, shift plans, and capacity planning, and initiating, executing, and facilitating process improvement initiatives and projects. Integrating domain knowledge and business understanding to create superior solutions for clients is essential, along with clearing at least one certification annually.
  • Key skills and competencies required include strategic thinking, people management, transformational leadership, process focus, client management, innovation focus, the ability to learn and drive change, and impact and influence.

Assistant General Manager –CRM

BPO +
08.2017 - 08.2018
  • Client Relationship Manager for clients in: 1. Insurance 2. Online Ticketing 3. Online Shopping 4. Online Food Shopping 5. Healthcare 6. Manpower Outsourcing
  • Handling new business opportunities within current and new clients.
  • Resolve customer complaints or answer customers' questions regarding policies and Procedures.
  • Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
  • Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
  • Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance.
  • Analyze financial activities of establishments or departments and provide input into budget planning and preparation processes.
  • Develop work schedules according to budgets and workloads.
  • Managing escalations perform RCA for processing issues and ensure TAT and SLA adherence for self and team.
  • Evaluating various processes/applications and recommending process modifications to enhance operational efficiency.
  • Escalating issues to Process Head / Location Head.
  • Optimization of Business Volumes from Existing clients.
  • Employee satisfaction.

Senior Operation Manager

Mphasis India Pvt ltd
10.2002 - 08.2017
  • Clients Handled - Citibank , JP Morgan Chase Bank , RSA Canada, QBE, Bank of America , Balboa , TruGreen
  • Handling processes of 200 FTE with experience in below domains 1. Mortgage Insurance 2. Auto Insurance 3. US/UK Banking 4. Corporate Credit Cards (Inbound /Outbound / Back office)
  • People management.
  • Spearheading activities for an A+ grade US based Insurance Company that deals with Auto and Home Loans.
  • Analyzing compensation policies, government regulations and prevailing wage rates to develop competitive compensation plan.
  • Administering and verifying the statistical data, reports to identify & determine causes of personnel problems and developing recommendations for improvement of organization's personnel policies & practices.
  • Ensuring client interaction for requirement gathering, risk assessment, finalization of functional specifications.
  • Managing escalations, perform RCA for processing issues and ensure TAT and SLA adherence for self and team.
  • Executing smooth transition from current to future business operations through clear recognition & to make the organization ready for migration to new ways of working collaborating with TPAs such as Trust and Bank on payment related issues.
  • Evaluating various processes/applications and recommending process modifications to enhance operational efficiency.
  • Conducting quality audits and implement strategic measures to bring continuous improvement in quality and timeliness.
  • Overseeing all ISO policies & procedures across all processes including Business Continuity Planning (BCP).
  • Handling administration of international assignments, including preparation of assignment cost estimates.
  • Escalating issues to Process Head / Location Head.
  • Optimization of Business Volumes from Existing clients.
  • Employee satisfaction.
  • Manpower planning.
  • Plan and ensure recruitment, training and growth of personnel.
  • Optimal utilization of resources.
  • BCP coordinator for the processes.
  • Growth Path –Mphasis Oct’02 to Oct’08: Customer Support Executive (Voice) - A leading US bank Oct’08 to Nov’09: Unit Manager – Operations (US Based client) Corporate Credit Cards Unit Manager – Operations (US Based client) Corporate Credit Cards Nov’09 to June’10: Unit Manager – Operations - A leading Canadian Insurance Company (Non-Voice – Back Office) – Canadian Pilot Processes. June’10 to Nov’12: Assistant Operations Manager (US Mortgage and Auto Insurance) Nov’12 to Mar’15: Customer Support Operations Manager (US Mortgage and Auto Insurance) March’15 to Aug’17: Senior Operations Manager (US Mortgage and Auto Insurance)

Education

MBA - Marketing

Institute Of Management Studies
Dehradun, India
04.2001 - 01.2001

1 Year PGDM (Marketing And Sales Management) - Marketing and Sales Management

Bhartiya Vidya Bhawan
04.2001 -

Bachelor of Arts - Sociology

Osmania University
Secunderabad, India
04.2001 - 01.1998

Advanced diploma in Software engineering (hons) - Software engineering

Bhartiya Vidya Bhawana
Hyderabad, India
04.2001 -

12th Boards - Science

Bholananda National Vidyalaya
Kolkata, India
04.2001 - 01.1994

ICSE (10th) -

St. Augustine Day School
Kolkata, India
01-1992

Skills

  • Client & Stakeholder Management
  • People & Workforce management
  • Change management
  • Regulatory compliance
  • P & L Management
  • Business Analysis
  • Transformational Leadership
  • Process Improvement
  • Operations management
  • Strategic planning
  • Decision-making
  • Performance management
  • Time management
  • Staff development
  • Customer service
  • Financial management
  • Business development
  • Project management
  • Customer relationship management (CRM)
  • Documentation and reporting
  • Budget control
  • Task delegation
  • Performance evaluations
  • Recruiting and interviewing
  • Coaching and mentoring
  • Data analysis
  • Conflict resolution
  • Innovation Focus
  • Weekly Reviews& Monthly Reviews
  • Quarterly Reviews
  • Service Delivery
  • SLA Management
  • Productivity Enhancement
  • Transition , Migration & Stabilization
  • Manpower Planning
  • Proof of Concept
  • Capacity Planning & FTE Requirement
  • Capacity Planning & Shift Plan
  • Data Analytics
  • Risk Assessment & Incident Management

Accomplishments

  • Silver Medal winner, Ranked #2 for the best outsourcing partnership in EMEA 2018
  • BPO+, Won 1 New and renewed 2 existing contracts
  • SLA achievement, 100% SLA achievement, month on month for the insurance processes in Mphasis
  • VOC score, VOC score of ‘5’ consecutively for two times

Skills - Core Skills

  • Client Management
  • People Management
  • P & L Management
  • Business Analysis
  • Transformational Leadership
  • Process Improvement & Innovation Focus
  • Weekly/Monthly/Quarterly Reviews
  • Service Delivery
  • Incident Management
  • SLA Management
  • Productivity Enhancement
  • Transition, Migration & Stabilization
  • Manpower planning
  • Proof of Concept
  • Capacity Planning / FTE requirement
  • Capacity Planning & Shift Plan
  • Data Analytics
  • Risk Assessment
  • Annual Appraisal Ratings and Increments
  • BCP Management
  • Leadership coaching
  • Quality Controls
  • Processes Governance Framework
  • Automation
  • Escalation Management
  • Internal and External Audits
  • Recruitment, Interviews and Training
  • Change Management
  • One to One meeting / skip Level Meeting / Process Town hall
  • Performance reviews and feedback
  • Coaching & Mentoring
  • Rewards & Recognition
  • Strategic Initiatives
  • Strategic Thinking

Timeline

Senior Operation Manager (Account Head)

Regalix
01.2022 - 01.2023

Senior Operations Manager

SG Analytics : BNY Mellon Bank
10.2019 - 01.2021

Assistant General Manager –CRM

BPO +
08.2017 - 08.2018

Senior Operation Manager

Mphasis India Pvt ltd
10.2002 - 08.2017

MBA - Marketing

Institute Of Management Studies
04.2001 - 01.2001

1 Year PGDM (Marketing And Sales Management) - Marketing and Sales Management

Bhartiya Vidya Bhawan
04.2001 -

Bachelor of Arts - Sociology

Osmania University
04.2001 - 01.1998

Advanced diploma in Software engineering (hons) - Software engineering

Bhartiya Vidya Bhawana
04.2001 -

12th Boards - Science

Bholananda National Vidyalaya
04.2001 - 01.1994

ICSE (10th) -

St. Augustine Day School

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Shailender JuyalSenior Operation Manager (Account Head)