Sunit Bhatnagr

Senior Manager, Operations

Talent

Noida, Gautam Buddha NagarMember since 13 July 2023

Hire this person

Send a job offer directly to this candidate

About

15+ years of experience in Service Delivery managing Client Operations in HR Shared Services, and Operations. With strong experience in Client, People, Operations, and Service delivery Performance management. I am results-driven leader with the proven ability to manager client relationship, train and grow people to reach desired individual objectives, and achieve desired service delivery outcome while providing impeccable customer services.

I am passionate about process transformation, improving client and employee experience.

Experience

Carries out supervisory and management responsibilities for 20+ FTEs.
Have hands-on experience in incorporating industry best practices in day-to-day operations, initiatives/levers to focus employees on value-added activities, and robust metrics & governance to measure performance and incentivize efficiency for various functions.
Address all customer queries directly related to services, results, and performance of the business service.
Design and build reports, scorecards, and dashboards, based on specifications as requested.
Lead periodical client communications and build the leadership insights (Reports, PPT, visualizations) and plan out for Weekly, Monthly and Quarterly calls with different levels of stakeholders.
Create and present teams’ performance report i.e., SLA (Service Level Agreement) & KPI (Key Performance Indicator) report to onshore and offshore team.
Efficiency improvement through ‘Robotics & Automation’.
Ensures

Continual improvement is focused on meeting business objectives and enhancing team productivity.
Identify developmental needs in the team members and create succession plan & career development plan.
Update training processes by reviewing existing documentation, leveraging feedback from stakeholders, and working with legal and compliance teams.
Control assessment, tracking, implementing, and documenting to ensure complete Risk assessment.
Define, Monitor, and control Integrated Transition Program Plan activities across workstreams Knowledge Transfer, Quality and SLA, Contract and Change Management.