Ravi Gurbuxani Email: adgy9y@r.postjobfree.com

Flat-203,

Vijay Tower

Thanekar wadi, Kopri

Thane – 400603.

India

DOB – 13th August’80

Tel: ©+91-997*******

Summary

** ***** ** *********** ******ence in Service Delivery operations across BFSI & Healthcare domains managing multiple lines of businesses with multiple stakeholders across clients including Fortune 100 financial service companies, Top 10 US Healthcare payers, Top 5 US banks, leading credit card issuers. A proven track record of building effective client relationships, managing key accounts profitably, and creating change agents for organizations. Deft in managing service delivery, driving innovation, client relationships, employee engagement, transitioning large deals and architecting solutions.

Achievements

Created Transformation roadmap for the client and delivered value savings worth $5M.

Delivered annual OPEX savings worth $1.7M through Utilization Optimization and deployment of agile workforce.

100% performance to SLA standards, collaboration with clients to create SLA+ and right business outcome indicators facilitated unprecedented client contract extensions.

Nominated as a Business Advisor participating in multiple internal Sales immersion projects & representing the firm in RFPs

Professional Profile

November 2018 – till date

Vice President-Operations Accenture

Oversee Global operations for a Top US healthcare payer client managing a span of 3500 FTEs across 7 delivery centers globally

Key deliverables-

Accountable for end to end service delivery results for various workstreams across provider and member ecosystem, driving right outcomes for the clients by executing with agility and managing market ambiguity and uncertainty.

Full P&L ownership, managing cost take out projects, Optimizing the revenue funnel by partnering with the account team on identifying and creating upsell opportunities to meet revenue goal

Continually assess Operational strategies, plans and performance of the account consistent with goals and priorities for existing customer segments and markets

Driving the Organization’s Truly human agenda by owning personal and professional success and inspiring others to do the same in their unique way.

Shaping multi year strategy for the account on key customer segment areas, differentiation, capabilities and operating model.

Responsible for managing strategic partnership through collaboration across the ecosystem and building connections to unlock value.

Owning the client account relationship and developing results oriented, creative and innovative strategic plans.

Jan 2016– October 2018

General Manager-Operations Accenture

Lead Operations team of over 1000 FTEs managing Provider demographic database (Voice and Non Voice)

Key deliverables-

Manage daily operations of multiple levels of staff and multiple functions/departments across the division.

Monitor all regulatory requirements in regard to state and federal agencies and drive compliance

Strong quantitative and analytical abilities to define measurable objectives, assess broader metrics, and reports.

Fulfilling/overachieving organisation’s service level agreements (SLAs), and client relationships.

Identifying and managing critical dependencies within projects

Attending Leadership meetings to present progress, action status, risks, etc

Working with cross-functional teams to identify & execute automation projects, leading to value addition to the client i.e. efficiency, accuracy & cost savings.

Attrition control and succession planning.

April 2015 – till December 2015

Assistant Vice President-Operations Radius Global Solutions ( formerly known as Veldos BPO private Limited)

Lead Operations team of over 300 FTEs for a Fortune 100 Financial services client for multiple LOBs- Fraud management, Account receivables, Institutional Credit & Portfolio Risk Review

Roles & Responsibilities-

Service delivery strategy & execution, Account for NPS & ACSAT survey results, Stakeholders’ engagement, Farming business opportunities, leveraging core strengths & automation capabilities

Lead the Quantum Leap Project to drive ideation and reduce Fraud risk and drive superlative customer service outcomes

Conducting effective resource planning to maximize resource productivity.

Overall SLA delivery, undertake Projects to improve NPS and Call Centre statistics

Adapt departmental plans and priorities to address business and operational challenges.

Use appropriate control mechanisms to monitor and manage the business segments overall performance & provides expertise and leadership in the assigned functional areas.

Focus on Retention & provides coaching and develops potential leadership.

Establish and maintains an environment conducive of positive morale, creativity and team work & partners in the formulation of career progression / employee development plans

Responsible for business continuity for existing client and bringing process efficiency, meeting client deliverable in stipulated time.

April 2013 – March 2015

Assistant General Manager Veldos BPO Private Limited ( formerly known as NCO India Ltd)

Roles & Responsibilities-

Monitoring and ensuring that operational KPIs are achieved, escalating any performance issues and ensuring that corrective measures are put in place and implemented.

Encourage innovation and creativity and at the same time institutionalize processes and systems to ensure compliance to processes and procedures thus increasing customer satisfaction

Mentor teams to redesign / re-engineering processes & their approach towards radical Innovation; thinking about game changing models that bring us closer to our small contractor competitors who provide customized services

Drive key decision making process pertaining to strategic initiatives, operating model and operational execution

Optimizes the existing resources to ensure business gains and supporting in creating process and work environment that minimizing total operating expense and maximize production

Leadership to inculcate operational rigor ensuring a high level of SLA achievement and client service orientation

Regular review of operations performance, financial performance and attrition and leading the development and execution of action plans

Developing and guiding team to inculcate inter & intra department networking and coordination skills at all levels to ensure smooth running of the day-to-day operations. Work in close coordination with various functions within the organization to achieve desired results

Bringing-in and nurture talent at the leadership level, & ensuring and implementing a succession plan for all direct reports

Developing direct reports: handling appraisals, supervising, guiding, leading team managers, driving people growth

June 2011 – March 2013

Sr.Manager Operations (NCO India Private Limited)

Coaching & development: Identifying development areas & skill sets of individuals and mentoring team accordingly to deliver business objectives and nurturing individual aspirations

Team building: Creates and maintains a spirited work environment that promotes positive communications and rapport building through transparent business practices

R&R: Ensuring effective and timely recognition of performance & assist in designing effective reward and recognition programs to extract maximum operational response

Employee motivation and retention

Alignment of operations capability to meet and exceed set operational expectations and deliverables in a cost efficient manner

Retention of Talent - Finding breakthrough solutions for attrition control and employee satisfaction

Act as the primary point of contact for both on shore and off shore clients

Working closely with the Change Management Team, MIS Team and CPCC to ensure that capacity plans are correct and there is no adverse impact to operations

Responsible for monitoring and supervision of the business unit to ensure compliance with firm policies and procedures, regulatory and legislative requirements

Lead, motivate and develop frontline Team Leaders and foster a culture of teamwork and performance.

Provide relevant information which allows the delivery of standard and ad-hoc reporting to Business groups.

April 2010- till May 2011

Operations Manager (Zenta Private Limited)

Mapping business requirements and coordinating in developing and implementing process in line with the pre-set guidelines; spearheading process transition initiatives.

Formulating training programs to suit the dynamic environment & enhance efficiency.

Excellent interpersonal, communication and organizational skills with proven abilities in team management and planning.

Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.

Work closely with multiple departments to implement appropriate operational standards.

Identifying improvement areas & implementing measures to maximize satisfaction levels.

Servicing as a point of contact for the clients for escalations thus ensuring interaction with the customers to make sure that area of concern can be worked upon for improved service levels. Setting out quality standards for various operational areas, ensuring a high-quality customer experience.

Ensuring project documents are complete, current and stored appropriately to be compliant with the SOP.

July 2008 –March 2010

Assistant Manager –Operations (Zenta Private Limited)

To ensure desired customer delight by providing satisfactory response to customer interaction.

Evolve more effective work process for improving customer interactions

Constantly monitor & review performance metrics for achievement of objective.

Interface with respective work center for resolution of complaints

Effectively manage Contact Center operations for constant performance achievements

Identify relevant training needs of agents & ensure effective implementation.

Effectively manage shift operations

Interface with IT/HR/ Training/Quality

Collate data & generate MIS report

Meet service level

Follow up with clients to understand changing business requirements.

Drive process improvements & vertical level initiatives.

Ensure all reports are sent out to the clients and internal customers within the timelines and maintain accuracy.

Projecting and analyzing the process performance to the Top Management and Clients.

July 2006- June 2008

Team Manager - Operations (Zenta Private Limited)

To mentor the agents and keep them motivated to ensure their performance on a rise, to coach them and guide them to the goals set as per the client’s indication and ensure they reach there.

Schedule planning updating the attendance muster accordingly, Billing hour’s management, Meet FTE target for the month, Agent Utilization.

Employee categorization by actual statistics, feedback and action plan implementation as per project lead’s corrective / terminal action / Recommendation.

Conduct Side by Side remote monitoring, Barging in calls etc. to improve quality matrix and product knowledge to ensure that the set quality standards are met for the team.

Ensure team motivation as well as regular team huddles for strong interactions with the team members.

Associate Development: Review daily, weekly, monthly productivity and Quality via One on One with each associate.

Create and provide “Month end” formal review with each team member (to be filled each month in associate file).

Team Meetings: To ensure team comprehension of any new policy / procedural changes. Perform meeting once a month for associates.

May 2005-June 2006

Customer Relationship Associate (Zenta Private Limited)

Worked as a Sr.CRA for both consumer and corporate small business accounts for both inbound as well as outbound processes.

Areas of Expertise/ Exposure

Client Relations

Business Development/Management

Strategic Planning and Development

Revenue Growth and Profitability .

Transformation & Business Insights

Operational Improvements.

Multi-site Operations

Educational Qualification

Completed S.S.C.

Completed H.S.C

Completed T.Y.B.com

References

As per your request.

Date: Ravi Gurbuxani

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