Nachiket Shinde Email & Phone Number

Mumbai, Mh, In

Global

As Director Client Solutions, I am Alorica's POC for the biggest Retail / e Commerce giant to plan business development and solutioning, involve in strategic discussions, facilitate solutions design, operational excellence to execute and drive a strong work force of 4000 employees across LATAM and APAC.Core responsibilities include: Expand global business footprint with existing client(s). Lead digital transformation within target client or account base. Lead and drive client engagement and solutions building across client base. Align Alorica short- and long-term strategies with client to maintain and expand revenue Oversee all contract renewals and negotiations. Present Alorica solutions based on understanding of client’s business issues. Act as a strategic manager for internal Company resources as well as client contacts tosuccessfully negotiate, close and implement new business. Work with internal teams to structure value proposition to clients. Lead negotiations to ensure Company best interests from a business issue and legal perspective. Provide leadership and support in crafting client proposals. Provide guidance on key deal assumptions such as call volumes, service levels and other criticalmetrics necessary to build proposals. Meet with sales leadership to craft personal development strategy on a regular basis.

Jamaica And India

My main focus was to build CoE for India operations and ensure the implementation of a culture of continuous service improvement. Utilizing my vast career record, I bagged an opportunity to travel to Jamaica as a Consultant in November’20, for mapping turnkey sites by sourcing 12 different sites in Montego Bay and Kingston. For meeting the organizational goal, I maintain and examine a current and effective continuity plan to ensure an appropriate response to any disruption to systems, information services, communications, and office facilities.

El Salvador

As a Consultant - Site Director, I was in In-charge with the responsibility of establishing and setting up a new call center accountable to drive team performance, managed periodic onsite review and client engagement. I ensured to maintain effective governance, control systems, and compliance requirements of the organization while evaluating and establishing a robust performance measurement structure.

Usa And El Salvador

As Director Operations, I led a leadership position with accountability for P&L, business management, client service management for 1500+ FTEs across various verticals and clients. For meeting the organizational goals, I sourced out opportunities for arbitrage costs and increase in revenues. Furthermore, I oversaw monthly financial and SLA reviews with the Board of Directors, devised business plans, annual budgets, revenue enhancement along client engagement. Fostered new account development using customer engagement methods to identify new opportunities, build effective customer relationships, and negotiate contracts. RFI/RFP responses, proposal crafting and response end‐to‐end. Developing commercials associated with overall solution and solution elements. SOW development, solution reviews and governance cycles. Modernization of proposal delivery, eg. Interactive digital proposals for desktop and mobile and also identify RPA opportunities. Presented Solution Overview & BPO Capabilities to the key decision makers. Maintained & updated opportunity status in Pre‐sales tracker. Regularly attend industry events to gather market intelligence & generate leads. In addition to this, I headed work transition projects for various accounts across locations, secured effective governance, control systems, and compliance requirements of the organization.

Mumbai Area, India

Under this organization, I orchestrated service delivery for an ecommerce client with a team strength of 500 frontline associates, and led initiatives to drive operational excellence. In addition to this, I led a work transition project for the account, handled metrics to attain the strategic objective, reviewed and established a sturdy performance measurement structure.

Mumbai

In the capacity of Business Director, I was focused on bringing in process improvements for a Telecom client of 500 FTEs across India and Philippines by considering aspects such as onboarding, quality, customer effort, employee effort, and transforming the relationship from a transaction partnership to a transformational partnership. For meeting these departmental KPIs, I mapped business requirement, designed and executed process in line with defined guidelines, monitored overall performance, and resolved challenges to secure customer satisfactionThrough collaboration with a cross-functional team, I defined work direction, planned resources through effective assessment, established targets, SOP & SLA, and maintained CTQ (Critical to Quality) / CTP (Critical to Process) targets to ensure smoother operations.

Mumbai And Bangalore

Under this assignment, I led the P&L operations of 600+ FTEs for multiple clients and also defined processes for one of the largest domestic telecom accounts. For meeting the organizational goals, I restructured the job services portal line of business in Bangalore, liaised with all functions to align the fundamental process with a focus to support professionals from voice and data channels.Through the expertise gained, I strategized, programmed, and created the Knowledge Base, boosted database usage to 90% from 50%, and secured a score of 5/5 in client satisfaction as the first program in Minacs Bangalore. In addition to this, I conceptualized and developed an annual budget for the programs, prepared a roadmap for organizational growth, ensured to meet and exceed revenue share.I was nominated for the Aditya Birla Chairman’s award in the distinguished achievers category.

Mumbai