Mayur Thakkar

Experience

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  Infosys BPO

  Jun 2005 - Jun 2006

  Process Executive

  Provide ISDN & PSTN lines to UK customers

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  Max Life Insurance Company Limited

  Jun 2006 - Dec 2006

  Asst. Manager

  Business Development

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  SLK Global

  Apr 2007 - May 2015

  Responsible for Operations Management, Client Relationship Management, Team Management, Documentation, and TransitionSet and fine-tuned an excellent operational base which is ratified by a very high customer retention ratio, focused on productivity and operational efficiency translating into cost savings and bottom line improvementKey player in analysis, development, and implementation of key process plans & policies, ensuring organizational growth, targeting maximum profitability & cost effectivenessProficient in documenting process flows, creating “Statement of Work” Knowledge base (SOP’s) and providing process training & performance trackingEffectively streamlined processes, delivering optimal quality and executed change management policies for SOP Changes/Updates tracking. Show less Responsible for Operations Management, Client Relationship Management, Team Management, Documentation, and TransitionSet and fine-tuned an excellent operational base which is ratified by a very high customer retention ratio, focused on productivity and operational efficiency translating into cost savings and bottom line improvementKey player in analysis, development, and implementation of key process plans & policies, ensuring organizational growth, targeting maximum profitability & cost effectivenessRecruited, trained, led and monitored the performance of team members to ensure efficiency in operations and thus meet individual and group targets and monitor cross training/ up skilling database Centre Ensuring client’s issues are promptly addressed & documented; provide resolution in a timely & professional manner and passing them to correct channels, accomplished lucrative generation and expansion of client relationshipsProficient in documenting process flows, creating “Statement of Work” Knowledge base (SOP’s) and providing process trainings & performance trackingOrchestrate re-engineering efforts to drive productivity gains, coordinate business development activities, and regularly collaborate with senior management and overseas clients.Effectively streamlined processes, delivering optimal quality and executed change management policies for SOP Changes/Updates tracking. Updating the Knowledge base & performing FTE/ SLA Impact analysis if any due to the changeDeveloped and managing platform for the client to shared their feedbacks – Voice of Customer, EWI - Early Warning Indicator(Identification & Closure with ERM), Bottom Quartile Management, R&R/Recognition TrackerAttrition Tracker / Review - conducted HR Review to understand attrition buckets and break up and discuss the retention strategies and SKIP with TL’s, Hiring Status e.g. Backfills / Ramp-ups / OJTs Show less

  • Asst. Manager Operations

    Oct 2011 - May 2015

  • Operation Leader

    Apr 2007 - Oct 2011
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  METRO Global Business Services PVT LTD

  Jun 2015 - Sept 2017

  Transitions - Asst. Manager

  Responsible for Managing end to end transitions & Client RelationshipExecute Pre Process assessment (identify supplier treatments, documentation topics, process setup)Set and Drive overall project timelineManage work shadowing teams during knowledge transfer & Process stabilizationResponsible to identify training needs and coordinate trainings and accreditationClose loop feedback from customers/employeesMaintain process updates and process changes during the transitionsEnhance Customer Satisfaction through various initiativesMonitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Show less

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  Firstsource

  Oct 2017 - Jul 2019

  Manager Solution Design & Transition

  Responsible for supporting a full lifecycle of implementation and transition projects (both on and off shore).Manage project methodology and governance policies to meet business needs (timing, performance, quality, risk, financial etc.)Create design by understand the client requirement basis which the solution can be defined.Define the project scope and key Project metrics and develop project plan.Recommend mitigation strategies as they arise throughout the project.Collaborate with various teams to manage the progress of transition plans, development of SLAs, business case refinement and knowledge transfer.Communicate & negotiate with client, stakeholders and support functions for project related communication.Gather comprehensive information about the process being considered for Transition, toEstimate feasibility through a high level service capability analysis. Capture and track all Project assumptions, log all actions including owners and dates; reviewed regularly to ensure commitments are being met.Recommend potential change management during the project life cycle.Capture and track all Risks and Issues as per the Risk Management Framework; reviewed regularly as the Project progressesDefine the detailed Infrastructure requirements for a new contact centre.Obtain approval on the high level CAPEX for a new centre.Release Business Requirement Document specifying each Business Requirement connected to the successful delivery of the Project across all Business Units.Work closely with technology team to design the technology solution for addressing the requirements identified during the analysis and definition stages of the project & define the Technology CAPEX for the project.Outline the project profitability, high level risks and risk/fit potential & gain Sign off on the CAPEX and P&L from Approval Committee to start the project implementationCapture Client and Internal Stakeholder feedback on the overall Project Engagement. Show less

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  WNS Global Services

  Jul 2019 - Nov 2021

  Transition Consultant

  MBA with an experience of over 16 years in Transitions, Solution Design, Operations, Onshore/ Offshore Client Relations Management and Training & Development, Mobilization and Business Process Analysis & Improvement

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  Sourcepoint

  Nov 2021 - May 2022

  Sr. Account Manager (Client Partner)
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  Moder

  May 2022 - now

  • Associate Director

    Jul 2024 - now

  • Sr. Manager Transitions

    May 2022 - Jun 2024