Dipak Nayak

Experience

• 

  Senator Infotech. Pvt. Ltd.

  Jul 2006 - Jan 2007

  Production Executive

  • As a Call Supervisor attended to all transferred calls from customers in US, UK, and Australia• Handled inbound and outbound calls for different clients such as Dish Network, USA; 3 Mobile, Australia• Conducted training for the team members to increase efficiency and performance development• Quality Checker and backup Process Leader; established Quality Audit Procedures• Implemented best practices, monitored team performance with action plans, and facilitated training

• 

  GENPACT

  Feb 2007 - Jul 2013

  • Awarded Coolest FLM Award in 2012 for achieving the Lowest Attrition Rate• Managed a team of 35 across 4 work types and oversaw 5 teams totaling 60 FTEs• Achieved 95% accuracy and managed 80% of client volumes from the start of a new process• Engaged in constant client interaction for SLA monitoring, expectation management, issue resolution, and process improvements for accuracy and productivity• Attrition Champ for H2 2010 and Q1 2012, H2 2012 across the COE and awarded for Lowest Attrition in the COE Show less

  • Assistant Manager-Operations

    Dec 2012 - Jul 2013

  • Management Trainee

    Jun 2011 - Dec 2012

  • Knowledge Trainer/Knowledge Expert/SME

    Dec 2010 - Jun 2011

  • Process Developer

    Jan 2009 - Dec 2010

  • Process Associate

    Feb 2007 - Jan 2009
• 

  Cognizant

  Jul 2013 - Jun 2020

  • As an India LOB Leader managed operations for a leading Life Insurance Client (U.S.-based) worth $24 million• Led 3 Managers, 9 Team Leaders, and 33 SMEs for overall operations of the process of 140 Associates• Implemented a continuous improvement framework for clients, ensuring operational excellence and zero surprises• Contributed to initiatives such as Staffing and Capacity, New Hire Training and Attrition Forecast, SLA SOPs• Oversaw entire processes operations and delivered training for Back-end Insurance Processes for US-based organizations• Oversaw operations and delivered training for back-end insurance processes for US organizations Show less • Achieved “Operational Excellence Award 2019” for being the Best Performer in the Insurance Vertical• Nominated in the “Top 6” for the Global Project of the Year 2019 award• Recognized with the People Champion Award in 2017 for being on top of people practices and attaining the lowest attrition• Received Business Excellence Award twice in 2014 & 2015 for delivering strong operational performance• Acknowledged with the Ignite Innovator Award in 2014 for driving maximum innovation in the team Show less

  • Service Delivery Manager

    Oct 2018 - Jun 2020

  • Operations Manager/Team Manager

    Oct 2015 - Oct 2018

  • Front Line Manager

    Jul 2013 - Oct 2015
• 

  Accenture

  Jun 2020 - Oct 2022

  General Manager

  • Managed 500+ staff across 2 sites with 4 Senior Managers and led a $700M insurance platform implementation for a leading US life insurance client• Onboarded and enabled 350+ FTEs in India in lockdown during the COVID-19 pandemic • Leading the end-to-end UAT for the insurance platform (Vitech) and ensuring all tickets were closed before the rollout• Led large-scale platform implementation, coordinating with vendors, consulting, and technology teams• Managed global platform implementation, coordinating with tech, consulting, vendors, and analysts, and led a UAT testing team to revise desktop procedures• Developed solutions for new client transitions by collaborating with mobilization, automation, and business analysts Show less

• 

  Tata Consultancy Services

  Oct 2022 - Oct 2024

  Delivery Head – Offshore Operations

  • Managing 700+ people across 4 sites in India• Completed 3 Legacy to BaNCS transformations within 1 year consisting of 8mn policies and 250+ FTEs• Received appreciation from the CEO for managing the Client CXO Level visits• Improved retention rate from 78% to 90% within 10 months• The client appreciated the start of the project to reduce overall journey days• Ended FY’24 with a positive margin after taking over the team• Leading India operations for the UK Life and Pension clients with a book size of 13mn policies across 4 sites• Maintaining the P&L of the account, including policies run-off and other costs Show less

• 

  WNS

  Oct 2024 - now

  Vice President Operations