Bhagawan Dass Nadella

Experience

• 

  ICICI OneSource

  May 2001 - Oct 2006

  Team Leader
• 

  Fidelity Investments

  Oct 2006 - Dec 2017

  Service Delivery Leader - Operations

  Providing overall leadership & management to strategize and operationalize business plans to achieve business and financial targets with a cross-functional team Formulating business strategies for maximizing profitability & generating revenue, realizing strategic goalsFormulating SOPs, FMEA, KPIs/KRIs for smooth business operations; determined areas of improvement by analyzing the reports & trends through KPIs and planning for the continuous process improvement  Administering service network operations across the region by implementing policies & procedures and ensuring customer satisfaction & business retention; supervising the activities such as post service feedback, following up with the customers, monitoring service reminders and managing customer complaints ensuring minimum TAT & maximum accuracy Mapping business requirements, identifying improvement areas and implementing adequate measures to maximize operational efficiency Show less

• 

  Empower

  Dec 2017 - Dec 2022

  AVP Operations

  Vertical head for Back Office Operations line of business. Leading a team of over 600 people. Rendering sustained services for high ROI, increasing retention level by achieving quality norms and resolving their issues to attain high customer satisfaction  Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelinesSetting out quality standards for various operational areas, ensuring a high-quality client experience, while adhering to the SLAs and preset work processesPreparing MIS reports entailing productivity, quality, staffing & so on with a view to apprise management of the process operations and assist in critical decision-making processesImplementing KPIs & incentive plans for the team and conducted monthly/quarterly department performance review for the yearly appraisals process; conducting performance appraisals for the team (Mid-Year & Year End) Ensuring the successful accomplishment of preset business targets in face of growing competition; identifying the prospective clients, generating business from new accounts and developing them to achieve profitability Show less

• 

  Anteriad

  Jan 2023 - now

  General Manager Operations

  Anteriad is a Full-funnel B2B marketing solutions provider with a US, EMEA, and APAC presence and global reach. Key offerings include driving demand, generate leads and improve pipeline results for organizations. As a leader for India site, Responsible for diverse set of services including Operations, HR, Finance & Accounting, Procurement, Analytics, Service management, and enterprise support processes. Working with senior stakeholders on developing GBS strategy, Operating and Governance model. Built a diverse portfolio of services and established an efficient ecosystem of Quality, Continuous improvement culture, facilitating and leading digital transformation across functions, stakeholder management across business, establishing and administering people related policies and procedures, talent acquisition and management strategies. Employer branding, Statutory and regulatory compliance and other site related requirements. Set up policies and procedures for administration of the GBS site with a significant involvement in Operational transformation. Show less