Manu Pandey

Sales Representative

Swiss Re

Drive top-line sales through strategy, team leadership, and business stakeholder management. Define portfolio specific strategies based on advanced data and analytics to improve market penetration and revenue. Deploy artificial intelligence and business intelligence tools to generate strategic insights for executive teams that inform global strategy. Identify and mitigate churn through a strategic analysis of the lead generation process, driving a team culture of continuous improvement. Responsible for the financial performance of multi-million dollar enterprise deals.

• Conceptualized, developed, and deployed a proprietary customer experience platform (CXaas) that has been adopted across multiple business teams.

• Realized strategic business growth within the portfolio by maximizing return on investment and revenue generation.

• Implemented product innovations that enhanced the overall customer experience by working cross functionally with business and technical teams to understand and enhance existing offerings.

• Successfully completed the deployment and team training of business intelligence that included machine learning technology to automate forecasting and insight generation.

VP CX Management/Business Growth Strategist– EMEA

Singapore Post Ltd

Growth Path/ Deputations: Assistant Vice President – Regional ops, CRM, Automation and Transformation  Project Manager – CCRM  Senior Manager – Group Customer Service  Assistant Vice President – Group Customer Service

Senior leader that managed the strategy and financial performance of multiple business teams. Partnered with executives and senior leaders to understand the market and business opportunities available, and conceptualize strategies and product offerings to drive top-line revenue. Oversaw process automation to reduce operational costs and improve business agility. Provided IT leadership including vendor selection and enterprise system management and improvements.

• Realized significant cost savings by managing a multi-regional consolidation of Contact Center divisions that also improved customer satisfaction scores via quicker response and resolution times.

• Led the vendor selection and implementation of a Microsoft Dynamics CRM solution for the operations group that consolidated disparate data sources and provided new levels of visibility into customer outreach.

• Championed the acceleration of automation technology in the enterprise that resulted in decreased agent handling times and promoted higher levels of customer success.

Assistant Vice President - Automation and Transformation

Teleperformance

Senior manager responsible for increasing customer satisfaction scores and overall revenue across South East Asia. Provided leadership and governance solution delivery teams to accelerate throughput and overall team productivity. Aligned business goals with departmental strategies by working with account leaders and commercial directors to optimize collaboration. Managed the creation and implementation of an IT Service desk to respond rapidly to customer inquiries and drive customer satisfaction.

• Selected by C-Suite to serve as the Reporting Champion for CISCO and Avaya reports.

• Recognized by Senior Leadership for exceeding operational targets via Six Sigma.

• Increased profitability by identifying and remediating near bad-debt and zero balance accounts.

Business Unit Leader

Bharti Airtel Limited

Strategist and manager of contact center which included vendor performance, Service and Recovery Desk, IVR strategy, and more. Change management duties included the leadership and communication planning for a transition from Sales Helpdesk to inbound contact center. Aligned operational processes and team strategies with global business goals and shared KPIs.

• Increased operational efficiency through the strategic oversight of vendors that included feature and process improvements.

• Drove top-line sales through the transition to an inbound contact center that aligned with business goals.

• Realized higher customer satisfaction scores through the monitoring of key metrics associated with service level, abandoned, AHT, and quality.

Program Manager - DTH CE

I played an integral role as a Manager – Client Services and Operations, by handling the Pan-India tech Support for business of Sony Mobile as well as complete service delivery, including Client Services, Quality, Operations, Training, Recruitment, and account growth. I started Repair Services Queue; managed ESAT, CSAT, and KSAT; handled English transcription work for Sony Mobile US, UK, Australia, and APAC. I provided remote support for sites in APAC on daily operations and quality related metrics and drove account P&L, including managing DC and OH expenses, as well as daily needs. I deployed similar programs successfully for Malaysia, Thailand, Vietnam, Singapore, Philippines, and Indonesia, to transition programs from prior vendors.

Manager - Client Services

Aegis Global

For AEGIS BPO – Lucknow, India, I held accountability for formulation of Business Strategy while monitoring the company’s Performance, delivering project Leadership, contributing to Resolving Issues, Budgeting and Business Opportunities growth. I successfully launched L2 Tech support and K&E Desk for DTH and significantly contributed in Domino’s SR Business. I drove and handled complete Operations and Service Delivery of SMS ‘HELP’ process.

Additionally, I tracked all ISO and COPC related documents for audits, performed as an Internal Auditor for ISO 9001:2000, oversee overall process functioning, determine improvement areas, and proposed solutions to elevate customer experience and satisfaction level.

Assistant Operations Manager

Aaron Data Solutions

At Aaron Data Solutions – New Delhi, India, I worked as a management consultant, partnering with domestically aligned companies and start-ups’ teams. I consulted businesses, government agencies, and academic bodies regarding six sigma implementation and technology deployment. I mentored on market positioning, business reengineering, operational leadership, corporate image restructuring & crisis management. I grew B2B relationships, retail, and e-commerce business contacts, government, and media contacts’ network in India and worldwide.

Business Development Manager

HyperQuality India Pvt Ltd

As an Assistant Manager- Client Servicing, I handled B2B sales of professional services and software, served as Subject Matter, developed and organized business reviews and performed as an offshore analyst/ communication resource demonstrating client ROI.

I possess expertise on HyperView Client Console (HyperQuality recording solution). Moreover, I worked with various departments namely Operations, Training, and Recruitment teams to meet process deliverables.

Account Manager

iGate Global Solutions

While working as a Team Leader – Operations for IGATE GLOBAL SOLUTIONS – Noida, India, I managed the operational issues while maintaining service delivery, client and customer satisfaction levels, ensuring operational excellence. I enhanced opportunities to curb cost Reports Management (MIS) for the process.

Team Leader

INOX Global Services Ltd. (Aryan Communication )

I initiated my career as a Sr. Customer Care Associate, where I was responsible for lead generation, sales and collection in an outbound call center environment.

At Swiss Re, my focus has been on driving growth and enhancing customer experiences across the EMEA region. With a rich background in applying artificial intelligence and business intelligence tools, I've developed strategies that significantly improve market penetration and revenue generation. Our team's deployment of a proprietary customer experience platform reflects our commitment to innovation and continuous improvement.

My role extends to analyzing the lead generation process to mitigate churn, ensuring financial performance of multi-million dollar deals, and cultivating a team culture geared towards excellence. Utilizing advanced data analytics, I have empowered executive teams with strategic insights that have informed and shaped global strategy, thereby cementing my reputation as a leader who thrives at the intersection of technology and customer satisfaction.

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