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Nitin Kumar

Senior Manager at Genpact

Greater Delhi Area

10+ years of work experience

GENPACT
Aug 20223 yrs 10 mosPresent

Hybrid

 Managing client relationship of an account with 50+ FTEs  Role – Working as a client relations manager and act as a linking pin maintaining strong, mutual beneficial relationship between Genpact and Swiss Re. Driving business growth, ensuring client satisfaction along with adherence to following contractual obligations:  Contractual Obligations – Back-up planning, skill matrix, process controls, SOPs and SLAs review & approvals. Prepare & update business continuity plan, BIA & testing for the process. Review BCP with customer and accord approvals  Innovation & Transformation – Successfully delivered 4% productivity released as a part of contractual obligation: 5 GB projects and 50+ QPA implemented in the last 3 years  Drive Change management – Ensure all changes from customer are captured in process documents and cascaded to the resources. Review SOW to accommodate changes in terms and agreement, capture in amendment to complete sign offs with Legal teams, Genpact & Swiss Re leadership  Stakeholder Management – Ensure concerns of stakeholders are addressed within agreed deadline. Work towards achieving good Net Promoter Score and deep dive areas of improvement for further improvement  Meeting Administration – Facilitate weekly/monthly stakeholder and quarterly MSB meetings to review process areas & KPIs with leadership teams & customer. Circulate pre-read materials to senior leadership team and publish minutes of meetings  Resource Management – Access management of resources. Constantly review process resource requirements to ensure teams have adequate resources to perform the deliverables. Zero billing leakage in the last 3 years  Process Audits – Ensure process remains compliant in various customer audit, ERM, operational and L&D process audits.
Genpact India Pvt. Ltd.
Aug 20223 yrs 7 mosFeb 2026

MetLife
Sep 20166 yrsAug 2022

Noida, Uttar Pradesh, India

Project 1: 1. Baseline Project Plan – Initiated discussion with cross functional teams to set up a project plan in MS Projects. Drives cadence & governance through plan 2. Project life cycle - Manage implementation during different phases i.e. Inception, Analysis & Design, Build, Validate, Deployment & Post-Deployment. Supported Actuarial side of the project (IFRS 17 & Embedded Value) for EMEA Regions (10 EMEA countries) 3. Resource Management - Experience in partnering with different workstream to ensure everyone is aligned on the goals 4. Meeting Administration - Facilitate weekly/monthly stakeholders and quarterly MSB meetings to share project status with Senior leadership team & customer. Circulate pre-read materials and publish minutes of meetings 5. Risk & Issue Management - Identify the Issue/Risks along with the ownership associated with the delivery and ensure timely closure through proper tracking and follow-ups. Maintenance of the Risk/Issue Register 6. Regulatory Reporting - Ensure IFRS Regulatory Requirements are submitted as required within the stipulated timelines 7. Audit Support – Ensure process is CMMI level 5 compliant 8. Audit – Ensure process is CMMI level 5 compliant Project 2: Project 2: People Management role for a billing process – Handled a span of 25+ resources (including process Specialist & SMEs) for a billing process supporting MetLife products (MIB, Termlife and P&C). Managing attrition, process KPIs, documentation, meeting innovation targets, people connects, monthly scorecard / appraisal discussions.
MetLife GOSC
Sep 20166 yrsAug 2022

WNS Global Services
Nov 201510 mosAug 2016

Gurugram, Haryana, India

1. Process & span - Handled a team of 25+ associates and 2 Lead Coaches for a leading hotel reservation desk (Inbound voice process) 2. Stakeholder Management – Ensure concerns of stakeholders are addressed within agreed deadline. Work towards achieving good Net Promoter Score and deep dive areas of improvement for further improvement 3. SLA Management - Ensured defined process metrics (Accuracy & TAT) are met consistently without any breach 4. Resource management – Attrition management and ensure availability of required resources with no impact on the deliverables 5. Lead monthly/quarterly performance review discussions with the customer 6. Training – Assess skills of team members, TNI and upskill them to ensure they are equipped to deliver to the goals 7. Connect - Initiate beginning of year discussion with the team members to discuss their goals and complete quarterly/Annual review to measure their performance. Initiate annual rating and salary appraisal discussion with the associates. 8. Taking escalation calls and addressing the complaints received from the customers 9. Monitor performance followed up with specific coaching & feedback
WNS Global Services
Nov 201510 mosAug 2016

Team Handling and client interfacing role
WNS Global Services
Nov 201510 mosAug 2016

Education

Simplilearn Alumni

Prince2, Project Management

Simplilearn Alumni

20182018
Institute of Management Technology, Ghaziabad

Master's degree, Human Resources Management/Personnel Administration, General

Institute of Management Technology, Ghaziabad

20142 yrs2016

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Headline

Senior Manager at Genpact

About

Profile Summary: 1.Overall 16+ years of experience in People Management (Voice & Non-voice), Client Relationship management & Project Management 2. Expert in collaborating with the client to maintain a smooth working relationship and serve as a bridge between Genpact and its customer 3. Skilled in managing an account contractual obligation, including business continuity planning, end-to-end billing submission, and conducting reviews and signoffs for standard operating procedures and service level agreements 4. Resource Management – Ensure availability of ample resources with zero impact delivery, no Revenue Leakage in the process and work with hiring team to fil vacant positions 5. Project Management – Proficient in project planning, coordinate with functional team to set up a project plan, governance & control of project timelines, maintain risk & issue register, prepare project status packs & share status to project leadership teams 6. Process Documentation – Extensive experience of hosting senior leadership meeting, initiate discussion with cross functional teams and prepare & circulate meeting packs and minutes 7. Organizational change agent: Delivered business results focused on improving business processes to improve reliability, increase simplicity, and enable scalable growth 8. Certified Lean Six Sigma Green Belt professional with experience in working closely with Quality & Trainings team to strengthen operational practices

Location

Greater Delhi Area

Work experience

Senior Operations Manager at GENPACT, Aug 2022 - Present · 3 yrs 10 mos, Hybrid,  Managing client relationship of an account with 50+ FTEs  Role – Working as a client relations manager and act as a linking pin maintaining strong, mutual beneficial relationship between Genpact and Swiss Re. Driving business growth, ensuring client satisfaction along with adherence to following contractual obligations:  Contractual Obligations – Back-up planning, skill matrix, process controls, SOPs and SLAs review & approvals. Prepare & update business continuity plan, BIA & testing for the process. Review BCP with customer and accord approvals  Innovation & Transformation – Successfully delivered 4% productivity released as a part of contractual obligation: 5 GB projects and 50+ QPA implemented in the last 3 years  Drive Change management – Ensure all changes from customer are captured in process documents and cascaded to the resources. Review SOW to accommodate changes in terms and agreement, capture in amendment to complete sign offs with Legal teams, Genpact & Swiss Re leadership  Stakeholder Management – Ensure concerns of stakeholders are addressed within agreed deadline. Work towards achieving good Net Promoter Score and deep dive areas of improvement for further improvement  Meeting Administration – Facilitate weekly/monthly stakeholder and quarterly MSB meetings to review process areas & KPIs with leadership teams & customer. Circulate pre-read materials to senior leadership team and publish minutes of meetings  Resource Management – Access management of resources. Constantly review process resource requirements to ensure teams have adequate resources to perform the deliverables. Zero billing leakage in the last 3 years  Process Audits – Ensure process remains compliant in various customer audit, ERM, operational and L&D process audits.

Manager at Genpact India Pvt. Ltd., Aug 2022 - Feb 2026 · 3 yrs 7 mos

Assistant Manager at MetLife, Sep 2016 - Aug 2022 · 6 yrs, Noida, Uttar Pradesh, India, Project 1: 1. Baseline Project Plan – Initiated discussion with cross functional teams to set up a project plan in MS Projects. Drives cadence & governance through plan 2. Project life cycle - Manage implementation during different phases i.e. Inception, Analysis & Design, Build, Validate, Deployment & Post-Deployment. Supported Actuarial side of the project (IFRS 17 & Embedded Value) for EMEA Regions (10 EMEA countries) 3. Resource Management - Experience in partnering with different workstream to ensure everyone is aligned on the goals 4. Meeting Administration - Facilitate weekly/monthly stakeholders and quarterly MSB meetings to share project status with Senior leadership team & customer. Circulate pre-read materials and publish minutes of meetings 5. Risk & Issue Management - Identify the Issue/Risks along with the ownership associated with the delivery and ensure timely closure through proper tracking and follow-ups. Maintenance of the Risk/Issue Register 6. Regulatory Reporting - Ensure IFRS Regulatory Requirements are submitted as required within the stipulated timelines 7. Audit Support – Ensure process is CMMI level 5 compliant 8. Audit – Ensure process is CMMI level 5 compliant Project 2: Project 2: People Management role for a billing process – Handled a span of 25+ resources (including process Specialist & SMEs) for a billing process supporting MetLife products (MIB, Termlife and P&C). Managing attrition, process KPIs, documentation, meeting innovation targets, people connects, monthly scorecard / appraisal discussions.

Assistant Manager at MetLife GOSC, Sep 2016 - Aug 2022 · 6 yrs

Assistant Manager at WNS Global Services, Nov 2015 - Aug 2016 · 10 mos, Gurugram, Haryana, India, 1. Process & span - Handled a team of 25+ associates and 2 Lead Coaches for a leading hotel reservation desk (Inbound voice process) 2. Stakeholder Management – Ensure concerns of stakeholders are addressed within agreed deadline. Work towards achieving good Net Promoter Score and deep dive areas of improvement for further improvement 3. SLA Management - Ensured defined process metrics (Accuracy & TAT) are met consistently without any breach 4. Resource management – Attrition management and ensure availability of required resources with no impact on the deliverables 5. Lead monthly/quarterly performance review discussions with the customer 6. Training – Assess skills of team members, TNI and upskill them to ensure they are equipped to deliver to the goals 7. Connect - Initiate beginning of year discussion with the team members to discuss their goals and complete quarterly/Annual review to measure their performance. Initiate annual rating and salary appraisal discussion with the associates. 8. Taking escalation calls and addressing the complaints received from the customers 9. Monitor performance followed up with specific coaching & feedback

Assistant Manager at WNS Global Services, Nov 2015 - Aug 2016 · 10 mos, Team Handling and client interfacing role

Assistant Manager at WNS Global Services, Nov 2015 - Aug 2016 · 10 mos

Education

Prince2, Project Management, Simplilearn Alumni

Master's degree, Human Resources Management/Personnel Administration, General, Institute of Management Technology, Ghaziabad