Dipak Nayak

• Competent and result oriented professional with 16+ years of experience in BFSI Domain across BPO, Digital Operations, Quality and Trainings & Service Delivery, Process Mapping, Client Service and Production Support & Vendor Management, Team Management etc. Currently spearheading as an Operations Manager/Team Manager with Cognizant Technology Solutions, Pune.• Ensure that all workings are manufactured in a correct, cost effective and timely manner in alignment with specifications and quality requirements.• Contribute towards the achievement of company’s strategic and operational objectives• Examine financial data/statements and use them to improve profitability• Perform quality controls and monitor production KPI’s• Recruit, train, supervise and appraise human resources• Cater to clients’ or personnel’s concerns• Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.• Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.• Monitor costs and losses incurred by managing teams contribution to the greater Customer Experience budget.• Ensure employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the Mission of company into meaningful and clear goals.• Support direct reports as they implement new directives.• Use learning from team members to identify opportunities and advocate for product improvements that support the team’s strategy and the needs of the customer.• Possess well developed communication, relationship management and problem solving skills with the ability to make an effective contribution to the performance of a team with good leadership and motivating capabilities.