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Vishal Final

Arnab Dutta is a Senior Service Delivery Manager with over 11 years of experience in Business Transformation, Operations, and Customer Service Delivery Management. He has a proven track record of leading high-performing teams, optimizing operational efficiencies, and enhancing customer experiences across various industries. Currently, he is seeking senior-level roles in Operations Management and Process Enhancement, preferably in Gurugram.

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20 views2 pages

Vishal Final

Arnab Dutta is a Senior Service Delivery Manager with over 11 years of experience in Business Transformation, Operations, and Customer Service Delivery Management. He has a proven track record of leading high-performing teams, optimizing operational efficiencies, and enhancing customer experiences across various industries. Currently, he is seeking senior-level roles in Operations Management and Process Enhancement, preferably in Gurugram.

Uploaded by

7pw85c6bm2
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Arnab Dutta EMAIL: adut2480a@gmail.

com
MOBILE: +91-8800771751
Senior service Delivery Manager

Motivated and result-oriented analyst with a quantifiable record of building and leading high-performing teams in
dynamic environments. Strategic thinker with strong analytical and problem-solving skills, adept at identifying and
eliminating operational inefficiencies. Seeking senior-level assignments in Operations Management, Customer Service
Delivery, and Process Enhancement within a reputable organisation, preferably in Gurugram.

PROFILE SUMMARY
 A visionary seasoned professional with nearly 11 + years of experience in Business Transformation, Operations & Customer
Service Delivery Management across Customer Service Delivery Industries
 Delivery Anchor with career success in delivering solutions that remedy core business issues and position the organization to
reach the next level of profitability.
 Enabled clients to transform their businesses through application of innovative delivery models, leveraging onshore, offshore
capabilities to provide customer with high-quality solutions with end-to-end P&L accountability.
 Strong project management, implementation skills that have resulted in repeated success in guiding size-able, cross-
functional, multi-cultural & multi-geographical teams in design & launch of leading-edge solutions and best practices.
 Proven capability to build strong relationships across stakeholder groups with the expertise to effectively influence and
communicate across various business lines and units and at senior levels within the organization.
 Provided insight into business decision-making process through analysis, financial projections (planning, budgeting, and
forecasting), and reporting; brought in scalable financial control in operations.
 Interacted & built relationships with clients; led customer engagement clients for addressing challenging issues.
 Formulated a customer experience strategy that drives customer advocacy across all touch-points as measured through NPS
 Track record of leading and collaborating with multi-cultural teams across geographies and departments to balance project
resources, schedules and scope; led a Team of 400+ FTEs in the RCM vertical, supervised key deliverables like Eligibility &
Benefits Verification, Accounts Receivable Management, Denial Management, Correspondence, Rejections, Demographics and
Payment Postings.

CORE COMPETENCIES

Client Service Management Strategic Planning & Leadership Business Process Enhancement
P&L/Budget Optimization Attrition Mgmt. & Succession Planning Performance Improvements
Stakeholder/ People Management Service Levels Enhancement Project Management

SOFT SKILLS EDUCATION


N
Collaborator
Bachelor of Technology (2011)
Communicator
11
TECHNICAL SKILLS
Planner
 MS Office (MS Word, MS Excel, & MS PowerPoint)
Change Agent

CAREER TIMELINE
WORK EXPERIENCE
Since Jul’17: Accenture Service Private Limited
Growth Path:
Business Delivery Senior Analyst Senior Service Delivery Manager-
Nov’17- Since Sept’ 23-Till Now
Customer Care - One of the Fortune Top 5 companies

Key Result Areas:


 Key strategist & implementer with proficiency in translating business vision and strategy into operational tactics
 Spearheading end-to-end operational delivery, managing international contact center operations, and overall LOB
responsibilities in service delivery with a focus on customer centricity & business profit maximization
 Heading teams in various services & domains; developing & implementing operations strategies, policies, & guidelines
 Ensuring OTF, SL, and LA with day-to-day success metrics are met.
 Restructuring operations and introducing important measures to bring in productivity which include the establishment of
new operations set-up, strategic partner alliances for business processes, and team re-organization.
 Impacting organization profitability through effective strategic management decisions
 Developing and embedding a culture of customer focus and performance management to ensure high quality and continuous
improvement in service delivery.
 Leading, training, & mentoring team members to ensure efficiency in process operations and meeting of targets.
 Supervising customer service operations for rendering and achieving quality services as well as optimizing client satisfaction
levels and generating additional avenues for business.
 Maintaining high discipline and norm adherence, coordinating with superiors for cross teams and innovative suggestions to
improve operational functioning.

Since April’12: Concentrix


Growth Path
Customer Service Executive. Team Lead Operations
April’12 Till : Nov’17

Ranked among World's 25 best places to work

Key Result Areas:


 People management, absenteeism management, attrition management and performance management.
 Effectively driven continuous improvement, bottom quartile (BQ) improvement, transformation and structured projects
improving cost savings, setting up of targets basis time and motion studies, improvements in end user technology that
reduced escalations.
 Driven strategic scorecard reporting to senior management
 Performed root cause analysis and implemented improvements to business processes for the purpose of enhancing the
customer experience and increasing the operational effectiveness & efficiency.
 Coaching and mentoring employees as per the GROW coaching model and implementing the “5 why” technique to identify the
gaps.

Aug’07-Mar’11: Salient Business Solutions as Assistant Manager Operations

PERSONAL DETAILS

Date of Birth: 8th October 1991


Address: Gaur City 2, Greater Noida, 201318
Languages Known: English & Hindi

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