PANKAJ KUMAR MANNA

MBA with 14+ years’ experience managing Customer Experience & Service Delivery in ITES industry
Hyderabad, Telangana State, India, 500094, +91 88821 28508, pankaj.manna@hotmail.com
Born: Nov’03, 1981; Gender: Male; Marital Status: Married; Nationality: Indian

Career Aspiration:
Advisor and Pioneer by professional strength assessment (Standout 2.0), I am currently seeking an
opportunity with a global organization in Service Delivery Leadership role to independently manage and enhance the
overall 3Cx (Client, customer and customer service associates). I evenly focus on the 4Ps of a business (People, Product,
Process and Policies). An avid reader and adaptive learner who is also a salesman by nature, I have a flair of engaging
with clients to design and implement processes that enhances Cx. Invest my time in people and proactively encourage
the adoption of business inside teams. I actively play the role of transformation manager and help with change
management. Motto is to drive people and business to ‘Make it Effortless’ for all stakeholders.

My Values: √Integrity √Trust √Equality √Transparency √Ownership √Innovation √Result Orientation

Professional Competencies Acquired and Presented:

 Cx & Ux Management, NPS, Service Delivery & Customer Life Cycle Management
 Project Management - Planning, Coordination and Execution of developmental/re-engineering projects
 Vendor and Supplier Management (For both outsourcing and inhouse projects)
 Marketing, Sales and Business Development.
 P&L and business accounting for outsourced projects
 BPI, Business Transformation, re-engineering and process improvements
 Large scale ITES Operations (Voice/Non-Voice/Blended) with reporting team size of 400+ associates.
 Workforce Management with Capacity planning (FTE requirement), Utilization, scheduling & Optimization
 Recruitment, Onboarding and Transition support.
 Quality governance system design and management (DPO/DPU) Audit structure and RCA
 Learning and Development support (Trainings), Coaching & Mentoring
 IT Ticket Management & CRM systems
 Periodic Reviews for business, performance, projects and assignments. (PMS, FPRs)
 Administration Management including facilities, transport, events etc.

Personal competencies possessed and learning:

Creative & Sensitive Thinking, Assertive communication, Public speaking, Coaching & Mentoring, Efficient
Working, Disciplined, self-development aggression, Quick Responsiveness, Reading, Public Speaking, Advising, Directing,
“Make it Effortless” Conceptualization, Emotional intelligence, Multi-tasking & Quick Decision Making, Corporate event
management (Organizing, planning and hosting). Training and development.

Hobbies:
√ Reading books, knowledge articles, news. √ Writing short stories, articles, poems. √ Singing and playing Congo
√ Travelling & Photography √ Watching movies √ Playing outdoor games

Scholastics:
 MBA - Operations Management (Major) Grade: A, Score: 80.32% (2008 – 2010)
National Institute of Management and Technology, Under SMU
 BCA (Honors) Grade: 1st Division, Score: 69.00% (2001-2004)
International Institute of Management & Technology, PAILAN under V B University.
 Senior Secondary in Science (12th) Grade: 1st Division, Score: 63.00% (1998-1999)
K.V. Kanchrapara No-1 Board: CBSE
 Secondary (10th) Grade: 1st Division, Score: 60.00% (1996-1997)
K.V Kanchrapara No-1 Board: CBSE
Companies & Roles:
May’17 - Present ADP Private Ltd, LCC Hyderabad, India
(2 Yrs.) Benefits & Payroll Services’ Leader - USA (Assistant Manager)
Managing the client experience, process excellence and service delivery with a team of 60+
benefits’ and 40+ payroll specialist working on managing benefits and payroll management.
Apr’16 – May’17 WIPRO Ltd, Manikonda, Hyderabad, India
(1.01 Yr.) Operations Manager (Senior Group Leader)
Managing the quality operations and service delivery with a team of 400+ online
advertisement quality auditors working for the biggest search engine provider.
Jun’15 – Apr’16 Policybazaar.com, Gurgaon, Haryana, India
(0.10 Yr.) Term Insurance Group Head (Assistance Manager)
Managing sales operations of online term insurance with a team 120+ sales associates.
Mar’14 – Jan’15 VATIKA Service Centre, Banjara Hills Rd No. 12, Hyderabad, India
(0.9 Yr.) Branch Service/In-house Sales Head (Deputy Services’ Manager)
Managing the admin facilities, service operation, client operations & in-house sales for the
business center.
Mar’12 – Feb’14 Independent Management Consultant, Delhi, India (Self Employed)
(2.0 Yrs.) Worked independently, consulted small scale companies to build their sales and marketing
strategies, revenue model, web presence, HR function etc.
Aug’11 – Feb’12 Bellovista Technologies Pvt Ltd, Taratala, Kolkata, India
(0.6 Yr.) Operations Head (Customer Services’ Manager)
Managing the complete team of 70+ home and small office computers technical sales and
support associates working for global clients in US, UK, CAN, NZ, IR & AUS
Nov’10 – Aug’11 Squareroot Consultancy, Kolkata, India (Self Employed)
(0.9 Yr.) Operations Head, recruitment services ITES/Engineering
Managing a team of technical and non-technical recruiters in catering to the manpower needs
of companies in to IT, ITES, Engineering and BFSI sector.
Nov’09 – Nov’10 TATA Teleservices Ltd. GSM – Tata Docomo, Bhubaneshwar, Odisha.
(1 Yr.) Zonal Service Head – Bhubaneswar Zone, AM Service Operations
Managing post sales service operations including training, VTM compliance, KYC
documentation and validations, CRM, Retention, Collection, Customer/Vendor Grievance
management.
Aug’07 – Nov’09 IBM DAKSH BPO PVT LTD. – Saltlake, Sector - V, Kolkata-79, West Bengal, India.
(2.4 Yrs.) AM Operations, Telecom Outsourcing (Voice)
Leading a team of 100+ cc agents with the help of 4 operations leads and delivering on the
client SLAs AHT, Quality, C-SAT and talent retention. Call center operations along with data
and people management, OD trainings and Employee relations.
Oct’05 – Mar’07 Dell International Services, Hi-tech City, Hyderabad, India.
(1.6 Yrs.) CASE MANAGER (Resolution Expert – Post sales service operations Americas)
Supporting a team of 15+ associates supporting post-sales support for Dell computers and
peripherals. Escalation and follow up management, Process training and OJT support, BQ
Management, Report and Analysis.

Self-Declaration:
I do hereby declare that all the statements made herein are true to the best of my knowledge and belief. If at any given
point of time the reviewer authority finds it necessary to be verified, they are authorized to do so at their own. For
reference checks, all relevant information shall be provided on demand.

Date: April’2019 Pankaj K Manna

Place: Hyderabad