Santoshini Vijay

I am a seasoned business leader with 16+ years of workforce management and client serving experience in the private sector. Recognized for demonstrating a natural aptitude for planning and executing strategic projects, as well as for revamping inefficient processes to improve organizational performance, I have a verifiable history of contributing directly to company growth and expansion throughout my career. As such, I have consistently exceeded performance and growth goals and I am adept at achieving maximum operational output with minimal resource expenditure. Professional focal points include organizational leadership, workforce management, resource management, strategic planning, client servicing, and revenue growth. Delivering superior administration on the latter areas of expertise requires utilization of effective communication skills, negotiation skills, as well as business acumen, project management, Agile methodology to support efficiency and maximum returns.
Currently, I am an Assistant Director with Ernst & Young. Under my leadership, I lead team workforce management specialists supporting 3,000+ tax professionals. I also provide strategic and functional leadership to the resource management domain.
Colleagues describe me as a progressive, dedicated, and driven workforce and resource management expert who can be relied on to offer superior solutions that deliver profitable results on time and under budget

Ernst & Young GDS - May 2020 to Present - Assistant Director 

• Chart successful course of directing a team of resource management professionals responsible for supporting 3,000+ tax professionals across seven global sub-service lines. 

o Guide a team of Central Hub Workforce Management Specialists who ensure business demand is achieved through internal channels of support across GDS locations.

 • Deliver strategic and functional leadership on the resource management domain; execute long-term headcount capacity planning, guide effective resource utilization, and conduct cost benefit analysis to optimize cost of delivery and drive sustainable business growth.

 o Enable growth by optimizing demand fulfilment through key services resource management, capacity management, reporting, analytics, resource upskilling, and development.

 • Pilot the creation of highly effective deployment strategies, processes, and guidelines that, through effective resource planning, support changes to business strategies.

 • Engineer and implement capacity and budget plans; utilize estimated business growth, attrition trends, as well as internal and external transfers and promotion trends to address hiring needs.

 • Enable integrated tools and technology solutions, including a scheduling tool, demand capture tool, and a mobile enabled scheduling tool, to ensure seamless operating models.

 • Assist in the effective implementation of staffing tool across EMEIA region by managing tool training, implementation, adoption, and monitoring.

Client Manager - RRD - Global Outsourcing Solutions, APAC · Jan 2017 - May 2020 · 3 yrs 5 mos 

• Aligned objectives and bridged communications with the client to re-engineer processes, provide training, and influence innovation to enhance service delivery. 
• Generated volume forecasts to plan and schedule manpower for 236 processes spanning five service lines across partner sites.
• Authored staffing schedules as well as short- and long-term staffing models for multiple sites.
• Planned and executed projects that resulted in profitable growth and enhanced (8 3%) customer satisfaction.
• Researched and addressed process risks that led to service delivery failures. 
• Led a team of Contact Centre professionals to enable the onshore team; build strong customer relationships by addressing operational inquiries, issues, and escalations.

Allianz Cornhill Services, Trivandrum, India, July 2015 to March 2016 Associate Client Manager

 • Directed a team of business underwriters catering to UK Allianz Motor fleet insurance.

 • Defined, planned, and set up an underwriting fleet insurance operations team responsible for issuing motor fleet insurance to UK customers.

 • Successfully transitioned and set up new business process, ensured BAU

Spearheaded the development of a quality framework and a robust process repository.

• Educated and trained team members on standard operating procedures and industry best practices to help the team achieve optimal performance levels

PREVIOUS EXPERIENCE 

ICICI Prudential Life Insurance LTD, Mumbai, INDIA, March 2009 To November 2010 | Business Excellence Manager 

• Automated audit at PAN India level aimed to enhance productivity and accuracy • Streamlined 12 processes collaboratively with branches and process team

 • Revamped the sampling methodology aimed at increasing accuracy

 ICICI Prudential Life Insurance LTD, Mumbai, INDIA, October 2007 TO February 2009 | Customer Services Manager

 • Handled financial transaction, post issuance/pre issuance payout process

 • Conducted and led new hire training programs on Insurance processes

 • Handled work force management for customer service operations

 ICICI Prudential Life Insurance LTD, Mumbai, INDIA, March 2006 To October 2007 | Process Leader

 • Handled customer service operations for Email and Snail mail customer communications, financial transactions for Unit linked policies

 • Drawn out resourcing plans for outsourced vendor as part of service optimization initiative 3 Global Services, Mumbai, OCTOBER 2003 TO MAY 2005 | TEAM LEADER

 • Handled a team of 15 representatives and a team coach for postpaid customer service for UKs best telecom provider

 • People and stake holder management

 • Analyzed the learning and development needs and devised collaborative plan for the team

GE CAPITAL, Hyderabad, April 2001 To October 2003 | Subject Matter Expert & Process Developer

 • Handled customer queries for US private credit card customers

 • Managed escalation helpdesk in the role of subject matter expert

Global Master of Business Administration (M.B.A.) In Strategy And Leadership, 2023 

Deakin University, Melbourne, VIC, Australia

Post-Graduate Degree In Business Administration & Management, 2021

 Institute of Management Technology, Ghaziabad, Ghaziabad, India