SUNIT BHATNAGR

15+ years of experience in Service Delivery managing Client Operations in HR Shared Services, and Operations. With strong experience in Client, People, Operations, and Service delivery Performance management. I am results-driven leader with the proven ability to manager client relationship, train and grow people to reach desired individual objectives, and achieve desired service delivery outcome while providing impeccable customer services. I am passionate about process transformation, improving client and employee experience.

• Carries out supervisory and management responsibilities for 20+ FTEs.
• Have hands-on experience in incorporating industry best practices in day-to-day operations, initiatives/levers to focus employees on value-added activities, and robust metrics & governance to measure performance and incentivize efficiency for various functions.
• Address all customer queries directly related to services, results, and performance of the business service.
• Design and build reports, scorecards, and dashboards, based on specifications as requested.
• Lead periodical client communications and build the leadership insights (Reports, PPT, visualizations) and plan out for Weekly, Monthly and Quarterly calls with different levels of stakeholders.
• Create and present teams’ performance report i.e., SLA (Service Level Agreement) & KPI (Key Performance Indicator) report to onshore and offshore team. 
• Efficiency improvement through ‘Robotics & Automation’. Ensures Continual improvement is focused on meeting business objectives and enhancing team productivity.
• Identify developmental needs in the team members and create succession plan & career development plan.
• Update training processes by reviewing existing documentation, leveraging feedback from stakeholders, and working with legal and compliance teams.
• Control assessment, tracking, implementing, and documenting to ensure complete Risk assessment.
• Define, Monitor, and control Integrated Transition Program Plan activities across workstreams Knowledge Transfer, Quality and SLA, Contract and Change Management. 

• Post-Graduation in Human Resource Management