Shine Nair has over 15 years of experience in transforming call centers and back office operations. As the head of operations for Geojit BNP Paribas Financial Services, he developed the call center into a 150-seat capacity center handling over 5,000 callers per day. Through strategic campaigns and process optimization, he transformed the call center from a cost center to a profit center. He introduced multilingual services, quality auditing, and standardized operational procedures. Shine Nair also optimized various back office processes, resulting in significant cost savings and improved productivity.

1. Shine Nair
Shine72_10@yahoo.ca

2. BPO Operations/Call Center
 Developed the Call center/Customer Care division of
Geojit BNP Paribas Financial Services into a 150 seated
capacity supporting over 5000 callers per day (Inbound &
Outbound)
 Transformed the GBNPP Call Center into a leading
department that drives the Sales, through lead
generation campaigns & at the same time supporting the
Back Office Operations and Branch Operations
 Transformed the Call Center from a ‘Cost Center’ to a
‘Profit Center’ through the introduction of various
promotional and sales campaigns over the phone

3.  Introduced Multilingual services through the call
center (English, Malayalam, Hindi, Tamil & Marathi) to
the 7 Lakh + customers of the company that helped in
developing business across the country
 Conceived, supervised and implemented an online
platform to facilitate faster and easier transfer of
information on process changes etc, across the company
which later became the main stream training portal of the
company
 Developed and trained a Quality Auditing team to
monitor and audit the Inbound and Outbound calls and E-
mails to and from the customers resulting in substantial
reduction of Customer Complaints

4.  Developed dedicated teams for Training, Branch support, Back
Office support, which ensured continuity and stability of
operations and facilitated faster adaptability of new recruits.
 Documented the operational procedures of the various
processes in Call Center resulting in standardization of processes
and improved employee productivity
 Initiated a customer centric culture within the company
 Implemented various strategic campaigns like Customer
reactivation, Home loans sales, Real estate sales etc, through the
Call Center

5.  Developed dedicated support teams to provide BPO
services to the B2B partners of the company eg. Axis Bank,
South Indian Bank, Federal Bank, Sundaram BNP Paribas
etc
 Initiated and implemented data collection processes to
generate key MIS reports
 Initiated the development of various contact center
applications as part of Process Optimization
 Developed and optimized the Call Center Dash boards
for efficient supervision & routing of calls and mails

6. Operations
 As the Head of Operations, initiated ‘combining’ of the account
opening booklets of Demat A/C and Trading A/C resulting in
substantial savings in the cost of printing and storage to the
company, in addition to the increased customer convenience of
dealing with only one booklet instead of two.
 Optimised various Back Office Operation processes of the
company including account opening and digitization processes
which were labour intense
 Motivated and managed the employees of Call Center and
Operations departments through different phases of Process
Optimization and Change Management

7.  Indigenised the digitization of customer documents
process resulting in huge savings to the company in
addition to the improved productivity and effective
utilization of human resource
 Introduced hierarchical organizational structure
within Customer Care and Operations Departments
compared to a flat structure resulting in increased
operational efficiency and employee motivation
 Initiated, supervised and completed the documentation
of various process in Back Office operations

8. Thank you
Shine Nair
Shine72_10@yahoo.ca