Vineet Pillai has over 14 years of experience in operations, transition, and presales roles in the ITES industry. He is currently a Senior Manager at Wipro BPO where he manages a team of 400 agents across multiple projects. In his role, he is responsible for operations management, process improvement, client management, and people management. Pillai has experience managing large projects for Fortune 100 clients in various locations like India, Japan, North America, and Europe. He has a track record of improving key metrics like CSAT, DSAT, and resolution scores.

1. Vineet Pillai Phone: 9811667948/9811558641
Pocket A9/4B, Kalkaji Extension, New Delhi -110019 Email Id: pillais4980@hotmail.com
Objective
Seeking assignmentin operations/process consultingwhere I can utilize14+years of experience in operations,
transition and presales to achieve corporategoals
Summary
 Professional with 14+ years of experience in the ITES industry
 Well experienced in diverse roles between servicedelivery, pre sales and transition in both onsiteand
offshore locations.
 International exposurein North America, Europe, APAC, well versed with working in cross cultural roles
 Have worked as a strong team player as well as a highly capableindividual contributor as per roles and
objectives assigned.
Specialties:Operations & SLA management, clientmanagement, cross cultural management, designingsolution,
transitioning& process consulting
As a Senior Manager (Wipro BPS) managing400+ agents across India and international location in operations.
Experienced in handlingpresales and transition acrosshealthcareand technical helpdesk
Experience Details:
Wipro BPO- A Division of Wipro Ltd, New Delhi India October 2001 – Present
Senior Manager (Operations) June-2011 – Present
Job Role & Responsibilities
Project management, productivity gains,driving standardization, variation control,Metric stabilization and growth,
driving consistency,process innovation, bestpracticeimplementation, Client management, performance
evaluation,evaluatenew and prospectivebusiness opportunities, creatingresponses to RFP’s in contention with
Sales team
Process Management
 Managingthe operations of projects (U.S./Canada/Japan) in a 24X7 operating model to meet all client
specified and internal SLA’s, quality,profitability
 PreparingStandard OperatingProcedures, Operation Manual & Service Level Agreement (SLA) as per the
clientrequirement
 Maintain an effective project pyramid (hierarchy,roles, and controls) for high quality deliverables
 Administering process improvement initiatives through systemchanges, process re-alignment/ redefining
& efficiency management
 Involved in conceptualization of various strategies to manage capacity,clientcommunicati on and
scalability of the unit
 Creating & implementing workflows to facilitate structured support in all areas and issues

2.  Interacting with clients to look at possible new business opportunities and creating leads for sales team
 Involved in RFP stage to map clientrequirements with existingprocesses, createsolution’s and provide
inputs to sales team
Operations Management
 Formulating& implementing procedures for daily operations and internal reporting systems for monitoring
quality
 Capacity management and throughput management for each of the projects
 Handlebusiness callswith client,top management, process owners,and other stakeholders
 Preparingweekly/ monthly and quarterly reports and maintain employee performance databasetracker
with a view to monitor efficiency of employees
 Maintain up-to-date project documentation as per various auditcompliances
 Maintain strongcommunication channels within theprojects to keep the motivation and awareness up
 Conceptualizing & developing need based training modules for developing multi skilled work force for
cross utilization within sub processes for optimum efficiency
 Evaluating the quality of training delivered using feedback to check the effectiveness and ensure quality
and consistency of training
People Management
 Determining trainingneeds of employees through competency mapping and conducting suitabletraining
program to enhance their skills
 Setting targets, monitoringthem and ensuringachievement of overall targets on a daily,weekly &
monthly basis as well as conductingappraisal and one-to-one interviews
 Creating and sustainingan environment that fosters development opportunities and motivates high
performance through effective management and career development
 Appropriately usingRewards & Recognition to energize team members
 Monitoring,identifyingand resolvingperformance/behavior/attendance issues usingperformance
management techniques
 Involved in recruitment and trainingof supervisors
Pre-sales & Sales
 Identifyingclientrequirements & specifications
 Creation of sales supportdocuments (marketing materials,brochures,casestudies)
 Creating the initial valuepropositions
 Creating RFI’s,RFP’s and work orders
 Identifyingmarket segments for business development, new servicedevelopment &
cultivatingrelationship with high valueclients for enhancingthe level of delivery
 Solution selling
 Rigorous followup with prospects to closedeals
 Interact with client(in coordination with legal team & relationship management team) to develop
Statement of Work (SOW) applicablefor the project

3. Transition
 Pricingand costmanagement for all new deals duringPre-Sales Activity
 Interact with clientsideprojectmanager to proactively identify issues and provideresolution pertaining
to ownership of accounts/inventory which needs to be owned by either parties
 Interact with client(in coordination with legal team & relationship management team) to develop a
Service management framework (SSA, SLAs, etc) & in conjunction with relationship management team
(for commercial matters)
 Responsiblefor Due Diligence/ Transition Analysis/ KnowledgeTransfer for new accounts/projects or
expansion of scope for current accounts/projects
 Managingend to end transition
(Key Activities & Achievements)
Operation Excellence
o Fortune 100 PC Manufacturer- New Delhi, India Center February 2008 - Present
Designed various processes to enable consistent improvement in client facing metrics over quarters
 25% gain in CSAT, 13% reduction in DSAT
 15% gain in resolution scores
 Led team which won Best site Award from client amongst 13 partners in 2010 and 2011
 Enabled increase in 100% increase in voice headcount based on performance
 Helped client improve performance of products through constant feedback and
suggestions
 Awarded Best Manager Award in the year 2008/2012 for outstanding performance on key
CPM’s
o Fortune 100 PC Manufacturer- Okinawa, Japan Center
 Successfully setup and managing first operations site for BPO based out of Japan
 Made changes to best practices followed in India as per Japanese culture, which led to
improved performance and increased satisfaction amongst employees
 15% gain in CSAT over quarters, 6% reduction in DSAT targets , 10% increase in resolution
scores
 Run successful project to reduce AHT by 20% in 2013,which led to increase in revenue for
Wipro
 Appreciated by client for running successful operations in new environment with language
and cultural constraints
 Project amongst best governed site in client Global audit (2012)

4. Career Graph
Year Designation
Oct’01 - Sep’02 Customer Service Associate
Oct’02 - May’03 Subject Matter Expert
Jun’03 - Oct’04 Team Lead
Nov’04 - Jan’06 Group Leader( Assistant Manager)
Feb’06 – Jan’08 Senior Group Leader(Deputy Manager)
Feb'08- May-11 Manager
June'11 Till Date Senior Delivery Leader(Senior Manager)
EDUCATION:
 Post Graduate Diploma in Business Administration( Specialization Finance),2011
 B.Com from Delhi University,passed in 2001
 Completed 12th from Don Bosco School New Delhi in 1998
TRAINING
 Coaching& Counseling
 Time Management
 ClientManagement
 Mid-Level Leadership Development Program
 Six Sigma
 Transition