Dilraj Anannd

Background

About Dilraj Anannd

As a Business Group Manager with 16 years of experience in various Outsourced & IT enabled service industries, I have developed a reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. I am a competent professional with experience in transition/migration, business operations, backend support operations, banking operations, compliance statistical reporting for insurance & banking domains, supporting underwriters, documentation, technical support in accounting software, customer service for telecom and insurance domains such as Property & Casualty Insurance (Reporting & Financial operations). My experience has given me a complete grasp of key contributions of various functions, including technology, process excellence, recruitment, and training. I am proficient at managing and leading large teams to run successful operations with experience in developing service standards and meeting service levels. My ability to drive effective performance on the floor and command credibility with clients is backed by cross-functional expertise, which makes me an asset to any organization. In terms of my experience in onshore migration, I have transitioned the IPMG process Wealth Management Services for USA Bank U.S.A. to GENPACT India, the Bond Accounting for Insurance Company U.S.A. to GENPACT India, and the Statistical Reporting Process for Insurance Company U.S.A. to GENPACT India and EXL India. I have also remotely transitioned Service Delivery LOB from the United States for Mercer Consulting Pvt. Ltd. India and Customer service for Telecom Business to Accenture Solutions Pvt. Ltd. India. Currently, I work at Frontizo Services Private ltd. as a Group Operations Manager, leading ten team managers with a span of 220+.I am also responsible for delivering client KPIs, including day-to-day service levels, customer experience, quality measures, and compliance measures on a timely basis, developing the operational talent pool, and optimizing the skills of the existing team in partnership with our training teams to upskill them to the next level in line with the agreed framework. In addition, I drive communication and engagement models to ensure all teams understand the performance of the business and feel enthusiastic at the same time, deliver and manage peak trading periods in the e-commerce industry, and manage operational client relationships.