Parikshit Raste

Parikshit Raste

Senior Manager, Service Delivery and Client Relationship

  • Pune Area, Mahrashtra, IN Maharashtra
  • parikshit.raste@gmail.com 
  • +91 787 555 0879

Summary

A highly accomplished and driven senior leader with extensive experience directing and guiding the growth of prestigious organizations. Strong and decisive operations and customer service leader with excellent analytical, organizational, team building and planning skills. Derives genuine pleasure from transforming high-potential staff into outstanding leaders demonstrating the creativity critical to financial and operating success. Superior work ethic with the ability to identify areas of strengths and weaknesses to devise solutions. Recognized as a dynamic project manager with the ability to deliver complex projects on time and under budget while exceeding expectations. Detail-oriented self-starter with outstanding oral and written communication, interpersonal, time management and presentation skills.

Selected Highlights

  • Effectively led a project to improve the resource spread in off shore locations to 60% with projected business savings of $2M
  • Achieved all business objectives by developing innovative processes and executive dashboards to steer the business towards enhanced performance
  • Drove increased client satisfaction, client retention (currently at a record 97%) and COS margin by reducing operating cost through people, process and tools/technology while ensuring service delivery excellence for the national account business process outsourcing, BPO and clients
  • Secured additional business and services of over $1.25M through strong client relationships
  • Proactively implemented measures to retain employees, resulting in improved retention from 65% in 2008 to 82% in 2009

Core Competencies

  • Team Coaching/Mentoring
  • Account Management
  • Client Retention
  • Multi-Tasking/Prioritization
  • Process Improvements
  • Technical Expertise
  • Dashboard Planning/Development
  • Operations Management
  • Client Relationship

Work History

Work History

Senior Manager, COS Service | Business Optimizations | Leadership Development | Resource Management

ADP Pvt Ltd, Pune, IN
Mar 2015 - Present
    • Promoted to positions of increasing authority and responsibility due to exemplary performance and strong management abilities
    • Fully assist in planning and developing senior executive dashboards for an all in one view of the business health across all parameters
    • Successfully optimize the utilization of key tools and resources to increase client satisfaction
    • Effectively lead a project to improve the resource spread in off shore locations to 60% with projected business savings of $2M
    • Strategically plan, develop and deploy leadership trainings and development programs aimed at creating leaders capable of taking on client facing roles representing the company
    • Achieve all business objectives by developing innovative processes and executive dashboards to steer the business towards enhanced performance
    • Correctly identify, coach and mentor talent via streamlined development programs
    • Responsible for hiring talent from the market to build a strong and sustainable leadership pipeline

                  Senior Director, Service Delivery and Client Relationship

                  ADP LLC, Atlanta, GA | Lynnwood, WA (USA) | Pune, IN
                  Nov 2012 - Feb 2015
                  • Selected for a 1 year leadership development program based in the U.S. offices
                  • Directed the operational oversight and management of contracted deliverables for 9 complex multi-service clients in the company’s COS business
                  • Drove increased client satisfaction, client retention (currently at a record 97%) and COS margin by reducing operating cost through people, process and tools/technology while ensuring service delivery excellence for the national account business process outsourcing, BPO and clients
                  • Productively managed team performance to ensure demonstrated product expertise, effective client support and a focus on client relationships
                  • Secured additional business and services of over $1.25M through strong client relationships
                  • Responsible for leading 4 senior managers and over 45 associates in COS across multiple global locations while monitoring for top productivity and efficiency
                  • Maximized profitability through superior customer service, effective and prompt communication and follow-up on all pending matters with the customer
                  • Utilized superior communication skills to motivate staff and develop effective working relationships with peers, executives and clients
                  • Provided comprehensive assistance in planning and budgeting for future expenses
                  • Managed 45+ employees and developed a team focused on customer service and results
                  • Handled escalated customer concerns/complaints and devised creative solutions to ensure customer loyalty

                  Manager/Deputy Manager/Assistant Manager, Managed Payroll Operations

                  ADP Pvt Ltd, Pune, IN
                  Apr 2009 - Nov 2012
                  • Served as an operational leader responsible for COS global shoring plan development and execution
                  • Functioned as a key contributor in building a client facing payroll team based in India from scratch, recognized as the first in this segment in the organization
                  • Led all aspects of a successful migration and expansion of an innovative U.S. payroll process
                  • Assumed responsibility for process mapping and imparting training to team members on the process along with guiding, training, monitoring and improving the operational efficiency of 10 direct reports and over 90 in-direct reports supporting clients
                  • Handled 13 client accounts (U.S.) simultaneously while ensuring customer loyalty and retention
                  • Coordinated and contributed to the rendition of U.S. payroll, time and attendance, benefits, human capital management and contact center services
                  • Drove the operations team to perform in compliance with established KPI’s and service level metrics
                  • Liaised with client executives and vendors to organize and deliver services in line with strategic organizational goals and objectives
                  • Meticulously assessed and aligned payrolls before and after processing while also handling critical and upgraded payroll calculations such as additional compensation, severance, reimbursements and vacation and termination payments
                  • Thoroughly evaluated all practices, procedures and policies of the department and proactively restructured them to improve overall operational efficiency
                  • Developed and cultivated strong business relationships within senior leadership levels of the assigned client base
                  • Fully understood strategic initiatives and requirements to deliver increased value through the client life cycle
                  • Correctly identified opportunities and made recommendations for efficiency improvements
                  • Leveraged technology to enhance the management of client information while demonstrating the return on investment
                  • Facilitated executive round table and user group events to promote networking and best practice opportunities for existing accounts
                  • Provided comprehensive assistance in planning and budgeting for future expenses

                  Assistant Manager, ADP Benefits

                  ADP Pvt Ltd, Hyderabad, IN
                  Jul 2007 - Apr 2009
                  • Provided comprehensive assistance to a team of 38 FSA (flexible spending account) professionals while coordinating with key stakeholders to implement the process without bottlenecks
                  • Accurately identified key training needs, coordinating with the training team to create a well-structured training program to address those needs
                  • Took the initiative to develop a strong knowledge of all ISMS and SAS70 requirements
                  • Established and implemented crucial strategies for streamlining the service center to comply with regulations
                  • Developed and integrated a strategic employee engagement plan while also compiling a critical succession plan
                  • Proactively implemented measures to retain employees, resulting in improved retention from 65% in 2008 to 82% in 2009
                  • Successfully streamlined the WEBCARE process, resulting in zero backlog and improvement in quality from 92% to 97%
                  • Effectively handled a complex project to reduce AHT from 9 minutes to 7.30 minutes within 6 months

                  Management Trainee

                  Genpact LLC., Hyderabad, IN
                  Aug 2001 - Jul 2007
                  • Assumed the role of a collections manager to handle an 18-member accounts receivables team servicing 550 accounts
                  • Closely monitored the productivity of multiple teams across various locations while also liaising with legal counsel for resolving contingencies
                  • Actively participated in weekly meetings with business leaders and sales VPs to brief them on operations performance
                  • Productively handled a variety of client complaints, resolving them expeditiously
                  • Coordinated with support functions on key process improvement strategies
                  • Strategically recruited and trained team members ensuring the complete understanding of their responsibilities and company policies
                  • Leveraged dashboards to compile and present reports to senior management on revenue, asset tracking, reserve movement and credit risk analysis
                  • Played an instrumental role in the segment reaching a reserve movement of U.S. $332,456

                   

                  Education

                  Education

                  Diploma in Hotel Management (3 year)

                  Institute of Hotel Management, Hyderabad
                  2001

                  Hospitality Management, with focus on building client relationship and delivery stellar customer service.

                  References

                  References

                  References will be provided upon request