Santosh Bahuguna

Operation Manager (Head Customer Engagement) @Mahindra Integrated Business Solutions Private Limited

Mumbai, IN

Heading the Customer engagement vertical with complete accountability for driving profitable growth.• Client relationship management and ensuring delivery of client’s key performance metrics by MIBS.• Managing Operations, Quality & functional training teams of the vertical.• Ensure client data and review presentations are shared accurately with the client as per defined timelines.• Conduct client reviews to share performance data along with customer VOC, and aspects that influence performance.• Defining and managing, Functional Processes, SOP’s and Policies for the vertical in line with best practices and organizations best interests.• Drive a data driven approach to identify root causes and implement corrective & preventive action plans for problem solving.• Motivating the team and developing new leaders from internal functional teams.• To drive business growth of the vertical by working closely with existing client’s & prospective clients through referrals & networking. Coordinate and manage the entire process from sharing of proposal post understanding Client requirements, managing negotiations as approved by the CFO and COO, agreement sign off with the Client and complete transition.• Share forecast and data with the management to plan and prepare budgets for the vertical to be presented to the Board and Senior Leadership.• Share data and action plan with the Senior Leadership on a regular basis and ensure delivery of budgeted revenue and profits.

University of Allahabad

Graduate , Art- Hindi