JITIN NARANG
Hillside,Australia
Summary
Seeking senior level assignments in Operations Management / General Management with a reputed organization. Dedicated Operations Manager and effective leader who excels at using proven methods and cutting-edge technology to successfully cut costs, streamline operations and increase productivity. Industry Experience: Retail / Real Estate / Telecom/ Energy/ Lending and Insurance for Global Market
An astute professional with over 20 years of experience in Australian, Indian ,UK and US Market in- Profit Centre Operations, Business Development, Team Management, Key Account Management, Business operations, channel Partner Management and Strategic alliances.
Overview
16
16
years of professional experience
Work History
Sales and Retention Manager
More Telecom and Tangerine
09.2022 - Current
- Lead a team of Phone based consultants for customer retention and Sales in B2B and B2C segments
- Customer engagement and life cycle management
- Developing new strategies based on customer feedback and churn reasons and reduction
- Develop a retention and base management strategy for customer satisfaction
- Managing Channel Partners
- Train and develop Retention team on processes, requirements and call centre skills
- Working closely with all departments for feedback and change management -Customer service, Provisioning, Tech support and Voice team
- Working on New aspects in CRM for automation for customer satisfaction
- Support the strategic development and delivery of our newly established general advice capabilities
- Working with Quality and Training team to implement changes or new product /guidelines
- Working with Channel Partners and Internal Sales team for end-to-end sales
- Reliable subject matter expert for your team and when working with our other teams such as Product, Risk & Compliance or Ops
- Working closely with Internal stake holders of the business for company goal and targets
- Implementation of plans for coverage, target prospects, customer footprint, partner coverage, marketing campaigns, etc
- With Marketing Team
National Sales Head
Mindlabz Pty ltd
10.2015 - 08.2022
- Work with practice group and practice area leaders, partners, and marketing leadership to develop and implement marketing goals, initiatives, and strategies to support business development
- Developed compliance protocol and integrated compliance software into sales campaign
- Created on boarding process and sales training program
- Developed and implemented a contract renewal program focused on increasing retention 30% YOY
- Managing and training call centre teams for customer service and sales both Melbourne and Overseas for team size of over 500 specialists
- Managing a sales team of 10+ Business Development executives for B2B solutions
- Developed process improvements, sales coaching and training, product management, relationship networking and sales strategy implantation
- Optimized the overall customer experience
- Recruited, hired and trained new call centre employees for identifying project tasks and resource requirements, developing full scale project plans including forecasting, budgeting and strategy planning
- Help create strategies and manage responses to RFPs, customized sales scripts and business development presentations
- Identifying cross-selling opportunities within existing practice group
- Annual business and budget-planning processes and managing follow-up throughout the year
- Coordinate with external stakeholders (including members and vendors) to ensure project delivery.
Assistant Manager Marketing
Wealth Partners Australia
09.2013 - 09.2015
- Responsible for obtaining profitable results through the sales / call centre team by developing the team through motivation, counselling, skills development and product knowledge development
- Streamlining processes and systems wherever possible
- Responsible for managing the sales team, developing a business plan covering sales, revenue, and expense controls, meeting agreed targets
- Assist in the development of the annual marketing plan
- Working on historical data, market trends, competitive activity, promotional strategy
- Responsible for the planning, recruitment, direction, organization and control of sales managers and sales representatives to accomplish specific objectives.
General Manager-Operations
Religare Technova Business Intellect Ltd
01.2008 - 01.2011
- Efficiently managed a cross-functional team of 1500 personnel in the Financial Services, Travel and Telecom domain across the regions of Delhi, Noida, Bangalore and Mumbai
- Initiated and led the ISO 9001 and ISMS Certification till the final stage
- Successfully got new branches set-up and running in Mumbai, Noida and Bangalore
- Achieved High Client Satisfaction Rating by 95% retention
- Started HRO vertical with 3 new clients
- Launched KPO division of the company
- Actively involved in record breaking growth for company and increased the capacity from 140 seats to 1000 seats in 11 months
- Secured 19 new clients within a span of 10 months for BPO.
Education
MBA - Marketing
Symbiosis
01.2005
Bachelor of Commerce (Honors) -
Delhi University
01.2002
Skills
- Sales Management and strategic planning
- Call Centre Management-Sales, Cross selling and Retention
- Business Development and Client Acquisition
- Process improvement strategies and account management
- Operational Excellence
- Productivity improvement specialist
- Contract and Sales management
- Systems implementation
- Client relationships and contract negotiation
- Advanced Microsoft user
- Management software's -CRM, SALESFORCE, SMARTSHEET etc
- Analytical review and reporting
- Project transition-CAF, API Integration and Sales delivery
- Daily management reporting
- Budgeting and cash flow management
- Time management
- Cross-Functional Teamwork
- Customer Relationship Management
- Project Planning
Accomplishments
- Top gun Sales Award 2004
- Best Team Leader 2006
- ISO Participation Certification 2010
- Customer Service Champ 2011
- Best Sales Manager – Financial Planning 2014 and 2015
- Operational Excellence Award 2018 and 2020
References
Referees Available on request
Timeline
Sales and Retention Manager
More Telecom and Tangerine
09.2022 - Current
National Sales Head
Mindlabz Pty ltd
10.2015 - 08.2022
Assistant Manager Marketing
Wealth Partners Australia
09.2013 - 09.2015
General Manager-Operations
Religare Technova Business Intellect Ltd
01.2008 - 01.2011
MBA - Marketing
Symbiosis
Bachelor of Commerce (Honors) -
Delhi University
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