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Sanket Nene

@sanketnene

Assistant Operations Manager at Willis Towers Watson managing UK pension administration, a team of 30, and service quality.

India

Message

At Willis Towers Watson, I manage end-to-end UK Pensions solutions and a team of 30 Pension Administrators. I also look after service-level measures including turnaround time and quality.

I support people through appraisals and work to minimize attrition. I’ve also mentored new leaders in their roles.

At ReachLocal India, I drove performance against digital marketing and website support service levels while ensuring high ROI for clients. I also set up, transitioned, and managed two pilot processes end-to-end.

At WNS Global Services, I managed a 120-FTE Utilities process and set up and managed a WebChat pilot end-to-end. Earlier, at IBM Daksh BPS Pvt Ltd, I helped customers with online buying and selling, billing complaints, and online payment issues.

Experience

Work history, roles, and key accomplishments

Current

Assistant Operations Manager

Current

Willis Towers Watson

Mar 2022 - Present (4 years 7 months)

Managing end-to-end UK Pensions solutions and a team of 30 Pension Administrators. Overseeing SLAs like TAT and Quality, conducting appraisals, and mentoring new leaders.

Pension Administration Team Management SLA Management TAT Quality Assurance Appraisals Mentorship

Media Operations Leader - Website Support, Digital Marketing

ReachLocal India

May 2017 - Mar 2022 (4 years 10 months)

Driven performance to meet SLAs including Cost per Lead, Cost per Click, Click Through Rate, and Keyword Quality Score. Ensured high ROI to clients and ideated process improvements to enhance efficiency and client experience.

Digital Marketing SLA Management CPL (Cost Per Lead)Pay Per Click Click Through Rate Quality Scores Process Improvement Client Experience ROI

Deputy Manager Operations (Customer Service)

WNS Global Services

May 2009 - Apr 2017 (7 years 11 months)

Managed a Utilities process of 120 FTEs and met process SLAs including Quality, Productivity, CSat, NPS, FTR, and AHT. Managed process budget, controlled costs, and ran incentive programs for employees.

Budget Management Process Improvement Incentive Programs Customer Service Team Management SLA Management Quality Productivity CSAT NPS FTR AHT

Sr Executive Operations (Customer Service)

IBM Daksh BPS Pvt Ltd

Oct 2006 - May 2009 (2 years 7 months)

Assisted customers with online buying and selling procedures, handled billing complaints, and prevented online fraud by following SafeHarbour and CommunityWatch guidelines. Coordinated with payment gateway merchants to resolve online payment issues.

Customer Service Online Transactions Billing Fraud Prevention Gateway Coordination