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Shubit Bajaj

@shubitbajaj

Operations and project delivery manager at Concentrix, managing five client lines of business and leading a 15-analyst Centre of Excellence.

India

Message

At Concentrix, I programme-manage five client lines of business with spans of 100–300 FTE. I own delivery timelines, client alignment, capacity planning, and reporting, and lead a 15-analyst Centre of Excellence.

I also coordinate IT and systems readiness for new business setups, track revenue, cost, and profitability, and prepare action plans and risk mitigations. I design pilots to protect top-line metrics and close audit findings within SLA.

At Rajpriya Emporium, I held full P&L accountability for a retail business, covering budgeting, COGS analysis, pricing, and margin optimisation. I used sales data and KPIs to forecast demand and guide sales strategies.

Earlier, at Concentrix, I led an 80-person span and improved site-level CSAT by 7% and response rate by 18%; I also built a fraud-detection programme. At Aegis, I owned MIS for a telecom account, and at Wipro International (Subsidiary), I progressed from Analyst to SME to Process Trainer and designed SOPs aligned to client requirements.

Experience

Work history, roles, and key accomplishments

Current

Assistant Manager — Operations & Project Delivery

Current

Concentrix

Jan 2025 - Present (1 year 10 months)

Programme-manage 5 client lines of business with spans of 100–300 FTE, owning delivery timelines, client alignment, and progress reporting. Lead a 15-analyst Centre of Excellence and own the decks and narrative for weekly and monthly client reviews.

Programme Delivery Capacity Planning Client Engagement SLA Management KPI Management Salesforce Power BI Tableau Excel Copilot

Co-Owner

Rajpriya Emporium

May 2018 - Dec 2024 (6 years 7 months)

Held full P&L accountability for a retail business with eight- to nine-figure annual turnover, including budgeting, COGS analysis, pricing strategy, cost control, and margin optimisation. Designed and executed sales, upselling, and cross-selling strategies and ran statutory compliance end to end.

P&L management Budgeting COGS Pricing Strategy Cost Optimization Sales Strategy GST Compliance Forecasting

Assistant Manager

Concentrix

Aug 2016 - May 2018 (1 year 9 months)

Led a span of 80 comprising Team Leads, Senior Associates, SMEs, and QAs; owned KPI performance through data analysis and structured action planning, improving site-level CSAT by 7% and response rate by 18%. Built and delivered a fraud-detection and prevention programme, achieving a 14% uplift in detection rate and a 19% reduction in error rate.

Team Management KPI Management Data Analysis CSAT Improvement Fraud Detection Process Improvement Audit Readiness

MIS Project Lead

Aegis

Feb 2015 - Jun 2016 (1 year 4 months)

Owned MIS for a telecom account covering forecasting and scheduling for 450–600 FTE; applied linear regression and trendline analysis to optimise rosters and maintain SLA adherence. Managed client invoicing and revenue recognition and served as primary client liaison.

MIS Forecasting Scheduling SLA Management Client Liaison Data Analysis Revenue Recognition

Analyst → Subject Matter Expert → Process Trainer

Wipro International (Subsidiary)

Aug 2012 - Feb 2015 (2 years 6 months)

Progressed from Analyst to SME to Process Trainer within three years; trained 8 batches of new hires across communication, customer service, problem-solving, and cultural sensitivity. Designed and enforced SOPs aligned to client requirements, improving CSAT and FCR.

Training SOP Design CSAT Improvement FCR (First Contact Resolution) Improvement CRM Salesforce Trio SuGaR