Anirban

Anirban Basak

Strategic Leader
anibas700@gmail.com

Results-driven Senior Leader, with 23 years in global business build-out, PMO, business operations delivery (services, platform, product), creating leaders and delivering Q-on-Q profitable outcomes, across digital and industry service lines

Critical experience across business functions especially in the past 10 years: Outsourced site / center management (+1500 people), setting up and enhancing business management and delivery frameworks, finance governance, Board-level and stakeholder governance, developing and implementing people-focused frameworks, procurement, site performance management

  • Set up / executed global delivery models in start-ups + large organizations, and across 3rd party, captive and shared
  • services / GBS frameworks (both Public and Private, including JV structures) ; have set up POC and Pilot operations
  • across India, US, Manila, Colombo, Kuala Lumpur, Singapore
  •  Extensive experience managing in-house, outsourced and vendor partner operations including contracting
  •  Have delivered results against contractual SLAs, EBITDA targets and Q-on-Q profitability, delivering top CX, business
  • outcomes and enabling growth for clients and shareholders across geographies
  • Current direct reports are professionals at AVP and VP levels (with 15 – 20 years’ experience)
  •  Extensive experience working with global cultures and people – global reporting manager, direct reports, peer group,
  • and worked in matrix environments ; managed large teams (span of control managed 500+ upto 3100 people)
  •  Focused on well-being and resilience of people; known for high EQ
  •  Strong implementer of high-impact culture
  •  Role model for integrity – for me, integrity is binary
  •  Clifton strengths: Woo, Communication, Positivity, Ideation, Strategic, Individualization
  •  Skilled at having crucial / difficult conversations with people, and in practicing critical feedback

Entrepreneurial DNA, Prudent fiscal Manager – focusing beyond the obvious to harness opportunities and fuel growth for clients, shareholders, people and the society

Linkedin Id: https://www.linkedin.com/in/anirbanbasak/

2009-10

  • IIM Calcutta – MBA (2009-10) – Senior Management Program in General Management (SMP05)

1995

  • IIT Roorkee – M.Tech – Geotechnical Engineering. 1995

1999

  • TQM & Marketing Mgmt Diploma from AIIMAS, Chennai (1999)

2012 and1997

  • BSI and CII-Certified internal auditor for ISO9000 (2012 and1997)

Bsc. Hon.

  • Bsc. Hon. Graduation and Schooling from University of Delhi / CBSE New Delhi

Diverse Exposure in Program mgmt., operations, solutioning, business strategy and execution across Accenture, Enel Group, Computershare India JV, WNS, Cognizant, Wipro, Pearson, others

Customer insights operations KPO and Analytics Financial Services Insurance and Healthcare Hi-tech, Digital Media operations
Customer experience management Digital campaign analytics – campaign performance and advertiser solutions Fraud management, risk and payments processing Claims processing, subrogation, revenue cycle management, payer claims audit, fraud management Content design and production planning, multimedia script design and development, Trust and Safety advertising ops, platform integrity ops, content moderation
Sustainability and environmental reporting Energy reporting (GHG emissions, carbon reporting) Claims analysis churn analytics, Pharma KOL reporting, sales & marketing analytics Registry/Transfers operations, Employee plans, Dividends, corporate actions, Investment bank sales support (charting and knowledge assets processing) Acute care and critical care solutions Audience network and malvertiser investigations management
Billing services, meter reads processing, New solution development, contract management Social media thematic research, social media listening operations Contracts and pricing review ops, legal case analysis, Finance and accounting (except FPnA), AP automation Clinical Data management, Pharmacovigilance, regulatory affairs and e- submissions, Sales/Mktg analytics Studio marketing and finance operations; automation Ad Sales and revenue assurance operations, platforms operations, publisher learning product design; product localization

(Horizontal service delivery across industries) Customer success, CX, Finance and consultative sales operations across industries

Delivery Excellence:

Delivery Excellence: Operations, Practice management and Business Finance

Assuring $ velocity: have turned cost centers to profit centers ; Reduced cost to serve by 8 -15% consistently y-on-y Pricing models and contracting negotiations with partners and vendors : BPO/KPO services and platform development contracts, essential services and infrastructure management contracts; Budgeting for 3-year and 5-year plans Contracting and vendor partner operations, procurement, vendor operations planning and control: capacity, volumes and performance management

Exponential growth delivered: delivered 15x growth in 7-10 months at Accenture ; ground-up operations 0 to 300 FTE in 3 months, and thereafter 300 to 1500 FTEs in 4 months in Accenture ; profitability @ 15% higher than target, 2017 – 2019

Scaled operations from 50 to 500 FTEs in 9 months, across geographies for Global Top-3 clients at Regalix, Inc.: moved from a cost center to profit center within 10 months, 2015 – 2016 Extensive experience building out greenfield sites and accelerating business growth in the past 7 years at Computershare, Regalix, Accenture and Enel (Customer Insights, consultative sales, Hi-tech, Media, Financial services and digital platforms businesses)

Delivered ++profitability through razor-sharp focus on Day-to-day operations and site performance – managed +3000 people, and P&L of >$150mm contracts TCV ; led cross-functional teams for global projects : members from Operations, domain experts, customer success, Engineering / IT services, automation enablement, Quality, Business Excellence and HR

Revenue growth delivered from start-up to $1.2 mm Year1, in only 7 months of new set-up; Year2 at +$3 mm – set up Global delivery across India, Philippines, Costa Rica at Co. 1 ; 140% growth in new business – shared services in 18 mths (TCV $104 mm) at Co. 2 ; 80% growth in KPO business (TCV $ 110 mm) at Co. 3

Key Business Functions managed:

Key Business Functions managed: Strategy, Program management, people excellence and Human/systemic Change Management, Risk & Compliance

Created and executed global business strategy, driving organic and inorganic growth; through effective Board-level Governance, collaboration, expectation management ; Running the Program Management office for global programs through effective governance, transparency and reporting frameworks

Managed Business and IT programs end-to-end: Design → Planning → Transition→Operations for outsourced businesses ; Owning up pre- sales & solution exercises / workshops / due diligence for creating new service lines – both product operations and service operations

Created and implemented site performance scorecards, people scorecards ; Co-created talent engagement, development and rewards programs across sites

Have lived through 3 M&A situations: exposure to cultural rationalization and enhancement post-merger, living through an integration and adapting to the new culture, and building on it Built a performance-driven, outcomes-driven and growth culture in a set-up which had little focus on operations excellence Stakeholder and change management across organizations ; Managing set-up and implementation of new delivery sites

Round-the-clock risk & compliance manager, across sites Creating and maintaining advisor and industry consultant relationships

Diverse Learning Across Organizations

Enel X India (part of Enel Group www.enel.com), May 2020 – present, Mumbai : Director & Strategic Partner Management & Relationships Lead – Global Financial services and Digital Platform Ops ; leading teams in India, Brazil, UK, USA, AUS; at 3 levels below the Group CEO

  • Running for energy bill finance operations: billing, procurement, spend analytics, sustainability, strategic sourcing, energy reporting, advisory, customer contact, relationship management and CRM ; Q-on-Q profitability/EBITDA above target
  • Accountable for new capability development, client SLAs, CSAT, P&L, employee SAT, $ under investment, outsourced vendor performance management
  • OKRs include new wins (shared with Sales), cost management, data integrity on the platform, operations site performance ; cost (Euro/bill) below budget (Green OKR)
  • Running x-site cross-functional strategic projects– global task force for innovation
  • Accountable for weekly/monthly/quarterly business reviews and revenue analysis – Owning up the total cost, budgets and revenue assurance
  • Implemented 2 strategic sourcing exercises for Technology + ops outsourcing (ran due diligence and identified outsourcing partners, contracting & SLA mgmt.)
  • Planning and implementing annual operating and 3 year / 5 year strat plans

anirban ishu tayal Ranganathan

Accenture, Feb 2017– April 2020, Mumbai & Hyderabad : Vice President Delivery/Site Lead– managed Span +3000 across HYD & Mumbai ; Senior Leadership role ; P&L $150M+ TCV

  • opsglobal24x7–Site Lead, managed 2 sites at Hyderabad and MumbaioperationsDigital MediaAs for Accenture’s Top-3 client (among the most powerful brands on the globe)
  • Accountable for site performance (#1 site in 2017-18 for effectiveness/efficiency globally; highest recall, precision across vendors)
  • End-to-end site management: effectiveness, compliance, projects, governance
  • Set up a greenfield site (1500 people in 7 mnths incl ramp and BAU) – 2017 Nov to 2018 June for a Global Top-3 client; best performing site across vendors
  • Owning risk and payments, fraud investigations and platform integrity ops
  • Partnering with global stakeholders for business value creation and growth – co-creating and leading projects for global insights and automation, along with the clients

Regalix, Inc., 2015 – Jan 2017, Hyderabad; Director Digital marketing Operations and Center Head – Hyderabad ; Global Leadership role, reporting to the COO

  • Business Head and Location Leadership or global client programs
  • Accountable for running very niche and “no-surprises” revenue assurance and sales, digital marketing, account management ops for global Top-10 across NA, EMEA and APAC
  • Location P&L owner for the overall Hyderabad Center (two independent sites)
  • Stakeholder management and governance excellence, contract negotiations
  • Developed people frameworks – perf mgmt., career planning, communications mgmt
  • Scaled up the site from a cost center to profit center –7X growth in 14 months
  • Cost optimization at the site level – infrastructure, technology and cross-skilling
  • Building new knowledge-enabled practice/revenue streams

Computershare India JV (KCPL, a JV entity), 2014 –2015, Hyderabad; Head – Global Program Management & Solutioning; reporting to the COO

  • Leading program management, solutions and new capability development for multi-tower opportunities across Computershare – for US, Canada, AUS, UK operations
  • Working with Global Computershare Management team (Country Heads and PMO Leads) to envisage new business solutions and roadmap
  • Set up new Knowledge-led LOBs: Legal analysis, claims, plans and mortgage KPO
  • Traveled onshore (US and UK) to secure new business acquisition – workshops with stakeholders, creating implementation roadmaps and transitioning work
  • Delivering through a strong operations delivery and compliance framework

Other organizations where made a difference: Cognizant, Zensar Technologies, WNS, Wipro

Personality traits: Inquisitive and curious, active listener, learner and eager to teach back, passionate traveler, excited to solve problems

Panel member in conferences on well-being https://www.linkedin.com/feed/update/urn:li:activity:6703348667673399296/

Author – focusing on building resilience and best practices https://www.linkedin.com/feed/update/urn:li:activity:6699263282810818560/ https://www.linkedin.com/feed/update/urn:li:activity:6703809043611422720/

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