Vikash Mungur
Senior Manager > Front Office Customer Operations| Project Management | Sales | CRM | Insurance | People Retention
--Vacoas, Mauritius
UK(Native) & Mauritian
Valid Driving license
Married
ABOUT ME
LATEST WORK EXPERIENCE – 2010 to 2024
Recognized for my strong leadership skills,
strategic mindset, and ability to excel in
dynamic and fast-paced environments, I am
a results-driven professional with a proven
track record of driving performance
improvements within the BPS sector. With
23+ Years of relevant work experience can
leverage strong interpersonal skills to
motivate & empower staff with clear
expectations and objective settings to
achieve or surpass set targets.
I possess a proven track record of driving
operational efficiency, maximizing
profitability, and achieving year-on-year
growth whilst managing multiple clients
simultaneously. I am known for being
a strategic thinker with strong operational,
financial, and leadership skills, and enabling
team members to make informed decisions.
I am at ease with client relationship
management, process optimization,
transformation, and people management
across multiple lines.
I have strong project management skills, and
I can handle multiple initiatives
simultaneously, lead project integration
teams, and meet strict deadlines.
CAREER AMBITION
As a career-driven person, I always look
forward to pursuing a new challenge that
will enable me to contribute significantly to
the dynamic business landscape of
Mauritius and concurrently grow and
nurture the future generations of leaders of
tomorrow.
Work Preference
Dec 2019 – 2024 Accenture Operations Senior Manager
Managing various capabilities for several multinational clients within
the Telecommunications, Insurance, and Sales Industry services
offerings, heavily invested in fintech and CSAT.
Promoting continuous focus on operational excellence to strategically
grow the portfolio, ensure consistent profitability, and maintain strong
financial health.
Leading and growing an operational management team comprising of
multiple managers and associate Managers responsible for 450+ staff.
Lead or support digital transformation initiatives, implementing AIdriven automation and analytics tools to optimize processes and reduce
costs where feasible.
Responsible at the Mauritius center level for driving down attrition,
managing retention, center communications & overall governance for
2000+ staff.
Responsible for all incoming projects for new or existing clients as the
Accenture Mauritius QAD due diligence center lead.
Responsible at the Leadership Level as the main inclusion and Diversity
Ambassador for Mauritius.
Dec 2015 – Dec 2019 Accenture Mobilisation Country Lead
As Accenture Country Mobilisation Lead, successfully transformed and
integrated over 30 new processes and systems from Clients to
Accenture delivery center, with minimum impact on day-to-day
operations. Responsibilities included but not limited to developing
comprehensive transition plans, timelines, and strategies to ensure
smooth implementation for:
Contract Management, People transfer, Communications and
Stakeholder Governance, Industry Compliance, Transformation, Budget
Costing, and Knowledge Transfer. Systems Migrations, Service
Management & BCP.
Dec 2010 – Till Dec 2015 TNT Business Solutions Shared Centre
Services - Business Development coordinator.
Responsible for identifying sales opportunities, building relationships,
and implementing strategies to achieve business objectives though Lead
Generation. Tender analysis and follow through, contract negotiations,
leading to project design and execution.
Industries Serviced but not limited to:
o Customer Operations (Front office)
o Telecommunication & Insurance Sales
o Insurance Backoffice/Front office
o Financial Services BPS
o Media Monitoring
o Supply Chain
o Online Gaming
o KYC & Anti-Fraud
Previous Work Experience
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2009 – 2010 – France Call LTD –
Product and Fraud Manager
2001 – 2009 – Bowman International
Sports Limited – Customer service
Supervisor, Audit Officer, Assistant
Business Development Project Manager
2000 – 2001 – IIL LTD: Marketing &
Sales Executive
1999 – 2000 – TV Travel Shop (UK):
Telesales Agent
1998 – 1999 – Bowman International
Sports Ltd: Call Centre Agent
1994 – 1998 – Mauritius Police Force –
Special Mobile Force: Private (Police
Constable- – Alcatel/Mauritius Telecom:
Junior Technician
Post Grad Education
o MBA with Distinction (UOM)
Memberships
o OTAM – Executive Board Member – 2nd
Vice President
Passionate About:
o Challenging the status quo
o Sense of Belongingness in the
workplace
o Rescuing & Saving Stray Cats and Dogs
References
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2.
Charles Cartier – CEO Air Mauritius LTD
Antoine Gremmel – Managing Director
Accenture Mauritius, Prague, Bucarest
3. Angela Oochit – Managing Director
France Call LTD
Contact Details available upon request
CORE SKILLS AND EXPERTISE
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Project Program & Portfolio/Centre Governance
Centre Communications Management
Financial Planning and Forecasting
Operational Framework Design and Implementation
Revenue and Growth Profit/Cost Management and Reduction
Process Standardization & Transformation Management
Productivity efficiency gains Management
Transition Management & People Transfer
Company Acquisition, Integration & Change Management
Managing Attrition and Retention at Centre Level
Managing people working on projects on Shift Systems
Cross-Functional Diverse Teams Management
Customer Relationship Management
Sales and Marketing
Risk & Compliance Management
Service Management/SLA&KPI Management
Training (Certified Master BPS Trainer)
Recruitment Management
Online Gaming & Anti Money Laundering Management
BCP Management & WFH Management
A FEW CAREER HIGHLIGHTS
Successfully Led a diverse portfolio of Multinational clients
increasing revenue and decreasing cost. Consistently maintained
year-over-year revenue growth on existing contracts under my
portfolio, ranging between 5% to 20% scope increase, &
profitability margins between 25% to 35%.
Successfully managed operations for Accenture’s Largest European
green field deal, with systems and processes 100% designed and
implemented internally—a 500 million USD contract life revenue
project.
Successfully spearheaded and mobilised the acquisition and
Integration of a new local company in record time- people transfer
300+.
Personally, through lead Generation and CRM, negotiated a new
service offering contract from Australia's largest Media Monitoring
company, and implemented the project in Mauritius.
Personally conceptualised, designed, and implemented new
strategies, Governance, and projects to help decrease attrition,
increase retention and drive a sense of belongingness in the centre.
Personally groomed/trained/counselled staff for their personnel
growth to reach Management Level through promotions (8
Managers).
Led the Mauritius Engagement Program and recognised within the
Accenture Global community as the No 1 performance contributor
with best practises then leveraged over 50 centres.
Managed successfully multiple F&A Transitions simultaneously as
part of shared services incoming projects - spanning over 5
countries and 7 processes.
