Rajiv Desai
Rajiv Desai serves as the Global Service Delivery Head at 1Point1 Solutions, with a specialized mandate for the Banking, Financial Services, and Insurance (BFSI) sector. In this capacity, Mr. Desai oversees the company’s large-scale delivery teams globally, ensuring that operations remain strictly aligned with client business outcomes and complex regulatory requirements. He acts as a critical bridge between strategic client intent and on-the-ground operational execution, managing delivery frameworks that span multiple geographies.
With decades of experience in Customer Experience Management (CEM), Mr. Desai has established himself as a subject matter expert in managing complex operations and high-stakes transitions. His leadership is defined by a structured, data-driven approach to delivery, making him a key partner for clients who require reliability and transparency in their customer operations. He is also a primary stakeholder in "solution defense," frequently leading presentations that demonstrate how 1Point1’s operational architecture can solve specific client challenges.
As the leader of Global Service Delivery, Mr. Desai’s responsibilities encompass several strategic areas:
- Global Delivery Leadership: He directs the operational performance of large teams serving international financial institutions, ensuring seamless service continuity across time zones and delivery centers.
- Operational Compliance & Governance: He enforces rigorous Standard Operating Procedures (SOPs) and compliance frameworks essential for the BFSI sector, mitigating risk while maintaining high service velocity.
- Performance Optimization: He champions the use of digital tools and real-time analytics to monitor Performance Metrics and Service Level Agreements (SLAs), driving continuous improvement in process efficiency.
- Client Transition & Strategy: He leads critical phases of client onboarding and process migration, ensuring that complex transitions are executed with zero disruption to the client's end customers.
Mr. Desai’s deep industry understanding allows him to navigate the nuances of the financial services landscape effectively. His focus on "process-first" leadership ensures that 1Point1 delivers not just volume, but value, helping clients build resilient, high-quality customer experience operations that stand up to global scrutiny.