Sep 2022 – Dec 2022 · 3 mos · Pune, Maharashtra, India

• Working as an advisor to the CEO, helping with organizational structures, process mapping and role definitions. Building the base for the next growth journey and IPO

May 2020 – Jun 2024 · 4 yrs 1 mo · Singapore

• Artificial Intelligence (AI & ML) Powered Solutions for Product Development, DevOps & IT teams.

Nov 2005 – Jan 2018 · 12 yrs 2 mos · Pune Area, India

• Managing Director - Accenture Business Services, India & Philippines
• I am responsible for internal facing delivery roles, spanning across multiple lines...Recruitment, Employee Life Cycle Managment, Finance, Client Financial Mgmt, RMS/ People Mobility, Cross Operations, Finance and Global Sales and Operations.
• India Sponsor for People with Disabilities (PWD) and an Ally of the LGBT group - driving towards being a more inclusive workforce.
• Global Sponsor for :-
• Innovation
• Automation
• Robotics
• Operational excellence...
• Direct reports include
• Philippines:-
• Managing Director & Location Lead - Phillipines
• VP - HR Operations
• VP - Finance Operations
• VP - Business Operations
• India:-
• Associate Director - Client Financial Mgmt
• Associate Director - HR
• VP - Finance, RTP & Accounting Services
• VP - Finance,T&E, F&S, RMS
• VP - Lease Accounting
• VP - Cross Ops (OE, Global Projects)
• VP - Global Sales and Operations
• Milestones:-
• Turned around Under performing Projects and deals by completely changing solution to delivery model
• Handling Large Global Team across India and Phillipines
• Also got the opportunity to play a large role in designing the solution architecture and mobilization of the accounts
• Initiated the hiring of a batch of physically challenged resources, mixing business with corporate social responsibility
• Expanded scope of service by creating new offerings
• Awards @ Accenture:-
• Ambassador Award – leading by example and imbibing the values of Accenture
• Diversity Champ – promoting diversity within the organization
• Domino Award – for being the best managed deal across Accenture India
• Retention Award
• Training and Certifications @ Accenture:
• Design Thinking
• Negotiation Skills Workshop
• Leadership Development Program (LDP) with Accenture
• COPC Registered Co-Odinator (certified by QAI)
• Diversity @ Work
• LPI – Leadership Potentional Identification
• T2R – train to retain (certified facilitator)

Mar 2004 – Oct 2005 · 1 yr 7 mos

• The worlds 8th largest ISP and among the top 5 telecom service providers. My responsibility was to manage the Dial & DSL Technical support for the ISP business.
• Setting up processes / redefining processes/ ensuring adequate support is rendered to the operations floor. From setting up support infrastructure to meeting operational needs and client relationship management are some of the key functions that I am responsible for. Besides operations I was also heading the internal process quality team and the training function.
• Benchmarks & Milestones:
• Responsible for 55% of the organizations workforce & 45% of the top-line
• Started the process with an approved ramp of 250 FTE and in three months that number has gone up to 700 FTE (with approvals of 1200 FTE)
• The dial queue rates as the Number One across vendors, followed by the DSL queue at the Number Two position on the Vendor Table.
• As part of setting up processes for efficiency, digitized the Transport routing system & then worked on a mini LMS for the agent pool.
• Cost efficiency – we now provide door to door pick ups at the same cost we did with point to point pick ups. (Thanks to the Transport routing system)
• Worked with Mike Trotter (Executive Director with the Purdue University’s Center for Customer-Driven Quality) to design- develop-implement a plan “The Next 40Hrs” with an objective to streamline and track effective execution of daily operations activities.
• Awards @ Satyam:
• Fastest growing account (Headcount)
• Fastest growing account (Revenue)
• Best Managed Ramp Up
• Best Managed Financials

Nov 2002 – Mar 2004 · 1 yr 4 mos

• The world’s largest Internet service provider and exclusive content provider have setup its call center operations here in India (Bangalore). I was heading the SUBP & Retention portfolio. Responsible for two hundred and fifty people and the queue that manages the future expansion / retention of the member base of the company. Some of my key responsibilities were staffing, employee morale, attrition rates, process workflows, training need identification, retention rates, idle wrap, and client coordination
• Benchmarks & Mile stones:
• Moved the Retention queue from the 8th position to 1st across all the primary metrics.
• Registrations queue – Turned around the queue and made it a success story from a Ramping Down to a Ramping up Process by making it a leader across all metrics (except AHT).
• Rated the Number One AGM team for quality.
• Also restructured and laid down processes for the training function.
• Was roped in from the outside to Lead the Retention Portfolio as a Trouble shooter -- turned it around with an increase of the retention by 50%. This in turn led to a considerable impact on the member churn rate and hence the bottom line.
• Next project was Registration portfolio – brought down Member Acquisition Cost by increasing the conversion rate, sales/hour and developing and implementing a more agent accountable metric RPIH (Registration per interactive Hour).
• Trainings & Certifications @AOL:
• Leading the AOL way, with America Online
• Harvard mentor manager program, with America Online (in association with Harvard Business School)

Jan 2000 – Jan 2002 · 2 yrs

• General Electric is one of the world’s largest diversified groups and GECIS is one of the leading customer service companies in this group in terms of revenue, a relative new company that has managed to achieve the top rank among all other GE companies within a period of 2 years of setting up operations in India.
• Benchmarks & Milestones:
• Continuously encourage & goad the team towards optimum performance.
• Was responsible for managing and driving employee work satisfaction, customer satisfaction and controlling attrition.
• Was responsible for some of the most valued clients : GAP Inc., Disney, Home Shopping Network, Fred Meyers Group, Brooks Brothers, Men’s Wear House, Exxon Mobil and SAMS Club Credit
• Trainings @ Gecis:
• Trained on Leadership by Action program (LBA)
• Six Sigma Training
• Facilitative Leadership skills Workshop (FLSW) with GE (This is a training awarded by nomination)
• Awards @ Gecis:
• Unnati Award - Implementing Cost Saving Methodologies