Mar 2023 – Sep 2025 · 2 yrs 6 mos · Mumbai, Maharashtra, India · On-site

• As President, managing overall Operations, Customer Service & delivery portfolio. Lead team of 3000 professionals and 19 direct Senior resources.
• Created COE- operations, Sales, Service, product.
• Managed end end accounting, client servicing, taxations, laws (India & US)
• Actively played lead role in merger & acquisition
• Worked across industry segments, small? Medium & large entities. Including their fillings, accounts, audits, investments, finances, operations and workforce management,
•  Multiple - multi-year, multi-location vendor partner engagements; Institutionalizing processes, establishing robust control.
•  Engagements - Scoping, Reorg, Evaluation, Contract formulation, Negotiations, Transition /
• Implementation and Governance
•  Productivity and Efficiency 15% yoy along with OpEx Savings on budgets and casual factors.
• Giving hands on experience on 4 pillars :-
• 1) External Representation: Acting as the public face and primary spokesperson for the company, representing it at public events, conferences, and in public statements.
• 2) Resource Allocation: Deciding how to allocate capital, personnel, and time to achieve business objectives.
• 3) Corporate Governance: Ensuring the company adheres to legal, regulatory, and ethical standards.
• 4) Innovation and Growth: Championing innovation, driving sustainable growth, and identifying new business opportunities for expansion

Feb 2015 – Mar 2023 · 8 yrs 1 mo · Mumbai, Maharashtra, India

• Managing- Sales, Business, Operations and Customer Service, taxation, finance, audit portfolio. Lead team of 15000 professionals and 21 direct Senior Management resources.
•  Leading & Executing development organizations short- and long-term strategy.
•  Service & P&L Management- Gross 25000 Cr Top Line & Net Bottom Line 310Cr. To monitor and maintain the P&L health and productivity of the organization by managing a range of responsibilities, including setting agendas to top leadership. Drive profitability through effective management while setting priorities that will ensure long-term business success in both short-term goals as well as future planning stages.
•  Created COE- Sales, Service, product, IT and Functional Ownership business models
•  Multiple - multi-year, multi-location vendor partner engagements; Institutionalizing processes,
• establishing robust control.
•  Regular Engagement with Vendor Partners (Services), Fin-tech Start-ups (Products)
•  Engagements - Scoping, Reorg, Evaluation, Contract formulation, Negotiations, Transition /
• Implementation and Governance
•  Productivity and Efficiency 15% yoy along with OpEx Savings on budgets and casual factors.
•  Phone Banking (3300 Seat) Multi Channel/Lingual/CTI/Dialer/Routing/WFM
•  CRM implementation-Optilive/I-heat, De-dupe Application/One office/One Number solutions/POS
•  Survey/channel promotion/usage/revenue generation to Enhance Service Quality
•  End to End digital channels execution- deployment/usage/revenue and vendor optimization
•  Budget/ spend - Multi-million; multi-year & Digital Channel along with Mobile Banking & Web
•  Impact -efficiency / cots saved / headcount reduction etc - Operational Efficiency / Commercialize,
• Risk Mitigation, Business Facilitation, Job Enrichment / People Strategy, Non-core / Resource
• rationalization, Alignment with Target Operating Model

Jun 2011 – Jan 2015 · 3 yrs 7 mos · Mumbai

• Accountable for providing hands on leadership across areas of operations, Technology, Project management, business analysis, sales along with P&L accountability. Focus on key matrices i.e. Delivery, Service, Operations, MIS/Dashboard, Monitoring and Process Automation, for all the new and running Verticals for the Organizations. Responsible for Budgets, Casual Factor Analysis and Rolling Forecast and reviewing the Weekly / Monthly units specific MIS for all verticals respectively i.e.
• Operations and Technology- Customer Service, Delivery & Satisfaction Review
• Sales, Business Planning and Financial Review
• Transition-Project Planning
• taxation, accounting, fillings, federal, state, Risk, Audits & Compliance
• Partnering with Business, audit, product, Policy Servicing, Finance, compliance, risk management and Resolution Centre & Customer Redressal to discuss operational issues and facilitate communication and a strong working relationship amongst teams. Identification of service failures at initiating Service/sales Improvement Plans where required and liaising with Project Delivery to determine forthcoming projects will rectify the issues identified.

Dec 2006 – Jun 2011 · 4 yrs 6 mos

• Head for Customer service, Operations, Project and Direct Banking Channels and Service Quality Management.
• Strategic Leadership
• Setting Vision and Strategy: define the long-term goals and overall direction for the company.
• Strategic Planning: develop and implement business strategies to achieve these goals.
• Operational Oversight
• Managing Operations: oversees the overall operations and resources of the company to ensure efficiency.
• Resource Management: They are responsible for allocating and managing the company's financial and human resources.
• Risk Management: They assess and work to minimize risks to the organization.
• Financial Stewardship
• Budgeting and Finances: responsible for creating the company's budget and managing its financial performance to maximize profitability.
• Team and Stakeholder Management
• Leading the Executive Team: lead, motivates, and develops the senior executive team and other employees.
• Reporting to the Board: They serve as the primary communication point between the board of directors and the company's operations.
• Building Stakeholder Trust: This includes managing relationships with investors, the government, and the public.
• Public Role
• Company Spokesperson: acts as the main public face of the company, interacting with the media, speaking at conferences, and issuing public statements.
• Culture and Compliance
• Upholding Company Culture: responsible for developing and maintaining the company's culture and mission.
• Ensuring Legal Compliance: ensure the company operates within legal and regulatory frameworks.

Nov 2006 – Dec 2008 · 2 yrs 1 mo

• Head- Alternate Channel, Customer Service & Delivery, Call Center, ATM, Net, Mobile, Service Quality, Project & Key Planning

Feb 2006 – Nov 2006 · 9 mos

• Client Relationship, Transitioning, Operations, Floor Management, Service Delivery, Contractual Requirement
• Handling a team strength of 200 employees, which comprises of Process leads/ Managers.

Jan 2003 – Feb 2006 · 3 yrs 1 mo

• Operations, Service & Delivery, Capacity Planning for India
• Manage a team of 6 managers to ensure operational capabilities are scaled up.

May 2001 – Jan 2003 · 1 yr 8 mos

• Budgeting & Forecasting, Transitioning, Operations and floor management, Quality Enhancement, Six Sigma
• Went on O.J.T. (On job training) TWICE to USA and transited the process from there.
• Cleared transition successfully and was promoted as PROCESS DEVELOPER.

Sep 1998 – Jan 2001 · 2 yrs 4 mos

• Business Operations, Sales, FOS Planning, Revenue and Forecasting, Training, Hiring and People Management
• Setting up processes to bring about improvement in customer experience & productivity.
• Hiring and Recruitment.
• Discussing and Meeting Daily sales Target.
• Discussing IDP (Individual Development Plan) with team members.