Ranjiv Sharma

CEO

Hyderabad, Telangana, India24 yrs 1 mo experience

Highly Stable

Key Highlights

20+ years in Global CX Strategy and Operations
Delivered USD 3.5M account growth in two years
Certified Six Sigma Black Belt with proven results

Stackforce AI infers this person is a seasoned leader in CX strategy and operations within the BPO and service sectors.

Contact

Skills

Core Skills

Cx StrategyGcc LeadershipBusiness StrategyManagement ConsultingOperations ManagementBusiness TransformationOperational ExcellenceProcess ExcellenceAccount ManagementProcess Improvement

Other Skills

Product SupportVendor ManagementPeople ManagementPerformance ManagementOperational StrategyContinuous Process ImprovementRevenue & Profit GrowthInventory ManagementStrategic VisionEmployee EngagementCustomer Relationship Management (CRM)Process OptimizationOutsourcingAnalyticsAnalytical Skills

About

A business leader with 20+ years of diverse professional experience in Global CX Strategy, Operations Delivery, Business Transformation & Process Excellence, Lean Six Sigma Continuous Improvement, Process Transition, Global Account Management, Project Consulting, Training, and leadership development in the service sector with a proven track record of performance. Domain experience in Financial Services, Insurance, Healthcare, & Travel, verticals. Managed teams up to 1000 FTEs and P&L up to USD 24M. Certified Six Sigma Black Belt Strong track record of performance with consistent results and stakeholder acknowledgment. Experienced in business planning, growth, budgeting, and P&L Management Delivered Account Growth of USD 3.5M in two years. Launched new Site & locations operations in 59 days in tier 2/3 cities Managed transition projects from 30-500 FTEs Delivered USD 15M in business & client benefit Consistently delivered B2B NPS score of 4.2+

Experience

24 yrs 1 mo

Total Experience

3 yrs 6 mos

Average Tenure

2 yrs 8 mos

Current Experience

Ghx

CX Ops Director

Aug 2023 – Present · 2 yrs 8 mos · Hyderabad, Telangana, India · Hybrid

● GCC Leadership
● Operational strategy
● Build a world-class CX operation
● Scale global operations at the Hyderabad Global Capability Centre (GCC)
● Implementing governance structures
● Defining performance KPIs,
● Managing cost and quality of service delivery
● Develop a high-performing, high-engagement culture
● Team learning & development
● Process standardization
● Develop and deploy a Continuous improvement framework

GCC LeadershipCX StrategyOperations ManagementProduct SupportVendor ManagementPeople Management+3

Aidocx

Head of Projects & Consulting

Jun 2022 – Jul 2023 · 1 yr 1 mo · New Delhi · Hybrid

Provide operational and transformation consulting, operations excellence, and strategy support related to BPO operations across industry and delivery channels for successful operations.
● Business strategy
● Operational strategy
● CX transformation initiatives
● Process re-engineering
● Project Management
● Capability building
● Shared Services strategy & execution support
● Continuous Improvement & Process Excellence
● Profitability / optimisation
● CSAT / NPS improvement
● Leadership Trainings
● Quality framework deployment
● Performance Management framework deployment

Revenue & Profit GrowthInventory ManagementStrategic VisionEmployee EngagementManagement ConsultingCustomer Relationship Management (CRM)+5

Intouchcx

Vice President Operations

Oct 2020 – May 2022 · 1 yr 7 mos · Hyderabad, Telangana, India · On-site

Global Operations delivery ~1400 associates multi Geo/location
For US-based e-commerce, retail, clients.
Digital customer care, Trust & Safety, and back office operations.
SLAs, Account strategy & growth
Business transformation

Analytical SkillsManagementRevenue & Profit GrowthProcess ImprovementOperations ManagementCoaching+11

Exeliq interactive

Sr Director Business Operations

Sep 2017 – Oct 2020 · 3 yrs 1 mo · New Delhi

Operations and process consulting under the theme Managing for Customer & Stakeholder Success, providing support for :
Operational strategy
Operational Excellence
Quality and Continuous Improvement framework deployment
Optimisation
P&L & Profitability
Operational Execution
Risk Mitigation
Transition Management Framework Deployment
Project Management
Change Management
Training
Project Mentoring
People strategy
Performance Management
Organisation Development Framework
Training Programs for Capability Building

Analytical SkillsManagement ConsultingSuccession PlanningBusiness ManagementBusiness Process DesignStrategic Human Resource Planning+1

Wns global services

Sr. General Manager Operations & Quality

Sep 2015 – Apr 2017 · 1 yr 7 mos · Mumbai Area, India

Operations delivery ~1000 associate strong travel ops for a top European and US-based travel companies. Providing customer care, Revenue Accounting & Revenue management, Back office, AP, AR services.
SLAs, Account strategy & growth
Process excellence and business transformation
cross channel service delivery operations.

Analytical SkillsStrategic VisionEmployee EngagementSuccession PlanningBusiness ManagementBusiness Process Design+3

Fareportal

Director of Operations

Oct 2014 – Aug 2015 · 10 mos · Gurgaon, India

Managed 1100 people contact center for North America’s 4th largest online travel company. Based in Gurgaon, India, The team supports the $5 billion online travel business with sales, customer care, with annualized $110 M revenue generation from contact center sales and cross sell.
Led the team to set up Pune location operations - 220 FTEs, front line & leadership hiring, training, site readiness - with go live in <60 days

Analytical SkillsEmployee EngagementBusiness ManagementOperations Management

Sitel

Global Director - Account Management (Client Services)

Jun 2006 – Oct 2014 · 8 yrs 4 mos · Gurgaon, India

Global Director - Managed a $17 M global account delivery for a US based financial services client. With 750+ FTEs across 4 businesses and 4 delivery locations US, LATAM, India, and Philippines. Omni-channel customer experience.
Regional Performance Director - A strategic role to design, implement, monitor and improve employee life cycle processes in the area of Operational Performance, Change Management, Talent/Leadership Development, Succession Planning, and employee retention. Implement Performance Management Strategies supporting multiple client programs across the region.
Site Director - Service delivery for 500 FTE site operations providing Customer Service, Tech Support, Back Office, Telesales services for Travel, Technology, Insurance, and Financial services clients across delivery channels.
P&L Management; Service delivery – client SLAs/KPIs, operational performance; Process improvement; Client relationship management; Transition, Training / HR / Hiring / needs for the site.
Sr. Manager operations - Service delivery, quality, 160 FTEs. transitioned multiple programs and LOBs,
Sr. Manager Strategic Quality - Develop YB & GB training curriculum, development and implement ideation framework. $ 6 M business benefit delivered through lean six sigma projects and initiatives.

Analytical SkillsStrategic VisionEmployee EngagementManagement ConsultingSuccession PlanningBusiness Management+5

Genpact

Lean Six Sigma Black Belt

Jun 2000 – Jun 2006 · 6 yrs · Jaipur, Rajasthan, India

Supported GE commercial finance business, with Six Sigma and Lean process improvement projects, data analysis, business and customer initiatives, change management, and training.
Standardization to improve accuracy across different processes .
Mentored Six Sigma Green Belt and Lean projects. Delivered Biz Impact of ~ $ 350k.
e-Learning project operations - instruction design, e-learning content development and project management.
Green Belt certification - $ 80k business benefit

Analytical SkillsBusiness Process DesignBFSIProcess Improvement