May 2019 – Apr 2020 · 11 mos · Gurugram, Haryana, India

• Led a new company with ‘originate online, transact at store’ used-car sales model, across all functions.
• Strategised and implemented Geo expansion from 6 to 17 cities
• Diversified digital acquisition and optimised tele-sales to enhance store footfalls by 35%
• Revamped and upgraded customer experience at stores. Improved NPS by 150%, store lead conversion by 70%
• Started ‘Key Account Management’ for used car dealers to enhance bid participation and improve price discovery
• Doubled transaction volumes and trebled margin percentage

Jan 2017 – Apr 2019 · 2 yrs 3 mos · Gurgaon, India

• Cross-functional leadership role across Sales, Marketing, Product, Call Centre, Operations, Collections in an online real estate business
• Solved for key issues in cash flow management as also post-purchase dissonance amongst home buyers.
• Revamped product strategy, built strong relationships with quality developers such as Godrej, Lodha, Prestige with annual joint operating plans to enhance revenue per transaction by 30%
• Cash collections’ time reduced by over 60%, leading to operational and cashflow break-even, with 50% revenue growth
• Revamped digital marketing strategy to bring down cost per acquisition by 50%
• Grew an online home loan origination business by 2X
• Launched and led Proptiger’s first international foray in Dubai

Feb 2016 – Dec 2016 · 10 mos · Gurgaon, India

• Worked with Founder & CEO to drive M&A and inorganic growth opportunities and all company-wide strategic initiatives including process optimization, productivity enhancements, setting up and management of review processes etc.
• Played a key role in due diligence, negotiations and post-deal integration, in the Housing.com M&A process.

Jun 2011 – Aug 2015 · 4 yrs 2 mos · New Delhi Area, India

• Cross-functional leadership role across all key functions, barring core-tech & Accounting, in an online real estate business
• Created a tech-enabled lead-gen to sales closure model including an industry first ‘lead connect to sales in 5 min’
• Sold homes worth $500 million in the first 2 years and grew revenues by 6X
• Created an effective product strategy to choose right developer partners to ensure timely cash flows
• Launched online secondary sales business. Generated 70,000 lead transactions across 10,000 broker partners
• Ran a fund-raise process resulting in $25 million of fresh funding (largest investment into RE in 2013)

Jan 2007 – Dec 2009 · 2 yrs 11 mos · New Delhi Area, India

• Handled two key roles.
• 1. Global Business Head for Intellectual Property Support Services - Incubated this business and grew it three-fold over 2 years to reach a $20 million per annum run rate. Managed global delivery across centres in India , US and Europe with a team of experienced engineers and Ph.Ds , who provided support to marquee clients like Microsoft towards patent search , filing as also litigation support.
• 2. Country Head - India - Incubated and grew the India Knowledge centre to enable multiple complex legal support processes to be delivered from India with world class quality. Started with migration of patent and trademark renewal processes to India from other CPA centres, and then built a team of lawyers to launch services for discovery , contracts and litigation.
• CPA Global is a global leader in legal support services including Intellectual Property services and general legal services.

Nov 2002 – Apr 2005 · 2 yrs 5 mos

• Led the eCommerce BU for this BPO pioneer
• Scaled marquee client processes (Amazon, Yahoo) by 3X.
• Launched Travel vertical with Delta Airlines and grew process to 1000 people
• Launched Mumbai and Philippines
• Grew revenues by 4X and built a team of over 2000 people
• Built a ‘hiring and training’ engine to deliver 500 new agents per month
• Led and facilitated the IBM integration process

Jan 2001 – Nov 2002 · 1 yr 10 mos

• Responsible for setting up and managing the entire back office operations for AIG when they launched their insurance products in India through a JV with the Tata group.

Oct 1997 – Dec 1999 · 2 yrs 2 mos

• Managed customer satisfaction and interactions for over 150,000 customers across 3 cities in the western region including Mumbai

Jan 1993 – Jan 1997 · 4 yrs

• Managed a team of over 300 FOS across Delhi , Jaipur and Chandigarh and ramped up credit card sales by 6 times over 2.5 years