Deepti Bhujbal

Director of Engineering

Gurgaon, Haryana, India18 yrs experience
Most Likely To SwitchHighly Stable

Key Highlights

  • Scaled HR operations team from 11 to 50 members.
  • Achieved consistent NPS scores of 75+ at Airbnb.
  • Delivered $8M in annual savings at Expedia.
Stackforce AI infers this person is a seasoned HR operations leader with expertise in scaling and optimizing processes in BPO and tech industries.

Contact

Skills

Core Skills

Hr OperationsProcess ImprovementCustomer Experience ManagementRecruitmentOperations ManagementCustomer EngagementBusiness DevelopmentBpo ManagementBusiness Process ImprovementTelecommunications ManagementCollections Management

Other Skills

Operational ScalingProcess OptimisationPolicy InnovationLeadership ContributionWorkday support operationsSite EstablishmentRecruitment ExcellenceAttrition ManagementTeam LeadershipCustomer RetentionProduct StrategyPresales ActivitiesService Offering DevelopmentCross-functional CoordinationCompliance Audits

About

I am not a typical HR leader. My 18+ years of experience in operations is that of turning scale and complexity into competitive advantage. I have the rare exposure of thriving in both Fortune 500s and startups — building scrappy, high-velocity systems at Zomato and Airbnb, then scaling structured global operations at Expedia for 30,000+ employees across 70+ countries. I’ve delivered millions of dollars in annual savings, steered dynamic operations machinery, and driven engagement scores (NPS >75) that rival the best workplaces in the world. My edge has been to fuse enterprise rigor with startup agility, creating people-first operations that are efficient, resilient, and impossible to ignore.

Experience

18 yrs
Total Experience
3 yrs
Average Tenure
6 yrs 11 mos
Current Experience

Expedia group

Director - Global HR Operations

Jun 2019Present · 6 yrs 11 mos · Bengaluru, Karnataka, India · Hybrid

  • Operational Scaling: Grew the HR operations team from 11 to 50 members, scaling
  • processes from 12 to 200+, with $8M in annual savings.
  • Process Optimisation: Implemented a tiering model that reduced query turnaround time
  • from 5+ days to under 2 days, with a <5% dissatisfaction rate.
  • Policy Innovation: Enhanced employee-centric policies during COVID, emphasising
  • inclusion and employee well-being.
  • Leadership Contribution: Actively contributed to India Leadership Team initiatives,
  • addressing key employee concerns like commute and travel desk solutions.
  • Set up Workday support operations spanning across processes through Employee
  • Lifecycle from hire to retire
Operational ScalingProcess OptimisationPolicy InnovationLeadership ContributionWorkday support operationsHR Operations+1

Airbnb

Service Delivery Manager - Global Customer Experience

May 2017May 2019 · 2 yrs · Gurgaon, India

  • Site Establishment: Set up and scaled India operations for 700+ employees across 12
  • lines of business (LOBs).
  • Recruitment Excellence: Introduced creative hiring strategies aligned with Airbnb’s
  • values, achieving consistent NPS scores of 75+.
  • Attrition Management: Maintained attrition rates below 12% in a fast-scaling environment.
Site EstablishmentRecruitment ExcellenceAttrition ManagementCustomer Experience ManagementRecruitment

Karmaspark yoga for performance

Program Manager

Jan 2017Apr 2017 · 3 mos · Gurgaon, India

  • An early stage start-up aiming to bring yoga within reach for the corporate through various suitable and accessible offerings. With a diploma degree in yogic sciences and teaching experience in the field and extensive exposure in corporate, I had the opportunity to work with the founder to help develop a business model that caters to dynamic and vast fitness needs of the working professional. We were able to develop a variety of 'unique' subscription products and bring on-board 300+ customers in a span of 3 months.

Zomato

Head – Merchant Relations (Online Ordering)

Jun 2015May 2016 · 11 mos · Gurgaon, India

  • Team Leadership: Built and led a 400+ member team for Zomato’s largest online
  • ordering venture.
  • Customer Retention: Reduced order cancellations from 27% to <5% within six
  • months, saving INR 3.6 million.
  • Product Strategy: Designed and implemented Client engagement strategies that achieved a 34% drop in
  • subscription cancellations in 4 months for Zomato’s first ever subscription product
Team LeadershipCustomer RetentionProduct StrategyOperations ManagementCustomer Engagement

Tata consultancy services

5 roles

Bid Manager

Oct 2013Aug 2014 · 10 mos

  • Managing Presales activities including RFIs and RFPs, Account Research & Requirement Analysis for Customer Service & Collections processes in a BPO.
  • Developing service offering and outsourcing solution / proposals aligned to various verticals based on client requirements
  • Coordinating & liaising with cross functional teams across TCS trainings & workshops as part of knowledge sharing, development and relevant and updates solutions offerings.
  • Highlights:
  • Was part of 3 successful deal closures of 1200, 300 and 120 process capacity for Australian and US clients.
Presales ActivitiesService Offering DevelopmentCross-functional CoordinationBusiness DevelopmentBPO Management

Business Process Improvement Manager

Jun 2012Oct 2013 · 1 yr 4 mos

  • Studied the end to end lifecycle of 16 BPO processes for customer services and collections across locations in India, & Australia, US & Philippines to devise & implement strategies for process improvement
  • Coordinating with all teams involved intra and inter department including ground levels to offer feasible and effective changes that all agree with.
  • Organizing workshops for inter and intra teams to keep up breast with performance, knowledge & best practice sharing.
  • Performing regular audits to ensure compliance and re-affirm effectiveness of running processes
  • Participate in client interactions to provide relevant inputs and help design relevant solutions for client concerns
  • Responsible for providing business inputs to the pre-sales teams for cross sell/ upsell and new businesses.
  • Highlights:
  • Prepared a 16 structured manuals for these processes which made the process bibles. These helped expedite new process set-up.
Process ImprovementCompliance AuditsWorkshop OrganizationBusiness Process ImprovementBPO Management

Dialler Operations Manager

Promoted

Oct 2011May 2012 · 7 mos

  • Strategized, implemented & managed the automated dialer system – “Avaya 5.0" for a telesales process of 90+ a renowned Australian Bank
  • Responsible for end to end Dialer operations & strategy including campaign formation / churning/ monitoring, / and reporting.
  • Analyzed performance on a weekly & monthly basis to share reports and key inputs and way forward with all internal and external stakeholders.
  • Highlights:
  • Dialer strategy led to sales improvement by 300% in 2 months
  • Operated alone remotely from offsite, managed all interactions over the phone.
Dialer Operations ManagementPerformance AnalysisTelecommunications Management

Team Lead - Collecions

Promoted

May 2010Sep 2011 · 1 yr 4 mos

  • Have worked across buckets 1/2/3 on the automated dialer and relationship management side of collections
  • Moved to Team Leader profile in operations within 9 months as associate by consistently achieving month on month collections targets across buckets.
  • Was been recognized and awarded ‘performer of the month’ & ‘Extra Miler’ on number of occasions.
  • Others
  • Was a member of the KYC club formed to improve C-sat within the process
  • Was a member of the internal audit team formed to help smooth sail through during internal/external audits (RCSA/CM M I/COPC) – was nominated to represent the unit for audit interviews with COPC & Deloitte.
  • Was a part of the CCOP (Collections Communities of Practice) team formed to design events during client visits to improve business prospects,
  • Was moved as a Project Manager for Dialer Operations & Strategy within 2 years of being a Team Leader in operations.
Collections ManagementTeam Leadership

Collections Specialist

Dec 2008Apr 2010 · 1 yr 4 mos

  • Started as a collections agent on the automated dialer system for bucket 1 and 2.
  • Moved to specialized relationship calling for non-reachable clients that were rigorously traced and collected from within 10 days from billing cycle.
  • Delivered one of the best cure and roll over rates in the team.
  • Was awarded top performer on 5 occasions.
  • Was awarded ‘Extra Miler’ for being a team mentor, floor walker and conducting training sessions for new joinees.
Customer Relationship ManagementTraining and MentorshipCollections Management

Wns global services

Customer Service Officer

May 2007Mar 2008 · 10 mos · Mumbai Area, India

  • My profile was that of a Customer Service associate on calls for a reputed British airline company.
  • Moved to specialized call handling for members of frequent flyer club for the same airline.
  • Won performer of the month on 3 occasions & client appreciation.

Linkwell services

Customer Service Executive

Apr 2005Mar 2007 · 1 yr 11 mos · Mumbai Area, India

  • While at Linkwell I worked as a Customer service agent making call outs to customers from existing and new database for Credit Card sales for a domestic bank. (Part time).
  • Won performer of the month on 11 occasions.

Education

Institute of Science

Master of Science (M.Sc.) — Environmental Science

Jan 2005Jan 2007

V.G.Vaze College

Bachelor of Science (BSc) — Biotechnology

Jan 2002Jan 2005

Swami Vivekananda Junior College

Higher Secondary Education — Science

Jan 2000Jan 2002

St Mary's School

Secondary Education — Schooling

Jan 1987Jan 2000

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