Apr 2025 – Mar 2026 · 11 mos · Bengaluru, Karnataka, India · On-site

• Head of Operations and Practice – Business Process Management
• I lead Global Business Process Management (BPM) across all industry verticals, including BFSI, FA, SCM, Employee Experience Management, Customer Experience Management, and HRO. I drive operational excellence, revenue growth, and profitability while ensuring efficiency, innovation, and business expansion.
• My responsibilities include:
• ✔ Driving revenue growth with a clear focus on achieving and exceeding set revenue targets
• ✔ Shaping and executing go-to-market strategies to support sales and revenue expansion
• ✔ Maximizing EBITDA through operational efficiency, cost optimization, and strategic initiatives
• ✔ Implementing AI and automation to enhance process efficiency and business outcomes
• ✔ Improving employee satisfaction, customer experience, and Net Promoter Score (NPS)
• ✔ Expanding business opportunities and fostering long-term client relationships
• ✔ Optimizing end-to-end processes to maximize service delivery and profitability
• I am committed to building a high-impact BPM practice that accelerates business success and delivers measurable value.

Jan 2022 – Mar 2025 · 3 yrs 2 mos · Bangalore Urban, Karnataka, India

• Lead and Manage the service delivery operations teams across clients, on Talent and HR Operations. Ensure Client Centricity with a value driven operations delivering business outcomes

Mar 2016 – Jan 2022 · 5 yrs 10 mos · Kochi, Kerala, India

• Heading the Payroll and HR Services Operations for Asia Pacific and Japan Region for NGA HR with Full P&L Responsibility, Grow the business, Delivering Continuous Improvement and Efficiency in the business enhancing the business value, Keeping clients satisfied with services and keep them as business promoters, formulate Strategies for the business and implement the same. Ensure a positive conducive business environment for employees to thrive

Nov 2010 – Feb 2016 · 5 yrs 3 mos · Kochi, Kerala, India

• Head of Global Delivery Center, Head Operations and Client Satisfaction, Manage Profitability, People, Performance and Technology. Expand Service Delivery capabilities and Improve efficiency, Maintain Client Relationships and Handle expectations. Ensure Business Growth organically and through new opportunities, innovative operations resulting in better quality and output. ensure Cost efficiency and Margin improvement, Develop Regional Strategies in line with the global objectives and implement the same for the region

Mar 2009 – Nov 2010 · 1 yr 8 mos

• Head of the Center, Manage Operations, Training, Recruitment, HR, Finance, WFM, IT and Admin of the center, Maintain Profitability of the Center, Deliver Performance across all Clients in the center, Ensure Client Satisfaction and Refrencability, Create Business Opportunites and Expand, Ensure Employee Satisfaction, Develop and Implement Strategies for the center in accordance with the company objectives

Oct 2006 – Mar 2009 · 2 yrs 5 mos

• Head the Operations of a Technical Support Process for one of the Worlds Largest Computer Manufacturer. Manage service delivery and performance of the center within agreed SLAs, ensure client satisfaction and refrencability, Manage employee satisfaction, Prepare and Participate in Business reviews, Expand business, As a member of Tech Support Center of Excellence ensure standardisation across all accounts, improve non-performing accounts, participate in new business acquisitions and ensure smooth transition

Jul 2003 – Sep 2006 · 3 yrs 2 mos

• Head the Global Technical Support Center, ensure timely service delivery with SLAs, maintain client relationship, manage performance of the center, expand business organically, assist business development and sales, finance management to ensure the cost center is within buget

Oct 2000 – Jul 2003 · 2 yrs 9 mos · Mumbai Metropolitan Region

• Manage teams performance and client SLAs, Present the teams performance during internal and client business reviews, Maintain Customer and Employee Satisfaction, Maintain and improve utilization of resources