Bengaluru, Karnataka, India
I am an Enterprise Quality, Information Security, Compliance & Business Excellence Leader with 27+ years of experience enabling organizations to strengthen Governance, implement information security controls, improve Operational Excellence, enhance Customer Experience and achieve sustainable business growth across Telecom, Consulting and Service industries. My expertise spans Quality Management Systems (QMS), Governance, Risk & Compliance (GRC), Internal Audits, Information Security, Privacy Management, Service Delivery Excellence, Process Transformation and Continuous Improvement. As a Certified Lead Auditor for ISO 9001:2015, ISO 27001 and ISO 27701 and Internal auditor for EN9110 , I have successfully supported organizations in implementing, assessing and improving integrated management systems, strengthening internal controls, improving audit readiness and driving continual compliance. Key Areas of Expertise: • Enterprise Governance & Compliance • Quality Management Systems (QMS) • Internal Audits & Audit Readiness • ISO 9001 | ISO 27001 | ISO 27701 • Information Security Management System • Risk Assessment & Compliance Monitoring • Business Excellence & Operational Excellence ( Retail showrooms) • Lean Six Sigma & Continuous Improvement • Process Re-engineering & Standardization • Service Delivery & Customer Experience Excellence • SLA Governance | Service Assurance | Revenue Enhancement • Change Management & Transformation Leadership I am passionate about helping organizations build resilient, compliant and customer-centric operating models while delivering measurable improvements in quality, information security, efficiency, compliance and business performance. I welcome opportunities involving: • Quality | Information Security & Compliance Leadership • Governance, Risk & Compliance (GRC) • Internal Audit & Assurance • Business Excellence & Operational Excellence • Service Excellence & Customer Operations • Consulting, Advisory & Transformation Programs Let's connect to discuss opportunities, partnerships and business transformation initiatives.
Results- driven Management Systems Consultant and Certified Lead Auditor with expertise in information Security, Privacy Management, Quality Management Systems, Risk Management, and Process improvement. Partnered with leadership teams to establish governance mechanisms, strengthen internal controls and drive continual improvement initiatives aligned with business objectives. Conducted management reviews, awareness programs and capability-building sessions to improve organizational compliance maturity and foster quality culture. Proven record in conducting risk assessments, facilitating risk treatment planning, and monitoring the effectiveness of risk mitigation measures to ensure Continual compliance and improvement. Skilled in incident management, including Root Cause Analysis (RCA), implementation of corrections and corrective actions, and verification of effectiveness to prevent recurrence. Proven ability to identify process gaps, assess risks and opportunities, and drive continual improvement initiatives aligned with business and compliance objectives. Demonstrated ability to analyse business processes to identify non- value added activities, bottlenecks, and inefficiencies, and drive process optimization through automation, process redesign, and control enhancements. Coordinated with certification bodies and external auditors to ensure successful completion of certification and surveillance audits.
Provide consulting, audit and advisory services to organizations on Quality Management, Information Security, Privacy, Governance and Process Excellence initiatives. Key Contributions: Led implementation, consulting and compliance assessments for ISO 9001:2015, ISO 27001 and ISO 27701 standards across multiple business domains, enabling organizations to achieve certification readiness and sustain continual compliance. Conducted enterprise-wide internal audits, compliance assessments, gap analyses and risk assessments to identify process deficiencies, compliance risks and improvement opportunities. Facilitated development and implementation of Quality Management Systems (QMS), Information Security Management Systems (ISMS) and Privacy Information Management Systems (PIMS). Key Achievements ✔ Successfully facilitated multiple ISO implementation and audit programs resulting in successful certification outcomes. ✔ Enabled organizations to improve compliance maturity, process effectiveness and governance adherence.
Unitech Wireless (Tamil Nadu) Pvt. Ltd. | Karnataka & Kerala | Oct 2009 – Sept 2012 Led service delivery, customer operations, quality governance and business excellence initiatives across Karnataka and Kerala circles. Key Contributions Directed customer service operations, service assurance and SLA governance for regional operations ensuring timely and effective service delivery. Established performance measurement frameworks, quality metrics and governance reviews to improve customer experience and operational effectiveness. Spearheaded process re-engineering initiatives to standardize business processes, reduce defects and improve service quality. Led cross-functional continuous improvement initiatives with process owners and business stakeholders to improve baseline performance and customer satisfaction. Conducted internal quality reviews, compliance audits and process assessments to ensure adherence to organizational standards and regulatory requirements. Championed Lean Six Sigma projects to reduce process inefficiencies, eliminate waste and improve operational performance. Implemented new service delivery models and process enhancements across retail and customer service functions. Key Achievements ✔ Improved customer satisfaction scores significantly by driving customer experience transformation initiatives. ✔ Successfully launched and institutionalized new service delivery frameworks across retail operations. ✔ Achieved substantial cost optimization through process improvements and operational redesign.
Bharti Airtel Ltd., Karnataka | May 2004 – Oct 2009 Managed end-to-end customer service operations, quality programs, retail operations and service excellence initiatives for assigned zones. Key Responsibilities Managed customer lifecycle operations, backend operations, retail service delivery and customer experience programs. Led operational governance for retail stores ensuring adherence to service quality standards and defined SLAs. Drove customer retention, complaint reduction and service quality improvement initiatives. Managed quality assurance processes, compliance reviews and operational audits across customer operations. Designed and standardized business processes to improve operational efficiency and ensure consistent customer experience. Collaborated with cross-functional teams to implement transformation initiatives and improve business performance. Managed outsourced partners, vendors and customer interfacing teams ensuring alignment with organizational quality standards. Key Achievements ✔ Played a pivotal role in implementing new ARC and service delivery models across Bangalore operations. ✔ Increased revenue from ₹8 Mn to ₹32 Mn through targeted upselling and customer engagement programs. ✔ Delivered cost savings of 57% in outbound channels and 50% in tele-calling operations through strategic process redesign. ✔ Achieved employee engagement scores of (4.18/5) through people leadership and capability development initiatives.
Spice Telecommunications Ltd., Punjab | May 1997 – Oct 2002 Key Responsibilities Established and managed backend customer operations during initial business launch phases. Designed and implemented customer service processes, provisioning workflows and operational controls. Managed customer activations, service provisioning and complaint resolution processes within defined turnaround times. Led operational teams to ensure service quality, process compliance and customer satisfaction. Key Achievement ✔ Played a key role in establishing customer service and backend operating models during operations launch phase.