New Delhi, Delhi, India
With two decades of experience across Business Excellence, Customer Experience, Revenue Cycle Process Management and Quality Systems, I’ve come to believe that real transformation is less about big initiatives and more about the discipline to build things right - and with purpose. My work spans the deployment of global excellence and quality frameworks—including BSC, TBEM, TQM, TCM, 5S and ISO 9001, 14001, 45001—helping teams build robust systems, enhance process reliability, and translate strategic goals into measurable outcomes. With experience across regulatory processes, cash-to-order cycle management, customer experience, and internal capability building as a training faculty, I have led large-scale improvement initiatives, strengthened customer journeys, institutionalized quality practices, and supported strategy execution across cross-functional operational environments. Having worked with diverse teams and senior leaders, I value structured problem-solving, transparent processes, and data-backed decision-making. But I also believe the human side of execution, providing clarity, building connection and developing culture, makes all the difference in whether a transformation sustains or slips. Alongside my professional role, I express through #Grind2Glory (grind2glory.com), a personal reflection space where I explore reflections on Purpose, People, Process and Performance - to help modern enterprises navigate complexity with intent and discipline. I remain passionate about building performance-driven cultures, simplifying complexity, and enabling organizations to achieve excellence that lasts. Open to meaningful conversations on business excellence, strategy execution, customer experience and transformation. Let’s connect to exchange insights and drive thoughtful change. Views expressed here are personal.
Oversee organization wide implementation and monitoring of key and high impact strategy projects. Driving HR Excellence and developing capability enhancement initiatives across technical functions. Translate capability frameworks into actionable field learning and skill enhancement plans. Reinforcing TQM practices at the operational and field level. Bridging insights between the corporate strategy and ground realities to enhance practical implementation. Promoting a culture of learning, reflection, and ownership. Supporting various departments and teams in embedding quality thinking into day-to-day processes. Curate case studies, success stories, and learning materials to showcase excellence. Support the organization in conceptualizing and delivering new training programs focusing on capability-building for external utilities. Participate in external forums, workshops, and partnerships to enhance the organization’s visibility as a knowledge and excellence partner.
Processing of 2 Lacs New Connection applications and addition of 200+ MW of load Institutionalization of TQM among 100+ workforce, operating from 4 locations Liaison with government departments for policy advocacy on issues impacting load growth
Facilitating the Annual Strategy Development and Deployment Process through the BSC framework Institutionalization of business excellence concepts among a 3000+ workforce, operating from 250+ locations spread across a distribution area of 48,000 sq. km Implementation of an Integrated Management System (ISO 9001, ISO 14001, ISO 45001) and 5-S framework Managing a Rs 1+ Crore annual budget for business excellence activities and ensuring key performance metrics were defined and met Ensuring load growth of 400+ MW by providing timely new connections with a 30-member team co-ordinating with various stakeholders across 200+ locations
As part of the Middle Management Team, responsible for driving Strategy Development and Deployment (Mid Term - Annual Plan) across the organisation. Key role & responsibilities involve Key support to Top Management in formulation of Mid Term Business Plan, Annual Strategic Plan and Functional Roadmaps Ensuring effective Performance Management by developing framework, processes and methods to execute the annual plan successfully Environment scanning to identify changes in the marketplace and translate into meaningful impact to the organization and to strengthen the leadership position Identifying collaboration and strategic partnership opportunities for internal improvements and revenue growth Ensuring internal circulation on organization performance and external environmental changes to Board Members, Top Management Team and entire Team Managing innovation platforms and identification of opportunities for innovation
As part of the Middle Management Team, responsible for driving Business Excellence across the organisation through Driving Tata Business Excellence Model (TBEM), Total Quality Management (TQM) and Total Cost Management (TCM) frameworks as pillars for Business Excellence Deployment of Management Systems (ISO-9001 (QMS) / 14001 (EMS) / 45001 (OHSAS) / 31000 (Risk) / 22301 (BCMS) / SA 8000) Enabling culture of Process Management, Quality Management, Continual Improvement and Knowledge Management within the Organization Facilitating Process and Data Benchmarking Promoting Process Digitization, Visual Management - deployment of 6’S‘ Practices Conducting Internal Process & IMS Audits and Deep Dive Studies Designing and delivering Training Programs on Quality and Business Excellence
As Head of Group - Customer Services, I was responsible for overall customer service and experience management by ensuring Smooth operations of in-house 180+ Login Call Centre (24*7) and 14 Nos Customer Care Centres (60+ Front Desk Executives) Ensures key performance metrics - call center statistics, response times, order accuracy, and customer satisfaction measures are defined and achieved Conducting Annual Customer Satisfaction Survey and Monthly Transactional Feedback to institutionalize action plan for enhancing C-Sat and Customer Loyalty Developing and managing Voice of Customer and listening mechanisms (including Digital Platforms - Social Media, Webchat, Mobile App etc.) Work in-conjunction with various functions to support branding & campaign efforts Developing robust and effective Complaint Management Process Oversees the forecasting for customer calls & footfalls for effective manpower planning Develop and manage budgets for customer service operations and ensure they comply with stated goals, guidelines and objectives Effective deployment and evolution of various application and CX Tools Identification of process gaps and support process changes to ensure timely and successful delivery of services Create company-wide culture of Customer Success - ensuring uniformity in Customer Services and Customer Communication Enhancing reach of online services and direct customer engagement on energy efficiency and demand side management programs Deployment of Personal Hearing Forums Designing and delivering training programs on Customer Service, Customer Satisfaction and Customer Experience Management