Thane, Maharashtra, India
Seasoned BPO Leader with 17+ years of success driving operational excellence across international and domestic markets. Proven expertise in building and leading high-performing, cross-functional teams across multiple locations while managing complex, multi-client processes and full P&L accountability. Strategic and hands-on in delivering measurable improvements in customer experience, operational efficiency, and business outcomes. Adept at scaling operations, optimizing performance, and leading transformational initiatives across a broad spectrum of functions. Core Competencies: People Leadership | Operational Strategy | Customer Experience Management | Performance Optimization | Process Improvement | Multi-Client Operations | P&L Management | Business Consulting | Sales & Customer Support | Technical Support | Back Office Operations | Banking & Collections
Leading growth for contact center operations with the span of 1200+ FTEs across Pan India. Managing collections of 14+ Banks,NBFCs, Fintechs for products - Cards, BNPL, Agri Loans, Retail loans and SME Loans etc for early stage collections to recoveries. *Effective PNL Management, Develop AOP and Execute strategically to drive business growth, expand offerings, and enhance operational capabilities overseeing all aspects of service delivery. *Implement best practices, performance metrics, and quality standards to ensure operational excellence and exceed client targets. *Foster a culture of innovation and continuous improvement, driving initiatives to automate processes, enhance technology infrastructure, and optimise resource allocation. *Collaborate cross-functionally with support functions to align operational strategies with overall business objectives.
Handled 15+ process with the span of 750 FTEs across all buckets from X to Recoveries for Banks, NBFCs and Fintechs.
Managed Early Buckets Collections for Credit Cards, Consumer & Retail Loans Portfolio with 750+ FTE's for Pan India of Top Banks in India.
Performance Management through Analytics & Insights for a Inbound Technical Support Process of Top Computer Manufacturer & Speech Analytics for Outbound Credit Card Sales of Top International Bank.
Managed process of "Order to Activate - Customer Lifecycle Management" for Australian giant telecom service provider.
Top Sales Associate of International Telecalling Process for UK and US Geographies.