Delhi, India
Senior operations and transformation leader with 15 years of experience across client delivery, regional operations, business transformation, and process excellence. I currently lead operations in APAC and the Middle East, with accountability for large-scale portfolios, stakeholder management, service quality, process optimization, and team effectiveness. My experience spans multi-market operations, client relationship management, P&L ownership, automation-led efficiency, risk mitigation, and capability building. Over the years, I have built teams from the ground up, improved delivery resilience, reduced operating costs, and partnered with senior leaders to solve complex operational challenges. I am particularly passionate about scaling operations, creating sustainable processes, improving colleague and client experience, and driving measurable business impact.
- Currently leading operations across APAC and the Middle East, managing a portfolio worth over USD 20 million, with focus on delivery quality, stakeholder expectations, and overall operational efficiency. - A large part of my recent work has been around simplifying processes, reducing manual workload, and making day-to-day operations more sustainable for the team. - Key initiatives I led was around passkey allocation, which was earlier handled manually & took up significant time. I worked on automating this workflow, & the solution has resulted in approximately 98% reduction in the team bandwidth required for this activity. This has helped move team capacity away from repetitive manual work and towards more critical activities such as client management, renewals, and escalations. - Currently managing the Small & Maintain corporate account portfolio, where my focus is on improving efficiency by reviewing the current process, identifying repetitive demand, and reducing unnecessary manual effort. - Building chatbot-based query handling and automated email responses for routine questions, so that the team can spend more of its time on complex client needs, renewals, and escalations. These changes are helping move the portfolio towards a more structured and scalable support model, while also improving turnaround time and consistency in responses. - Alongside this, I continue to work with leadership on process alignment, operating approach, & stronger execution discipline across the region. I have supported enterprise-level process governance and transformation initiatives across multiple stakeholders. This broader work has contributed to improved profitability, including a 27% increase driven through operational efficiency improvements and better process management. - I also built training and process guidance to help teams adopt new ways of working and deliver with more consistency across geographies. Recognized as Differentiated Contributor of the Year (FY23–24).
- Lead Operations in the APME Market (India, Australia, Middle East and South East Asia) - Providing quick solutions to ensure seamless client delivery - Acting as a consultant and project manager for customization and content-related implementation of client-specific solutions - Working in close collaboration with IT, Solutioning, Consultants to ensure the right customization is done for the client - Working towards becoming an Integrations Expert within the organization
- Built and scaled a 15+ member team from the ground up to manage a portfolio of 50+ clients, with P&L responsibility of over USD 3.5 million. - Worked on making delivery faster and more dependable by introducing automation, improving processes, and creating reusable repositories and ways of working. - Reduced operating cost by 15% by bringing down dependence on outside suppliers and building more efficient internal solutions in partnership with product teams. - Developed risk assessment and contingency planning approaches to improve delivery resilience and reduce operational disruption. Part of the team that received Best Project Team of the Year (FY22–23).
- Managed client servicing and artist coordination responsibilities across events and special projects. - Contributed to development and execution of in-house properties, including a residential workshop for differently abled children and a women-focused exhibition. - Coordinated Indian and international artists across multiple events.
• Led a vertical to handle the business development and account management efforts for key accounts – The top institutions of our country in engineering, graduate, and business education. • Developed strong customer relationships with different Tier colleges. · Led relationships with top colleges across India, including IITs and NITs, and supported business development through technology-enabled engagement.
Bachelor of Technology, Electrical and Electronics Engineering Developed a control mechanism of a Hybrid Electric Vehicle – Main Project Developed a switched mode power supply – Mini Project Hybrid electric vehicles with multilevel cascaded converter using genetic algorithm – Seminar