Mumbai Metropolitan Region
Chief Operating Officer and business transformation leader with 30 years of experience scaling customer operations, driving P&L performance and leading technology-led transformation across BPM, CX, BFSI, Telecom, Ecommerce and Digital businesses. Successfully led organizations of 4,000–6,000 employees across India and global markets, delivering growth, profitability, AI-led operating models and operational excellence.
Leading enterprise-wide operations, business growth, and strategic transformation initiatives across the organization. Responsible for transforming a 4,000+ employee, multi-location BPM/BPO enterprise into a technology-led and AI-enabled services organization focused on scalable growth, operational excellence, and customer-centric innovation. Driving overall P&L performance, revenue growth, operational efficiency, digital transformation, and execution of strategic priorities across business units.
Led India operations with responsibility for 4,000+ employees and management of 25+ enterprise clients across BFSI and consumer sectors. Managed large-scale portfolios spanning collections, customer lifecycle management, and sales operations, while driving operational excellence, governance, and sustainable business growth. Strengthened delivery governance frameworks and deepened strategic client relationships, resulting in improved service delivery, enhanced customer outcomes, and stronger commercial alignment. Delivered significant operational improvements and profitability enhancement initiatives through process optimization, productivity transformation, and performance-led execution. Led AI and digital transformation initiatives from a business and operational perspective, enabling revenue enhancement through strategic farming, cross-sell opportunities, and customer value expansion. Provided critical leadership to the organization’s sales engine, supporting new client acquisition, solution positioning, and growth strategy execution across key accounts and target markets.
Led multi-location delivery of India operations of 5000 people scale of a global Ecom player from 5 delivery locations in India. Client geography included Nort America, Europe and India markets & support provided across channels - voice/chat/email in a multi-lingual environment. Delivered strong operational performance and customer experience metrics
Led multi-vertical operations across BFSI, hospitality, and digital commerce sectors with 4000+ employees & horizontals of Customer Service/Cross Selling/Upselling/HRO. Operational delivery for 10 Accounts at TPDIBS along with P&L accountability.
Head of a Independent Delivery Unit of 5000+ employees in Business Operations
Led large scale telecom and digital customer operations. Key clients managed: Vodafone, Paytm, OYO and GSTN. Managing Telecom, ECOM & Govt vertical involving activities like Customer & Client Satisfaction Index, Process Mapping & Adherence.