Providing strategic direction and improving the performance of division to meet business objective; extending strategic support to Telesales of BFSI & Broking products (Insurance, Lending, Shares account opening & Credit Card), Collections, Consumer Durables and Healthcare across geographies spanned across Pan India cities• Inculcating the customer centric approach by ensuring organization’s benefit, reducing the number of escalations reaching to senior management and managing the SLA defined by the organization• Managing operations spread out in 3 cities and 5 centres with Span of control of 1,500+ employees• Identifying scope for planning, implementing & monitoring technological changes to enhance operational efficiency; modifying process flow and working practices• Designing and conducting capability building program for resources, aligned with the future operational objectives and the need of the functional departments• Responsible for achieving the annual targets by short, medium & long term planningKey Achievements• Revenue growth of 350%+ in 5 years• Growth in productivity in loan disbursement by 5x in 4 years and credit card issuance by 3x in 2 years• Transition of 600 sales and customer experience agents in 100 days for a large Broking client• Growth in key accounts by 5x in 5 years• No account loss in 5 years• Recruitment of 700 people every month across centres with 45% contribution through employee referrals

Head Operations & InfrastructureRole • Location analysis and start-up of delivery centres• Set up 12 Centres across 6 states• Centre operations Management verticals serviced telecom, banking, insurance and backend operations• Designed, developed and institutionalized Operating Manuals, SOPs, Employee Handbook, Governance matrix• Infrastructure Management• Managed Corporate and Centre HR functions covering recruitment and generalist role for employees across 20 centres• Employee Welfare, Health and Safety initiatives • Vendor identification and negotiations and Purchase functions• Played role of IT vertical head supporting solution identification and procurement• General AdministrationService Delivery and OperationsRole• Successfully provided distinguished efforts towards identifying the right location, covering the required internet bandwidth, reliable power supply and minimal rental • Bringing down centre set up time from12 weeks to 8 weeks• Ensured cost effective solar power solution to reduce the power & diesel bills HR Head – Sales, Solutioning & Process DeliveryRole• Recruited 1000 people in 1 year across centres • Controlling attrition at less than 6% annuallyTelecom Vertical Head – Sales, Solutioning & Process DeliveryRole• Successfully obtained new business for 200 seats in 1 month (Annual revenue potential of Rs. 6 Crore)• Efficiently managed new business projection for 500+ seats in six months• Effectively established & optimized process for Large Telecom in a period of 3 months to 350 FTEs• Skillfully provided P&L Ownership of Top Line Revenue of Rs. 18 CR. PA ($ 3.6 M), Business plan internal targets met

AVP Operations & Site Head • Maintained timely service delivery of an Inbound Customer Care Voice process to achieve targets on operational & qualitative SLA metrics for leading clients in Telecom, Entertainment and Utilities vertical• Ensured Best in Class people practices are being followed and ensure employee satisfaction• Introduced best practices across process/departments to gain operational efficiency• Attended meeting of the process’s budgeted revenue, profit and loss; took into account rewards & penalties on performanceAs General Manager – e-Governance RoleHandled operations for eSeva Hyderabad from May'2008 to Aug'2009 and CSC of Pune & Konkan divisions covering 10 districts - A Govt. of Maharashtra initiative for Sept. 2009 to Oct 2010• Recognized and rolled out Common Service Centres (CSC) in 10 districts of Maharashtra• Obtained new B2C & G2C services for the project & ensured smooth roll out transition of the services• Increased transactions to ensure utilization of resources• Effectively increased revenue by 10% in 5 months and reduced cost by 15% in BPO Operations• Skillfully increase transactions by more than 20% to 1.4 million transactions per month at eSeva centres• Resourcefully achieved more than 95% SLA for the eSeva centres• Accelerated revenue growth of centres by more than 90% from May ’2008 to April’2010• Deftly rolled out 700 CSC’s in 1 year