Ashwini Kumar Email and Phone Number
I bring over 23 years of experience, including 18 years into mid and senior leadership roles, within the IT services, BPO, and KPO industries. My expertise spans end-to-end service delivery, operations management, performance management and improvement, PnL management, revenue generation, organic & Inorganic growth, Leading offshore and nearshore businesses and sites, training, and recruitment. I specialize in SaaS-based customer experience analytics, business analytics, and Six Sigma methodologies.A proven strategist, I excel in setting up and scaling Global Delivery Centers (GDCs), Shared service centers, BPO/KPOs, and Global Capability Centers (GCCs) across offshore and nearshore locations. My forte lies in leading the setup, growth, and success of centers of excellence that deliver seamless customer experiences via chat, voice, email, back-end, transaction processing, tech support, digital solutions, and social media support amongst many other domains to enhance digital customer experiences utilizing AI and cutting-edge technologies leveraging six sigma black belt methodologies.With a strong focus on people and performance, I have consistently driven revenue and profitability growth in dynamic, evolving markets. I’ve successfully led large, cross-functional teams across multiple geographies, including the US, UK, Australia, India, and APAC. My industry experience spans travel, telecom, retail, healthcare, education, risk management, F&A, payroll, Wellness, real estate, e-commerce, and BFSI sectors.By deploying cutting-edge customer experience and performance management solutions, I help organizations transform through technology, automation, and process improvement, creating measurable business impact. By leveraging my people-focused leadership style I always focus on developing and supporting my team and leadership ensuring enhanced engagement, autonomy, and development. Additionally, I have contributed to academia and industry collaboration with institutions such as GESIA, NASSCOM, MSU Vadodara, SFU US, and Marwadi University. My efforts have centered on enhancing employability for students and evolving curriculums in business analytics, management, organization development leadership, and technology.I have been recognized in prominent publications like The Times of India and Ascent for my contributions to community activities and Industry and have been appreciated by governmental and non-governmental organizations alike.Let’s connect to discuss opportunities where I can bring value to your organization.
Ericsson
View- Website:
- ericsson.com
- Employees:
- 107429
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Head Of Operations ( Ta Gssc Gbs)EricssonGurugram, Hr, In
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Assistant Vice PresidentEtech Global Services Nov 2005 - Nov 2024Nacogdoches, Tx, Us• Drive P&L, key account management, end-to-end service delivery, CRM, performace excellence for global operations, Training and Development, and Talent Acquisition. Initiate staffing policies, activities, and programs• Provide functional leadership for the multi-shift business operations; lead a team of senior leaders managing respective functions.• Engineer continuous process improvements in productivity and volumes at global levels. Focused on non-conventional growth & revenue streams. Drive product roadmap and improvements through benchmarking and analysis of market trends. Develop, drive and implement recruitment strategy and execute hiring plans• Lead Talent acquisition team to fulfill all job openings through high quality, high-efficiency approach. Engage in timely and appropriate communications with all stakeholders including hiring managers, candidates, HR colleagues, and external agencies. Support in the facilitation of key skills and development programs• Ensure reporting and tracking metrics to show progress and plans for improvement and efficiently measure ROI. Closely work with the business stakeholders to determine the development needs. Support in Designingtalent development strategy. Support in the creation of L&D programs ensuring the talent development needs• Introduced/Automated global dashboard view for KPIs (internal and clients) across all accounts/sites globally along with online performance management lifecycle scorecards. Coordinated with the software and our Quality Insights team to develop a tool to provide coaching details to Operations Leaders.• Led a launch and expansion of Jamaica center for 3 years managing nearshore operations and various business functions. • Leading diverse domains into BFSI, Telecom, Retail, Education, Healthcare, Travel, and business analytics providing customer experience and solutions via various digital and non-digital platforms. -
Manager Operations And Business DevelomentDmg, A Transicorp Inc Company, Us May 2005 - Sep 2005• Directed BFSI processes with a 600+ outsourced team. Managed clients and business development for India and Sri Lanka Region. Manages organization operations by directing and coordinating activities consistent with established goals, objectives, and policies. Identify and establish scope and parameters of systems analysis to define outcome criteria and measure-taking actions• Analyse business processes, gaps in capabilities, as well as appropriate data sources, interfaces, and process changes required to address capability gaps. Defining organization construct for rapid scale. Deliver performance and efficiency in the rapidly growing Business Operations team• Support, develop, and execute organization’s strategies for maximum efficiency by analyzing data and existing processes, recognizing trends, and proactively creating strategic recommendations• Analyze conversational customer data to uncover and recommend improvements to the Customer Experience. Quantify all Customer Experience opportunities based on potential revenue impact.
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Project LeaderRtec Systems (I) Pvt Ltd Oct 2001 - May 2005• Managed US-bound voice program (mortgage & telecom Inbound sales) with 260+ seats through 1 center at Mumbai. Initiated and enhanced the mortgage program to a monthly top-line of $ 300K in Q42003; post-which Rtec became a highly profitable company and acquired a bigger company in the same industry in early 2005. • Conducting post-project evaluation and identifying successful and unsuccessful project elements. Work closely with stakeholders to identify the scope and create detailed plans for end-to-end implementation• Responsible for tracking schedule and deliverables to ensure delivery on time with high quality. Manage resource plans across projects and optimize allocations to meet the demands. Proactively clear impediments, identify risks, issues, dependencies, and work with relevant teams to address them• Provide visibility to management around the status of deliverables, highlighting risks and needs for intervention. Facilitate project reviews and retrospectives to enable continuous learning and improvement
Ashwini Kumar Skills
Ashwini Kumar Education Details
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Indian School Of BusinessGeneral -
The Wharton SchoolMarketing Strategy & Merger And Aquisition
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London Business SchoolGlobal Strategy And Organizations & Innovation And Entrepreneurship
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Shobhit UniversityOperations Management
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Dr. Bhim Rao Ambedkar University, AgraMathematics
Frequently Asked Questions about Ashwini Kumar
What company does Ashwini Kumar work for?
Ashwini Kumar works for Ericsson
What is Ashwini Kumar's role at the current company?
Ashwini Kumar's current role is Head of Operations ( TA GSSC GBS).
What schools did Ashwini Kumar attend?
Ashwini Kumar attended Indian School Of Business, The Wharton School, London Business School, Shobhit University, Dr. Bhim Rao Ambedkar University, Agra.
What are some of Ashwini Kumar's interests?
Ashwini Kumar has interest in Leadership Training, Travelling, Spending Time With My Family, Tabla Player, Watching World Cup Soccer, Science And Technology, Academic Pursuits, Real Estate Investment.
What skills is Ashwini Kumar known for?
Ashwini Kumar has skills like Team Management, Leadership, Operations Management, Bpo, Vendor Management, Process Improvement, Team Building, Business Development, Team Leadership, New Business Development, Leadership Development, Customer Satisfaction.
Who are Ashwini Kumar's colleagues?
Ashwini Kumar's colleagues are Yong Wang, Mohammed Aboelnour, Pawan Rana, Raghav Gururaj, Yoyo Liang, Lisa A, Nitin L..
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