Debraj Ghosh work email
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A resolute IT and Customer Support Executive with over 23 years of experience specialising in IT Service Management, Customer Success, and Digital Business Transformation. My career spans sectors including IT, Telecom, Banking, and Financial Services, where I have consistently driven strategic growth and technology innovation. I hold advanced leadership and strategic management credentials from prestigious institutions like IIM Lucknow and Jack Welch Management Institute.As a Senior Manager with a history at leading firms like VMware, Broadcom, and Avaya, I have excelled in setting strategic directions, leading large-scale projects, and initiating service transformations that significantly improve business operations and customer satisfaction. My role often involves interfacing with CXO-level stakeholders and leading cross-functional teams internationally, ensuring that projects meet their strategic objectives and deliver high-quality outcomes.I am proud to have led numerous successful initiatives, such as transitioning critical systems to cloud-based solutions and implementing major RPA projects to optimise business processes. My expertise includes profound knowledge in areas like SLA Management, Consulting, and Solution Delivery, which are complemented by my certifications in PMP, Six Sigma, and PRINCE2®. These qualifications underscore my ability to achieve operational excellence and innovation.My approach is deeply customer-centric, enhancing user experiences and delivering services that exceed expectations. This is reflected in my management of CSAT and NPS improvements, through which I have significantly boosted customer loyalty and satisfaction. My ability to understand and predict customer behaviour helps craft strategies that align with evolving market trends and consumer preferences.I am always interested in discussing technology, transformation strategies, and leadership insights. If you want to exchange ideas or explore potential collaborations that drive business excellence and innovation, please connect with me or reach out directly. Let's leverage our collective expertise to create impact where it matters most.
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Asia Operations TransformationManulifeHong Kong
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ManagerVmware Jun 2018 - PresentBengaluru, Karnataka, India• Spearheaded a significant transformation project to upgrade the Avaya legacy contact centre to a cloud-based Genesys platform, ensuring CXO and executive levels engagement.• Direct the strategic shift from Genesys to Amazon Connect, leveraging AWS services.• Champion major Robotic Process Automation (RPA) initiatives in the Product Licensing operational domains to enhance efficiency and streamline business processes.• Oversee Project vEnrich, transitioning issue resolution in Product Licensing from external vendors to in-house management.• Led the phasing out of Non-Technical IVR options for customers, transitioning to omnichannel solutions, including Virtual Assistance powered by IBM Watson and Chat for self-service. • Direct global customer support operations, leading teams in India, Japan, and Egypt, overseeing product licensing, SaaS, and account services for VMware's international customer and partner base across all product lines as a manager.• Champion transformative initiatives, accelerate critical project outcomes, recruit and mobilise project team members, oversee project management teams, assign clear roles, and set up effective communication channels.• Execute the transition of tasks to vendors and partners effectively.• Enhance processes and set quality benchmarks for operational sectors, instituting protocols to ensure superior customer satisfaction (CSAT) and Net Promoter Score (NPS), while complying with Service Level Agreements (SLAs) and business services.• Manage problem identification processes to prevent potential incidents.• Design and finalise programs and packages, develop process workflows and refine operational efficiency.• Implement Robotic Process Automation (RPA) solutions to increase efficiency and streamline business operations.• Develop evaluation methods to assess team performance, identify enhancement opportunities, and apply industry best practices. -
Senior Delivery ManagerAvaya Nov 2011 - Jun 2018Hyderabad Area, India• Spearheaded strategic planning and implementation to establish a 70 FTE team at Avaya's global in-house center in Hyderabad, covering transition planning, talent acquisition, knowledge transfer, training, and IT provisioning.• Initiated and constructed a Business Continuity Planning (BCP) Center for Avaya from scratch in Bangalore.• Directed the successful transition of key clients such as Bank of Montreal, DLG, BT Lloyds Bank, and Tesla to Day2 Service Delivery.• Orchestrated and executed organisational restructuring for India-managed services teams, focusing on configuration management.• Collaborated and led the operations of the Avaya Technical Service Desk, including the design and implementation of programs, process reengineering, problem resolution, transitions, hiring initiatives, process optimisation, training programs, skill advancement, and customer engagement strategies.• Coordinated the strategic relocation of process operations from high-cost onshore locations to India.• Engineered and directed the reorganisation of the Customer Focus Team (CFT) and its various levels.• Played a crucial role in seamlessly integrating customers into the Managed Services platform.• Governed the global Business Operations Function for Avaya Managed Services.Achievements• Received a prestigious award from the Vice President of ITO Service Delivery in recognition of significant contributions to the strategic development and management of the APCS offshore delivery center. -
Service Delivery ManagerCognizant May 2008 - Nov 2011Hyderabad, Telangana, India• Orchestrated strategic planning and established Business Process Development Team for Credit Suisse.• Executed multiple lean projects utilising VBA to enhance and automate operations.• Managed the transition of the Reference Data Management process from Credit Suisse, NY, and directed the development of a subsystem application.• Devised and implemented the Business Process Development Team for Credit Suisse with a dedicated team of business analysts.• Demonstrated leadership in pioneering initiatives to automate business processes, harnessing technical and functional resources to identify opportunities for efficiency, gather business requirements, and execute projects across all offshore units.• Achieved excellence in optimising all offshore processes that support various functional areas.• Led the development of the Reference Data Management Application, playing a pivotal role in the planning, development, testing, and production implementation. -
ManagerDell International Services, Bangalore Dec 2006 - Apr 2008Bengaluru, Karnataka, IndiaHeaded and managed accounts receivable processes as part of Global Financial Services for relational and prepaid customers of the EMEA regionTransition of Accounts Receivable Prepaid and Term Activity for the EMEA region to the global in-house center of Dell; Knowledge Transfer & Process DocumentationAR Relationship Manager for EMEA to ensure seamless communication and coordination of AR activity between finance personnel based in the various business units of the EMEA region and India Successfully reduced AR open cash: $2.85 Million on non-terms & $4.2 Million on term/relational customers -
Assistant ManagerGenpact Feb 2001 - Dec 2006Gurgaon, IndiaAssistant Manager – Managed accounts receivable operations of Nissan Motor Acceptance Corporation.Transition of Genesys Dialer Operations from Nissan Motor Acceptance Corporation, Dallas to Genpact, IndiaManagement Trainee - Selected and Trained as a Management Trainee on all functions of Operations Management. analyst and reporting specialist.
Debraj Ghosh Skills
Debraj Ghosh Education Details
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Artificial Intelligence -
Digital Business Transformation And Leadership -
Leadership & Strategic Management -
Finance And Banking
Frequently Asked Questions about Debraj Ghosh
What company does Debraj Ghosh work for?
Debraj Ghosh works for Manulife
What is Debraj Ghosh's role at the current company?
Debraj Ghosh's current role is Asia Operations Transformation.
What is Debraj Ghosh's email address?
Debraj Ghosh's email address is de****@****ant.com
What schools did Debraj Ghosh attend?
Debraj Ghosh attended Texas Mccombs School Of Business, Indian Institute Of Management, Lucknow, Jack Welch Management Institute, Narsee Monjee Institute Of Management Studies (Nmims) Navi Mumbai.
What are some of Debraj Ghosh's interests?
Debraj Ghosh has interest in Listening Music, Soccer, Trekking, Playing The Game Of Basket Ball, Cricket.
What skills is Debraj Ghosh known for?
Debraj Ghosh has skills like Sip, Requirements Analysis, Sdlc, Sql, Credit Cards, Payments, Banking, Oracle, Financial Services, Business Analysis, Microsoft Sql Server, Db2.
Who are Debraj Ghosh's colleagues?
Debraj Ghosh's colleagues are Jenny Mccrea, Stephanie Hamel, Mazher Mehboob, Craig Slaunwhite, Phuong Pham, Raquel Cells, Jan Claude Vitaliano.
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Debraj Ghosh
Senior Manager It @ Onmobile Global Ltd | Icon Award |Ex Eos Nation Ambassador| Ex Ibm-Netsol| Startup Enthusiastic| Web3 Enabler| Crypto InvestorBengaluru3gmail.com, gmail.com, onmobile.com2 +919980XXXXXX
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Debraj Ghosh
Adept In It Infrastructure Management | Network Service Management |Project Management | Cisco Networks | Global Telecom | Risk Management | Agile Methodology | Strategic Planning | Customer Management |Bengaluru -
Debraj Ghosh
Procurement Manager - Corporate & Engineering Services◾Mba◾13 Years Of Experience In Indirect Procurement◾Specialized In Strategic Sourcing, Vendor Management & P2P Proces.Bengaluru2yahoo.com, alstom.com -
Debraj Ghosh
Bengaluru
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