• Reporting to Head of Global Delivery & Technology; leading team of 9 VPs, AVPs & Directors• Liaising with internal teams; migrated complex business portfolios across IT & BPO profiles• Heading teams of Data Analytics, Survey Automation, Project Management, User Application Support, RPA Verticals• Driving digital & automation projects like auto scripting; actively working on reducing employee stress, facilitated proper utilization of resources and improved employee morale with focus on achieving higher retention, enhancement in capability & quality of output• Ensuring adherence with ISO 9001, 27001, and 20252 through a single annual audit mechanism (an industry first)• Acting as Member of the Global Innovation Board, worked on key client projects; ensuring client connect & engagement• Collaborating with third-party providers; ensuring compliance to contracts and costs• Identifying & implementing measures to continuously improve performance• Developing & implementing strategy to help clients achieve the expected results• Delivering best practices in respect of tech transfers and process validation; delivering a culture of continuous improvement• Building framework for implementing industry-benchmarked tools and processes that drive the maximum effect on improving KPIs• Envisioning large digital engagements, evangelizing new digital projects, architecting the ‘To-Be’ digital landscape with best suited solutions in fast evolving digital world including organizational alignment, architecture standards, business case and roadmaps• Architecting & developing designing solutions for the product & managing process set-up & development; driving product vision, strategy, roadmap and release plans

• Managed tier-1 customer and technical support for a US-based telecommunications giant, with 250 FTEs & 14 Managers• Facilitated budgeting, recruitment, training, and delivery; worked on global Six Sigma projects to reduce defects• Devised & implemented best practices in technology & operations that became the foundation for new business lines

• Led end-to-end delivery & multiple services of a water utility client with over 300 FTEs• Drove P&L of GBP 3 million and 7 subdivisions, including back-office operations and frontline voice support