Responsible for Growth and Transformation, P&L and Global Service Delivery for the portfolio

Key responsibilities included Relationship Management, Account led growth and Contract Management

Operations Management:• Delivery Lead for 800+ FTE for an UK based utilities client. Spearheaded Customer Service (Contact Center) as well as Collections portfolio for a US based Fortune 500 client with a span of 150+ FTE’s• Establishing operations rigor, executing client vision and delivering on KRA’s; creating value beyond operational delivery• Assessing customer feedback, evaluating improvement areas & providing critical inputs to the team to ensure improvement as well as managing relationships with key client stakeholders.• Increasing revenue generation and efficient management of cost of operations to increase profitability. Conceptualised and Implemented varied and dynamic pricing models such as “Transaction Based Pricing” and “Outcome Based Pricing”.• Responsible for account level P&L, budgeting and revenue management as well as for generating value for the client beyond SLA delivery via ROO and thereby improving CSAT Y-O-Y.• Controlling cost through effective utilization of personnel, materials and equipment through process improvement initiatives; coaching and counseling team members to enhance performance and manage people; helping them chalk their career path.• Leading account level internal audits and organizational compliance with respect to ISO, SOX in accordance to industry/Organization/Client certification guidelines.• Providing leadership on knowledge management, retention and grooming future leaders (talent strategy)CAREER PROGRESSION AT EXL SERVICEVice President, Operations Jan 2015 - PresentSr. Assistant Vice President, Operations Oct 2013 – Dec 2014Sr. Assistant Vice President - QPE and Migrations Mar 2011 – Sep 2013Assistant Vice President – QPE and Migrations Apr 2010 – Mar 2011Assistant Vice President - Operations Jul 2006 – Mar 2010Manager- Operations Dec 2003 – Jul 2006Assistant Manager – Operation Oct 2001 – Dec 2003