Responsible for customer service operations (team of c.3000) based out of India, Middle East, Sri Lanka and Malta, and serving HSBC’s retail/wealth/insurance customers in UK, Americas, Asia and Middle East.- Led 25 points improvement in NPS in one of our key markets through focus on quality of hiring, approach to training/coaching, and implementing a systematic culture of continuous improvement. As a result, this market moved up by 6 places against its competitors.- Embedded mobile chat and chatbots within operations to help serve customers through their channel of choice; resulting in NPS uplift and cost reduction.- Designed and implemented location strategy, thereby reducing costs, creating scale, and providing growth opportunities for our colleagues.- Turned around one of the regional operations by implementing operational discipline, management changes, and career progression for our new joiners. - Led the implementation of hybrid strategy (post Covid) across India GCC (c.25000 colleagues).- Collaborated across our WFM (work force management) and Command Center functions to build one team approach to deliver customer outcomes. Reduced variability in operational performance and thereby meeting customer outcomes at weekly average (from the monthly average).

Responsible for driving the transformation of contact centres globally. Held a budget of $100m. The scope of the programme included contact centers globally (20000 agents).- Initiated, designed and led the replacement of contact centre platform (from Aspect to Genesys) across key markets with agents spread across multiple geographies/languages. Led the RFP process, negotiated vendor contract and setup cross functional teams. Implementation completed within record time delivering cost reduction and improvements in agent and customer experience.- Implemented voice-biometrics solution across 4 countries resulting in improvements to AHT (average handling time), customer experience and fraud loss savings.- Rolled out multi-channel tools (chat, co-browse, e-signatures, video) providing additional customer channels and further driving digital adoption. Increased our non-voice (chat) contacts from 0 to 15%- Led the simplification and standardization of performance scorecards for our ~7000 front line agents to provide a clear and transparent link between performance and reward.

Responsible for reducing the volume of customer complaints and transforming the complaint handling process e2e across BT. Volume of complaints reduced by 30% within the first 12 months. Recognized by BT’s CEO (Gavin Patterson) at year-end results presentation (Slide 32).http://www.btplc.com/Sharesandperformance/downloads/PDFdownloads/q415-slides.pdf

Responsible for transforming the product development process across BT to reduce the time to market and the NPV gap between forecast and actual of new product business cases.

Responsible for driving turnaround in customer experience, product development and IT/network delivery across BT’s Ethernet services. Accountable for c£150m annual capex to underpin Ethernet growth. Turnaround recognized in a report from Current Analysis, a leading independent industry analyst.Report titled: “BT Wholesale Improves Ethernet Range in Several Directions”Published date: February 22, 2011

Responsible for customer experience transformation across broadband and data products for BT Wholesale. Accountable for capex, business case development, implementation and benefits realization.

Led cross-functional team (products, operations, IT) to successfully transform the customer journey on broadband provision.

Part of the internal consulting team within BT. Driven a number of initiatives covering strategies for revenue growth, online transformation and business case development for new IT stack.

Designed and led the implementation of a new service offering (Business Continuity consulting) focusing on Oil & Gas sector post the acquisition of Schlumberger Sema by Atos Origin.

Led teams of up to 20 consultants to manage technology and change initiatives spanning multiple geographies.

Led a number of projects as part of the team responsible for driving technology and network integration post the merger of two oifield services company.