Provide operational and transformation consulting, operations excellence, and strategy support related to BPO operations across industry and delivery channels for successful operations. ● Business strategy ● Operational strategy ● CX transformation initiatives ● Process re-engineering ● Project Management● Capability building ● Shared Services strategy & execution support● Continuous Improvement & Process Excellence● Profitability / optimisation ● CSAT / NPS improvement● Leadership Trainings● Quality framework deployment● Performance Management framework deployment

Global Operations delivery ~1400 associates multi Geo/locationFor US-based e-commerce, retail, clients. Digital customer care, Trust & Safety, and back office operations.- SLAs, Account strategy & growth- Business transformation

Operations and process consulting under the theme Managing for Customer & Stakeholder Success, providing support for :- Operational strategy- Operational Excellence - Quality and Continuous Improvement framework deployment- Optimisation - P&L & Profitability - Operational Execution - Risk Mitigation- Transition Management Framework Deployment- Project Management- Change Management - Training - Project Mentoring- People strategy   - Performance Management - Organisation Development Framework - Training Programs for Capability Building

Operations delivery ~1000 associate strong travel ops for a top European and US-based travel companies. Providing customer care, Revenue Accounting & Revenue management, Back office, AP, AR services. - SLAs, Account strategy & growth- Process excellence and business transformation- cross channel service delivery operations.

Managed 1100 people contact center for North America’s 4th largest online travel company. Based in Gurgaon, India, The team supports the $5 billion online travel business with sales, customer care, with annualized $110 M revenue generation from contact center sales and cross sell.Led the team to set up Pune location operations - 220 FTEs, front line & leadership hiring, training, site readiness - with go live in <60 days

- Global Director - Managed a $17 M global account delivery for a US based financial services client. With 750+ FTEs across 4 businesses and 4 delivery locations US, LATAM, India, and Philippines. Omni-channel customer experience. - Regional Performance Director - A strategic role to design, implement, monitor and improve employee life cycle processes in the area of Operational Performance, Change Management, Talent/Leadership Development, Succession Planning, and employee retention. Implement Performance Management Strategies supporting multiple client programs across the region.- Site Director - Service delivery for 500 FTE site operations providing Customer Service, Tech Support, Back Office, Telesales services for Travel, Technology, Insurance, and Financial services clients across delivery channels. P&L Management; Service delivery – client SLAs/KPIs, operational performance; Process improvement; Client relationship management; Transition, Training / HR / Hiring / needs for the site.- Sr. Manager operations - Service delivery, quality, 160 FTEs. transitioned multiple programs and LOBs, - Sr. Manager Strategic Quality - Develop YB & GB training curriculum, development and implement ideation framework. $ 6 M business benefit delivered through lean six sigma projects and initiatives.

Supported GE commercial finance business, with Six Sigma and Lean process improvement projects, data analysis, business and customer initiatives, change management, and training.-Standardization to improve accuracy across different processes . - Mentored Six Sigma Green Belt and Lean projects. Delivered Biz Impact of ~ $ 350k.- e-Learning project operations - instruction design, e-learning content development and project management. - Green Belt certification - $ 80k business benefit