Sumit Bhalla Email & Phone Number

With over 22 years of progressive leadership in Operatoins Delivery, I bring a proven track record in driving customer expereince, client relationship management high growth, and turnaround situations. Proven experience in BPO operations at functional and managerial levels, with ability to work independently, in a high pressure environment while meeting.

Gurgaon, India

• Responsible for delivery on set business objectives
• Designing Strategies to implement changes
• Managing end-to-end business operations & ensuring success across key operating metrics.
• Establish program objectives & strategies and coordinate the efforts of the Operations Managers and Team Leaders along with resource unit staff including human resources, training & quality, network services, and.
• Employee development, succession planning, attrition management, performance management, talent management and career planning

Gurgaon, India

• Responsible for program P&L, billing, cost control & budgeting.
• Direct client end interaction and client escalation point.
• Negotiating and finalizing SLA’s with the clients
• Partnering with Business Development to leverage and pursue new business from the existing & prospective clients.
• Employee satisfaction and motivation
• Profitability Management with specific focus on “Cost Optimization” & revenue enhancement

New Delhi Area, India

• Service delivery management
• Planning strategically to meet client goals
• Managing operations team of 200+ people
• Managed and Operated within Budgetary plans and controls.
• Capacity planning and staffing plans for the process based on business forecast.