- Set up and scaled functions of HR across Exotel - People Operations, Business Partnering, Compensation & Benefits, Performance Management and Talent Acquisition. - Supported Exotel growth from 120 to 300+ staff in 1 year.- Part of the core team to lead the people function integration across HR processes, people & culture, system & processes to overall change management.- Work with Business Heads/BU Heads to ensure higher engagement, reduce attrition and seamless integration… Show more - Set up and scaled functions of HR across Exotel - People Operations, Business Partnering, Compensation & Benefits, Performance Management and Talent Acquisition. - Supported Exotel growth from 120 to 300+ staff in 1 year.- Part of the core team to lead the people function integration across HR processes, people & culture, system & processes to overall change management.- Work with Business Heads/BU Heads to ensure higher engagement, reduce attrition and seamless integration between management and various teams.- Identify, analyze, and develop strategies to improve organizational health as indicated through employee engagement surveys and pulse surveys, HR Connects,Stay interviews for high potentials, personal observations, or other employee listening systems. Show less

- Set up and scale the Customer support organization for Exotel.- Introduced different channels of support to drive customer engagement across the organisation.- Consistently improved CSAT and drove customer conversations across the organisation.- Established new engagement models with BU Heads (Tech, Product, CustomerSuccess) to prioritize customer issues and drive resolutions.

- Implementing and managing research and customer experience measurement mechanisms to maintain ongoing metrics and insight into customer needs.- Providing an understanding of the customer and through focused research, analysis, and the development of insight - helping to shape marketing activity such as propositions, segmentation, and communications.- Identifying customer value drivers through surveys and research including customer satisfaction surveys, NPS, mystery shopping… Show more - Implementing and managing research and customer experience measurement mechanisms to maintain ongoing metrics and insight into customer needs.- Providing an understanding of the customer and through focused research, analysis, and the development of insight - helping to shape marketing activity such as propositions, segmentation, and communications.- Identifying customer value drivers through surveys and research including customer satisfaction surveys, NPS, mystery shopping, ethnographic studies, and other qualitative research programs. Show less

- Define the Customer Service KPIs, key targets and measures for all directorates across the business.- Implement and manage customer experience measurements.- Identify opportunities to drive improvements in the customer experience and work with the business in implementing the necessary changes to drive these improvements.

Lead Competitive Intelligence, Market Research and Marketing Communications for HP’s Enterprise Business Portfolio. Responsible for setting up the ESSN Competitive Intelligence Team within HP Global Analytics. Developing and ensuring seamless operation of standard processes, new project initiation,planning and execution for 7 engagements. Manage external research programs - quantitative & qualitative - including capture of requirements, research design, implementation, delivery… Show more Lead Competitive Intelligence, Market Research and Marketing Communications for HP’s Enterprise Business Portfolio. Responsible for setting up the ESSN Competitive Intelligence Team within HP Global Analytics. Developing and ensuring seamless operation of standard processes, new project initiation,planning and execution for 7 engagements. Manage external research programs - quantitative & qualitative - including capture of requirements, research design, implementation, delivery, interpretation and recommendation. Show less