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Work experience

Feb 2010Present

Partner Consultant

StreetSmart Call Centre

StreetSmart Call Centre is a firm that is dedicated to serving the call centre industry by providing breakthrough outcomes for its clients. It provides consultancy and management services to its clients. Its goal is to provide solutions that are “street-smart” for its clients- solutions that have been proven to work by the most successful practitioners in the industry. As a Partner Consultant, I provide highly specialized consultancy and operational management expertise to our call center and BPO clients on a worldwide basis.

Jan 2009Present

Connector and Strategy Sessions Member

Boston World Partnerships

Boston World Partnerships is a new, non-profit organization, created by Mayor Thomas M. Menino, to raise global awareness of Boston as one of the world's foremost centers of intellectual capital and innovation, offering tremendous competitive advantages to growth-minded businesses. BWP is a public-private partnership, with seed funding from P&G/The Gillette Company and the Boston Redevelopment Authority.

As a Connector, I inform the world about Boston's strengths, and help BWP connect businesses to the resources that Boston's economy offers.As a Strategy Session member, I help Boston thrive by providing a safe constructive interface for Boston's entrepreneurs and business people to get help with their strategy and tap into the power of BWP.

Feb 2012Present

Founder and CEO

Keshiha Services
Jun 2010Feb 2012

Senior Assistance Vice President- Operations

Centrica plc

Headed the relationship engagement with our outsourced partner in India and provided stewardship for our outsourced debt function. Was a member of the India Leadership Team as well as the Wider Leadership Team at the BU level.

Sep 2009Jun 2010

Senior Consultant

Solutions Insights

Responsibilities included strategic consulting, client engagement and solutions management. Co-prepared 2 case studies along with Stephen Hurley, MD. These were used in the Solutions Marketing class in the MBA program at the Hult Business School. - The 1st case study dealt with the world's leading developer and provider of information infrastructure technologies, services, and solutions to transform one's business and how it changed the game with its innovative solutions strategy- The 2nd case study dealt with a top Fortune 100 multinational retailer of technology and entertainment products and services and how it transformed into a true solutions company by integrating a small computer repair service and building it into a national brand in the US

Jul 2009Aug 2009

Consultant

BAE System

Consulting engagement with BAE Systems (North America) for providing innovative business concepts for the future in the 'field-of-play' of energy. Worked with the executive management team from Innovation and Growth Initiatives function under the Electronic, Intelligence and Support Business Development vertical.Specific deliverables included:1) Identifying multiple fields-of-play (FOP)2) Future trends mapping3) Business case creation for the FOP's4) Identifying business concepts within the FOP's5) In-depth evaluation and selection of 1 or 2 business concepts based on maximum potential criterion6) Presentation of business case around the selected business concept- translating the innovation idea to an implementable business plan with clear financial benefits outlined

Feb 2007Aug 2008

Associate Vice President- Operations

Vertex Data Science

Managed a U.S based accounts receivables management contract- a recovery process with an ageing profile of 24/ 180 months. Handled strategic and tactical delivery against client and internal metrics using strategies involving one-to-one collection efforts (phone contacts), white mail contacts and optimized dialer usage. Managed an average headcount of about 60 functional employees including quality officers, dialer and report analysts, team managers, operations manager and a senior operations manager. Prior to this was managing the inbound customer service delivery operations for Orange Telecom (UK). The client was the biggest for Vertex India both in terms of FTE's & revenues. Managed 270+ employees on the contract.

Jan 2002Dec 2007

Partner

Daimoku Technology Partners

Provided consultative services internally to help define strategies for optimizing business processes and develop off-shore presence in India for U.S IT companies.

Aug 2003Jan 2007

Process Delivery Head

MphasiS, an EDS company

Facilitated the set- up, establishment and development of MphasiS’s first North India delivery centre at Noida (UP) for their first India Business client- Bharti Airtel. Managed 1000+ functional employees with full P&L responsibility and commanded operational delivery for this new and dynamic customer service program overseeing strategic planning, operations planning and resource management. Prior to this, as the Manager- Operations, led operational delivery for the accounts receivables management program for Citibank (USA)- from buckets 0 to 6 including recoveries and skip tracing. This was one of the most complex international process for MphasiS and was also the biggest in terms of FTE’s and revenues. Managed 120+ staff across geographies. Other responsibilities also included participation in RFI's/ RFP's as an operational SME and working on projects to optimize business processes and delivery at the corporate level.

20022003

Team Leader

Convergys India Pvt. Ltd.

Handled multiple roles of increasing responsibility for AT&T (USA), including: Pilot Team Leader- Customer Service and Upselling, Transition Team Leader, Pilot Process Trainer, Pilot Team Leader- Online Billing Customer Support (ECare) and Red Hat Implementation Team Principal Member. Participated in critical implementations and set- ups and ensured Service Level Agreements (SLA) achievement.

Education

2008Present

MBA

Hult International Business School
  • Elected "Student of the Year" by the school administration
  • Placed on "Dean's List"
  • Awarded the 'Hult Leadership Scholarship'
  • Elected as Partner of the Hult Consulting Club
  • Elected as Executive Facilitator of the Hult Entrepreneurship Club
19961999

Political Science

University of Delhi

Skills

Innovation Management
Proficient in Innovation Management using variety of frameworks and tools- including field-of-play identification from business opportunity mapping to using TRIZ Turbo and REALIZE Strategy amongst others.

Certifications

Train the Trainer

Convergys

Six Sigma Green Belt Training

GE Capital International Services

TRIZ Turbo Course

IXL Center for Innovation, Excellence and Leadership

Affiliation

Social Presence

Commendations

VERTEX DATA SCIENCE, Gurgaon, India 2007-2008

UK's leading provider of outsourced business services and technology solutions with expertise in customer

management

Associate Vice President- Operations

"Divyan has the strength and capability of looking forward and driving professionalism in an environment that is extremely fluid. He has excellent communication and managerial skills in outsourcing and is a real credit to the industry he serves"- Sunil Patel, Programme Manager, Xansa managed Divyan indirectly at Vertex India

MphasiS, an EDS company, Bangalore/ Noida, India 2003-2007

Leading provider of consulting, world- class IT and BPO delivery capabilities to G1000 companies around the world

Process Delivery Head- Operations (2005- 2007)

Received multiple commendations for seeing the program through an environment of extreme fluidity and pressure:

"Intelligent, sincere and hardworking individual...Manages the data very well and remain on top of the issue till the closure...Has an amazing capabilities to handle huge amount of data and manage it well...I worked with him directly and indirectly on various mandates. He is a great colleague to work with and highly dependable...He will like to understand the complexities associated with the issue first and then work out a long term solution rather than

recommending the band aid solution..I wish him the best..." - Milind Godbole (MG), Chief Operating Officer, MphasiS BPO services managed Divyan at MphasiS BPO, an EDS company

"I have worked with Divyan during my tenure at Mphasis and worked with him extensively when he was responsible for the domestic business of one our delivery centres. In this specific role, Divyan displayed a sense of responsibility and an ability to deal with extreme pressure. One of the challenges of handling operations, is to bring in a balance between being people centric and handling day to biz which Divyan could do extremely well. He is an asset to any organisation. I wish him all the best." - Anuradha Rao, Director, HR, MphasiS managed Divyan indirectly at MphasiS BPO, an EDS company

Operations Manager (2003- 2005)

"Divyan has been one of the most prolific managers to have worked for me. He took over one of the complex business units of our organisation in Bangalore when things were really looking down. With his excellent leadership abilities, high levels of maturity and operational expertise, Divyan turned around the business in record time. This went on to become the most profitable and successful businesses that we ever had. Divyan's key strengths are his attention to detail, high integrity levels along with visible dynamic leadership skills. Wish him all the best in his future leadership roles."- Saket Drona, VP and Site Director, MphasiS managed Divyan at MphasiS BPO, an EDS company

"Divyan was awesome at work and his approach in decision making made him an excellent people's manager. He is a great leader with diverse business experience, always committed to excellence. I have learnt a lot from him and wish I would get a chance to work with him in the future." - Wilfred D' SouzaDialer Analyst, MphasiSreported to Divyan at MphasiS BPO, an EDS company

Interests

Internet, E-commerce, Nanotechnology, Healthcare, Military Systems, Survivability Systems- both defense and civil, Artificial Intelligence, Cleantech, Sustainable Construction, Mentoring- both business and personal life, Entrepreneurship and Social Advancement Strategies especially in the field of education and healthcare for children and women and assisted care for the elderly. 

Operations/ Innovation Executive

Visionary executive leader with 12 years of expertise in strategy setting and execution, operations and financial management and turnaround operations having worked for top Fortune 500 clients such as AT&T, Citibank, Orange, Centrica and Bharti Airtel. Subject matter expert in the outsourcing domain with proficiency in team building, policy and procedure development, problem resolution and risk management using innovative and prudent solutions. Customer focus- driven leader, able to develop and manage complex relationships and work environments, fueling greater customer satisfaction and fewer conflicts using superior management skills.

Additional core competencies include:

  • Innovation Management
  • Continuous Process Improvement
  • Training and Development
  • Process Optimization
  • Program Management
  • Relationship Management