Accomplished Leader offering expertise in delivery and strategy planning with 14+ years of overall experience across delivery management, strategy & planning assurance execution.

  • Recognized as a builder and leader of high performance teams by engendering a culture of trust and collaboration and valuing ongoing training and development to build skills and professionalism.
  • Excellent  interpersonal, leadership, communication, and presentation skills.

  • Distinguished background driving profitability through the strategic implementation of key initiatives across units

  • Adept to managing change and driving bottom line results to improve revenue and margins.
  • Track record of converting dissatisfied customer relationships to delighted partners

Work History

Work History
Dec 2015 - Present

Sales Effectiveness - Senior Manager

Infosys BPO Ltd

Primary responsibility involves setting up the pilot team & processes to drive sales effectiveness & excellence across the organization. Key areas of focus are Pipeline Reviews, Sales Analytics, Key Account Planning, Sales Scorecard Management and governance of Sales Strategy Execution.

Jul 2012 - Nov 2015

Lead - Planning & Assurance

Infosys BPO Ltd

Managing Unit Planning and Assurance Responsibilities for 3 major business units with 5000 resources and 80+ clients.  Program Management and Implementation of Yearly Planning Process for the units. Responsibilities include account planning, revenue, budgeting & analysis, risk management for the units  with a revenue of ~ 200  Million USD. Primary responsibility to ensure that unit goals meet the organizational quarterly  and yearly targets for growth.

  • YoY revenue targets of 5% was met and exceeded for the units
  • Lead utilization optimization project for the units and improved margins by 2%
  • Set up the initial core team and streamlined all planning & assurance processes
  • Introduced forecast based manpower planning model for the unit
Jul 2006 - Jan 2012

Sr. Operations Manager

Infosys BPO Ltd

Successfully managed profitable delivery of  major US consulting client account with revenue ~ 3 Million USD with a headcount of 120 FTEs across multiple discipline teams and orchestrate the delivery of US Benefits processes to meet client business objectives.  Responsibilities included end to end delivery management with P&L accountability for the engagement.

  • Lead automation efforts which lead to savings of 200K $ for the client
  • Reengineered the new hire onboarding process which resulted in reduction in time for end client onboarding by 2 months thus directly impacting the pipeline for the account
  • Redesigned the entire process by introduction of "functionalized model"
Aug 2004 - Jun 2006

Assistant Manager

Deloitte Support Services Pvt Ltd

Lead the India Quality Assurance and Operations Team to meet targets for the India center. Successfully ran the Quality Operations by consistently meeting and exceeding targets assigned to the team.

  • Set up the initial team in India for operations and quality support successfully
  • Lead transition for the movement of the function from onshore to offshore
Sep 2001 - Mar 2004

Senior Technical Support Analyst

GECIS IT Services

Part of the technical support and quality team. Primary responsibilities included troubleshooting web portal issues and quality auditing of customer calls.

  • Moved from call support to quality auditor role within an year
  • Received multiple client appreciations for the support


Dec 2015 - Mar 2016

Certificate Course on Innovation & Entrepreneurship

Stanford Global School of Business

Course on Entrepreneurship and Innovation

Jan 2010 - Jan 2011


Indian Institute of Management - Ahmedabad

Course in Business Management

Jun 1997 - Jun 2000

B.Sc Honours


Bachelors in Science Majoring in Zoology Honours

Core Competencies

  • General Management
  • Transformation & Innovation
  • Delivery Operations
  • Strategy Planning & Analysis
  • Client Relationship Management
  • Talent Management
  • Revenue and Budget Planning
  • Team Leadership
  • Communications and Governance
  • Project Management
  • Design Thinking


Oct 2015 - Dec 2015

Customer Analytics

Wharton School & Coursera

Customer Analytics

Jul 2015 - Sep 2015

Design Kit for Human Centered

Acumen & IDEO

Methods and tools of human-centered design while tackling a real-world design challenge. Topics covered in the course included: human-centered design research methods, concept generation, and rapidly prototyping a solution to a poverty-related design challenges

Sep 2004 - Dec 2004

Essentials of Human Resource Management


Certification on Human Resource Management

Jan 2004 - Dec 2004

Green Belt - Six Sigma

Infosys BPO Quality Academy

Certification in Six Sigma - GB

Jan 2000 - Dec 2000

Professional in e-commerce

IBM & Asset International

Certified professional course in ecommerce

Professional Accomplishments

  • Unit exceeded revenue and utilization targets for 3 consecutive years since go live
  •  Utilization Improvement Project leading to margin improvements by 1%
  • Consistently met and exceeded margin targets in excess of 5%
  • Transformation Projects leading to 1 Million USD Savings for the client
  • Y-o-Y Average Revenue Growth for Account at 10% consistently for 6 years of operations
  • Successfully set up Deloitte India Quality Center leading to 0.6 MUSD savings annually

Awards & Recognitions

Infosys BPO :

  • Pinnacle Award for Leadership
  • CLUB FUEL Graduate ( Leadership Program for High Performers )
  • Milestone Award
  • Customer Excellence Award
  • Selected for Company Sponsored Program from IIM- Ahmedabad

Deloitte :

  • Excellence Award
  • Personal Letter from MD of Deloitte India for high performance

GE :

  • Hall of Fame Award
  • Client Appreciation Awards


Personal Achievements

  • Won Writing Contest and got published in Chicken Soup Series by Jack Canfield
  • Successfully shortlisted and selected for the Stanford Ignite India Program 2016 on Entrepreneurship & Innovation


Available on Request