MBA -  M.K.University

BBA  -  M.K.University 

Previous Experience

Jul'00-Sep'03:    Esskay Prop care (P) Ltd.,

      Role/Activity:  GM Project

Apr'90-Jun'00:   Whirlpool of India Ltd.,

      Role/Activity:Executive to Cluster in charge to PAN India operations.

Apr'88-Mar'90:  Udaya Industries

      Role/Activity:Trainee to Supervisor

Personal Detail

Will be pleased to provide on request


Six Sigma Certified

Core Competency

  • Setting up BPO Operations for the Global Delivery Center as a core member of Leadership team
  • Mapping client's requirements and coordinating in developing and implementing processes in line with pre-set the guidelines
  • Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
  • Preparing MIS reports & other statements with a view to apprise management of process operations and assisting in critical decision-making process
  • Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes
  • Assessing customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher customer satisfaction matrices
  • Undertaking responsibilities of removing unnecessary procedures in process for efficient functioning and ensuring uniformity at client's and organization's end


To be heading a top level assignment in - Service Delivery Management | BPO Operations Management

Work History

Work History
Jul 2013 - Present

Founder Director

Global Management Consulting


  • A niche third party consulting firm specializing in business transformation through active mentoring,catering to resource optimization and performance improvement. 
  • Our approach is structured, as well as nimble to assist in various phase of their life cycle. Blending strategic thinking with hands-on implementation, we develop and define operational strategies to help our clients to solve their most critical problems. We have deep functional and industry expertise.
  • We tackle the key operational challenges faced by our clients, particularly in the areas of providing technical support, start up operations, strategy planning, budgeting, manpower management, redesigning business processes, process management and market analysis. 
  • We work with leading organizations across the private, public and social sectors. Consultancy range from larger firms that offer end-to-end solutions to smaller firms that offer specialist expertise 
Mar 2010 - Jun 2013

Head XPS India

Xchanging Technology Services India (P) Ltd


  • Representing SEA region and to align with Global offices for replicating & adopting best practices
  • Responsible for reviewing and driving improvements of the KPI Metrics in line with the SLA
  • Responsible for harmonies relationship between organization and the Client, towards growth
  • Entrusted with the responsibility of developing and implementing activities like Contracts, Commercials/ Revenue Growth, Governance, Transitions, Cost optimization etc., Identifying, creating value through BPO-IT transformation, Tools and Technologies, product enhancement etc
  • Sustaining profitable operations through focus on budgeting, cost analysis & cost optimization
  • Driving key Strategic Initiatives while identifying and developing new business acquisition opportunities so as to deepen market penetration in the allocated areas and enhancing the client base. Pre-Sales support, responding to RFPs, RFIs and RFQs.
  • Responsible for career development/planning, performance for employee satisfaction and retention efforts


  • Vehemently introduced and implemented better process management yielding fall in turnaround time(up to 18% time reduction), thus the released time savings supported full/part deployment of resources other projects that resulted in additional savings through PEX and Six Sigma
  •  End to end s2p implementation & controlling the operations and timely delivery as per desired TAT
  • By treating next process as customer, increased overall CSAT from 79% [up 17%] to 96%.
  • Responsible for delivery stabilization of project and oversee operations, make independent decisions, which have major day-to-day
  • By adhering ISMS (27001), statutory regulations, improved compliance rate from 55% to 95% [up 40%].
  • Established the Early warning system to retain tenured and performing agents and minimized attrition rate from 15% to 9% monthly    
Mar 2003 - Dec 2009

Global Delivery Center Head

HCL Technologies Ltd -BPO Services


  • Entrusted the responsibility in setting up GDC and spearheading end to end p2p activity of AMD's core Fab factory and administrative office requirements., spread across the globe location comprising USA - Three location, SEA - Five and Europe - One.
  • Responsible for managing complete P&L operations and business support

Key Deliverable:

  • Oversaw @ 670 personnel ranging Middle level to Top level Management people on virtual, matrix and high complexity environment of varied international business culture ., resulting flawless business engagement and in achieving desired result
  • Fore fronting operations pertaining to revenue generation, reducing cost of operations and increasing efficiency as well as alleviating attrition rate.
  • As an enterprising Leader with dexterity, had successfully set up the  Global delivery center through:-

Process Management:

  • � Mapping client's requirements /pain area and coordinating in developing the Business model for    off-shore  operations.
  • � Guiding the Constituent Teams in Conducting "As-is" study and generating "As-is Process Flow" and responsible for sign-off by Clients. Arrive on the SOW and SLA
  • � Implementing migration and transitioning of processes in line with the guidelines specified by the  client.
  • � Parallel-run and Process refinements.

Operations Management:

  • �  Proficiently worked towards SLA Management & Metrics driven Team-performance management.
  •   Monitoring daily operations & ensuring fulfillment. Interacting with clients to review & resolve             operational  in case of issues.

Quality Management:

  • �  Deftly administering CTQ (Critical to Quality) and CTP (Critical to Process) targets.

Client Relationship Management:

  • �  Astute in Building and maintaining healthy business relation with Client, ensuring highest customer satisfaction by achieving delivery and service quality norms. 
  • Responsible for CSAT

Risk Management:

  • �  Ensured disaster recovering (DR) / business continuity plan (BCP) are implemented & maintained.

Significant Achievement:

  • Delivered $21.2M in cost saving and $13.3Min cost avoidance in '04.
  • Demonstrative excellence in improving Productivity (800 Purchases with 8 FTE's in 2004 to 2500
  • Purchases with 7 FTE's in 2005) [up 250%+]
  • Negotiated directly to deliver $43.5 M in cost saving and $28 M in cost Avoidance over three years
  • Instrumentally ramping-up the volume of Purchases handled from 800 per month in Jan'04 to about 2500
  • in Nov'05. [up 200% +] with 100% Quality ordering as per US statutory compliance