Vice President & Global Head - Information Services
VFS Global
مجموع سنوات الخبرة :22 years, 11 أشهر
Managing the BPO arm of the company, providing contact center solutions across 120+ countries in 58+ languages. Leveraging deep operational and business development background to uncover opportunities for market share growth through comprehensive analysis of existing clients' business models.
Participate in Global government tenders and create winning proposals with innovative solutions at low-cost models. Implement new business models to create business development opportunities and increase market share.
Selected few Key Achievements:
Led massive change in business model by consolidating multiple businesses across geographies to yield a savings of $ 4 million
Led the negotiations team on an outsourcing deal to successfully reduce costs by $ 2.5 million
Successfully championed multiple cost-reduction activities - SMS transition, CRM service provider rationalization, Automation & Digitization of all CC channels (Voice/Emails/Chat), Telecom providers change management
Conceptualized and Set-up a NOC (Network Operations Centre) facility in Mumbai to monitor global contact center operations of the company
Implemented a 'first-of-its-kind' Grievance Facility for the Indian Govt. in Dubai, UAE. This is a self-funded and sustaining model with involvement by influential Indians in UAE to deliver Support & Counselling services to distressed Indians
Successful track-record of winning multiple government contracts consistently by delivering low-cost and innovative solutions
Conceptualized and Designed new business models - Omni-Channel Contact Center experience & NXT GEN Contact Center model to target mega Global events
Managed Telecom & Media vertical projects, supported Operational and Organizational objectives, and delivered services to UK based clients. Promoted quality customer service standards and consistently met or exceeded specified objectives and key performance indicators (KPI). Ensured the delivery of CSAT and administered project budgets. Trained, mentored, supervised, and evaluated performance of staff members. Coordinate with teams and played a key role in an ISO: 27001 (formerly BS7799) certification in Belfast, UK.
Selected few Key Achievements:
Hands-on experience of deploying first onshore UK operations in Belfast from bare-shell to full BAU delivery site
Started as a Customer Service Agent and progressed up to Middle-Management position - Thorough knowledge and experience of how every staff level can contribute towards the benefit of operations
Consistently achieved and delivered great CSAT results of 55% upwards NPS score for a major telecom client
Won 'Best Manager' award twice - Pan-India & UK/Europe operations
Delivered multiple Six Sigma Lean projects across various projects to reduce operations leakages and thereby increase Business Gross-Margins
Selected twice as 'Leader of Choice' to showcase to prospect clients and eventually chosen to lead the pilot programs in India & UK