Head of Offshore Business & Global
Sagility Health
Total years of experience :11 years, 0 Months
Directing the Offshore Business across India and Philippines, with $400 million+ of revenue, 35%+ EBITDA, over 25, 000+
employees, spread across 14+ centers. Formulating Long & Short-Term Strategies, Budgets, Operational efficiencies, Resource Ramp-
up & Capacity Planning in a Hybrid working environment
Global Head of Operations Enabling Functions of Transitions & Ops risk, Learning & Development, Workforce, Business
Excellence & Transformation
Operationalized Healthcare Practice structure to drive focus on strategic growth. Set-up Practice based CoEs to elevate from
delivery partner to being Strategic partner for clients on the back of industry leading Tech enabled solutions
Pivotal in driving growth and consistent CSAT of 50+ NPS by steering transformation, client engagement and product innovation
for Payers (Insurance) & Providers (Facilities) business, ensuring maximum profitability & cost-efficiency. Driving focus on Value-
stream mapping
Expanded Capacity Footprint in Tier-2 Cities and a Hub & Spoke model of hybrid delivery
Focus on ESAT and ESG
Directing Offshore Healthcare Business across India and Philippines, mainstay of Healthcare Business for HGS with $350 million+
of revenue, 30%+ EBITDA, over 21, 000+ employees, spread across 30+ centers. Formulating Long & Short-Term Strategies, Budgets,
Billing, Expense Management, Resource Ramp-up & Capacity Planning as per Projections
Overseeing Shared Services Functions of HR, Finance, Workforce, Business Excellence & Transformation, Technology,
Compliance and Training for offshore geographies - India and Philippines, developing new Processes/Workflows, for effective Global
Service Delivery
Established Work-at-home operations at the onset of the pandemic. Quickly ramped to 95%+ operational capacity within 2
months of the lockdown
Monitoring overall functioning of processes, identifying improvement areas and driving measures to enhance efficiency,
productivity & quality. Liaising with Quality Team to build effective audit mechanisms & SOPs to maintain Critical to Quality (CTQ)
targets
Led HGS India CRM Business & International Portfolio of Consumer, E-Commerce, Telecom & Media Verticals supported from
India
Steered business development, transitions and solutions, operations, client servicing, HR, training, administration,
compliance, finance and business excellence functions
Developed Integrated Omni-channel service offerings to support customer lifecycle from the start, with customer journey
mapping, using multi-skilled service representations empowered with cost-effective, asset-light technologies
Business Leader of Direct Marketing and Digital businesses. Architect of company turnaround to Sales process outsourcing on back
of effective technology adoption
Managed Business Development, Sales, Distribution, Hiring, Training, Technology, Operations and Analytics of 2, 000+ Tele-calling
workstations and 200+ Field Staff panning across India for Financial products, Education, E-commerce and Real Estate in India
Ensured predictability and profitability; with discipline around Input management, being Process centric and Output focused
MBA – Marketing from Narsee Monjee Institute of Management Studies, Mumbai University Secured 4th Place in Merit List
B.Com. from Allahabad University Gold Medalist; awarded University Toppers Medal for All-round Best Student in 1991