25+ years building
global customer operations.

GLOBAL B2B SAAS · DUBAI

Cvent

Senior Vice President & Co-Head, Global Client Services

Executive Committee member, leading a 1,200+ global organisation across Customer Success, Support, Professional Services, Managed Services and CS Operations.

• Own delivery, retention economics, cost-to-serve efficiency and multi-product scale worldwide.
• Supported the business through its public listing, Vista private-equity ownership and Blackstone transition, while integrating multiple acquisitions into a unified operating model.
• Reduced cost-to-serve by 30% and reduced churn through AI-driven efficiencies, standardised playbooks and margin-accretive delivery.
• Improved NRR and GRR through KPI-led systems, onboarding redesign, data-driven account management and consistent global delivery.
• Built board-level KPI trees, forecasting models, retention dashboards and cost-efficiency governance.
• Scaled offshore capability and standardised global processes to support multi-country growth with predictable execution.

CLIENT OPERATIONS · NOIDA

EXL

Senior Vice President (VP–L2), Client Operations, Customer Service

Senior operating leadership across a large offshore delivery engine with responsibility for P&L, client operations and service economics.

• Managed a $100M P&L and a 5,000-FTE offshore engine.
• Doubled revenue and improved gross margin by 50% over 18 months.
• Improved SLA performance by 30% and reduced cost-to-serve by 20% through delivery governance and KPI dashboards.
• Built multi-geography India and Philippines redundancy to strengthen resilience and EBITDA contribution.
• Expanded margin-accretive revenue through structured commercial programmes and high-margin professional services.

GLOBAL ACCOUNT MANAGEMENT · GURUGRAM

Sitel

Site Head & Senior Director, Account Management

Full-stack operating leadership across a $15M P&L and a 700-FTE multi-country footprint spanning India, the Philippines and Rabat, serving customers across five continents.

• Promoted to Global Account Head in the first year after delivering a site-level turnaround.
• Owned sales, delivery, compliance, HR and finance across the account P&L.
• Built a scalable offshore delivery backbone that later became a template for a larger India and Philippines operation.
• Strengthened unit economics through standardised processes, workforce planning and commercial discipline across regions.

CLIENT OPERATIONS · NOIDA

EXL

Vice President, Client Operations, Customer Service

Site Head for a 1,500-FTE UK insurance account with a $25M P&L.

• Transitioned work from client captive and shared-services operations into India, reducing the cost base and adding operational resilience.
• Grew revenue to 1.5 times and doubled profit over 18 months through productivity, SLA stability and standardised operations.

CUSTOMER SERVICE · GURUGRAM

Hewitt Associates

Delivery Manager (AVP), Customer Service

• Migrated HRO DB/DC voice work from US captive and shared-services operations to India, establishing an early low-cost delivery node.
• Scaled multi-process customer-service teams and developed the foundation for later UK insurance captive migrations.

TECHNICAL SUPPORT · MUMBAI

Sitel

Assistant Vice President, Operations, Technical Support

• Turned around a $7M ISP support P&L covering 500 FTE across three sites.
• Co-authored an offshore strategy with the client C-suite and opened a Hyderabad hub.

EARLY CAREER

Multiple MNCs

Managerial positions

Progressive roles in customer service and operations, building the foundation in frontline leadership, delivery management and multi-site execution.