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Work Background
DialecticaDomain Expert & Consultant
Nov. 2024Ahmedabad & New DelhiAt Dialectica, a leading provider of expert network services, I serve as a Domain Expert & Consultant specializing in Project Management and Outsourcing Contracts within the Public Services, Banking, and Finance sectors. I leverage my experience and insights to provide strategic guidance to top consulting firms and corporations, enabling them to make informed decisions and drive successful business outcomes. Achievements : 1. Conducted multiple consultations, providing in-depth insights and analysis on complex project management challenges, outsourcing strategies, and contract negotiations. 2. Leveraged my expertise to assist a global management consulting firm in developing a robust outsourcing strategy for a leading financial institution, resulting in significant cost savings and improved service delivery. 3. Shared my knowledge and experience through leadership contributions, including articles and webinars, on topics related to project management best practices and effective outsourcing contract management. 4. Consistently received positive feedback from clients, highlighting my industry knowledge, strategic insights, and ability to deliver actionable recommendations.
BLS InternationalGlobal Head - India International Operations & New Business Acquisition
Feb. 2024 - Sep. 2024New Delhi, Delhi, India(Equivalent to: SVP – Global Service Delivery) As Global Head - India International Operations & New Business Acquisition at BLS International, a leading visa outsourcing and technology services provider, I spearheaded the management of existing outsourcing operations for Indian Embassies across 11 countries. This role involved high-level engagement with senior leadership at the Ministry of External Affairs (MEA) in New Delhi, focusing on strategic expansion and operational excellence within the global visa and consular services domain. Achievements : 1. Managed outsourcing operations for 11 Indian Embassies across diverse regions. 2. Successfully did end to end project management for New 15 (Bahrain, Sri Lanka, Thailand, South Africa, Germany, France, Seoul, China, Vienna, Singapore, Hongkong, Spain, Australia, Netherland & Pravasi Bhartiya Seva Kendra) outsourcing contracts floated by Ministry of External Affairs, Govt of India New Delhi which included Resource Planning, Solution designing, Proposal writing, RFP deadline management, technical presentation and Commercial bid opening. 3. Provided strategic advisory and consulting to Ministry of External Affairs (MEA) on RFP improvements, capacity planning, Customer experience and SLA management. 4. Led proposal writing, RFP management, and commercial bid evaluations for government contracts. Identified strategic areas for business diversification, focusing on passport domain changes and future revenue opportunities. 5. Engaged senior leadership at MEA for key decision-making and audit processes, International Operations, Business Development, Government Contracting, Strategic Planning, Project Management
BLS InternationalHead - Strategic Operations
Feb. 2024 - Sep. 2024New Delhi, Delhi, India(Equivalent to: SVP – Global Service Delivery) As Global Head - India International Operations & New Business Acquisition at BLS International, a leading visa outsourcing and technology services provider, I spearheaded the management of existing outsourcing operations for Indian Embassies across 11 countries. This role involved high-level engagement with senior leadership at the Ministry of External Affairs (MEA) in New Delhi, focusing on strategic expansion and operational excellence within the global visa and consular services domain. Achievements : 1. Managed outsourcing operations for 11 Indian Embassies across diverse regions. 2. Successfully did end to end project management for New 15 (Bahrain, Sri Lanka, Thailand, South Africa, Germany, France, Seoul, China, Vienna, Singapore, Hongkong, Spain, Australia, Netherland & Pravasi Bhartiya Seva Kendra) outsourcing contracts floated by Ministry of External Affairs, Govt of India New Delhi which included Resource Planning, Solution designing, Proposal writing, RFP deadline management, technical presentation and Commercial bid opening. 3. Provided strategic advisory and consulting to Ministry of External Affairs (MEA) on RFP improvements, capacity planning, Customer experience and SLA management. 4. Led proposal writing, RFP management, and commercial bid evaluations for government contracts. Identified strategic areas for business diversification, focusing on passport domain changes and future revenue opportunities. 5. Engaged senior leadership at MEA for key decision-making and audit processes, International Operations, Business Development, Government Contracting, Strategic Planning, Project Management
Tata Consultancy ServicesHead - All India Business Operations & Citizen Service Delivery
Jan. 2020 - Jul. 2023New Delhi, Delhi, India(Equivalent to: SVP – National Operations & Transformation) As Head - All India Business Operations & Citizen Service Delivery at Tata Consultancy Services (TCS), I was responsible for overseeing the end-to-end operations of 93 Passport Seva Kendras (PSKs) across India. This encompassed streamlining operational processes, enhancing service quality, and ensuring exceptional citizen-centric service delivery in a government-facing role. Achievements : 1. Managed cordial relationship with Top brass of Ministry of External Affairs centrally, as well as at the 36 Regional locations. 2. Overseen operations for 93 Passport Seva Kendras (Service Delivery Centers) and managed a team size of 2500 personnel, rendering 60000 - 70000 best in class services daily with exceptional customer experience. Ensured effective recruitment, training, and performance evaluations. 3. Under operational excellence initiative, developed & implemented a new appointment model during the COVID-19 crisis, improving customer satisfaction with better capacity & resource planning. 4. Coordinated with state and central government agencies to maintain seamless operations, achieving a 99.99% customer satisfaction score & 100 % compliance on all agreed SLA's. 5. Oversaw P&L management & Initiated additional revenue-generating programs like Student Connect, Defense Connect, Railway Connect & Government Connect secured additional 1 lakh applications monthly in FY 20-21 & 21-22. Also, secured branding deals with Bank of Baroda, Bank of India, Union Bank & IDFC First Bank. 6. Led Non-IT Infrastructure rollout for the Passport Seva Project, created new project rollout organization team of 90+ personnel for effective & timebound execution. Ensured a total saving of 100 cr annually in Leasing for 93 locations. 7. Managed a budget of ₹1150 cr for non-IT infrastructure rollout for re-engineering operations & enhancing service delivery across various facilities.
Tata Consultancy ServicesHead - All India Business Operations & Service Delivery
Jan. 2020 - Jul. 2023New Delhi, Delhi, India(Equivalent to: SVP – National Operations & Transformation)
As Head - All India Business Operations & Citizen Service Delivery at Tata Consultancy Services (TCS), I was responsible for overseeing the end-to-end operations of 93 Passport Seva Kendras (PSKs) & New project version rollout across India. This encompassed streamlining operational processes, enhancing service quality, and ensuring exceptional citizen-centric service delivery in a government-facing role. Achievements : 1. Managed cordial relationship with Top brass of Ministry of External Affairs centrally, as well as at the 36 Regional locations. 2. Overseen operations for 93 Passport Seva Kendras (Service Delivery Centers) and managed a team size of 2500 personnel, rendering 60000 - 70000 best in class services daily with exceptional customer experience. Ensured effective recruitment, training, and performance evaluations. 3. Under operational excellence initiative, developed & implemented a new appointment model during the COVID-19 crisis, improving customer satisfaction with better capacity & resource planning. 4. Coordinated with state and central government agencies to maintain seamless operations, achieving a 99.99% customer satisfaction score & 100 % compliance on all agreed SLA's. 5. Oversaw P&L management & Initiated additional revenue-generating programs like Student Connect, Defense Connect, Railway Connect & Government Connect secured additional 1 lakh applications monthly in FY 20-21 & 21-22. Also, secured branding deals with Bank of Baroda, Bank of India, Union Bank & IDFC First Bank. 6. Led Non-IT Infrastructure rollout for the Passport Seva Project, created new project rollout organization team of 90+ personnel for effective & timebound execution. Ensured a total saving of 100 cr annually in Leasing for 93 locations. 7. Managed a budget of ₹1150 cr for non-IT infrastructure rollout for re-engineering operations & enhancing service delivery across various facilities.
Tata Consultancy ServicesRegional Head Operations - West (Rajasthan, Gujarat, Maharashtra & Goa)
Nov. 2012 - Dec. 2019(Equivalent to: VP – Regional Service Delivery)
As Regional Head Operations - West for the Passport Seva Project at Tata Consultancy Services, I played a critical role in the national rollout of India's ambitious passport modernization initiative. My leadership was instrumental in managing end -to -end operations of 18 Passport Seva Kendras (PSKs) across four states - Rajasthan, Gujarat, Maharashtra, and Goa with total manpower of 800+. My core focus remained on ensuring seamless citizen-centric service delivery, operational excellence, and fostering strong relationships with government stakeholders. Achievements : 1. Addressed high-volume passport appointment demand in three months by re-aligning districts, optimizing process and temporary sites addition, cutting Pune wait from 72 to 1 day and Surat from 48 to 1 day, ensuring SLA compliance & maintained excellent client relationship with respective RPOs for smooth execution. 2. Advocated for and led the transition to paperless passport processing, reducing personnel requirements at both TCS and MEA levels resulting a annual saving of 20 Cr & 113 manpower count with enhanced customer experience. 3. Identified significant upfront passport application rejections due to document policy & led major change initiatives around document liberalization, compiled 3 years of data, and engaged with stakeholders for policy review, resulting in relaxed documentation alternatives and enhanced customer experience. 4. Resolved 30+ day delays in police verification by implementing an online system and mPassport app & organized training programs for police officials across 4 states for better implementation, reducing TAT to 7 days and further to 3-4 days through operational excellence and Consulting. 5. Established India's 1st G2C Satellite Delivery Center at Post Office in Dahod,Gujarat within 3 days, collaborating with RPO & Dept. of Post and leading cross-functional teams for successful inauguration and Authorization.
Tata Consultancy ServicesRegional Head Operations - West, Passport Seva Project
Sep. 2010 - Dec. 2019Ahmedabad & Mumbai(Equivalent to: VP – Regional Service Delivery) As Regional Head Operations - West for the Passport Seva Project at Tata Consultancy Services, I played a critical role in the national rollout of India's ambitious passport modernization initiative. My leadership was instrumental in setting up and managing 18 Passport Seva Kendras (PSKs) across four states - Rajasthan, Gujarat, Maharashtra, and Goa. My core focus remained on ensuring seamless citizen-centric service delivery, operational excellence, and fostering strong relationships with government stakeholders. Achievements : 1. Directed the establishment of 18 Passport Seva Kendras across Rajasthan, Gujarat, Maharashtra, and Goa. 2. Managed a team of 800+ personnel, focusing on recruitment, training, and performance appraisals. Collaborated with the State Department of Home and Department of Post to implement training and establish satellite passport submission centers. 3. Advocated for and led the transition to paperless passport processing, reducing personnel requirements at both TCS and MEA levels resulting a annual saving of 20 Cr & 113 manpower count with enhanced customer experience. 4. Facilitated Ministry of External Affairs with ground operational inputs in deciding over the liberalization of passport documentation requirements, enhancing efficiency. 5. Played a key role in establishing multiskilled “Startup Teams” for nationwide project rollouts. 6. Collaborated with the State Department of Home to implement a new police model, providing training to police officers in various districts and their respective Superintendent of Police offices, as well as partnering with the State Department of Post to establish satellite passport submission centers and train postal staff at General Post Offices and District Post Offices in Rajasthan, Gujarat, Maharashtra, and Goa. It significantly reduced the TAT & enhanced customer experience.
Tata Consultancy ServicesRegional Head Operations - West 1 (Gujarat & Rajasthan)
Sep. 2010 - Oct. 2012Ahmedabad & Jaipur(Equivalent to: AVP – Regional Service Delivery)
As Regional Head Operations - West 1, Passport Seva Project at Tata Consultancy Services, I played a critical role in the operational project rollout of States Erstwhile AP( Additional responsibility), Gujarat & Rajasthan. This project was executed in stages as per the agreed schedule with MEA between ( Aug 2010 to Jun 2012). Achievements : 1. Spearheaded the operational roll out & stabilization of 8 service delivery centers across 2 states, successfully onboarding and training 430+ staff to meet critical Ministry of External Affairs deadlines. 2. Played a key role in establishing multiskilled “Startup Teams” for nationwide project rollouts. 3. Defended MEA & TCS against the WRIT petition filled by agent association Gujarat in High Court for stopping the operations post rollout.
ICICIDirectRegional Product Manager - Equity, Ahmedabad & New Delhi
Nov. 2007 - Sep. 2010Ahmedabad & New Delhi(Equivalent to: Chief Manager – Product & Operations) As Regional Product Manager - Equity at ICICIDirect, a leading retail brokerage and financial services company, I was responsible for driving revenue growth and managing operations for equity trading services across branch networks in Ahmedabad (16 Branches with Equity revenue of Rs 2 Cr annually) and later at Delhi (24 Branches with Equity revenue of Rs 5 Cr annually). My role involved leading teams, strategizing marketing initiatives, and ensuring exceptional customer experience in a highly competitive financial market. Achievements : 1. Achieved the fastest breakeven for 16 newly setup branches in Gujarat, exceeding equity revenue targets by effectively promoting equity trading products and financial planning services. 2. Maintained a 96% first-time right form processing rate for account opening, exceeding the national average and significantly reducing processing time, thereby enhancing customer satisfaction. 3. Streamlined the account opening process, achieving the shortest turnaround time (TAT) of 3 days on a pan-India basis, resulting in improved customer experience and operational efficiency. 4. Successfully executed various revenue enhancement strategies, including conducting knowledge enhancement sessions for employees and customers, and implementing targeted marketing campaigns to increase product adoption and customer engagement. Equity Trading, Financial Markets, Customer Relationship Management (CRM), Team Management, Revenue Generation
ICICI SecuritiesCenter Manager , Satellite Branch, Ahmedabad
Dec. 2006 - Oct. 2007Ahmedabad, Gujarat, IndiaJoined ICICIDirect, a leading financial services provider, as a Center Manager for their Satellite Branch in Ahmedabad. I played a crucial role in establishing and operationalizing three new branches in the Ahmedabad cluster, contributing significantly to expanding the company's market presence and customer base. My responsibilities encompassed team building, sales strategy development, and ensuring seamless branch operations. Achievements : 1. Successfully set up and operationalized three new branches within the Ahmedabad cluster, achieving full functionality within the defined timelines and budget. 2. Implemented a comprehensive training program for new team members, covering product knowledge, sales techniques, and customer service best practices, resulting in a highly skilled and motivated workforce. 3. Drove customer acquisition and engagement through strategic catchment mapping, targeted promotional campaigns, and personalized financial advisory services, contributing significantly to the branch's revenue growth. 4. Achieved operational breakeven for the branch within the first 10 months of operation through efficient cost management, revenue optimization strategies, and a sharp focus on cross-selling a diverse portfolio of financial products (Loans, Insurance, Mutual Funds, Fixed Deposits & IPOs).
StockHolding Corporation of India LimitedBranch Manager, Gandhinagar & Udaipur
Aug. 2002 - Dec. 2006Gandhinagar & UdaipurAs Branch Manager at Stock Holding Corporation of India Limited (SHCIL), a leading provider of custodial and financial services, I managed branch operations in Gandhinagar and later in Udaipur. My core focus was on driving business growth, ensuring operational efficiency, and delivering exceptional customer service in the financial securities domain. Achievements : 1. Increased the branch's account holder base by 2,500 accounts in Udaipur by implementing unique value-added services, like personalized morning stock settlement call-outs, which improved customer engagement and retention. 2. Successfully turned around a loss-making branch in Udaipur to a profitable location within a year, by implementing targeted strategies to promote a diversified product portfolio encompassing Primary Market, Mutual Funds, Insurance, Loans, and Broking services. 3. Cultivated strong relationships with clients, providing personalized financial advisory services and resolving customer issues promptly, contributing to a high level of customer satisfaction and loyalty. 4. Streamlined branch operations, implemented efficient workflow processes, and ensured compliance with regulatory guidelines, enhancing the branch's overall efficiency and productivity.
Stock Holding Corporation of India LimitedJunior Executive -Business Development, New Delhi
Nov. 2000 - Jul. 2002New Delhi, Delhi, IndiaBegan my career at Stock Holding Corporation of India Limited (SHCIL), a premier provider of custodial and financial services, as a Junior Executive - Business Development in New Delhi. I focused on expanding the company's franchise network for Government of India Bonds and actively participated in marketing drives for various financial products. Achievements : 1. Built a robust network of 21 franchise partners for Government of India Bonds within six months, generating a daily mobilization of ₹8-10 lakhs, exceeding initial targets and contributing significantly to the business unit's revenue. 2. Played a key role in supporting mega-drives like the disinvestment process for Hindustan Zinc and CMC Ltd., leveraging strong communication and stakeholder management skills to ensure successful campaign execution. 3. Actively contributed to marketing campaigns for various financial products, including Dividend Stripping, IPOs, and Demat Services (organized by National Securities Depository Ltd.), gaining valuable experience in the financial markets. 4. Demonstrated strong networking and relationship-building skills by effectively onboarding, training, and managing relationships with franchise partners, ensuring their understanding of SHCIL's products and processes.
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