Strategic Operations & Service Delivery Leader with 18+ years of experience, including 12+ years in leadership, driving large-scale digital, chat, and voice operations across US, UK, and Canadian markets in BFSI and BPO/ITES environments. Expert in E2E operations setup, RCM delivery, KPI governance, and CX transformation, with a proven track record of scaling teams to 150+ FTEs, maintaining zero-escalation models, improving OSAT by 22%, and reducing AHT by 12%. A people-first leader recognized for building high-performing teams, enabling cross-functional collaboration, and delivering measurable business outcomes through process excellence and data-driven execution.
