Akshatt Vasles

Certified Lean Six Sigma Black Belt and senior operations excellence leader with 25+ years defining, governing and driving adoption of enterprise-wide quality, performance and workforce management standards across large, multi-location and multi-market contact centre environments. Led a National Green Belt Six Sigma initiative that designed 68 and implemented 44 standardized process solutions pan-India — a direct parallel to defining and rolling out global operational standards across markets. Directed a 2,000+ FTE domestic contact centre network at Vodafone, owning quality assurance frameworks, escalation governance and workforce/capacity planning across 5 service partners and 6 locations.

Later led a 400+ headcount cross-border operation, sustaining 100% regulatory, data security and audit compliance while engaging UK, US and UAE stakeholders on governance and performance reviews. Currently own delivery governance for 6 Public Sector Bank accounts at Digitide, applying structured performance oversight and AI-enabled quality tooling. Proven ability to translate strategy into sustainable, auditable operational standards and to guide teams back to target performance through structured intervention rather than short-term fixes.

General Manager — Head, Digital Delivery & Pre-Sales at Digitide Solutions Ltd. (formerly Conneqt Business Solutions Ltd.) (2022-04 – Present)

• Own end-to-end delivery governance for 6 Public Sector Bank and 10 automobile accounts, applying structured performance oversight and quality standards across CRM, chatbot, voicebot, WhatsApp, SMS and IVR channels.
• Improved customer CSAT from 70% to above 92% through consistent application of service quality checks and AI-enabled delivery governance.
• Drove internal AI adoption within the delivery organization — automating MIS reporting and performance tracking via GenAI-based tools and dashboards, strengthening data-driven performance oversight.
• Serve as primary interface for C-suite stakeholder reporting on program milestones, quality metrics and operational outcomes across a 16-account portfolio.
• Own portfolio P&L, submit the Annual Operating Plan (AOP), and participate in cost renegotiation — with bonus accountability tied to profitability outcomes.

AVP — Project Delivery & Success Management (National Account Head, Vodafone) at Altruist Group Pvt Ltd. (Vertex/Secova) — BPO Delivery Partner to Vodafone (2017-04 – 2022-04)

• National Account Head accountable for pan-India performance and quality standards across a 400+ headcount, 2-site cross-border operation.
• Delivered against hard performance targets: CSAT >90%, call accessibility 95%, First Call Resolution 95%, with SLA attainment averaging 97%+, through disciplined governance and structured performance reviews.
• Directly managed stakeholder relationships with UK, US and UAE client teams for governance, escalations and service reviews — identifying deviations and guiding teams back to target parameters.
• Led Lean Six Sigma and process automation initiatives that improved client turnaround times by up to ~35%, addressing systemic issues through root-cause resolution.
• Maintained 100% regulatory, data security and audit compliance across international service delivery operations.

Head Customer Excellence — Senior Manager (SPM) at Vodafone Mobile Services Pvt. Ltd. (2005-11 – 2017-04)

• Led Inbound Contact Center and Customer Excellence for Punjab, Himachal Pradesh and Jammu & Kashmir circles, directing a network of 5 service partners across 6 locations (2,000+ combined headcount) — owning workforce planning, resourcing and performance management enterprise-wide across the network.
• Reduced Cost per Service (CPS) from 3.6 to 1.8 through partner consolidation, call-volume/capacity management and process automation — direct workforce and capacity management outcomes.
• Led a National Green Belt Six Sigma initiative that designed 68 process-improvement solutions and implemented 44 pan-India — defining and rolling out standardized operational frameworks across a multi-partner, multi-location network.
• Redesigned the end-to-end customer complaints journey and co-developed nationwide process solutions as a National FastForward change management team member, translating strategy into sustainable operational standards.
• Owned the complaint management framework and escalation strategy across all customer value segments — Platinum, Gold, Silver and Bronze — with structured quality assurance and coaching for service partner teams.
• Achieved national ISRS 7 ranking for Health, Safety & Wellbeing; awarded Best Service Partner Manager nationally 3 times and Best North Hub Manager.

Early Career — Shift Manager, Team Associate, Team Leader at KVR Infosys Pvt. Ltd. · HCL Technologies Pvt. Ltd. · GeoConnect Pvt. Ltd. (2001-01 – 2005-11)

• Progressed through operations roles managing outbound sales, collections, data cleansing and inbound/outbound service delivery for UK and US-based clients.

MBA in Business Management – Symbiosis Institute of Management, Pune (2002)

GNIIT in Post Graduate Diploma in Computer Programming – NIIT, Delhi (2002)

Bachelor of Commerce in Commerce – Delhi University (2000)