Ralph Dsouza

Over 20 years of experience to execute the Intelligent Operation journey for clients to improve profitability & customer experience through simplifying operational processes and business models. Led initiatives to achieve tangible business outcomes through workflows, foundation tools, automation with RPA, analytics and Generative AI. Lead and direct multiple teams working towards reducing costs for clients by implementing cost-optimized alternatives, addressing revenue leakage and managing capital efficiently.

Areas of specialization include transformational program delivery, Mobilizing large scale operations and driving synergies across functions by embedding Technology for Operations.

Client Experience Lead at Accenture Services Private Limited (2022-03 – Present)

• Build the Operating model and support solution architects in the Due diligence of the transition
• Areas of specialization include transformational program delivery, Mobilizing large scale operations and driving synergies across functions by embedding Technology for Operations
• Leading the e2e Operations of the Commercial team
• Responsible to lead C suite governance meetings & share Ops insights
• Responsible to manage the rollout of SynOps for the project at Go - Live. SynOps includes implementation & adoption of: a. Foundation Tools (GPH, SQF, AIDT, Ops Insights, ACF, EVT, EMT) b. Integration Hub (Integration of client systems with SynOps front door) c. RPA

Service Delivery Lead at Accenture Services Private Limited (2021-07 – 2022-02)

• Responsible for defining the client transformation roadmap for Supplier Onboarding
• Work with internal & client stakeholders to streamline, simplify, centralize & improve Operations
• Drive People Engagement & Change Management

Service Delivery Lead at Accenture Services Private Limited (2015-02 – 2018-06)

• Commercial Assurance Services including work releases & purchase order creation for construction partners, validate claims & schedule payments
• Responsible for the defining SLAs & charting out the process transformation journey for the clients
• Drive people engagement initiatives to keep the team engaged, help them embrace the client culture through sensitization sessions and align with overall project objective
• Responsible for communication of strategy, initiatives, local plans and performance metrics across own area of responsibility
• Network Design & Data Management Services including Design uploads, update of As-built data and construction reports in PNI, validate cabling and connection, conduct match & update for Asset Transfers

Service Delivery Lead at Accenture Services Private Limited (2009-10 – 2015-01)

• Leading Operations & Transition for Accenture Credit Services in the residential mortgage, commercial real estate, leasing & CRM space
• Perform analytics in the data and the financial services sector and make client data more meaningful, accurate and derive additional value for our clients
• Setting up & designing processes in the SOP

Customer Support Associate | Junior Management at Zenta Private Limited (2004-03 – 2009-09)

• Manages and controls the operating framework for the department, provides guidance and support, ensures implementation and review of work processes in order to achieve high performance standards and continuous improvement
• Develops and implements strategic plans in line with the Project objectives
• Supports the development of the workforce plan & forecasts and divising Daily Game Plans for the team
• Prepares and manages the annual budget for the Project and reporting sections in conjunction with the budget and secures subsequent approvals, tracks expenditure and ensures adherence to the budget
• Respond promptly and professionally to incoming customer inquiries in person, by telephone, or by email
• Maintain an updated knowledge of the organization's products, services, and customer service policies
• Document customer interactions when necessary, compiling documents and forwarding information to interested parties
• Explain simply and clearly in response to customer questions and check for customer understanding and acceptance
• Recommend new products or services or make suggestions for improvements by identifying relevant features and benefits
• Assist clients by demonstrating the use of goods and programs and answering any questions they may have
• Participate in training opportunities provided by the organization or by outside entities
• Establish and maintain good rapport with customers by using positive language and anticipating their needs

Entrepreneur at Self-Employed (2018-07 – 2021-06)

• Ensuring the successful outcome of transactions, contracts and proposals through effective product/solution presentations and assist with negotiations
• Responsible for handling the overall operational KPIs and financial deliverables i.e Accounts receivables, payables & reviewing monthly MIS and track Actual v/s Budget performance

MBA in Operations & Banking (2011)

B Com (2006)

HSC (2003)

SSC (2001)