Abhijit Shaw

Senior Operations and Transformation Leader with over 16 years of experience leading global business operations, service delivery, process transformation, and operational excellence across multinational organizations. Proven success managing operations of 127 FTEs, leading cross-functional teams, driving business transformation initiatives, improving operational performance, and partnering with global stakeholders to deliver strategic objectives. Recognized for building high-performing teams, improving employee engagement, optimizing operational efficiency, and successfully leading large-scale organizational change while consistently exceeding business targets.

Operations Manager at BT Group (2015-01 – 2026-08) Lead end-to-end operations for multiple global service delivery functions comprising over 127 FTEs- including Team Leads, SME's, Fraud Analysts, Underwriters and Reporting Analyst, ensuring operational excellence, customer satisfaction, and achievement of strategic business objectives.

• Partner with senior stakeholders across UK business units to deliver high-quality services aligned with agreed SLAs and operational governance standards.
• Conducted Monthly and Quarterly Business Reviews (MBR/QBR) with senior leadership, presenting performance insights, operational risks, and strategic improvement initiatives.
• Drive operational performance through KPI governance, workforce planning, resource optimization, productivity improvements, and continuous performance monitoring.
• Lead multiple business transformation initiatives focused on process simplification, operational efficiency, automation, and service improvement.
• Develop and implement governance frameworks including performance dashboards, business reviews, risk management, and operational reporting.
• Manage talent development, succession planning, coaching, mentoring, employee engagement, and leadership capability across multiple teams.
• Drive standardization of operational processes while ensuring compliance with organizational policies and quality standards.
• Collaborate with cross-functional stakeholders to implement new processes, transition activities, and continuous improvement initiatives.
• Led global delivery operations supporting UK business units through centralized service delivery and governance.
• Lead business reviews with senior leadership, presenting operational performance, improvement opportunities, and strategic recommendations.
• Manage complex operational escalations while ensuring timely resolution and customer satisfaction.
• Successfully expanded operational responsibility from 20 FTE's to 127 FTEs across multiple business functions.
• Delivered over £3.9 Million in fraud prevention and revenue protection benefits.
• Improved employee engagement scores to 86% with 98% participation.
• Maintained 97% + Quality Scores.
• Consistently exceeded operational SLAs and productivity targets.
• Led cross-functional transformation initiatives improving operational efficiency and resource utilization.
• Successfully managed large-scale process transitions and organizational restructuring.
• Built leadership capability through coaching, mentoring and structured development programs.

Client Technical Support

Expert at Dell International Services (2011-01 – 2011-08) • Delivered enterprise technical support, resolving complex customer issues while consistently achieving SLA, quality, and customer satisfaction targets.

• Managed incident lifecycle, troubleshooting, root cause analysis, and stakeholder communication to ensure timely resolution and service continuity.

Process

Consultant at BNKe Solutions Pvt Ltd (2006-11 – 2010-11) • Managed customer service and Order-to-Cash (O2C) operations, supporting customer account management, billing, invoicing, and payment processing activities.

• Performed account reconciliations, query resolution, and process coordination to improve billing accuracy, cash realization, and customer satisfaction.

Bachelor of Commerce in Accounting – University of Callcutta (2006-08)