Inderveer S. Ghai

Senior business and transformation leader with 23+ years of experience driving enterprise-scale operational transformation, Global Capability Center (GCC) setup and optimization, digital enablement, AI-led operational excellence, and large-scale delivery operations across BPM/BPO, E-Commerce, Insurance, Shared Services, and Professional Services industries. Proven track record in leading multi-country transformation portfolios, operational governance, technology integration, shared service models, process reengineering, and large-scale workforce management across APAC, IMEA, UK, and EMEA markets. Currently leading Operations & Technology for TMF Group IMEA market while driving GCC/COE optimization, AI enablement, automation strategy, operational governance, and large-scale transformation programs supporting global business operations.

Market Head – Operations & Technology, IMEA - TMF GROUP - India

(2024-06)

Leading operations and technology strategy across IMEA supporting 1500+ employees and global client delivery environments.

• Spearheaded optimization and scaling of Global Capability Center (GCC) and Center of Excellence (COE) models in Pune to support global business operations.
• Driving enterprise-wide operational excellence, AI enablement, automation adoption, and technology rationalization initiatives.
• Managing enterprise controls across ISAE3402, ISO27001, ERM, BCM, and operational governance frameworks.
• Partnering with global leadership teams, HODs, MHODs, and technology vendors to implement scalable transformation solutions.
• Led cross-functional teams spanning operations, technology, process excellence, risk, delivery, and transformation functions.

Director – Digital Transformation - WNS - India

(2019-04 - 2024-06)

Directed a £550M+ enterprise transformation engagement involving 2500+ FTEs across UK & EMEA.

• Delivered 210+ transformation projects generating £70M+ operational efficiencies.
• Led governance design, PMO frameworks, workforce planning, transformation delivery, and executive reporting.
• Managed P&L accountability, resource optimization, and transformation governance.
• Worked extensively with cross-functional teams across operations, technology, PMO, delivery, and client leadership.

Director – Participant Experience - BI WORLDWIDE - India

(2017-02 - 2019-04)

Built and scaled the customer experience and operations function from 3 to 35+ employees within 18 months.

• Established outsourcing and hybrid delivery operating models transforming the function into a revenue-generating unit.
• Led Salesforce deployment and customer experience transformation initiatives.
• Drove automation, RPA, and process reengineering initiatives improving CSAT and operational efficiency.

Senior Manager – Service Excellence - FLIPKART - India

(2015-07 - 2017-02)

Managed service quality and operational excellence across 370+ eKart hubs and 15,000+ workforce.

• Led operational governance, SOP standardization, and customer experience improvement initiatives.

Senior Manager – Solutioning & Transformation - CONCENTRIX (IBM GPS) - India

(2011-04 - 2015-07)

Supported multi-million-dollar transformation and outsourcing deals including a £550M+ enterprise engagement.

• Led Lean Six Sigma, process reengineering, solution design, and operational transformation initiatives.
• Managed enterprise learning, quality governance, and leadership capability-building programs.

Post Graduate Diploma - Business Administration - IMT Ghaziabad

Bachelor of Information Systems (Hons) - Information Systems - GGSIP University