Lalit Bora

An accomplished leader with over 17 years of experience in government and public service operations, currently serving as Project Head at Terracis Technologies Limited – Punjab Sewa Kendra. Experienced in strategic leadership, project and program management, and financial oversight, managing 500+ service centers in Punjab and 8,000+ CSC centers in Uttarakhand, achieving a 30% improvement in service delivery KPIs. Skilled in G2C and B2C service integration, financial inclusion, franchise management, process optimization, and digital services expansion.

Successfully designed and executed training programs for 10,000+ Village Level Entrepreneurs and 1,500+ field managers, while piloting innovative initiatives such as home delivery of government services and high-impact projects like the Uttarakhand Economic Survey.

Project Head, Punjab Sewa Kendra at Terracis Technologies Limited (2024-10 – Present)

• Lead operations of 500+ service centers across Punjab, ensuring seamless citizen service delivery and high-quality SLA adherence.
• Coordinate with state governance bodies for policy compliance and RFP execution.
• Drive revenue growth through B2C partnerships and expansion of service portfolios.
• Oversee state-level P&L management, financial sustainability, and daily operational performance & implement capacity building programs for 1,000+ staff, including district managers and operators.
• Manage inventory and optimize operational efficiency across all centers.
• Introduced process automation tools to improve transaction turnaround times and reporting accuracy & enhanced citizen feedback mechanisms, increasing satisfaction scores by 20% in key districts.

Assistant Vice President, State Head, Uttarakhand at CSC e-Governance India Ltd. (CSC-SPV) (2016-03 – 2024-09)

• Directed statewide rollout and operations of CSC centers under the DeitY mandate.
• Liaised with the State IT Secretary and key stakeholders to align strategic objectives and policy initiatives.
• Oversaw franchise management, operational performance, financial reporting, and service quality & expanded financial inclusion programs in collaboration with partner banks and government agencies.
• Conducted training and workshops for 10,000+ Village Level Entrepreneurs (VLEs) to enhance operational capabilities.
• Implemented G2C services at the state level and coordinated B2C service delivery with multiple partners.
• Established monitoring dashboards for centre performance, enabling data-driven decision-making.
• Successfully rolled out new government welfare schemes, increasing citizen enrolment by 30%.

Project Manager at Smart Chip Limited (2014-11 – 2016-02)

• Managed UIDAI Aadhaar enrolment projects across multiple clusters, overseeing site planning, technical partnerships, and team certifications.
• Directed daily reporting, logistics, manpower selection, P&L accountability, and inventory management to ensure smooth field operations & planned and executed enrolment camps with UIDAI and local authorities, maintaining compliance and timely approvals.
• Implemented process improvements that reduced errors by 15% and enhanced operational efficiency.
• Trained field teams to improve productivity and service quality.

Project Manager at Ultimate Digital Solutions Pvt. Ltd (2014-03 – 2014-10)

• Led UIDAI Aadhaar enrolment projects across multiple clusters, managing site setups, technical partnerships, and team certifications.
• Oversaw daily operations, logistics, manpower selection, P&L accountability, and inventory management.
• Coordinated new enrolment camps with UIDAI and local authorities, ensuring timely approvals and compliance.
• Introduced workflow optimizations to improve efficiency and reduce errors.
• Mentored field staff to maintain accuracy and operational standards.

Program Manager at CSC e-Governance India Ltd. (CSC-SPV) (2012-09 – 2014-02)

• Led NPR digitization projects across 13 states and 1 UT, ensuring accuracy and timely completion.
• Managed CSC operations in Uttarakhand and supported state-level financial inclusion initiatives.
• Streamlined data collection and validation processes, improving project efficiency.
• Mentored new project managers, improving team productivity and delivery standards.

Assistant Manager, Project at Smart Chip Limited (2010-12 – 2012-07)

• Managed state-level UIDAI projects in Ludhiana and Uttarakhand, overseeing center setup and operational performance.
• Supervised team development and inventory management to ensure project efficiency.
• Developed operational SOPs for enrolment centres, reducing downtime and errors.
• Strengthened relationships with local authorities to expedite project approvals and compliance.

Deputy Manager at Reliance Communications Ltd. (2008-12 – 2011-01)

• Initiated and expanded CSC centers in Uttarakhand, contributing to rural network growth under E-Gram Yojana.
• Managed VLE onboarding, channel development, and financial oversight for rural operations.
• Designed training programs for rural entrepreneurs, increasing operational adoption rates.
• Spearheaded local community engagement initiatives, improving awareness of digital services.

Marketing Executive at Adventures India Pvt. Ltd (2008-07 – 2008-12)

• Handled tender identification, supply chain management, and product development, supporting business growth initiatives.
• Conducted competitor analysis and market research to identify new business opportunities.
• Assisted in strategic marketing campaigns that increased client acquisition by great percentage.

MBA in Marketing & Finance – Kumaon University, Nainital (2004)

BBA – Amrapali Institute of Management & Computer Application, Nainital (2002)