Manager – Workforce Strategy and Planning - Walmart Global Technology Services India Pvt. Ltd. - Mumbai, India
(2025-12)
- Lead workforce strategy by aligning forecasts, shrinkage, and staffing plans with business demand — improving scheduling accuracy, service delivery, and cost efficiency.
- Partner with Operations, HR, Training, and Leadership teams to establish data-driven workforce practices, strengthen stakeholder alignment, and enhance schedule and staffing stability through proactive governance.
- Build high-performing workforce capabilities through process standardization, capability development, and best-practice frameworks that improve planning and decision-making.
- Drive automation and digital transformation initiatives — streamlining reporting, schedule management, and operational workflows to reduce manual effort and increase planning scalability.
- Re-engineer governance and deliver strategic projects that raise operational maturity, strengthen change control, and improve SLA performance.
Assistant Vice President – Workforce Management - HSBC Electronic Data Processing India Pvt. Ltd. - Hyderabad
(2022-08 - 2025-12)
- Architected and led the strategic workforce operating model, aligning performance frameworks with enterprise SLAs across complex, multi-country delivery channels.
- Directed digital transformation initiatives standardizing workforce processes and technology, improving operational maturity across diverse business units.
- Partnered with global senior leadership to co-design and deploy predictive performance dashboards enabling real-time visibility and agile decision-making.
- Accountable for deployment, user adoption, and sustained optimization of enterprise workforce platforms and integrated reporting ecosystems.
- Established compliance, audit traceability, and governance structures that strengthened regulatory adherence and mitigated operational risk.
Director – Workforce Management Support - Sutherland Global Services - Mumbai
(2015-12 - 2022-08)
- Directed a multi-year enterprise deployment of NICE IEX WFM across 30,000+ licenses, consolidating fragmented systems into a cohesive global standard.
- Conceptualized and implemented Value Realization Frameworks (VRF), delivering double-digit improvements in forecasting accuracy, schedule effectiveness, and adherence.
- Consulted Fortune 500 clients on data-driven workforce maturity assessments and transformation roadmaps.
- Developed the WFM Center of Excellence Playbook, standardizing metrics, governance cadence, and reporting globally.
Assistant Manager – Workforce Analytics & Planning - Sitel India Limited - Mumbai
(2012-02 - 2015-11)
Sitel India Limited (now Foundever CRM India Pvt. Ltd.)
- Developed advanced predictive planning models and BI dashboards, integrating workforce, performance, and financial data for comprehensive operational insight.
- Automated reporting and KPI trackers, reducing manual effort by 40%.
- Provided real-time decision support that enhanced capacity management and business continuity planning.
Specialist – Workforce Command Center - Aegis Ltd. - Mumbai
(2011-05 - 2012-02)
- Established Global Command Center analytics with AI-assisted incident governance, reducing idle time by 10%.
Sr. Executive – MIS, RTA & Analytics - Reliance BPO Pvt. Ltd. - Chennai
(2010-08 - 2011-05)
- Built centralized MIS models to streamline workload analytics and SLA tracking.
Sr. Executive – Workforce Planning - IBM Daksh BPO Services - Visakhapatnam
(2007-10 - 2010-08)
- Led SLA tracking and intraday variance reporting initiatives, enabling 20% faster real-time response cycles.
