Sanjeev Bhalla

Strategic senior executive with 25+ years of experience leading enterprise transformation, program and portfolio management, operational excellence, governance, financial discipline and customer-centric change across telecom and business services. Currently leads Customer Excellence and Customer Finance for a major European telecom provider, translating client objectives into strategic execution plans, strengthening governance and controls, and delivering measurable commercial and operational outcomes. Experienced in technology-enabled transformation, process re-engineering, automation, Agile ways of working, stakeholder governance and cross-functional leadership.

Proven record of improving performance, compliance, customer outcomes and cost efficiency.

Function Leader (AVP) - Tech Mahindra Business Services

(2019-04)

• Lead Customer Excellence and Customer Finance functions for a major European telecom provider, with accountability for service quality, operational performance, customer outcomes and commercial discipline.
• Translate client objectives into strategic and tactical execution plans, establishing clear priorities, governance mechanisms and measurable business outcomes.
• Lead technology-enabled transformation initiatives focused on operational efficiency, process improvement, risk controls and customer experience.
• Drive automation and process re-engineering to streamline operations, improve productivity and strengthen control discipline.
• Establish and monitor SLA-based performance measures covering service quality, cost efficiency, operational reliability and innovation delivery.
• Build trusted relationships with senior client and partner stakeholders, proactively managing expectations, issues, governance and outcomes.
• Champion Agile ways of working to accelerate value delivery and strengthen cross-functional collaboration.
• Develop high-performing teams and future-ready leadership capability while embedding a culture of operational excellence, innovation and continuous improvement.
• Generated substantial commercial savings in Euros through utilisation and efficiency improvement initiatives.
• Delivered significant annual savings through process excellence and operational-performance improvements; improved NPS by 10 points.
• Achieved 4.7/5 employee engagement score while building a strong performance culture.
• Secured 100% client satisfaction ratings consistently.
• Maintained zero client escalations through proactive governance and issue resolution.
• Consistently achieved 100% compliance across teams under leadership.

General Manager – Customer Excellence - Tech Mahindra Business Services Limited

(2016-12 - 2019-03)

• Drove customer-experience and operational-improvement initiatives within the Telecom & Media domain.
• Established data governance, reporting standards and controls to support consistent performance management.
• Supported strategic, operational and regulatory decision-making through structured reporting and governance.
• Drove adoption of new processes and technologies, supporting change execution and operational readiness.
• Supported margin improvement through cost optimisation, compliance frameworks and financial discipline.

Assistant General Manager – Domain EBPS (Non-BSFI) – CMI - Tata Consultancy Services

(2016-01 - 2016-12)

• Led domain responsibilities in a business-services environment with focus on customer and operational management.

Senior Manager – Change Management, Ireland Operations - Tech Mahindra Business Services Limited - Ireland

(2012-04 - 2016-12)

Manager – Change Management, Ireland Operations - Tech Mahindra Business Services Limited - Ireland

(2012-02 - 2012-03)

Contact Centre Manager – Ireland Operations - Tech Mahindra Business Services Limited - Ireland

(2010-04 - 2012-01)

Team Operations Manager – Ireland Operations - Tech Mahindra Business Services Limited - Ireland

(2008-11 - 2010-03)

Team Leader – Ireland Operations - Tech Mahindra Business Services Limited - Ireland

(2007-05 - 2008-10)

Team Leader – UK Operations - Tech Mahindra Business Services Limited - UK

(2005-03 - 2007-05)

Team Leader - WNS Pvt. Ltd. - Mumbai & Pune

(2004-02 - 2005-02)

• Led and coached a team handling airline-related customer queries and performance objectives.

Executive Certificate - Global Business Leadership - GlobalNxt University

B.A. - Mumbai University

Diploma - Tourism & Travels Management - Garware Institute of Career Education, Mumbai University