Sreejit Nair

A global operations and transformation leader — building scalable, AI-driven delivery ecosystems that elevate customer experience, strengthen governance, and deliver measurable business outcomes across complex, multi-client environments. Global operations leader with 20+ years of experience driving large-scale, multi-site customer operations and shared services delivery across global environments. Expertise in leading contact center, digital operations, and transformation programs, with a strong focus on P&L performance, customer experience (CSAT/NPS), and AI-led operational excellence.

Recognized for building scalable service ecosystems by integrating automation, governance frameworks, and process transformation, delivering measurable gains in efficiency, cost optimization, and service quality.

Delivery Head (Associate Director) at Bosch Global Software Technologies (2022-06 – 2025-11)

• Led global delivery supporting 1,000+ FTE across multi-client contact centre and digital service environments
• Owned operational governance across SLA, CSAT, productivity, and cost metrics
• Led enterprise-wide AI & RPA initiatives, improving efficiency and reducing manual intervention
• Deployed automation frameworks improving service quality and cost efficiency
• Enabled predictive analytics for demand forecasting and performance management
• Built executive dashboards for revenue, backlog, billing cycles, and collections
• Strengthened governance via executive reviews, reporting cadence, and performance tracking
• Mentored senior leaders and strengthened leadership pipeline
• Built scalable delivery models and improved organizational capability

Delivery Head (Senior Manager) at Atos (2017-11 – 2022-06)

• Managed global contact center and service delivery programs across enterprise clients
• Led RPA-led transformation, reducing manual effort by 25–35%
• Enabled AI-driven analytics for predictive decision-making and operational visibility
• Partnered with clients to deliver cost optimization and process harmonization
• Led cross-functional transformation programs across financial services operations

Senior Manager – Transition & Operations at Tech Mahindra (2016-04 – 2017-10)

• Led transitions for 1500+ FTE operations across large-scale delivery environments
• Established governance frameworks ensuring seamless transition and service continuity
• Strengthened operational stability and stakeholder trust

BPI Manager | Global Projects Manager | Implementation Manager at A.P. Moller Maersk (2010-05 – 2016-03)

• Led global transformation programs improving efficiency and customer experience
• Delivered cost optimization across multiple initiatives
• Led customer journey mapping and process optimization across global operations

Lead – Improvements & Projects at Hutchison 3 Global Services (2006-05 – 2010-05)

• Improved CSAT by 25% through customer experience initiatives
• Delivered 20% reduction in repeat calls via FCR programs
• Analyzed performance metrics to drive targeted improvements

Team Leader – Operations at Intelenet Global Services (2002-02 – 2006-04)

• Led credit card operations across underwriting and customer servicing
• Managed teams of 15–20 associates, ensuring operational excellence

MBA / PGDM in International Business – NMIMS, Mumbai

B.Sc in Hospitality & Hotel Management – IHM Trivandrum