Vikas Mansharamani

Delivery and Transformation Leader with 24+ years of experience driving best-in-class solutions across Banking, Customer Service, and Strategy, leading account delivery, transformation initiatives, and optimization/modernization strategy for large enterprise clients. Seasoned senior operations leader with strong analytical, decision-making, problem-solving and organizational abilities across all levels of business and management, diligently driving large-scale business transformation through disaggregation, issue identification, problem structuring and insightful analysis. Business growth advocate with a consultative approach and a track record of top-line growth, bottom-line savings, quality enhancement and CX improvement, leveraging Agentic and Gen AI solutions.

Vice President, Global Delivery Leader, $40M ACV Account at Genpact (2023-07 – Present)

Manage ~1,500 people across Digital Operations, Data, Tech & AI for a large banking client (9 cities, 4 countries, 5 service lines: Customer Service, Commercial Leasing & Lending, Collections, Model Risk Management, Controls Testing, Tech QA). Defined value-generation roadmap delivering 20%+ productivity/year; introduced AI-based transformation solutions (AI Coach, Nudge Coach, AI Trail) improving proficiency, AHT and NPS. Led propensity-to-pay models delivering $2M additional annual collections; currently building a Gen AI Live Agent Assist model.

VP, Banking, Capital Markets & Customer Care, Solutions & Practice Lead at Genpact (2018-09 – 2023-07)

Mobilized cross-functional teams for end-to-end CX transformation; launched Cora Customer Support and defined Agentic AI solutions for customer service. Published thought-leadership papers: "Customer Support for New Normal" and "Command Center, Nerve Center for your Contact Center".

VP, Corporate Strategy at Genpact (2017-04 – 2018-09)

Partnered with McKinsey to lead Genpact's 5-year strategy for Banking, Capital Markets & Customer Care; redefined product-master strategy enterprise-wide.

VP, Lean Digital Transformation at Genpact (2016-01 – 2017-04)

Defined Genpact's first Social Impact fellowship; led creation of the first RPA playbook and spearheaded Smart Opex implementation org-wide.

AVP, Corporate Initiatives at Genpact (2012-04 – 2016-01)

Defined Genpact's first strategy blueprint (20+ global business units) with McKinsey; rationalized services portfolio by 40%.

Senior Manager, Smart Enterprise Processes at Genpact (2009-06 – 2012-04)

Developed Customer Service & Collections SEP across Consumer Goods, Financial Services and Insurance, delivering $50M business impact.

Operations Lead – Customer Service at Genpact (2001-04 – 2009-05)

Led process transformation for Aus Skip (50%+ productivity, 30% gainshare); reduced PLCC wing-to-wing cycle time (award-winning lean project); managed export order management end-to-end.

Underwriter – PLCC at Genpact (2001-04 – 2009-05)

Export Manager at Sewa International Fashions (2001-04 – 2009-05)

Masters in Business Administration in IT & International Business – Guru Gobind Singh Indraprastha University (2001)

BSc in Computer Science – Dyal Singh College, Delhi University (1999)