SVP Global AI Operations - Capgemini (WNS)
(2023-01)
- Microsoft Copilot & GenAI Transformation: Spearheaded firm-wide GenAI initiatives by architecting next-gen digital sales and operations platforms leveraging the Microsoft Copilot ecosystem, Copilot Studio, and Power Platform, driving an 18% increase in conversion rates.
- Embedded Business Unit AI Deployment: Embedded directly within global business units to identify high-value AI opportunities, map process workflows, and build practical, automated solutions using Power Automate and Power Apps.
- Change Enablement & Stakeholder Coaching: Partnered with internal AI champions to scale adoption, coaching business users in advanced prompt engineering and establishing reusable prompt libraries, patterns, and playbooks.
- Emerging Tool Evaluation & KPI Tracking: Evaluated emerging AI tools and platforms, benchmarking comparative value, defining success KPIs, and tracking measurable outcomes that reduced operational variance by 25% and added $14M in net margin contribution.
- Post-Acquisition Integration & AI Workflows: Led integration of WNS acquisition onboarding, rebadging, sales organization, and CRM via digitized and AI-enabled workflows within 6 months.
VP - Global Operational Transformation & RevOps - Teleperformance
(2022-01 - 2023-12)
- Technology & Delivery Scale: Commanded the operational structuring, indexing, and commercial delivery of 50,000+ technical assets for Fortune 100 accounts under compressed delivery constraints, scaling throughput by 35%.
- Operational Rhythms & Compliance: Designed an objective 24-point operational compliance and alerting framework that eliminated logging errors by 18%, compressing client onboarding cycle times by 40%.
Managing Partner - Digital Transformation Technology Strategy - Infosys Consulting
(2018-01 - 2022-12)
- Lead-to-Cash Alignment: Led lead-to-cash system alignments and cross-functional integration across sales, delivery, and RevOps for global enterprise accounts, growing enterprise customer lifetime value (LTV) by 28%.
- Systems Ecosystem & Analytics: Replaced narrative reporting with connected real-time dashboarding matrices across CRM, Gong, and PSA infrastructure, maintaining a tight 5-10% revenue forecasting accuracy tolerance.
Managing Director Digital Platforms Consumer Business - Dell
(2015-01 - 2018-12)
- Digital Platform Transformation: Led digital platform architectures and global supply chain execution for consumer business units, optimizing high-volume digital workflows and international hardware delivery networks.
Head of Digital Consulting - CX - Pega Systems
(2014-01 - 2015-12)
- Customer Experience Practice Leadership: Directed enterprise customer experience (CX) digital consulting engagements, architecting dynamic BPM and CRM logic frameworks to optimize enterprise client interactions.
Senior Principal Customer Experience - Capgemini
(2012-01 - 2014-12)
- Enterprise CX Strategy: Led large-scale enterprise customer experience transformation initiatives, driving cross-functional process re-engineering and digital solution design across Fortune 500 client accounts.
Prior Experience - ClickFox, HP, BEA Systems, EDS
