Xin Zhang

As a Senior Operations Leader at Infosys BPM, I leverage over a decade of experience in global BPO delivery to ensure seamless service operations for multiple clients. My expertise lies in operational excellence and fostering client relationships to deliver tailored solutions that drive growth. Providing strategic advices and thought leadership, I help identify opportunities for innovation and craft strategies that enhance business outcomes.

Previously, I oversaw large-scale operations as Sr.

Regional Center

Head, managing a 1,200+ team and substantial revenue streams in a global setting. This role sharpened my skills in operations strategy, transformation, and stakeholder relations. Committed to delivering value-driven results, I strive to build collaborative partnerships, harness digital transformation initiatives, and contribute to sustainable organizational success.

Infosys BPMJun. 2015 – Present Sr. Manager, Client ServicesJan. 2023 – Present

• Successfully managed multiple hi-tech accounts, ensuring seamless service delivery and client satisfaction.
• Fostering strong client relations, understanding their unique needs, and providing tailored solutions to enhance business operations resulting in improved outcomes.
• Identified and developed new areas for business growth, leveraging market insights and innovative strategies to drive revenue growth.
• Work with and manage cross function teams in global settings. 

HeadMar. 2018 – Dec. 2022

• Oversaw delivery centers with 1,200+ headcounts and over $30M revenues across Financial & Accounting, Supply Chain, and Customer Services. Set and implemented global strategy for sustainable growth.
• Developed data-driven operations for centers’ financial and operational performance. Successfully turned around overall operations level and profitability.
• Focused on market strategy, organizational development, government relations, and operational excellence.
• Set transformation strategy and led the execution of knowledge management, process reengineering, and digital transformations.

• Managed service delivery and operations for multiple global client engagements across domains and various industries.
• Created strategies for China operations leveraging experiences in the global BPO industry.
• Promoted innovative Robotic Process Automation (RPA) and Process Improvement initiatives to enhance value streams.

Consultant/Chief PM, Volvo Construction EquipmentSep. 2013 – Feb. 2015

• Led global SAP implementation project, overseeing complete project lifecycle.
• Collaborated with CXO level decision-makers on strategy, budget, and roadmap planning.
• Owned project P&L and managed cross function units on project finance and execution and ensured successful budget and milestone control.

• Responsible for strategy, growth, and service delivery of the Global Accounts business unit at iSoftStone, overseeing a $10M+ project portfolio.
• Setup new delivery sites, operations framework and trained the leadership team for the fast-growing business.
• Managed end-to-end service delivery cycle and implement data-drive performance management. 

• Oversaw setup and operation of offshore delivery center, ensuring seamless service delivery and daily operations.
• Built and optimized data-driven operations management framework and built the leadership for business growth.
• Setup and led all functions in service delivery lifecycle include pre-sales, transition, quality, risk and delivery.

• Designed and implemented database systems for business processes at a Fortune 500 financial institution.
• Acted as liaison between business units and IT departments, analyzing needs, designing infrastructure, and leading disaster recovery projects to ensure continuity.

MBA (Professional Program)The University of IowaJul. 2003 – Dec. 2004MA in MISThe University of IowaJul. 1998 – Apr. 2000MS in ChemistryThe University of IowaJul. 1995 – Jul. 1998