Designing reliable operations and scaling teams — from GCCs to GenAI-powered workflows.
I’m a strategic operations leader with 23+ years of experience building scalable, high-impact business ecosystems — from startup environments to global capability centers. My work bridges strategy, process design, and people leadership to turn business challenges into sustainable growth engines. I specialize in designing future-ready operating models, embedding automation and GenAI into workflows, and transforming distributed teams into agile, data-driven organizations. Whether launching a new GCC, optimizing revenue operations, or leading transformation at scale, my focus remains constant — create clarity, enable performance, and deliver measurable business outcomes.
IMPACT HIGHLIGHTS
Centralized global operations into shared service hubs, improving delivery speed by 25% and reducing client escalations by 30%. Partnered with HR, Product, and Sales to standardize processesand strengthen communication transparency.
Integrated pulse surveys and feedback loops to improve engagement and cross-functional alignment. Scaled process maturity through innovation, boosting client retention by 15% and setting the foundation for a scalable GCC model.
Result: Transformed fragmented service functions into cohesive, insight-driven global delivery hubs.
& GROWTH
Strengthened client partnerships through the “Zero Surprise Delivery” framework, achieving 100% on-time delivery and a 35% NPS uplift. Revived at-risk accounts with PMP deals and dynamic pricing strategies, growing client revenue by 55%.
Partnered closely with cross-functional teams to anticipate client needs, proactively address issues, and deliver consistent campaign excellence. This precision-driven approach transformed client relationships into long-term growth partnerships.
Result: Turned transactional engagements into high-trust, long-term growth partnerships.
& CULTURE SHAPING
Built a “First-Time-Right” culture reducing rework by 40% and driving accountability across teams. Designed recognition and storytelling programs that strengthened belonging and morale during transformation phases.
Mentored 50+ emerging leaders in empathetic, data-driven leadership, embedding innovation and collaboration across global teams. Advocated transparent communication and well-being initiatives, sustaining engagement through change.
Result: Shaped an inclusive, resilient culture that fuels innovation and long-term retention.
& TRANSFORMATION
Future-proofed operations by piloting a remote-work model pre-pandemic, ensuring 98% client satisfaction during COVID-19. Expanded teams from 30 FTEs + 250 vendors to a 200+ member GCC, introducing AI escalation bots and CSAT feedback systems that cut escalations by 80%.
Transitioned 85 FTEs from staffing to MSP, retaining 90% of employees while improving efficiency by 12% in three months.
Result: Delivered resilient, scalable operations ready for digital transformation and global volatility.
OPTIMIZATION
Drove $1.5B+ in annual ad revenue for Samsung CTV by centralizing operations, automating workflows, and embedding GenAI for campaign insights. Increased publisher revenue by 33% through inventory segmentation and compliance enhancements.
Boosted real estate client eCPM by 30% and revenue by 73% through dynamic AdX pricing and first-party data activation.
Result: Delivered sustainable revenue growth through operational and data innovation.
& AUTOMATION
Slashed manual effort by 40% through GenAI-powered campaign insights, halving report generation time. Deployed a Queue Management System (QMS) to automate ticket routing, improving SLA adherence by 30% and eliminating workload bias.
Streamlined workflows using Lean Six Sigma, cutting SLA timelines by 25% and improving quality scores by 23%.
Result: Achieved data-driven operational excellence and measurable time-to-value improvements.
CAREER HIGHLIGHTS
EMPATHETIC & AGILE LEADER | CHANGE AGENT | DATA-DRIVEN STRATEGIST | GENAI
Led the strategy and directed the first global CTV ad delivery for Samsung from a single location, spanning all time zones—from New Zealand to the U.S. Pacific Coast—managed seamlessly.
Foresaw the need for remote work scalability by architecting and implementing the industry's first complete Work-From-Office (WFO) to Work-From-Home (WFH) transition plan just prior to the COVID-19 pandemic, ensuring zero business disruption.
Led ad operations strategy that secured Cognizant’s first DSP-based RFP win (via DBM, now DV360)
Designed the inaugural Go-To-Market (GTM) strategy for Times Internet (TOI) to launch audience-based demographic ad serving, fundamentally shifting their sales approach from content-based to audience-targeted buying.
Orchestrated full ad operations for the first live online advertising broadcast of ICC on the internet during the ICC T20 World Cup 2010 and the first combined TV & online ad serving for StarSports during the ICC ODI World Cup 2011.
Managed the delivery of India's first full-screen video ad on mobile, a groundbreaking campaign for the launch of Hero Motocorp's inaugural motorcycle 2011.
Spearheaded the first-ever Live Ad Insertion on a sports live stream in India (Cricket, India–South Africa Series, Feb 2010)
Was part of the Core Team that was set up at HCL to manage High Level Complaints directed to CEO and Executives. Was entrusted the task of ensuring ticket closur within 24 hrs.
Managed and delivered homepage takeover campaign for a premium network in 2003 when nobody in India knew about this high-impact standard for digital brand advertising.
Quotes...
“You can't just ask or wait for your customers to tell you what they want and then try to give that to them; by the time you get it built, they'll want something new. ” — Sudeep Ghosh
“Creativity is just connecting things. When you ask creative people how they did something, they feel a little guilty because they didn’t really do it, they just saw something. It seemed obvious to them after a while. ”— Steve Jobs
“Over the years we’ve seen GCCs [global capability centers] evolve and grow in maturity, progressively getting the right to partner with global functions and now increasingly having earned the right to set the agenda for the whole organization. In other words, they have reached the adult stage. ”— McKinsey