Jhumaa Dutta

Experience

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  EXL Service

  Sept 2001 - Mar 2002

  Asstt Manager

  •Transitioned 3 financial projects from Chicago to India involving a total of 40 FTE.•Defined the CTQ’s and maintained the balance between Transition/Operations and Client requirements.•Responsible for Customer management – Introduction & Relationship building while successfully balancing customer’s expectations with company’s objective.

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  Convergys

  Jan 2002 - Jan 2005

  Operations Manager

  •Responsible for transition of approximately 400+ employees. Handled Inbound Technical support operations for a large UK and US Client.•Managed Client relationships and provided excellent Customer service.•Improved the CSAT for the UK projects (47% to 72%) - recognized by Microsoft.•Organized training workshops to improve the performance of the team members who were lagging behind in terms of performance.

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  IQR Global

  May 2005 - May 2006

  AVP - Operations

  Successfully driving sales projects there by adding new clients for the organization •Set up operations – processes, policies, guidelines, including outbound tele calling.•Assessed new telemarketing campaigns, piloted and stabilized them. This included formulation of strategy and mapping entire process by constantly monitoring the campaign and taking proactive action whenever necessary for the success of campaign.•Managed P&L for the business and contributed towards increasing profit and reaching break-even quickly.•Identified best practices, process re-engineering opportunities and replicated them across different teams. Show less

• 

  Dell India Services

  May 2006 - Jun 2010

  Area Manager

  ✪ Launched Revenue Queue – Transitioned & led a 70 FTE DOC, a revenue-generating queue to positively impact the Core Technical Support Queue✪ Had higher Management visibility in the Global Dell World• Led Global Initiatives for CSAT and NPS with a motto of delivering Serve, Solve & Sell thereby enhancing the Customer Experience• Set up the L2 organization for the Consumer Tech Support Business Unit building the agent capability to deliver various key resolution metrics

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  NIIT Limited

  Jul 2010 - Dec 2017

  General Manager

  ✪ Launched service lines for Business Unit like Demand Management, Faculty Management, Competency Administration & Assurance to enhance efficiency for the customer and reduce cost by >30% for the client partner✪ Received the Best Global leader award for achieving customer metrics across the Project✪ Managed various lean projects to enhance productivity by 15%, conserve costs by 20% while complying with 98% SLAs adherence• Led 50 transitions across complex third-party global operations with large business impact and 300+ sub processes worth INR 50 Mn• Led 60% off shore and 40% onshore model transitions to include global language specialists like German, Portuguese, Spanish, French, Japanese, Norwegian, etc.• Set up Contact Centre Operations in India and global hubs across various countries spanning Norway, Netherland, London, Singapore, KL, Australia, Raleigh• Oversaw System Integration between various client tools like SABA, CSOD, SAP, NIIT LMS and CRM and delivering high customer satisfaction• Reviewed RFP/RFI for Possible risk and led final pricing review• Coached, motivated and rewarded subordinates via employee development, performance management to successfully maintain attrition at < 9% annualized• Generated revenue opportunities while establishing revenue targets for individual accounts in alignment with the respective sales goals• Introduced and streamlined delivery management processes and procedures to standardize delivery efforts as the Business Unit grows• Managed stakeholder engagement via regular VOC process and ensured the maintenance of scores at 4.5 on a scale of 5 Show less

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  WNS Global Services

  May 2018 - Feb 2019

  General Manager

  • Spearheaded operations for ~500 people to include AVPs spanning Insurance as the Operations Lead and enhanced CSAT from 52% to 80%• Developed and implemented programs to promote employee engagement activities and minimize attrition rate• Collaborated with the onshore stakeholders on insurance value chain for multiple Re-Engineering Projects• Led Operations Delivery team of 450+ FTE for Sales & Service & Initial transition of Claims Business while managing P&L revenue Management

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  NIIT Limited

  Apr 2019 - now

  • Managing global key accounts across industries Telecom, FMCG, Pharmaceutical, Oil & Gas industries• Leading Workday Implementation for Global Oil & Gas company for the learning business• Supervising the transition of Learning services for large pharma company for France & APAC regions to Europe & America region leading to expansion of the account• Leading an offshore and onshore team of 300 members spanning various projects while reporting to the Sr. V.P – Learning Administration Services• Closely coordinating with internal teams to include Ex. Vice President, Sr. Vice President, EVP - Sales & Pre Sales while liaising with Global Learning Leaders• Rendering face-to-face training sessions for Up Your Skills for Different groups at onshore & Offshore locations• Formulating and implementing end-to-end change management strategy as a part of Global Transition Lead for renowned clients• Leading organization restructuring initiatives for all outsourcing projects while setting up offices across various parts of the world ensuring smooth re-badging and knowledge transfer• Automating various sub processes and digitizeing Standard Operating Procedures to enhance efficiencies in the project• Introducing key automation to various training services adding value to the client partner and bolstered efficiency in operations by 20%• Initiating collaborations to transition Instructor Lead training to Virtual platforms and set up premium services for clients to provide superior customer services Show less

  • Associate Vice President

    Aug 2021 - now

  • General Manager

    Apr 2019 - Aug 2021