ARJAN SONI
Seasoned Business Leader
GURGAON
Summary
Dynamic and results-driven Director with over 20 years of experience leading global delivery centers in the UK and India. Proficient in establishing highly diverse organizations, driving significant transformational goals, and accelerating employees' strengths. Skilled in building powerful teams across different cultures and geographies, fostering personal allyship, and managing corporate relations with local government officials. A strategic leader known for creating space for intelligent failure, driving innovation, and exceeding key metrics through operations management, reengineering, and cost optimization.
Overview
21
21
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Director Operations & Site Leader
British Telecom
Gurgaon
07.2016 - Current
- Leading Site of over 4000 team members with the industry skills in Service desk, Network planning, Finance, Reporting, Business Analytics, SQ, Automation, Data Engineering & Voice,Back-Office Operations
- Responsible for a £38 million P&L, delivering £26.6 million in savings over three years through automation and design innovations
- In charge of all Site related activities e.g. Brand, CSR employee engagement, BCP, Risk & Compliance etc.
- Exco level representation of site performance, future outlook, org level transformation initiatives
- D&I lead for BT India, leading & driving the inclusion culture
- Collaborated with cross-functional teams to develop efficient workflows that supported project objectives without compromising quality or safety standards
Associate Director
British Telecom
Gurgaon
07.2016 - 03.2019
- Leading Consumer CFU (Retail) Operations with P&L responsibility of £18 million, focusing on growth and savings.
- Achieved 82% reduction in financial leakages from incorrect engineer visits and hub replacements.
- Developed strategic plans that improved operational efficiency and increased customer satisfaction to 92%
- Developed and implemented performance metrics and reporting systems to track progress and ensure accountability
- Established partnerships with key stakeholders to ensure alignment between business objectives and customer needs
- Leveraged data and analytics to make informed decisions and drive business improvements.
Deputy General Manager
Firstsource Solutions
Gurgaon
12.2014 - 06.2016
- Managing a portfolio of the UK's largest Telecom provider and two other operators, with P&L responsibility of $12 million
- Lead multi-location management and service delivery for inbound/outbound voice and non-voice tech support operations, aligning outsourcing engagements with client goals.
- Developed and implemented a performance management system that improved employee engagement and accountability
- Analyzed financial data to identify cost-saving opportunities and implemented strategies that reduced expenses by 33% over three years
Assistant General Manager
Veldos LLC
Mumbai
10.2013 - 12.2014
- Managing service operations and relationship management for ARM, along with the inbound CS vertical, with a P&L responsibility of $10 million.
- Lead client visits and business reviews, focusing on exceeding key metrics like CSAT, Sales, Client Experience, and Compliance
- Managed high-level Client Relationships, ensuring revenue and margin targets through resource management
- Acted as the Single Delivery Point, and ensured Customer Satisfaction by surpassing service quality norms and enhancing brand image.
- Responsible for employee development, retention, talent up-skilling and performance management
Senior Operations Manager
Firstsource Solutions
Mumbai
06.2011 - 10.2013
- Managed service operations to meet business objectives and enhance team performance, focusing on profitability through effective revenue and cost management.
- Ensured delivery on SLAs for projects, maintained strong Client Relationships, and handle escalations related to personnel and processes
- Implemented strategies for smooth remittance and account opening processes, facilitate interdepartmental collaboration
- Oversaw workforce management planning, volume predictions and capacity planning.
- Spearheaded process improvements to reduce errors and increase overall quality in operations management.
Operations Manager
Firstsource Solutions
Mumbai
09.2009 - 05.2011
- Maintained effective onsite client management and relations while overseeing SLA management and Key Responsible Areas (KRA)
- Handled capacity planning, staffing forecasts, and the administration of operations. Regular reviews with cross-functional teams-such as Training, Quality, HR, WFM
- Ensured consistent performance in training and quality scores while striving to meet targeted CSAT scores to avoid penalties and secure rewards.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Assistant Branch Manager
Teleperformance India
Gurgaon
05.2008 - 05.2009
- Motivated and inspired team's to reach their potential, improving communication and fostering a sense of ownership among team leads to address employee issues effectively.
- Conducted regular team reviews and meetings, document performance reports for team leads, and managed a diverse group of team leads and customer service agents (CSAs) to achieve predefined targets
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
Assistant Manager
Teleperformance India
03.2005 - 04.2008
- Was responsible for queue management, including manpower scheduling and the evaluation of team and agent quality metrics
- Provided real-time coaching on live calls, identifying and addressing agents' strengths and weaknesses
- Weekly performance reviews and appraisals help track agent improvements.
Telesales Representative
Teleperformance India
02.2004 - 02.2005
- Handled high-volume of customer inquiries in a professional and timely manner
- Maintained detailed records of customer interactions and transactions
- Demonstrated strong problem-solving skills to resolve customer issues quickly and efficiently
Education
Executive MBA -
KSOU University
Mysore 01.2010 - 01.2012
Bachelor of Commerce -
MKVP University
New Delhi 01.2003 - 01.2006
Skills
- C level Relationships
- CE Transformation
- P&L Responsibilities
- Digital Transformation
- D&I Champion
- Business Process Improvement
- Data Analysis
- Automation
- Stakeholder Management
- Innovation Management
- Mentoring
- Team Management
- Strategic Thinking
Certification
Advanced Programme in Strategic Management for Business Excellence, IIM xLucknow
Timeline
Director Operations & Site Leader
British Telecom
07.2016 - Current
Associate Director
British Telecom
07.2016 - 03.2019
Deputy General Manager
Firstsource Solutions
12.2014 - 06.2016
Assistant General Manager
Veldos LLC
10.2013 - 12.2014
Senior Operations Manager
Firstsource Solutions
06.2011 - 10.2013
Executive MBA -
KSOU University
01.2010 - 01.2012
Operations Manager
Firstsource Solutions
09.2009 - 05.2011
Assistant Branch Manager
Teleperformance India
05.2008 - 05.2009
Assistant Manager
Teleperformance India
03.2005 - 04.2008
Telesales Representative
Teleperformance India
02.2004 - 02.2005
Bachelor of Commerce -
MKVP University
01.2003 - 01.2006
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