Ashish Kaul
Gurugram,HR
Summary
Highly accomplished and results-oriented operations and delivery management professional with over 24 years of demonstrated expertise in the BPO/ITeS domain. Seeking to leverage extensive experience in Operations, Project Management for CEO office, Executive Data Insights, transactional quality, Operational compliance audits, and process stabilization & optimization. Proven ability to lead, motivate, and manage large teams to achieve and surpass operational targets. Looking to contribute to a dynamic and growth-oriented organization where a strong work ethic and a commitment to excellence drive success.
Overview
25
25
years of professional experience
3
3
Certifications
Work History
Operations & Delivery Lead
Accenture
01.2022 - Current
- As Operations & Delivery Lead at Accenture from January 2022 to Present, led multiple client-facing AP & Proc Ops accounts. At present leading a technical support care operations (L1 to L3) for a US Client; leading Teams from India, Argentina, Manila and Brazil across English, Spanish and Portuguese languages. Role involved optimizing people & processes, delivering revenue growth, maintaining strong client engagement, driving adoption to new tech, optimizing cost. Successfully, executed internal Compliance Audit framework, SOPs, and execution on BPMS methodology. Hired, trained, mentored, and developed resources across locations/regions.18% labour cost reduction delivered in 2H, 2025
- Key Result Areas:
- Led and managed multiple client-facing accounts within the AP & Proc Operations domain, Successfully delivered transition, go-live and no noise operations for a technical support account.
- Oversaw and streamlined diverse Voice & Non-Voice Transactional Quality teams for clients based in the US, UK, and Australia, encompassing diverse sectors like AP, Procurement Operations, Technology, Retail, and Telecom.
- Successfully project managed organizational initiatives focused on optimizing operational efficiencies, identifying and leveraging cost reduction opportunities, and streamlining personnel management to elevate overall client-centric metrics.
Senior Manager – Global Security
Concentrix
09.2019 - 01.2022
- As Senior Service Delivery Operations Lead at Concentrix from September 2019 to January 2022, responsible for leading and managing a 24/7 Global Security Insider Threat Command center built to gauge and manage remote worker security risks.
- Established and managed a 24/7 Global Security Insider Threat Command Center to effectively assess and mitigate security risks associated with remote work environments.
Senior Manager – Executive PMO to Country Head
Convergys
03.2012 - 09.2019
- As Corp PMO Lead to Country Head at Concentrix from March 2012 to Sep 2019, functioned as a direct report to the Country Head (SVP) for India, China, Malaysia, and Japan. Responsibilities included managing organizational initiatives and business priorities; delivering strategic data insights based on market and industry trends; and ensuring effective communication and collaboration with stakeholders across all levels. Provided in-depth performance analytics and reporting at a country level on Ops, Financial & Quality KPIs.
- Successfully served as a direct report to two Country Heads (SVP), overseeing and driving traction for organizational initiatives and business priorities across India, China, Malaysia, and Japan. Generated performance trends on financial and operational KPIs at Country level
- Led and project managed high impact country level organizational initiatives.
- Provided comprehensive end-to-end reporting and analytics, delivering strategic data insights based on market and industry trends to facilitate informed decision-making.
- Developed and maintained strong working relationships with key stakeholders, including VPs, Site Heads, Sr. Directors, and Business Unit Heads across India, APAC, US & EMEA, ensuring seamless communication and collaboration.
- Generated comprehensive performance analytics and reports at the country level, encompassing key performance indicators such as Operations, CSAT, and Quality, providing data-driven insights to leadership.
Voice Quality Manager- Australian Telecom
Convergys
01.2008 - 03.2012
- As Voice Quality Manager for an Australian Telecom Client at Concentrix from January 2008 to March 2012, responsible for managing a Transactional Quality team consisting of QA Team Leads and QA Auditors for a 550 FTE client. Delivered exceptional service delivery for a 550 FTE Australian Telecom client.
- Achievements:
Operations Manager
Teletech
02.2007 - 01.2008
- As Operations Manager at Bharti Teletech/Aegis/Global Vantage from February 2007 to January 2008, responsible for leading and managing a team of 350 FTEs across 4 inbound voice processes for US & UK Clients.
- Successfully managed a team of 350 FTEs across 4 inbound voice processes, ensuring seamless service delivery for clients based in the US & UK.
Deputy Manager Quality
Daksh IBM
08.2000 - 01.2007
- As Deputy Manager - Transactional Quality at Daksh from August 2000 to January 2007, responsible for managing Voice, Non-Voice Transactional Quality Teams for a US retail Client.
- Managed both Voice and Non-Voice Transactional Quality teams, ensuring adherence to quality standards and driving continuous improvement initiatives for a US-based retail client.
Education
MBA - marketing management
Pondicherry University
01.2002
Professional Diploma - Network Centered Computing
NIIT
New Delhi01.1999
Bachelors - commerce
Jammu University
01.1997
Skills
Technical Skills: Compliance Audits, Six Sigma, Process Improvement, Business Process Management (BPM), Quality Management, Internal Controls, Executive Reporting & Analytics, Project Management, Operational Efficiency
Certification
Six Sigma Green Belt trained and certified - 3 green belt projected delivered.
Timeline
Operations & Delivery Lead
Accenture
01.2022 - Current
Senior Manager – Global Security
Concentrix
09.2019 - 01.2022
Senior Manager – Executive PMO to Country Head
Convergys
03.2012 - 09.2019
Voice Quality Manager- Australian Telecom
Convergys
01.2008 - 03.2012
Operations Manager
Teletech
02.2007 - 01.2008
Deputy Manager Quality
Daksh IBM
08.2000 - 01.2007
Professional Diploma - Network Centered Computing
NIIT
Bachelors - commerce
Jammu University
MBA - marketing management
Pondicherry University