Gautam Singhal
Bengaluru
Summary
Results-driven operations leader with 19+ years of experience in global service delivery operations, process optimization, and customer success. Proven expertise in transforming large-scale operations through transitions, driving service excellence, and enhancing operational efficiency across global, cross-functional teams. Skilled in project management, change management, and continuous improvement to unlock value for the customer. Domains Worked - Tech, HR Shared Services, ECommerce, Education Tech & Retail Recent Tools and Tech - ServiceNow, Workday, Jira, Freshdesk, Salesforce, Tableau, MS Visio
Overview
20
20
years of professional experience
2
2
Certifications
Work History
Senior Manager, People Services Generalist, Enterprise Business Services
Walmart Global Tech
05.2022 - 04.2025
- Managed the HR Shared Services team of over 200+ associates for Walmart across 4 different functions of HR Operations viz. Recruitment Services, Quality Assurance, Contact Center, Unemployment Services
- Business Development for the pillar through scope expansion, capability buildup, and tech enablement/automations.
- People Development measures to enable 28% associates to take up higher roles
- Transition and Transformation Project: Strategized & pioneered the ideation and transition of Recruitment Services Process completely from US to India $8 M savings (FY 25)
- Project to streamline operations to achieve 5% better quality & 30% better efficiency
- Led the Ops Ex Team to identify and drive multiple projects across the People Services teams.
- Associate Development Project: Designing the training plan for the Services population through TNI
- Projects on service standard elevation. Example: SLA from 24 hr to 8 hr.
Head of Operations and Customer Engagement
Ek Step Foundation (Employer - Framework)
04.2019 - 04.2022
- Transformation Project to design and implement the Support process for the education platform for the Nation. (Platform - DIKSHA, now owned by NCERT)
- Program Undertaken: Orchestrated the Support operations PAN India, across 24 states and several partners (organizations who adopted the Diksha platform)
- Project to enhance operational efficiency by 90% through workflow automation.
- Improved utilization by 200% through tech enhancements and process improvement measures and through strong collaboration and partnership with Central and State Government leaders
Manager - Customer Service Operations
Intrasoft Technologies & 123stores ecommerce Pvt Ltd
01.2015 - 01.2019
- Managed the Amazon and eBay marketplace operations for 123stores.com and helped increase the overall sales from $14.5M to $22M in a year through value creation for customers/partners.
- Project to reduced customer complaints and processing time by 40% through Lean Six Sigma
- Reduce Buyer escalations from 0.3% to 0.03%
- Achieved Top Rated’ Seller Rating on eBay for over a year and reduced the cost of listing by 15%
- Awarded the Promising Marketplace Manager, Q4, 2017-2018 for achieving the highest ever CSAT index of 99.2% for a 12-month period.
- People Achievements: Less than 1% attrition in 4 years
Senior Manager Operations
Concentrix Technologies India Ltd
06.2012 - 04.2013
- Successfully led and managed the key international processes of the organization viz. VMWare & Informatica contributing to $2.5M revenue for the organization
- Managed a team of 500 members and the PSL of the process through various resource utilization measures
- Implemented various process improvement initiatives which resulted in:
- Enhanced CSAT from 82% to 89% resulting in higher headcount allocation to the process and increasing the overall process revenue by $500K annually
- Formed a task force to improve efficiency, drive compliance and met SLA’s for the Desktop Line of Business
- Trimmed down Non-Compliance from 18% defects to 1%
- Trimmed down attrition to less than 3% for the entire tenure
Operations Manager
Infinite Computer Solutions
01.2011 - 06.2012
- Successfully led the transition of Apple support process along with managing the Desktop Support Process
- Managed a headcount of 300+ members
- Played a key leadership role within the group and implemented Global SOPs
- Acted as the SPOC for all escalations
- Ensured 100% maintenance of SOPs in the Knowledge repository for L1/L2/L3 support teams.
- Reduced customer complaints and processing time by 40% through Six Sigma and Lean practices
- Enhanced CSAT from 70% in Dec 2011 to 92% in less than 3 months
Group Leader & Deputy Manager
Wipro BPO Ltd
02.2005 - 01.2011
- Began career as a Technical Support Executive and progressively took on roles across Quality Control, Training, Operations Management, and People Leadership
- Successfully led and managed a team of 130 associates, ensuring high performance and operational efficiency
- Led the end-to-end transition of the Human Resource Outsourcing (HRO) process for Credit Suisse from London to India, establishing and onboarding a high-performing team of 70+ members
- Collaborated with cross-functional teams in Poland to co-develop the transition methodology, standardized toolkits, and process documentation
- Partnered with Support Management to design and implement an enhanced defect prioritization framework, improving issue resolution timelines
- Rolled out comprehensive training programs on Windows Vista and the Astro Tool, impacting over 300 associates across the floor
- Recognized with the Bravo Award for Excellence in Technical Support Operations for six consecutive quarters
Education
Bachelors in Commerce - B.Com
Skills
- Operational Excellence/Transformation
- People Management S Development
- Process Optimization
- Service Excellence
- Project S Program Management
- Stakeholder management
- Quality Assurance - Lean Six Sigma Methodologies
- Transition Management
- Change Management
- Customer Success
- Global Team Leadership
Certification
Project Management Professional (PMP) from PMI, USA (valid till 2029)
Timeline
Senior Manager, People Services Generalist, Enterprise Business Services
Walmart Global Tech
05.2022 - 04.2025
Head of Operations and Customer Engagement
Ek Step Foundation (Employer - Framework)
04.2019 - 04.2022
Manager - Customer Service Operations
Intrasoft Technologies & 123stores ecommerce Pvt Ltd
01.2015 - 01.2019
Senior Manager Operations
Concentrix Technologies India Ltd
06.2012 - 04.2013
Operations Manager
Infinite Computer Solutions
01.2011 - 06.2012
Group Leader & Deputy Manager
Wipro BPO Ltd
02.2005 - 01.2011
Bachelors in Commerce - B.Com
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