Gowrisankar Mohan
Operations & Customer Service Leader | Global Operations
Singapore
Summary
18+ years' experience in business and sales operations leadership roles: driving growth, automation, and efficiencies for global companies. Proven expertise in people management, vendor relations, metrics tracking, performance management, process re-engineering, scalability solutions, and customer support.
Overview
18
18
years of professional experience
2
2
Languages
Work History
Business Development Manager
JM Express
03.2026 - Current
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decision makers.
- Conducted comprehensive market research and analysis to identify emerging trends and potential areas of expansion.
- Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
Manager (Global License Management)
VMware
10.2020 - 12.2023
- Served as the central point of contact for Regional and Global Engagement Managers, as well as Audit Firms, and responsible for managing global operations for a centralized compliance function.
- Spearheaded software licensing audit programs for perpetual, SaaS, and Cloud Service Provider offerings, generating $100M additional revenue from compliance reviews.
- Led data migration initiative: 20+ AMs from Excel to Intuit QuickBase; tracked 10,000+ leads/year; managed 25-40 global team members over 4 years; 95% retention rate.
- Achieved 24/7 productivity in 8 months (reduced the process lead time) by unifying 50+ employees in Bangalore and Costa Rica teams under the 'Follow the Sun' model requiring comprehensive global workforce planning.
- Provided strategic insights for the predictive algorithm model used for identifying non-compliance customers for audit nominations, increase the booking hit rate from 56% to 65%, contributing to overall increase in average deal size.
- Finalized quarterly achievement assessments against goals for engagement managers and organise the QBRs for Sales planning and incentive executive team.
Supervisor (Research & Profiling Services)
VMware
07.2016 - 09.2020
- Led the team in conducting comprehensive analyses using diverse external and internal resources and data points for the audit.
- Integrated the SAP bookings data into the Quick Base tool allowed Engagement managers to swiftly identify their deals, leading to a 50% reduction in the response time during month and quarterly close.
Assistant Manager (International Customer & Products)
TESCO
08.2014 - 06.2016
- Provided leadership, motivation and strategic direction to a multifaceted team of 24 colleagues; instilling a culture of customer service excellence.
- Championed the 'First Time Right' initiative, resulting in a consistent maintenance of accurate promotions and prices for 24 consecutive weeks, and achieved a year with zero attrition.
- Enacted a range of quality initiatives, among them the Badges Program, resulting in a substantial 64% improvement in team efficiency.
- Played a vital role in the implementation of work allocation tool Jamocha across all cross-function team.
- Implemented cross-training initiatives to maximize resource utilization within the Data Base Management team, encompassing 53 sub-processes and involving 9 team members.
Team Leader (International Customer & Products)
TESCO
09.2012 - 07.2014
- Supported commercial categories to consistently deliver and exceed KPIs and proactively identifying the process gaps and improving the efficiency and accuracy.
- Automated the supplier invoice matching process led to a 50% reduction in operational costs through Automation Anywhere.
- Reduced lead time for the query requests by 50% through online dashboards in SharePoint.
- Enhanced team efficiency by 11% by standardizing shifts and re-evaluating the Turnaround Time (TAT) for reporting activities.
Team Leader
J. Sainsbury's Plc.
10.2010 - 05.2012
- Managed a team of 20 members with a proactive approach in maintaining knowledge, skills and being abreast of what customers are experiencing in the shop floor:
- Enhanced the productivity by 30.33% compared to the prior year, leading to annual cost savings of £11,976 and accomplished the KPIs for sales and wastage at a regional level for five consecutive quarters.
- Improved the sales of Cheese counter by 10% annually through cross-merchandising in the aisles.
- Consistently achieved a 'Green' rating in the License to Trade audit for the department over a two-year period.
Team Member (Research and Adjustments / Business Banking)
JPMorgan Chase India Pvt. Ltd.
06.2006 - 03.2008
- Administered a portfolio of loans up to $100,000, including zero-tolerance payments (principal repayments, interest, fees) and advances and NOSTRO reconciliation reports to close open items.
- Engaged 7 Loan Managers to ensure fast and smooth loan processing, with excellent customer service.
- Prepared the Standard Operating Procedure (SOP) and process maps (using MS Visio) for the entire loan processing unit for quality assurance purposes.
Analyst
Global Realty Outsourcing India Pvt Ltd. Chennai, India
07.2005 - 05.2006
Admin-In-Charge
Elanchiam Narayanan Technologies Pvt Ltd. Mannargudi, India
06.2002 - 04.2005
Education
Master of Business Administration (MBA) - Finance
University of Wales
Cardiff, UK05-2010
Bachelor of Science (B.Sc.) - Physics
Bharathidasan University
Tiruchirappalli, India04-2002
Skills
Vendor & Partner Management
KPI Management
People Management
Stakeholder communication
Customer Support
Revenue Enhancement
Lead generation
Team leadership
Research
Goals and performance
Customer pre-qualifications
Operations
Cross-functional collaboration
Business intelligence and analysis
Process improvement
Proficient in SAP GRC, Salesforce, Oracle EBS
Accomplishments
- Implemented automated license position reporting for SMB segment, resulting in a 45% increase in bookings reconciliation and $750,000 in annual compliance revenue.
- Initiated an in-house Contract Summary process at VMware, cutting audit firm spending by 40% ($600 to $240) achieving a $250,000 annual savings in the Audit firm’s expenditure.
- Optimized software discovery process using RPA, resulting in a 15% reduction in license normalization efforts.
- Implemented ML for EULA & PUR (Product Use Rights) analysis, reducing license terms interpretation time by 50%.
- Led pricing and promotion strategies at TESCO HSC, identifying £170,000 potential margin leakage and achieving error-free promotions for 39 weeks.
- Managed a 20-member team at J. Sainsbury's Plc., achieving a 30.33% productivity increase and scoring 89.8% in the department's TALKBACK poll.
- Oversaw loan portfolios up to $100,000 at JPMorgan Chase India Pvt. Ltd., receiving three 'Spot Awards' for maintaining loan quality control and compliance with banking policies.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Business Development Manager
JM Express
03.2026 - Current
Manager (Global License Management)
VMware
10.2020 - 12.2023
Supervisor (Research & Profiling Services)
VMware
07.2016 - 09.2020
Assistant Manager (International Customer & Products)
TESCO
08.2014 - 06.2016
Team Leader (International Customer & Products)
TESCO
09.2012 - 07.2014
Team Leader
J. Sainsbury's Plc.
10.2010 - 05.2012
Team Member (Research and Adjustments / Business Banking)
JPMorgan Chase India Pvt. Ltd.
06.2006 - 03.2008
Analyst
Global Realty Outsourcing India Pvt Ltd. Chennai, India
07.2005 - 05.2006
Admin-In-Charge
Elanchiam Narayanan Technologies Pvt Ltd. Mannargudi, India
06.2002 - 04.2005
Bachelor of Science (B.Sc.) - Physics
Bharathidasan University
Master of Business Administration (MBA) - Finance
University of Wales