Summary
Overview
Work History
Education
Skills
Personal Information
Certifications Trainings
Timeline
Generic

Inder Joshi

Multifaceted Customer Experience Leader
Gurgaon

Summary

Seasoned CX Leader with 24 years of experience driving customer-centric transformation across omnichannel service operations. Certified Six Sigma Black Belt with a track record of turning around underperforming units through strategic reengineering, grievance management, and process excellence. Recognized for integrity, execution focus, and strong leadership in complex service environments.

Overview

24
24
years of professional experience
2021
2021
years of post-secondary education
2
2
Languages

Work History

Global Head - Customer Service Centre

Air India
01.2023 - Current
  • Directed a high-performing in-house team managing Email, Grievance, Refunds, Chat, and Social Media support functions, driving operational excellence and efficiency.
  • Established and governed multi-vendor service delivery partnerships, ensuring stringent compliance with quality benchmarks and corporate governance standards.
  • Partnered strategically with Technology leadership to identify and implement automation initiatives, enhancing upstream architecture and streamlining workflows.
  • Exercised full ownership of budgeting, cost control, and P&L accountability, consistently aligning financial performance with organizational goals.
  • Spearheaded Net Promoter Score (NPS) and Customer Satisfaction (CSAT) programs, leading cross-functional projects that significantly elevated the customer experience.
  • Conceptualized and executed integrated social media strategies in collaboration with Marketing, strengthening brand equity and digital presence.
  • Oversaw complex process migrations, transitions, and system integrations, ensuring seamless alignment with evolving business requirements.
  • Championed strategic process improvement initiatives that optimized service delivery and operational effectiveness.
  • Led transformative projects and organizational change efforts that fueled sustained growth and enhanced overall performance.
  • Played a pivotal role in designing and implementing employee development frameworks, fostering a culture of continuous learning and talent advancement.
  • Successfully established an 1000FTE outsourcing center spanning 5 strategic locations (India, Malaysia, Egypt), ensuring uninterrupted business operations.
  • Seamlessly transitioned Backoffice operations in-house, adding 300 FTE and achieving a remarkable 30% boost in agent productivity, alongside an impressive 80% enhancement in email response time.
  • Significantly enhanced global customer grievances response time, slashing it from 11 days to an impressive 24 hours.
  • Spearheaded a comprehensive transformation of the entire technological infrastructure in collaboration with the Tech team, paving the way for optimized efficiency and performance.

Vice President (GM) – Operations (Airlines, Travel Agencies)

WNS Global Services
11.2021 - 01.2023
  • Responsible for managing Airlines, Travel Agency Business with span of ~ 800 FTE & 3-4 DR's (AVP's)
  • Own client management, customer success, upselling technology /Automation solutions
  • Manage stringent service delivery for customers in ISB cluster (Travel, Transportation and Hospitality)
  • Manage multiple processes/ Accounts P&L's
  • Strengthened Customer Centric culture across the organization and build relationship management towards higher customer retention.
  • Building and executing the business Strategy including Customer Acquisition, Business operations, Running Service Delivery, and overall management of the P&L of the business.
  • Promoting a working environment in which all employees respect WNS BPO as a quality employer & achieving the Employee satisfaction, Organizational Growth, Profitability Enhancement and Client Satisfaction goals.
  • Improved the employee engagement scores by constantly motivating the team, identifying individual training requirements, implementing training strategy, and inculcating team spirit
  • Achieved process excellence and NPS scores along with change management via customer journey mapping programs.
  • Perform the role of solution architect during RFPs
  • Turnaround the Service Levels performance by reinforcing the stringent governance methodology, Robust reporting. Achieved 20% improvement across critical line of businesses.
  • Redesign quality approach to address the error repeatability and achieved 10% improvement and financial error saving $450k annually.

Director – Operations, Customer Experience (Multi Location)

Carlson Group
11.2015 - 10.2021
  • Coordinating cross-functionally and liaising with global, regional partners enabling a high performing team culture based on the expertise and contributions, shared responsibility and the coordination of work towards a common goal.
  • Managing 500 + members team inclusive of Senior Managers and Operations Managers towards attaining excellence.
  • Steering efforts towards developing leaders through effective coaching and training on deliverables.
  • Supervising business results, driving service quality and KPI reviews; leading best practices implementation.
  • Establishing a culture of continuous improvement by maintaining a high performing team with new innovative ideas.
  • Formulating and implementing strategy to ensure innovation, productivity, and feasibility in compliance with norms.
  • Framing strategic documents and preparing phase transitions/ tollgates in collaboration with the team.
  • Driving the execution of cross-functional project activities and tracking progress of project plan (time, forecast).
  • Restructuring operations and introducing important measures to bring in productivity.
  • Framing, developing and implementing yearly business strategies to ensure attainment of goals.
  • Ensuring the successful accomplishment of pre-set business targets in face of growing competition; identifying the prospective clients, generating business from new accounts and developing them to achieve profitability.
  • Effectuated process automation measures to enhance productivity, excellence and ultimate growth (Saving – 30 FTE / 22Lakhs Annual).
  • Successfully led and executed country level projects while ensuring compliance with norms. (Additional Rev – 45Lakhs).
  • Controlled talent development initiatives; successfully established skilled teams and a managerial pipeline.

Deputy General Manager – Vendor Management, Country Contact Center, Customer Experience

Yatra Online PVT LTD
02.2011 - 11.2015
  • Heading the Contact Centre which involves multiple lines of Businesses including - Offline Sales, Operations, Back office, Blended processes (Control span over 200 staff).
  • Responsible for overall P&L, Business strategy, Business development/transitioning and migration, Manpower budgeting/planning and control and SLA management.
  • Ensuring business requirements are met while ensuring customer satisfaction.
  • Continuous measurement and improvement in performance levels.
  • Responsible for effecting process migrations, transitions and integrations based on business requirements.
  • Responsible for introducing and upgrading technology platforms to reduce operational costs and enhance revenues and productivity.
  • Ensuring business acquisitions and retention.
  • Directing key strategies that provide the highest level of improvement to processes and customer service delivery. Responsible for initiatives & implementations.
  • Introduced the concept of OB dialer to enhance profitability; implemented automations to enhance productivity by 10%.
  • Led efforts and enhanced overall annual revenue contribution for Domestic Flight Sales from 36 crores to 100 crores.
  • Restructured one of the back office segment and reduced the direct monthly losses from 16 lakhs to 2 lakhs.

Loyalty Program Manager – India Contact Center

Kingfisher UB Group
06.2009 - 01.2011
  • Headed 200 FTE contact center operations through a dedicated team of 100 Agents, 5 Team Leads and 1 Sr. Team Lead.
  • Directed forecasting needs and analyzed data against budget figures on a regular basis.
  • Developed and implemented SLAs for all processes/sub processes while ensuring compliance with stipulated parameters.
  • Identified process improvement opportunities and implemented strategies to make use of the same.
  • Presented key ideas at executive and senior management levels as well as across all key stakeholder communities.
  • Ensured that employees were motivated and performed to their potential by providing several engagements.
  • Analyzed cost reduction opportunities in BO; attained the rating of 'Outstanding' consistently.
  • Implemented strategies to eliminate inefficiencies; developed business best practices and optimal solutions.
  • Successfully reduced 40% abandancy for a highly demanding segment (Plat) to 2% and maintained the same.

Assistant Manager – Operations

WNS Global Services
08.2006 - 06.2009

Lead – Operations

IBM Daksh
10.2003 - 08.2006

Sr Ticketing Officer

Air Sahara
08.2001 - 09.2003

Education

PGDBM/MBA -

Narsee Monjee

Skills

  • Strategic leadership
  • Effective stakeholder engagement
  • Budget management
  • Customer experience management

Personal Information

Date of Birth: 04/18/81

Certifications Trainings

  • Leadership Excellence Achievement
  • ISO
  • Six Sigma - Black Belt
  • Advance Leadership Program

Timeline

Global Head - Customer Service Centre

Air India
01.2023 - Current

Vice President (GM) – Operations (Airlines, Travel Agencies)

WNS Global Services
11.2021 - 01.2023

Director – Operations, Customer Experience (Multi Location)

Carlson Group
11.2015 - 10.2021

Deputy General Manager – Vendor Management, Country Contact Center, Customer Experience

Yatra Online PVT LTD
02.2011 - 11.2015

Loyalty Program Manager – India Contact Center

Kingfisher UB Group
06.2009 - 01.2011

Assistant Manager – Operations

WNS Global Services
08.2006 - 06.2009

Lead – Operations

IBM Daksh
10.2003 - 08.2006

Sr Ticketing Officer

Air Sahara
08.2001 - 09.2003

PGDBM/MBA -

Narsee Monjee

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Inder JoshiMultifaceted Customer Experience Leader