JIMSEN THOMAS
Pune
Summary
Strategic operations and client-services executive with 20+ years of progressive leadership across Global Capability Centers, BFSI, healthcare/TPA, contact center, shared services and global delivery environments. Currently Senior Vice President – GCC Operations & Site Head, leading end-to-end site delivery for international clients across operations, workforce management, HR, compliance, customer support, governance and business continuity. Former Associate Vice President & Head – Contact Center & CRM at MDIndia Health Insurance TPA, where led Pan-India customer service operations, enterprise client relationships, workforce strategy, service recovery and operational transformation, contributing to 98% client retention. Experienced in enterprise transitions, operating-model stabilization, executive stakeholder management, SLA/KPI governance, resource optimization, Lean Six Sigma and building high-performing leadership teams. Brings a strong combination of business, operational and client leadership suited to scaling global managed-services organizations.
Overview
1
1
Certification
2027
2027
years of professional experience
Work History
Senior Vice President – GCC Operations, Global Delivery & Site Head
Advait Techserve India
Pune
06.2025 - Current
- Lead end-to-end GCC/site delivery for international BFSI clients across operations, HR, compliance, workforce management and customer support.
- Partner with global leadership and client stakeholders to align delivery strategy with business objectives and customer expectations.
- Own operational governance through SLA management, KPI frameworks, escalation matrices and performance dashboards.
- Lead enterprise client transitions, process migration, operational ramp-up and stabilization, ensuring continuity and scalable delivery.
- Drive transformation through Lean Six Sigma, automation, workflow optimization and cross-functional collaboration.
- Optimize budgets, resource utilization and operational performance in support of growth and scalability.
- Strengthen business continuity, risk management and governance across 24×7 delivery environments.
- Develop high-performing leadership teams through accountability, engagement, performance management and leadership development.
Associate Vice President & Head – Contact Center & CRM (Enterprise Customers)
MDIndia Health Insurance TPA
Pune
01.2022 - 06.2025
- Led Pan-India Contact Center and Customer Service Operations across blended processes, with accountability for customer experience and operational performance.
- Drove client partnerships, market analysis and strategic initiatives supporting growth and stronger enterprise relationships.
- Led workforce planning, recruitment and governance initiatives to improve performance and employee retention.
- Streamlined service operations through automation, workflow optimization and cost-efficiency initiatives.
- Strengthened customer experience through strategic engagement, grievance management and service-recovery frameworks, contributing to 98% client retention.
- Oversaw strategic projects and enterprise-client transitions, ensuring timely delivery, operational continuity and service excellence.
Manager – Operations
Xponential Data Business Services (XDBS)
Pune
06.2018 - 01.2022
- Managed global contact center operations supporting US, UK, Europe and APAC markets.
- Ensured SLA adherence, productivity optimization and customer satisfaction across delivery teams.
- Led cross-functional teams to improve workflows and deliver projects on time and within budget.
- Managed key stakeholder relationships and implemented process improvements to increase operational efficiency.
Other Experiences
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- Assistant Manager - Indus Health Plus
- Operations / Production Manager – Springer Nature – Crest Premedia Solutions
- Operations Leader – SLK Global
- Assistant Manager – Concentrix (IBM Daksh)
- Customer Care Officer / SME – Concentrix (Convergys)
- Senior Sales Executive – Piramyd Megastore
Education
Bachelor of Commerce - Banking & Finance
Savitribai Phule University
Pune05-2003
Associate of Science - Physics, Chemistry Mathematics And Biology
Loyola Jr. College - Pashan
Pune04-2000
High School Diploma -
Loyola High School - Pashan
Pune04-1998
Skills
- Global Managed Services & GCC Operations
- Enterprise Client Services & Executive Engagement
- Service Delivery, Governance & Escalation
- Enterprise Transitions & Transformation
- Workforce Strategy & Resource Planning
- SLA, KPI & Performance Management
- Operational & financial discipline
- Operational Excellence & Continuous Improvement
- Leadership Development & Succession Planning
- Contact Center, CRM & Customer Experience
CAREER HIGHLIGHTS
- 20+ years of progressive leadership across BFSI, healthcare/TPA, customer service, contact centers, shared services and GCC operations.
- Senior Vice President & Site Head with end-to-end responsibility for a multi-functional GCC operation supporting international clients.
- Former AVP & Head – Contact Center & CRM at MDIndia Health Insurance TPA, leading Pan-India customer-service operations and enterprise client engagement.
- Delivered 98% client retention through strategic relationship management, customer experience and service-recovery frameworks.
- Led enterprise client transitions, process migrations, operational ramp-up and stabilization with focus on continuity and scalability.
- Built 24×7 global delivery models supported by SLA/KPI governance, escalation frameworks, workforce planning and performance dashboards.
- Drove Lean Six Sigma, automation, workflow optimization and continuous-improvement initiatives to improve efficiency, service quality and organizational agility.
- Developed leadership capability through accountability, coaching, engagement and succession planning.
Certification
Lean Six Sigma Green Belt – Asian Institute of Quality Management, Six Thinking Hats, Leadership & People Management
Timeline
Senior Vice President – GCC Operations, Global Delivery & Site Head
Advait Techserve India
06.2025 - Current
Associate Vice President & Head – Contact Center & CRM (Enterprise Customers)
MDIndia Health Insurance TPA
01.2022 - 06.2025
Manager – Operations
Xponential Data Business Services (XDBS)
06.2018 - 01.2022
Other Experiences
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Bachelor of Commerce - Banking & Finance
Savitribai Phule University
Associate of Science - Physics, Chemistry Mathematics And Biology
Loyola Jr. College - Pashan
High School Diploma -
Loyola High School - Pashan