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JIMSEN THOMAS
Pune
Summary
Strategic and results-oriented operations leader with 20+ years of experience driving Global Capability Center (GCC) operations, enterprise client transitions, and customer experience transformation across banking, BFSI, technology, and shared services environments. Currently serving as Senior Vice President – Global Operations & Site Head at Advait Techserve, leading multi-functional operations supporting global banking clients across US and UK markets. Proven expertise in operational governance, P&L management, stakeholder engagement, business continuity, and service delivery transformation within regulated 24/7 environments. Recognized for building scalable operating models, successfully transitioning enterprise accounts, strengthening governance frameworks, driving operational excellence, and developing high-performance teams that deliver sustained business growth and customer success.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Sr VP – GCC Operation, Global Delivery & Site Head
Advait Techserve India
Pune, Maharashtra, India
06.2025 - Current
- Lead GCC operations and end-to-end site delivery for international BFSI clients, overseeing multi-functional teams across operations, HR, compliance, workforce management, and customer support.
- Partner with global leadership teams to align delivery strategy with business objectives, enabling scalable and customer-centric operations.
- Strengthened operational governance through SLA management, KPI frameworks, escalation matrices, and performance dashboards to ensure delivery excellence and stakeholder alignment.
- Successfully transitioned and stabilized enterprise client operations into the GCC environment, ensuring seamless delivery continuity and operational scalability.
- Championed transformation, innovation, and continuous improvement initiatives through Lean Six Sigma, automation, and cross-functional collaboration, driving operational efficiency, service quality, and organizational agility.
- Drove strategic growth initiatives while optimizing budgets, resource utilization, and operational performance to support revenue growth and scalability.
- Strengthened operational resilience through robust business continuity, risk management, and governance frameworks across 24/7 delivery environments.
- Strengthened client and stakeholder relationships through proactive engagement, service excellence, and collaborative governance models.
- Fostered a high-performance culture by driving accountability, employee engagement, innovation, and leadership development across the organization.
Associate Vice President & Head– Contact Center & CRM (Enterprise Customers)
MDIndia Health Insurance TPA
Pune, Maharashtra, India
01.2022 - 06.2025
- Led Pan-India Contact Center & Customer Service Operations across blended processes, enhancing customer experience and operational efficiency.
- Drove market analysis and strategic initiatives to identify growth opportunities and strengthen client partnerships.
- Led workforce planning, recruitment, and governance initiatives, improving operational performance and employee retention.
- Streamlined 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 project management for key initiatives, ensuring timely delivery and alignment with strategic priorities.
- Led seamless transition and stabilization of enterprise clients ensuring operational continuity and service excellence.
Manager Operations
Xponential Data Business Services (XDBS)
Pune, India
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 enhance operational workflows and deliver projects on time and within budget.
- Developed and implemented strategic initiatives to optimize data processing efficiency.
- Implemented process improvements resulting in increased operational efficiency.
- Managed relationships with key stakeholders to ensure smooth project deliveries and overall satisfaction.
Education
Bachelor of Commerce - Banking And Finance
Pune University
Pune05-2003
Associate of Science - Physics, Chemistry, Biology & Mathematics
Loyola Junior College
Pune02-2000
Skills
- GCC & Global Delivery Leadership
- P&L, Site & Operations Management
- Shared Services & BFSI Operations
- Client & Stakeholder Management
- Operational Excellence & Transformation
- Service Delivery & SLA Governance
- Enterprise Transition & Process Migration
- Business Continuity & Risk Management
- Process Automation & Continuous Improvement
- Workforce Planning & Team Leadership
- Customer Experience & CRM Operations
- Change Management & Strategic Planning
Accomplishments
- Successfully established and stabilized GCC operations for global BFSI clients, ensuring scalable and governance-driven delivery.
- Led enterprise client transitions including process migration, operational ramp-up, and governance alignment with minimal business disruption.
- Achieved 98% client retention through strategic stakeholder engagement and customer-centric service delivery.
- Built scalable 24/7 operating models supporting multi-geo global delivery environments.
- Drove operational excellence through Lean Six Sigma, automation, and process optimization initiatives, improving efficiency and customer experience.
Certification
- Lean Six Sigma Green Belt – Asian Institute of Quality Management
- Six Thinking Hats Training
- Leadership & People Management Training
Core Leadership Expertise
- Global Capability Center (GCC) Leadership
- Global Delivery & Shared Services Operations
- Enterprise Client Transition & Stabilization
- P&L & Site Leadership
- Customer Experience & CRM Operations
- Stakeholder & Client Relationship Management
- Operational Excellence & Transformation
- Business Continuity & Risk Governance
- SLA & Performance Management
- Process Automation & Workflow Optimization
- Lean Six Sigma & Continuous Improvement
- Leadership Development & Team Management
Earlier Experience
- 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
Leadership & Personal Interests
- Motivational Speaking, Mentorship & People Development
- Reading on Leadership, Personal Growth, and Biblical Principles
- Represented Pune University in National-Level Hockey and captained Inter-University and Pune District teams.
- Winner in District-Level Hockey, Corporate Cricket, and Local Open Tournaments across Hockey, Football, and Carrom.
Timeline
Sr VP – GCC Operation, 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
Bachelor of Commerce - Banking And Finance
Pune University
Associate of Science - Physics, Chemistry, Biology & Mathematics
Loyola Junior College