John Yagati
Pune
Summary
Results-driven Senior Vice President-Operations and Business Leader with an impressive 25 years of experience in various industries, including BPO, customer service management, Customer Experience, and IT/ITeS. Proven track record of successfully managing large businesses and teams, with a strong focus on People Management, Operations Management, and Service Delivery. Skilled in building and nurturing client relationships, ensuring exceptional customer satisfaction. Adept at handling P&L responsibility and driving profitability.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Senior Vice President-Strategy & Operations
Exela Technologies Pvt Ltd
Pune
11.2024 - Current
- Develop and communicate the strategic vision for BPO and Customer Experience, aligning with the overall goals of the organization
- Provide leadership and direction to department heads and teams, fostering a culture of innovation and continuous improvement
- Cultivate and maintain strong relationships with clients, understanding their business needs and ensuring the delivery of high-quality Customer Experience solutions
- Act as a primary point of contact for key clients, addressing concerns and proactively identifying opportunities for service enhancement
- Oversee the end-to-end BPO and Customer Experience operations, ensuring efficiency, accuracy, and compliance with industry standards
- Implement best practices, methodologies, and performance metrics to drive operational excellence
- Foster a collaborative and innovative work environment, promoting professional growth and employee engagement
- Identify and implement cutting-edge technologies and solutions to enhance service delivery and customer experience
- Stay abreast of industry trends and emerging technologies to maintain a competitive edge
- Develop and manage budgets, ensuring efficient resource allocation and cost-effectiveness
- Collaborate with finance teams to achieve financial targets and profitability
- Establish and maintain rigorous quality assurance measures to ensure services meet or exceed client expectations
- Implement continuous improvement initiatives based on customer feedback and industry benchmarks
- Ensure compliance with relevant industry regulations and standards
- Collaborate with legal and compliance teams to mitigate risks and uphold ethical business practices
- Identify opportunities for business growth and expansion in the BPO and Customer Experience market
- Collaborate with Sales & business development teams to drive sales and secure new contracts
- Actively participate in responding to RFPs and create Bid Solutions to acquire new business with the best possible value proposition to the prospective clients
- Identified areas of improvement within current processes and systems in order to maximize efficiencies.
- Provided input into annual budgeting process for the department's capital expenditure requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Directed operations, finance, and human resources functions of the organization.
- Implemented quality control measures to uphold company standards.
- Managed budgets and financial forecasting processes for the business unit.
Vice President of Operations
IGT Solutions Pvt Ltd
Pune
10.2019 - 04.2024
- Managed workforce development programs by evaluating, interpreting and enforcing human resource policies and regulations and developing industry training programs and conferences.
- Interpreted complex technical information into easy-to-understand language when communicating with staff or external partners.
- Collaborated with other departments in order to achieve organizational goals.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Generated and implemented business strategies to increase revenue while executing operational base development.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Managed daily operations, including budgeting, forecasting, resource planning, and scheduling.
- Implemented successful business strategies to increase revenue and target new markets.
- Identified opportunities to reduce costs and improve efficiencies across all areas of operations.
- Analyzed market trends to identify new business opportunities.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Formed and sustained strategic relationships with clients.
- Collaborated with various departments to identify operational challenges and plan corrective actions.
- Roadmapped plans to outline benefits and address potential constraints prior to resource commitment.
- Developed and deepened relationships with functional leadership to interconnect revenue generation initiatives with day-to-day operations.
Service Delivery Manager
Tata Consultancy Services
Pune
06.2016 - 09.2019
- Managed a large client account in the Telecom domain with over 4000 employees across multiple sites in India and Melbourne, generating 66 million AUD in revenue
- Responsible for Service Delivery, ensuring high-quality and timely delivery of services to the client
- Developed and implemented a comprehensive Global Operations Strategy to achieve revenue targets and market expansion goals
- Provided strategic direction to multiple sites, ensuring alignment with overall business objectives
- Fostered a culture of excellence, innovation, and customer-centricity within the organization
- Cultivated strong relationships with key clients, understanding their evolving needs and exceeding expectations with tailored solutions
- Collaborated with account management teams to identify upselling and cross-selling opportunities
- Acted as the primary point of contact for key clients, ensuring satisfaction and loyalty
- Managed client relations as the primary point of contact, building strong relationships with key stakeholders
- Identified opportunities for account growth, successfully expanding into other lines of business in the same geographical area
- Oversaw financial aspects of the account, including budgeting, annual operating plans, and cost management
Operations Manager
Vertex Business Solutions Services
Pune
04.2011 - 06.2016
- Develop and implement a comprehensive business strategy to achieve revenue targets and market expansion goals, providing strategic direction to multiple sites
- Oversee all aspects of operations, training, quality, HR, and transition functions for India Businesses, ensuring key performance metrics are met and staffing is effectively managed
- Manage a wide spectrum of operations and P&L responsibilities, multitasking across multiple business operations proficiently
- Maintain excellent customer experience scores, provide comprehensive training for operations staff, and ensure effective coverage to deliver exceptional client services
- Drive continuous improvements and innovations to enhance quality and customer satisfaction (CSAT), optimizing spend for lines of business (LOBs)
- Collaborate with internal controls and finance teams to develop and maintain annual budgets and monthly/quarterly P&L forecasts
Vendor Manager
Bharti Airtel Ltd
Pune
07.2009 - 03.2011
- Vendor Selection and Onboarding: Identify and evaluate potential vendors based on organizational needs
- Lead the onboarding process for new vendors, ensuring compliance with company standards
- Contract Negotiation: Negotiate contracts and agreements with vendors, including terms, pricing, and service-level agreements (SLAs)
- Collaborate with legal teams to ensure contract compliance with company policies and legal requirements
- Relationship Management: Cultivate and maintain positive relationships with vendors
- Address conflicts, issues, or disputes in a timely manner
- Conduct regular performance reviews and assess vendor performance against metrics
- Risk Management: Identify and mitigate potential risks associated with vendors
- Develop contingency plans to address disruptions in the supply chain
- Stay informed about market trends to anticipate challenges
- Cost Management: Optimize costs while maintaining quality and service levels
- Identify cost-saving opportunities and efficiency improvements to enhance vendor management processes
- Collaboration: Work with internal teams like procurement, finance, and operations to align vendor management strategies with business objectives
- Communicate effectively with stakeholders to ensure clarity on vendor-related requirements
Operations Team Lead
WNS Global Services
Pune
02.2006 - 06.2009
- Lead and manage a team of operational staff, providing guidance, support, and motivation to foster a positive and collaborative work environment
- Analyze existing operational processes to identify areas for improvement and efficiency gains; implement and oversee process enhancements to streamline workflows and increase productivity
- Optimize resource allocation to ensure efficient use of manpower, equipment, and materials; collaborate with department heads to align resource allocation with business goals
- Implement and oversee quality control measures to maintain high standards of services; work with quality assurance teams to address issues and continuously improve quality processes
- Establish and monitor key performance indicators (KPIs) to assess operational performance; conduct regular performance reviews and implement corrective actions as needed
- Identify potential risks in operational processes and develop mitigation plans; ensure compliance with regulatory requirements and industry standards
Team Supervisor
Convergys
Pune
07.2004 - 02.2006
- Supervised and provided guidance to 30 inbound agents supporting warranty exchange for a large US telco to ensure high-quality customer service
- Conducted regular performance evaluations, provided feedback, and implemented training programs to ensure the quality of service
- Developed and implemented performance metrics to track team performance, identify areas for improvement, and drive continuous growth
- Monitored and maintained service levels for both teams, implementing strategies to improve productivity and meet performance goals
- Implemented training programs and workshops to enhance the skills and knowledge of team members, ensuring alignment with company objectives
Collections Team Manager
HCL Technologies
Noida
11.2003 - 06.2004
- Managed a team of 25 collections agents for a US grocery major, ensuring efficient operations and meeting service level agreements
- Monitored and maintained service levels and quality of service for both teams, implementing strategies to improve performance and productivity
- Developed and implemented training programs to enhance the skills and knowledge of team members, resulting in improved customer satisfaction and reduced errors
- Collaborated with cross-functional teams, including customer support, sales, and operations, to ensure seamless coordination and effective resolution of customer issues
- Conducted regular performance evaluations and provided constructive feedback to team members, fostering a culture of continuous improvement
Skip-Tracing Specialist
GE Capital International Services
Gurgaon
01.2001 - 10.2003
- Successfully transitioned SKIP-Tracing process from Gurgaon to Hyderabad, ensuring seamless transfer of responsibilities
- Conducted skip tracing activities to locate and communicate with customers in default of payments
- Utilized various tools and databases to conduct thorough research and gather accurate information for skip tracing purposes
- Maintained detailed records of skip tracing activities to ensure compliance with company policies and legal requirements
- Collaborated with team members to develop and implement effective skip tracing strategies and techniques
Sales Executive
Stanley Infotech
Kolkata
02.1999 - 12.2000
- Managed sales of IT products through channel partners, focusing on establishing and consolidating partnerships
- Contributed as a key member of a 5-person sales team that initiated the marketing efforts for office automation products
- Designed sales promotion schemes and coordinated mass media campaigns to drive product awareness and sales
- Analyzed market trends and competitor activities to identify opportunities for business growth
- Developed and maintained strong relationships with channel partners, providing them with necessary support and resources
- Collaborated with cross-functional teams to develop marketing strategies and ensure alignment with overall business objectives
Education
Accountancy, Commerce, Economics and Business Law
Calcutta University
05.2024
MBA - Business Administration and Entreprenureship
Narsee Monjee Institute of Management Studies
Mumbai05.2021
Bachelor of Commerce - Commerce, Economics, Business Maths, Business Law
ST. Xavier's College
Calcutta, India05-2000
Narsee Monji Institute of Management Studies
Mumbai, IndiaSkills
- Strategic goals
- Strategic plans
- Customer support
- Revenue generation
- Business development
- Strategic leadership
- Operational excellence
- Digital transformation
- Process improvements
- Policies and procedures
- KPI tracking
- Budget preparation
- Operations management
- Recruiting and hiring
- Innovation management
- Global operations
- Financial management
- Corporate communications
- Organizational development
- Staff development
- Marketing expertise
Certification
- Six Sigma Green Belt Certified
- Executive Coach- ICF accredited
- Customer Operations Performance Certificate (COPC)
Languages
English
First Language
Hindi
Proficient (C2)
C2
Bengali
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Accomplishments
1. Awarded the best Vice President of the Company for turning around the sick unit into profitable one in 8 months ( -12% EBITDA to Positive 5%)
2. Recognised as "Role model" site for running seamless operations, exceeding quality assurance and zero escalations and a profitable business.
3. Recognised as a partner of choice by a large client amongst all partners for delivering the best in class customer experience and streamlining the social media unit.
4. Won best "business in CX strategy implementation" for 4 consecutive years.
5. The "Great Manager's award" has been bagged by my team members for 8 consecutive years.
6. Awarded the best Team Leader for maintaining 0% attrition for 2 consecutive quarters (6 months continuously).
Timeline
Senior Vice President-Strategy & Operations
Exela Technologies Pvt Ltd
11.2024 - Current
Vice President of Operations
IGT Solutions Pvt Ltd
10.2019 - 04.2024
Service Delivery Manager
Tata Consultancy Services
06.2016 - 09.2019
Operations Manager
Vertex Business Solutions Services
04.2011 - 06.2016
Vendor Manager
Bharti Airtel Ltd
07.2009 - 03.2011
Operations Team Lead
WNS Global Services
02.2006 - 06.2009
Team Supervisor
Convergys
07.2004 - 02.2006
Collections Team Manager
HCL Technologies
11.2003 - 06.2004
Skip-Tracing Specialist
GE Capital International Services
01.2001 - 10.2003
Sales Executive
Stanley Infotech
02.1999 - 12.2000
Accountancy, Commerce, Economics and Business Law
Calcutta University
MBA - Business Administration and Entreprenureship
Narsee Monjee Institute of Management Studies
Bachelor of Commerce - Commerce, Economics, Business Maths, Business Law
ST. Xavier's College
Narsee Monji Institute of Management Studies
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