Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Languages
Timeline
Hi, I’m

NILAY SULE

CX & Ops Head
Bangalore,KA
CXM= The art and science of coaxing lifetime loyalty from daily transactions.
Steve Curtin
NILAY SULE

Summary

Strategic Customer Experience Leader with 20+ years of driving operational excellence across FinTech, D2C, BPO/BPM and Food Delivery. Expert in Contact Center Management, Workforce Planning, and Omnichannel Support, delivering seamless engagement across voice, chat, email, and social channels. Skilled in IVR Optimization and CX Automation, consistently enhancing efficiency, reducing costs, and elevating customer satisfaction. Proven track record of leveraging data-driven insights to scale operations, boost NPS, and accelerate business growth.

Overview

22
years of professional experience
1
Certification
5
years of post-secondary education

Work History

ServiceGTD
Bangalore, KA

CX & Ops Head
04.2025 - Current

Job overview

  • Part of the founding team of an early-stage startup, leading Customer Experience (CX), Operations, and Cost Management functions.
  • Developed and implemented the company's operational strategy to streamline business functions and drive growth.
  • Researched, evaluated, and integrated CRM and sales tools to optimize lead management and conversion.
  • Led customer acquisition initiatives across social media platforms, focusing on Reddit, Facebook (including niche groups), and Instagram.
  • Collaborated on the creation of investor presentations and pitch decks to support fundraising efforts.
  • Built comprehensive financial and cost models to guide budgeting, forecasting, and strategic planning.

EV Recharge

Advisor
08.2024 - 04.2025

Job overview

  • Company Overview: Remote
  • Spearheaded the development of cost and financial models to support pricing strategy, budgeting, and investor readiness.
  • Played a key role in setting up and optimizing operational workflows and infrastructure from the ground up.
  • Focused on improving operational metrics such as service uptime, cost efficiency, and turnaround time.
  • Remote

SIMPL (Fin-Tech)
Bangalore, KA

Associate Director - Operations
12.2021 - 05.2024

Job overview

  • Build & managed a team of 1 Manager, 2 AM, 250 FTE across collections and support team.
  • Directed Collections' Management across delinquency periods and Support Operations (Email, Inbound, Chat, & Social Media) & Spearheaded Service Level Agreements (SLAs) metrics.
  • Developed a structured onboarding framework for 25+ merchants across Pan India, enabling them to scale to $15K MRR in five months.
  • Implemented innovative solutions to streamline processes and improve operational efficiency (Improved collection opportunity by 3x).
  • Defined OKRs for Collection & CX; Teamed up with CXOs for building Annual Operating Plan (AOP).
  • Collaborated with Program Manager & Data Science team to build ML driven Collection model to reduce DPD90 delinquency and improve Same Day collection by 13%.
  • Crafted a cluster fraud detection framework, reducing losses, strengthening compliance, and improving collection efficiency through data analytics and machine learning.

BEYONDSKOOL (Ed-Tech)
Mumbai

Head - Operations
04.2021 - 12.2021

Job overview

  • Boosted operational efficiency by (15%) by defining OKRs and collaborating on Annual Operating Plan with founders.
  • Redesigned processes and resolved concerns and complaints, optimizing teacher and student operations and increasing renewal rates from 12% to 23%.
  • Spearheaded pre-sales efforts for digital and outbound leads through outsourcing, optimizing customer acquisition costs with conversion-led payout models.
  • Played a key role in collaborating with the Finance team to streamline payment and loan processes (including PayPal), successfully reducing loan/payment processing time from 7 days to 3 days.
  • Redesigned the demo class content structure in collaboration with Content team to enhance conversions from 12% to 25%, driving increased subscriptions.
  • Collaborated with CTO to finalize CRM tool for Operations.

SWIGGY (Food Delivery)
Bangalore, KA

Sr Manager - Operations
11.2015 - 03.2021

Job overview

  • Managed and developed a team of 10 Managers & 850 employees, demonstrating strong leadership skills.
  • Worked with senior management on strategy and execution planning focusing on Customer experience, Budgeting and Annual Operating Plan and Established performance metrics to monitor progress towards organizational goals.
  • Led the outsourcing partner project from business case development to partner identification, compliance assessment, and operational fit evaluation. Managed end-to-end operations, collaborating with 17 partners across Pan India and overseeing a total workforce of 1,100 FTE.
  • Defined OKRs for Customer support and Partner Experience focusing on Operational Efficiency & Cost reduction.
  • Spearheaded Support Operations, Social Media, Escalation Desk, Live Operations & Fulfilment.
  • Devised resource management plan & developed and executed hiring strategies.
  • Set up operations for Supr Daily from the ground up, including office identification, hiring, addressing customer concerns related to logistics, and collaborating with the product team to develop effective solutions.
  • Led the Instant Gratification project to tackle high refund rates, successfully reducing gratification costs by 33%, from INR 3CR to INR 2CR per month.

ZIMMBER (Handy Man Services)
Mumbai

Assistant General Manager - Operations
04.2015 - 11.2015

Job overview

  • Managed the entire customer lifecycle, from acquisition and service execution to payment collection.
  • Played a key role in driving growth from 16 orders per day to 6,000 orders per day within six months through strategic initiatives (Events/Promotions) and successful category launches.
  • Led PAN India business operations encompassing lead conversion, fulfilment and order management.
  • Increased customer satisfaction by {15%} by improving order fulfilment efficiency and enhancing service protocols.
  • Resolved customer complaints in a timely manner emphasizing positive relationships and customer retention.
  • Established field operations (Thane) ensuring efficiency of the field executives.

1POINT1 (BPO/BPM)
Mumbai

Manager - Operations
02.2013 - 03.2015

Job overview

  • Managed 18 clients, generating a monthly revenue of INR 1CR through effective SLA and incentive achievement.
  • Managed clients across diverse domains, including Airlines/Travel, Insurance, Appliances, Healthcare, Finance & Investment and Government CGD, among others.
  • Strengthened client relationships by overseeing and enhancing their SLAs.
  • Mentored and trained new employees on company policies and procedures.
  • Led daily operations, ensuring business SLA compliance, scheduling, and budgeting, while initiating client reviews to facilitate proactive information sharing.
  • Analyzed and resolved quality and customer service issues, recommending system improvements.

SUTHERLAND GLOBAL (BPO/BPM)
Mumbai

Sr Associate Manager - Operations
11.2003 - 03.2012

Job overview

  • Enhanced operational efficiency by {15%} by ensuring team adherence to company policies daily.
  • Worked closely with clients to identify and address customer issues and challenges following new product launches across NAM, APAC and EMEA.
  • Supported Symantec in reducing lead times from design-to-market.
  • Instituted update dissemination process to improve FCR by 28% and Customer experience scores by 19%.
  • Facilitated weekly meetings with department heads & Clients across multiple regions.

Education

University of Mumbai

Bachelors of Commerce from Commerce
06.1998 - 05.2003

Symbiosis Distance Learning

MBA from Finance

Indian School of Business
Hyderabad

from Leadership with AI
04.2025 - 08.2025

Skills

  • Leadership & Planning
  • Workforce Planning
  • Capacity Forecasting
  • Outsourcing
  • Vendor Management
  • Operations Strategy
  • Stakeholder Management
  • AI & Automation
  • AI-driven Contact Center Optimization
  • P&L Management
  • Cost Control
  • Budgeting
  • Renewal & Retention
  • CRM Tools

Websites

Certification

  • Six Sigma Green Belt Certified
  • Six Sigma Black Belt Certified
  • Ontrac Star Certified

Accomplishments

  • Collection Rate Achievement, Achieving a 97% collection rate for a portfolio worth ~290 Cr, reducing collection costs significantly
  • Chatbot Development, Developed a chatbot that reduced contact rate by 33% and improved self-serve adoption
  • D2C Trust Program, Established a program for D2C companies, scaling to 25 merchants and generating $15K MRR
  • Order Scaling at Swiggy, Played a key role in scaling up operations from 9000 orders per day to 1.8 million orders per day
  • Process improvement, Improved CSAT from 45% to 63% through Workflow enhancements enabling Faster and first contact resolution
  • NPS Improvement, Improve Partner NPS from -20% to +12% through enhancing experience and building product features enabling financial visibility, discounting, promotions and menu enhancement

Languages

English
Hindi

Timeline

Indian School of Business

from Leadership with AI
04.2025 - 08.2025

CX & Ops Head

ServiceGTD
04.2025 - Current

Advisor

EV Recharge
08.2024 - 04.2025

Associate Director - Operations

SIMPL (Fin-Tech)
12.2021 - 05.2024

Head - Operations

BEYONDSKOOL (Ed-Tech)
04.2021 - 12.2021

Sr Manager - Operations

SWIGGY (Food Delivery)
11.2015 - 03.2021

Assistant General Manager - Operations

ZIMMBER (Handy Man Services)
04.2015 - 11.2015

Manager - Operations

1POINT1 (BPO/BPM)
02.2013 - 03.2015

Sr Associate Manager - Operations

SUTHERLAND GLOBAL (BPO/BPM)
11.2003 - 03.2012

University of Mumbai

Bachelors of Commerce from Commerce
06.1998 - 05.2003

Symbiosis Distance Learning

MBA from Finance

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NILAY SULECX & Ops Head