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