Ragib Hussain

Achieved complete P&L ownership, driving profitability, growth, and operational efficiency.
Ensured productivity and quality targets exceeded 98% across all client engagements within DCS LOB.
Leveraged technology/AI to lower operating costs and enhance business efficiency.
Collaborated with HR Talent Acquisition for timely ramp-ups on existing and new client engagements.
Partnered with HR Business Practice to maintain attrition rates within industry standards.
Maintained and expanded relationships with existing clients to foster loyalty.
Contributed to COE team to implement best operational practices in DCS LOB.
Managed cross-functional teams of over 900 professionals across various geographies.

Achievements

Achieved quarterly and annual revenue targets as per AOP
• Maintained gross margin ≥ 58% defined benchmark
• Improve EBIT by 6% YoY through operational efficiency
• Reduced non-billable overheads by 16% via continuous cost control initiatives & automation
Service Delivery & Operational Excellence
• Maintained client SLA adherence ≥ 98% across all projects
• Achieved delivery quality metrics (defect leakage, first-time resolution) ≥ 95%
• Drive incident and problem resolution within committed SLAs ranging from 24 to 48 hours
• Ensure 100% compliance with ITIL, GDPR, ISO, and other defined delivery frameworks
Technology Enablement & Automation
• Implemented 4 AI development that helped reduce operating costs by 32%
• Achieved 45% improvement in productivity through tech tools and automated workflows
Talent Acquisition & Capacity Planning
• Achieved 95% on-time ramp-up from 83% for all client engagements
• Optimized bench strength 10% of total capacity
Talent Retention & Employee Experience
• Reduced attrition from 8% to 4.2% YoY
• Initiated quarterly skip-levels, engagement initiatives, and learning programs
Client Relationship & Account Growth
• Maintained CSAT ≥ 95% across all key accounts
• Identified and closed new business of 1.5 MN USD with existing accounts
• Ensured 94% renewal of all strategic accounts
Strategic Leadership & Team Management
• Provide quarterly business reviews and direction to senior group managers and Managers
• Drove collaboration and alignment across delivery, quality, tech, Finance, Accounts, HR Talent Acquisition & HR Business Practice teams
• Managed 900+ professionals while ensuring high team morale and accountability
Process Maturity & COE Initiatives
• Implemented COE best practices and toolkits across the LOB
• Standardized 100% of delivery processes in line with ISO/process and internal benchmarks
• Lead quarterly process audits and internal benchmarks for improvement

Clients : Brands For Less, Noon, Carrefour, Flipkart, Myntra, Meesho, Tata Unistore, Reliance, Shein, Namshi, Now Now, Walmart

• Led full P&L ownership for the Retail Solutions & Consulting BU, consistently delivering revenue growth, profitability, and cost optimization.

• Developed and executed retail transformation strategies for top-tier clients, aligning consulting offerings with digital, omni-channel, and in-store growth imperatives.

• Built strategic relationships with C-level executives across global retail brands, driving client retention and expanding wallet share.

• Spearheaded innovation in retail solutions by integrating AI/ML, automation, and analytics to drive measurable business outcomes.

• Managed high-performing, cross-functional teams of over 400 professionals across geographies, ensuring delivery excellence and operational efficiency.

• Partnered with sales and solutioning teams to create winning proposals, boosting RFP win rates, and revenue pipeline.

• Maintained SLA adherence and client satisfaction scores above 98% through rigorous execution and governance practices.

Drove best practice adoption via the Center of Excellence, improving delivery maturity and process standardization across the BU.

Enabled timely hiring and talent development strategies in collaboration with HR, while maintaining attrition within industry benchmarks.

• Represented the BU in industry forums and thought leadership platforms, enhancing brand credibility and market positioning.

Achievements
• Delivered 18% YoY revenue growth for the Retail Solutions BU in the USA and YoY Increase of 24% in GCC, while improving EBITDA margins by 8% through strategic cost optimization and service mix realignment.
• Led multi-country retail transformation programs for Tier-1 clients in the USA, UAE, West & South Africa, including AI-driven demand planning, store digitization, and ERP modernization, resulting in up to 22% operational efficiency gains.
• Secured multi-year consulting and implementation deals worth $20M+, by building executive-level relationships with leading retail groups across Ace Hardware (USA), NICE, Zeel Group, Noon, Al Dobowi Group, Syska, ChannelSale, Dischem etc.
• Implemented AI-powered in-store analytics and automation tools, increasing client footfall conversion rates by 15% and reducing stockouts by 30%. Automation also helped reduce inventory costs by 18%
• Directed a 400+ member delivery team across USA, UAE, India, and West and South Africa. Maintained SLA compliance 98% and CSAT 95% across all tech and service projects.
• Increased proposal win rate by 40%, by redesigning the solutioning approach for large RFPs and aligning offerings to regional retail innovation priorities.
• Reduced attrition by 9% within 12 months, through collaborative HR strategies focused on retention, skill development, and a revamped career pathing program.
• Established a Retail Center of Excellence (CoE) to embed GCC-specific frameworks and best practices, enhancing delivery standardization and cross-project reusability.
• Launched a Retail Talent Accelerator Program, reskilling over 90 consultants in digital retail, customer journey mapping, and omni-channel strategy specifically for USA and GCC geographies
• Represented the firm and was an expert speaker at key industry forums including but not limited too RetailME, IRCE, Images Retail, RAI (Retail association of India) significantly increasing visibility and pipeline engagement across different geographies.