Ravin Marwah
BPO Delivery Leader | Strategic Transformation | Service Excellence Architect
Gurgaon,HR
Summary
Results-driven BPO leader with over 20 years of experience in operations management, client engagement, and strategic transformation across global service delivery landscapes. Proven expertise in managing large-scale contact center operations (2000+ FTEs), owning full P&L responsibility, and delivering exceptional results in BFSI, e-commerce, DTH, Telecom, and Sales. Six Sigma Green Belt certified professional known for building high-performing cross-functional teams and embedding data-backed decision-making into operations. Ready to bring strategic vision, operational excellence, and client-centric leadership to a growth-focused organization.
Overview
23
23
years of professional experience
4
4
Certifications
3
3
Languages
Work History
Associate Vice President-Client Engagement
Coforge Solutions Ltd.
08.2024 - 05.2025
- Spearheaded Global RFP responses, crafting compelling, tailor-made proposals aligned with client goals, SLAs, and delivery models.
- Worked cross-functionally with delivery, finance, legal, and tech teams to build solution frameworks and pricing models.
- Served as the bridge between client needs and internal execution capabilities, ensuring alignment from pitch to delivery.
- Strengthened Coforge market presence by shaping high-impact executive presentations, capability decks, and client demos.
Associate Vice President, Account Head
STARTEK (formerly Aegis Ltd)
08.2021 - 04.2023
- Headed a top-tier e-commerce account across 4 strategic delivery centers, managing 2000+ FTEs across Voice Operations.
- Held complete P&L ownership and ensured continuous margin optimization while maintaining stellar service delivery. Collaborated with cross-functional teams to drive process improvements and innovation.
- Championed account expansion, added new lines of business, and executed seamless transitions during ramp-ups.
- Fostered a high-performance culture, mentoring delivery leaders and building next-gen site heads from within.
- Conducted data-led business reviews, managed CSAT, FCR, AHT, and compliance metrics, and drove process transformation initiatives.
- Drove process transformation initiatives, re-engineering workflows to improve SLA adherence and eliminate non-value-adding activities.
- Orchestrated seamless transitions and rapid ramp-ups, driving agility in response to client demands.
Director-Operations & Site Head
TELEPERFORMANCE
03.2017 - 07.2021
- Led strategic engagement and end-to-end operations for one of India's largest public sector bank, overseeing high-volume customer service and compliance functions.
- Drove consistent delivery on key SLAs including AHT, FCR, CSAT, and compliance scores, ensuring zero non-conformities in audits.
- Partnered with the client's operations and compliance teams to manage daily governance, risk controls, and escalation protocols.
- Led cross-functional coordination with WFM, Training, and Quality to maintain agility and service excellence.
- Played a key role in business continuity planning and disaster recovery simulations, ensuring operational stability and client confidence.
- Increased company revenue by streamlining processes and implementing cost-saving measures.
- Fostered culture of innovation, encouraging development of cutting-edge solutions.
- Implemented AI-powered automation and analytics tools to reduce manual interventions, boost first contact resolution (FCR), and optimize staffing.
General Manager- Operations and Site Head
VERTEX CUSTOMER SOLUTIONS
02.2013 - 02.2017
- Headed the Jaipur delivery center with over 1800+ FTEs, managing operations across Telecom, Sales, Customer Retention, Collections, and Back Office functions.
- Recognized as Best Performing Site in Sales/Revenue & Retention for outbound campaigns by DTH clients.
- Led successful business expansions across various verticals.
- Boosted top-line and gross margins through operational efficiencies, high productivity, and effective cost optimization.
- Directed operations across multiple verticals including Telecom, Customer Service/Acquisition, Collections, Sales, and Back Office.
- Developed and executed comprehensive employee training program, elevating staff skills and improving service delivery.
- Oversaw all essential functions such as HR, Training, Quality, Admin, and Operations.
- Represented the company in pre-bid forums and contributed to both pre and post-bid solutions from an Operations/Site perspective..
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
Senior Manager & NAM-Operations
QCONNEQT (formerly Tata -BSS)
04.2004 - 10.2012
- Led the Inbound & Outbound Telecom & Enterprise Contact Centre operations for a leading telecom client across Maharashtra, Gujarat, and Noida, handling high volumes of both B2B and B2C interactions.
- Managed a workforce of 1000+ FTEs, including 16 Assistant Managers and 4 Operations Managers, driving excellence across 3 geographically dispersed delivery centers.
- Held P&L responsibility, focused on revenue enhancement, and consistently achieved high Customer Satisfaction Index (CSI) through retention, relationship-building, and upsell initiatives.
- Directed the Noida center as Site Head, overseeing HR, Admin, Facilities, and Compliance, ensuring smooth and scalable delivery operations.
- Supported enterprise-level service delivery for B2B products like DLC, NPLC, ILL, and MPLS, ensuring SLA alignment and client confidence.
- Introduced HPPT (High-Performance Process Team) training, driving productivity improvements and employee empowerment at all levels.
- Ensured operational discipline via regular reviews, dashboards, and performance trackers focused on AHT, FCR, attrition, and absenteeism.
Quality Analyst | Customer Service Executive
WIPRO LTD. (formerly Spectramind)
12.2001 - 03.2004
- Began career with a leading US-based financial services client, supporting both customer service and quality assurance functions.
- As Customer Service Executive, handled high-volume outbound sales calls, driving conversions with a blend of persuasive communication, product knowledge, and strict compliance with quality standards.
- Transitioned into the Quality Analyst role, analyzing interactions to identify process gaps, agent performance issues, and training needs.
- Created weekly MIS reports, trend analysis dashboards, and error-tracking sheets that were used by operations and training teams to course-correct performance.
- Developed strong foundations in compliance, customer handling, and process discipline — all of which became cornerstones of future leadership roles.
Skills
Operations & Service Delivery
Performance improvement
Risk management
Client account management
Client Engagement & Business Growth
Transformation & Innovation
Leadership & People Development
Financial acumen
P&L management
Customer service
AI & SaaS Fundamentals
Decision-making
Education
BBA-Allahabad University (2005)
Certification
Certified Lean Six Sigma Green Belt( QAI)
Skills
- Operations & Service Delivery
- Performance improvement
- Risk management
- Client account management
- Client Engagement & Business Growth
- Transformation & Innovation
- Leadership & People Development
- Financial acumen
- P&L management
- Customer service
- AI & SaaS Fundamentals
- Decision-making
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
AI Fundamentals ( Skillup)
07-2025
Basic of SaaS Online ( Skillup)
06-2025
Associate Vice President-Client Engagement
Coforge Solutions Ltd.
08.2024 - 05.2025
Associate Vice President, Account Head
STARTEK (formerly Aegis Ltd)
08.2021 - 04.2023
Certified Lean Six Sigma Green Belt( QAI)
06-2019
Certified Great Manager (GMI)
12-2018
Director-Operations & Site Head
TELEPERFORMANCE
03.2017 - 07.2021
General Manager- Operations and Site Head
VERTEX CUSTOMER SOLUTIONS
02.2013 - 02.2017
Senior Manager & NAM-Operations
QCONNEQT (formerly Tata -BSS)
04.2004 - 10.2012
Quality Analyst | Customer Service Executive
WIPRO LTD. (formerly Spectramind)
12.2001 - 03.2004