Roshan Arakal
Bengaluru
Summary
Operations and transformation leader with 15+ years of experience across financial services, insurance, professional services and research-intensive environments. Experienced in managing service delivery, building and scaling teams, establishing operational KPIs, monitoring productivity and utilization, managing SLAs, and driving workflow improvement and automation. Combines operational leadership with data and technology experience, including SQL-based analysis on AWS, data-quality gap identification, digital platform development support and third-party data-feed coordination. Proven ability to partner with clients, business leaders and technology teams to improve service quality, efficiency and business outcomes.
Overview
20
20
years of professional experience
Work History
Associate Director – Global Delivery Network
Alvarez & Marsal
Bengaluru
03.2025 - Current
- Created client engagement solutions and operating-model advisory support for managed services and global delivery initiatives.
- Identified workflow bottlenecks, control gaps, and efficiency improvements by mapping client processes end to end.
- Delivered outside-in assessment framework for outsourcing and operational-improvement opportunities across private-equity acquisition targets and portfolio companies.
- Designed GCC role structures, workload distribution, and service-capacity plans to support scalable operating models, ensuring alignment with strategic goals.
- Generated new executive-search support service line and go-to-market approach to broaden offerings for current clients.
- Advanced GCC location strategy by assessing tier-2 locations for delivery suitability.
Director – Strategic Research & Operations
WNS Global Services
Bengaluru / Gurgaon
05.2023 - 03.2025
- Managed day-to-day operations for $2M executive-search support account, leading a team of ~50 FTE and ensuring research delivery within 150+ FTE global operating model.
- Set and monitored operational KPIs covering productivity, resource utilisation, efficiency and service delivery; used performance trends to identify improvement opportunities and reinforce operational discipline.
- Managed client relationships, service expectations, SLA performance and issue resolution, with a focus on consistent delivery quality and responsiveness.
- Led workforce activities including hiring and performance management to align team capacity and capability with delivery requirements.
- Partnered with business and technology stakeholders on workflow improvement and automation; contributed to the AI/ML transformation team, resulting in use cases adopted across executive-search practice.
- Streamlined research products for a major client, contributing to approximately $200K in positive annual revenue growth.
- Developed target-market strategy with a leading executive-search firm to support its three-year growth ambitions.
AVP – Data, Analytics & Technology
JPMorgan Chase GCC
Bengaluru
12.2020 - 04.2023
- Collaborated with senior leaders to build and position digital research and intelligence platform for business development.
- Executed SQL queries across AWS and enterprise data hub to identify data gaps and quality issues, assessed options, and guided platform updates.
- Worked with third-party data vendors on data-feed needs and contracts, and gathered stakeholder input to support ongoing platform improvements.
- Build a banking wallet-size estimation model and translated business requirements into data and analytics requirements.
- Partnered with cross-functional stakeholders on data structures, product-gap analysis, and user acceptance testing.
- Contributed to research and intelligence platform that cut lead-generation effort by approximately 50%.
- Drove development and positioning of digital research and intelligence platform to support business-development strategy.
- Analyzed SQL output from AWS and enterprise data hub to identify data gaps, assess alternatives, and informed platform enhancements.
- Managed vendor discussions on data-feed requirements and contracts, and coordinated stakeholder feedback to shape platform roadmap.
Associate – Research & Company Insights
JPMorgan Chase GCC
Bengaluru
03.2017 - 11.2020
- Established research operations and managed a team of 20 analysts, ensuring timely delivery of business research requirements.
- Drove research automation that improved turnaround time by approximately 80% and reduced errors by approximately 75%.
- Implemented RPA and CRM-related automation, streamlining processes and enhancing consistency in research tasks.
- Supported international market expansion through analysis of local markets, competition, market size, and political and regulatory considerations.
- Developed a prospect-tracking model that supported business-development activity across multiple countries.
Assistant Manager – Strategic Research
Marsh McLennan Group (formerly JLT)
Mumbai
01.2012 - 03.2017
- Established research desk for construction division, enhancing support for senior leadership on strategic business priorities.
- Provided research and proposal support, leading to RFP wins totaling approximately $10M.
- Conducted Africa opportunity study, facilitating expansion into six countries.
Research Analyst – Business Research
Aranca India Pvt. Ltd
Mumbai
11.2006 - 12.2011
- Managed research projects for a top-three global aerospace and defense company, expanding delivery scope and increasing team size to eight within ten months.
- Supported additional project scope by coordinating a dedicated five-member team.
Education
Advanced Product Management - Product Management
Indian Institute of Management - Kozhikode
India12-2022
MBA - Financial Management
Master of Financial Management
Mumbai04-2013
Skills
- Operations & Service Delivery
- Delivery operations
- Operations management
- GCC / Capability-Center Operating Models
- GCC location strategy
- KPI Governance
- SLA Management
- Productivity & Utilization
- Quality & Performance Management
- Client & Stakeholder Management
- Hiring & Team Development
- Operational Excellence
- Workflow Improvement
- Process Automation
- AI/ML Transformation
- Digital Platform Enablement
- SQL / AWS Data Analysis
- Data Quality & Gap Analysis
- Third-Party Data Vendor Coordination
- GTM
Timeline
Associate Director – Global Delivery Network
Alvarez & Marsal
03.2025 - Current
Director – Strategic Research & Operations
WNS Global Services
05.2023 - 03.2025
AVP – Data, Analytics & Technology
JPMorgan Chase GCC
12.2020 - 04.2023
Associate – Research & Company Insights
JPMorgan Chase GCC
03.2017 - 11.2020
Assistant Manager – Strategic Research
Marsh McLennan Group (formerly JLT)
01.2012 - 03.2017
Research Analyst – Business Research
Aranca India Pvt. Ltd
11.2006 - 12.2011
Advanced Product Management - Product Management
Indian Institute of Management - Kozhikode
MBA - Financial Management
Master of Financial Management