Skills
Summary
Overview
Work History
Education
Accomplishments
Brands Supported
Timeline
GeneralManager
Sapan Gulati

Sapan Gulati

Senior Program Manager / Consultant
Hyderabad,TG

Skills

P&L Management / Financial Oversight

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Summary

Seasoned Program Consultant with 21+ years of progressive leadership experience in managing large-scale customer support and BPO operations across telecom, voice, and NPO domains. Expert in delivering operational excellence through strategic planning, quality management, and people leadership, with a proven track record of managing 1000+ FTEs across multi-location delivery hubs. Skilled in driving process automation, reducing turnaround time (TAT), enhancing service quality, and saving 300+ hours quarterly through scalable solutions. Adept at business transition, expansion, and transformation with a focus on high-impact service delivery, stakeholder alignment, and sustainable growth

Overview

22
22
years of professional experience
3
3
years of post-secondary education

Work History

Senior Program Manager

Wipro
Hyderabad, Telangana
11.2023 - 11.2024
  • Directed and orchestrated cross-functional teams to successfully deliver high-quality products on time and within budget, leveraging agile project management, strategic planning, and
    stakeholder collaboration to drive business success
  • Implemented and championed continuous improvement initiatives, utilizing Lean Six Sigma methodologies, process optimization, and data-driven decision-making to enhance operational efficiency and effectiveness across all projects
  • Developed and maintained stakeholder communication strategies, ensuring alignment between business objectives, key performance indicators (KPIs), and program milestones, fostering
    collaboration across departments
  • Spearheaded end-to-end process improvement initiatives, conducting workflow analysis, root cause analysis, and change management to identify bottlenecks and implement scalable
    solutions that optimize productivity, compliance, and operational excellence
  • Managed, mentored, and developed a workforce of 1,000+ professionals in geospatial technology programs, driving workforce planning, training and development, talent
    management, and performance coaching to enhance team capabilities and career growth

AVP of Operations

Accenture
Hyderabad, Telangana
06.2021 - 11.2023
  • Successfully led the transition of onshore projects with expanded scope, achieving an 80% reduction in overall Turnaround Time (TAT) through strategic automation and process optimization
  • Directed high-impact projects related to Places of Interest, Restaurant Onboarding, SKU Management, and Machine Learning for a leading service provider in the Accenture Hyderabad
    Delivery unit, ensuring excellence in execution and innovation
  • Managed and mentored a diverse team of operators, team leads, trainers, MIS, and QAs, overseeing data accuracy analysis for key POI components, which resulted in significant business automation saving 300 hours quarterly for the client
  • Orchestrated a dedicated vertical to support machine learning models, tracking emerging spam trends, identifying social engineering techniques, and discovering opportunities for extortion of unclaimed business on maps, ensuring proactive and data-driven solutions
  • Oversaw third-party vendor management, reducing costs in field operations, identifying and implementing automation opportunities, and ensuring effective resource allocation and
    utilization

Other Roles

Accenture
04.2006 - 05.2021
  • Manager, Accenture. Hyderabad, Telangana - Jun. 2016 - May. 2021
  • Deputy Manager, Accenture. Bangalore, Karnataka - Sep. 2010 – Aug. 2016
  • Team Lead, Accenture. Bangalore, Karnataka - Sep. 2008 – Aug. 2010
  • Process Coach, Accenture. Bangalore, Karnataka - Sep. 2007 – Aug. 2008
  • Voice Coach, Accenture. Bangalore, Karnataka - Apr. 2006 – Aug. 2007

Communication Coach

Convergys
Pune, Maharashtra
04.2003 - 03.2006
  • Drove process standardization by creating and implementing SOPs, resulting in increased efficiency and reduced deviations.
  • Increased customer satisfaction through adherence to quality standards and customer requirements.
  • Evaluated quality problems and performed assessments to identify and resolve issues.
  • Conducted thorough audits to ensure adherence to industry standards and regulatory requirements, maintaining compliance consistently.

Education

Bachelor of Commerce - Marketing

Symbiosis College of Arts And Commerce
Pune, Maharashtra
04.2000 - 06.2003

Accomplishments

Successfully Transitioned the business for a Non Profit Organization from Colorado to Bengaluru

Brands Supported

BPL Cellular

Convergys

Accenture

  • MyLearning
  • RSA
  • Unilever
  • British Telecom
  • Google
  • YouTube
  • Diebold
  • Uber

Wipro

Timeline

Senior Program Manager

Wipro
11.2023 - 11.2024

AVP of Operations

Accenture
06.2021 - 11.2023

Other Roles

Accenture
04.2006 - 05.2021

Communication Coach

Convergys
04.2003 - 03.2006

Bachelor of Commerce - Marketing

Symbiosis College of Arts And Commerce
04.2000 - 06.2003

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Sapan GulatiSenior Program Manager / Consultant