Sapan Gulati
Senior Program Manager / Consultant
Hyderabad,TG
Skills
P&L Management / Financial Oversight
Operational Excellence / Process Optimization
Risk Management & Compliance
KPI/OKR Development and Execution
Customer Experience (CX) Management
SLA Adherence / Governance
People Development / Leadership Coaching
Talent Retention & Workforce Planning
Automation & Digitization in BPO
Agile / Lean / Six Sigma Methodologies
Global Delivery Model / Offshore & Onshore Team Management
Vendor Management & Contract Negotiation
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
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
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
Bengaluru, India
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
- 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