Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Other Initiatives
Timeline
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SAURABH JETLI

SAURABH JETLI

People Leader,Global Delivery and Customer Transformation
Bengaluru

Summary

· Highly accomplished sales leader with 28+ years of experience driving revenue growth and maximizing customer satisfaction.

· Recognized for strategic thinking, entrepreneurial mindset, and leadership skills.

· Expertise in sales strategy development, customer relationship management, and operational efficiency.

· Built and led high-performing teams to achieve and exceed sales targets.

· Strong track record of delivering exceptional results across diverse industries.

· Dedicated to driving revenue growth and enhancing customer experience.

Overview

28
28
years of professional experience

Work History

Global Delivery Leader

IBM, Global Business Services
02.2024 - Current

Leading the Talent Transformation Business for a Top Client ($40M) Focused on Delivery and Transformation of HR Operations and their Contact Centre Business.

Head of Business Operations

IBM
08.2021 - 01.2024
  • Supporting the India Business Process Operations Business(11000+ team size) which includes a total of 8 locations and 14 sites across India.
  • Responsible for Business Intelligence, Real Estate Solutions, Building and developing a Sub Contractor channel for Hiring, Process Controls and compliance, People Engagement, Utilization/Productivity, Profitability and Project Management.
  • Delivered Close to $4M in Savings through Real Estate ($2.5M) Optimization and through improving productivity.($1.5M)
  • Drove all Employee Engagement activities to ensure that the annual Pulse survey results were 'Best in Class'
  • The role is key as the India BPO business has grown by over 50% last year and continues to grow.

Consultant

ERNST AND YOUNG
07.2020 - 08.2021
  • Consulting with EY on the following projects: Set up and built the Solutions, Transformation and Transition team as part of a 3-year strategy
  • The Team was set up to build a solutioning, Transformation and Transitioning mindset/culture
  • Led Key projects for EY focusing on transitioning key onshore roles to offshore so as to maximise cost benefits and build an End to End delivery model
  • Led the workforce segmentation for Real Estate Transformation for global EY to help build the workplace of the future
  • Led various Transformation projects , helped build the culture where the team could enable transformation
  • Helped set up processes for daily governance and groomed the team for Leadership positions

FOUNDER

SAURABH CONSULTING
04.2019 - 08.2021
  • Founded Addamile, an initiative to help businesses improve their online ratings through upskilling and through training on Customer service essentials
  • DONJOY (Blackstone Investment)-Scope involved setting up and streamlining business operations to enhance Customer Experience and Collections for their sites in India and Philippines
  • Groomed and helped build the Operations team
  • Expedited resolution for customers from 34 days to 4 days
  • Introduced proper Case Management Process which resulted in reduction of customer escalations by 90% VOC improved from 23% to 50% in six weeks
  • Collections improved by 20%

VICE PRESIDENT OPERATIONS

SITEL PHILIPPINES
05.2014 - 03.2018
  • Spearheaded a 2500-member strong team that operated on the traditional BPO model and a revenue sharing model delivering a strong bottom line
  • Built a $25M business from scratch in four years at a 30% EBITDA
  • Steered strategy formulation and planning for overall operations; managed entire Operations Delivery, P&L Management and People Development.

India LEAD FOR SERVICES (TIED AND NON-TIED)

DELL
11.2011 - 02.2014
  • Led the entire India Services Sales Operations for Dell India
  • Managed a $100M margin rich Services Business which included Tied Services (Services attached with the Hardware) and APOS (After Point of Sale) Services
  • Steered a team of Senior Inside Sales Manager that sold services on top of the Hardware ($25M Quarterly)

Dell International Services
02.2005 - 01.2011
  • Ran Tech Support operations for UKI and US consumer tech support
  • Set up the Dell Site in Gurgaon for UKI consumer tech support Operations.

Service Delivery Leader

E2E SERWIZSOL PVT. LTD. (TATA SONS)
07.2004 - 02.2005

Program Manager

GTL Limited
12.2003 - 07.2004

COO

Value Process Technologies
03.2003 - 12.2003

Asst. Manager

Epicenter Technologies
03.2001 - 02.2003

Duty Manager/ Asst. Sales Manager

The Regent, Mumbai
01.1999 - 02.2001

Process Associate

GE Capital International Services
07.1997 - 12.1998

Front Office Executive

TAJ Palace Hotel, New Delhi
01.1996 - 06.1997

Education

Bachelor of Commerce, India - Commerce

Mumbai University
Mumbai
04.1995

Skills

Entrepreneurial Mindset

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Accomplishments

  • Special Recognition from the EMEA President for setting up and launching the EMEA Tech. Support in Gurugram (2006)
  • Responsible for 100% occupancy for the first and only time for Regent Mumbai
  • Only person to have won 3 upsell incentives in TAJ
  • Master LOA Coach

Other Initiatives

  • Quality Management
  • Process Transition & Improvement
  • Training & Recruitment
  • Team Management
  • Employee Engagement

Timeline

Global Delivery Leader

IBM, Global Business Services
02.2024 - Current

Head of Business Operations

IBM
08.2021 - 01.2024

Consultant

ERNST AND YOUNG
07.2020 - 08.2021

FOUNDER

SAURABH CONSULTING
04.2019 - 08.2021

VICE PRESIDENT OPERATIONS

SITEL PHILIPPINES
05.2014 - 03.2018

India LEAD FOR SERVICES (TIED AND NON-TIED)

DELL
11.2011 - 02.2014

Dell International Services
02.2005 - 01.2011

Service Delivery Leader

E2E SERWIZSOL PVT. LTD. (TATA SONS)
07.2004 - 02.2005

Program Manager

GTL Limited
12.2003 - 07.2004

COO

Value Process Technologies
03.2003 - 12.2003

Asst. Manager

Epicenter Technologies
03.2001 - 02.2003

Duty Manager/ Asst. Sales Manager

The Regent, Mumbai
01.1999 - 02.2001

Process Associate

GE Capital International Services
07.1997 - 12.1998

Front Office Executive

TAJ Palace Hotel, New Delhi
01.1996 - 06.1997

Bachelor of Commerce, India - Commerce

Mumbai University
SAURABH JETLIPeople Leader,Global Delivery and Customer Transformation