Summary
Overview
Work History
Education
Skills
Websites
References
Languages
Timeline
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Sindhu Nair

Sindhu Nair

Mumbai

Summary

General Manager Operations with 23+ years of experience. Being responsible and accountable for different domains like Tech, Utilities, BGV, eCommerce, Telecom & Media and Travel companies. In my current stint I manage a portfolio of USD 6.8 MN Annually.

Overview

25
25
years of professional experience

Work History

General Manager Operations

WNS Global Services ltd
08.2018 - Current
  • Led a team of 1300 + employees across different industries and work streams during my stint in WNS
  • In my current role, I am responsible for the performance of 900 + employees that supports a tech company
  • The work entails supporting their existing workstreams like Contractual Compliances, Risk & Compliance, Content Management, Grocery Management, Menu Creation, Menu Affordability & Driver’s Verification
  • This portfolio generates revenue for WNS at USD 6.8 MN annually
  • Pre Covid, I was responsible for International travel accounts like Thomas Cook, Kiwi, Last Minute and TUI handling a portfolio of USD 9.6 MN annually with a team size of 1300+ across different cities in India
  • I was also responsible for a back-ground verification project where the program entailed managing projects for Criminal, Employee, Educational and Federal verifications
  • We were also required to verify details in the National sex offender registrations in US
  • This project had a portfolio of USD 4.1 MN annually
  • Supported eCommerce platform (Amazon) for their seller support division (backend platform) with a team size of 600+ and with a portfolio of USD 3.4 MN annually
  • Business grew (organically and inorganically) by 3.8 times between 2022 to 2025 from (225 FTEs in 2022 to 875 FTEs in 2025)
  • Revenue grew 3.04 times for the above timelines ($2 MN to $6.8 MN)
  • Margin grew by 26% for the same timelines
  • Drove multiple Automation projects to strengthen our relationship and our stand with the clients
  • Automated workflows for the tech company using a facial recognition tool to verify drivers in US&C region
  • This led to 33% of the volumes getting picked up the automation tool, resulting in FTE savings for the tech company and an In Organic growth for WNS
  • Using Jira, we were able to automate workflows that streamlined processes across different projects

Deputy General Manager

Firstsource Solutions Ltd
07.2015 - 07.2018
  • In my 16+ year stint with Firstsource Solutions, I was responsible for multiple projects across different industries that spanned across Utilities, Telecom/Media and BFSI (Credit card division)
  • In the last 3 years in Firstsource, I led a large team of 400 + Sales agents for British Sky Broadcasting and managed a portfolio of USD 3.9 MN annually
  • Was responsible to drive sales and customer service operations across multiple channels like Chat, Voice and Backoffice
  • Improved Sales conversion via chat channel by 32% over a period of 2 years (20.61% in 2018 vs 15.6% in 2016)
  • Grew the business by 18% in 3 years
  • Revenue for this project grew from USD 3.3 MN in 2016 to USD 3.9 MN in 2018
  • Sales chat contributed to 19% of the overall sales for BSkyB in 2018
  • This contribution to overall sales grew by 26% over the last two years
  • Drove Channel Analytics to help business improve customer journey on Website
  • Created an inhouse Sales modules called 'XSallance' with the help of an external consultant to drive improvement in Negotiation skills for the Chat employees

Public Relation Officer

Indo Arab Chamber of Commerce
11.2001 - 07.2002

Account Assistant

Elcera Substrates Ltd
08.2000 - 09.2001

Education

Exec Program in Cyber Security & Artificial Intelligence -

IIM Indore
06-2025

exec MBA -

NMIMS

BCom -

Mumbai University

PGDFERM -

WTC

CA (Inter) -

Skills

  • Client Relationship Management
  • Profit and Loss Management
  • People management
  • Performance Management
  • Operations Management

References

  • Anshul Mathur, VP, 9582468488
  • Rekha Menon, Sr. Asst Vice President, 9945628972
  • Neha Desai, Associate Partner, 9820517973, 9619788193, 9004802018

Languages

English
First Language
Hindi
Upper Intermediate (B2)
B2

Timeline

General Manager Operations

WNS Global Services ltd
08.2018 - Current

Deputy General Manager

Firstsource Solutions Ltd
07.2015 - 07.2018

Public Relation Officer

Indo Arab Chamber of Commerce
11.2001 - 07.2002

Account Assistant

Elcera Substrates Ltd
08.2000 - 09.2001

Exec Program in Cyber Security & Artificial Intelligence -

IIM Indore

exec MBA -

NMIMS

BCom -

Mumbai University

PGDFERM -

WTC

CA (Inter) -

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Sindhu Nair