Sreejit Nair

• Executed GBS transformation roadmaps aligned with corporate strategy, driving operational agility and innovation through workshops and Value Stream Mapping.
• Established PMO frameworks for transformation initiatives, overseeing timelines, resources, budgets, and portfolio management to ensure alignment with business objectives.
• Led end-to-end business process re-engineering across shared services functions, achieving 25% revenue growth and 20% cost optimization via automation and AI.
• Collaborated with IT and digital teams to implement intelligent automation solutions, translating business needs into scalable technical strategies.
• Directed change management programs, enhancing stakeholder communication and adoption strategies for successful migrations in global delivery centers.
• Monitored KPIs and SLAs to assess transformation success, promoting a culture of continuous improvement.
• Managed P&L for service delivery, including financial planning and risk mitigation while leading cross-functional teams exceeding 300 professionals.
• Strengthened client governance and relationships, ensuring compliance and measurable outcomes in a multicultural environment.

• Led banking & financial operations across payments, cards, reconciliations, and transaction processing.

• Ensured 100% compliance with regulatory and operational risk frameworks.

• Managed end-to-end delivery across multi-client BFSI portfolios with strong SLA adherence.

• Implemented Lean/Six Sigma improvements reducing defects and enhancing productivity.

• Oversaw staffing, forecasting, customer governance, and operational reviews.

• Directed migration and transitions, ensuring stable BAU through structured Hypercare.

• Led end-to-end transition of major telecom business from Australia to India (1500+ FTEs), re-engineering processes and establishing GBS frameworks for efficiency and scale.
• Successfully transitioned and optimized key telecom CHAT business (800+ FTEs) within a year, incorporating automation, SLAs, and change management to deliver enhanced performance.

• Implemented global processes (VMS & Kewill) for 50+ vendors, driving automation projects that achieved 150+ FTE savings and 15% CSAT increase through process mining and re-engineering.
• Led customer satisfaction improvement programs, utilizing KPIs, SLAs, and change management to optimize shared services operations.

• Directed First Call Resolution improvement project, resulting in 20% reduction in repeat calls via process re-engineering and technology adoption.

• Directed a team of 15-20 associates in credit card operations, emphasizing operational excellence and stakeholder management.
• Managed comprehensive credit card operations, covering application processing, underwriting support, and customer servicing.
• Implemented QA frameworks and standard operating procedures, reducing errors and enhancing turnaround times.
• Ensured compliance with RBI guidelines, Visa and Mastercard regulations, KYC/AML requirements, and internal risk policies.
• Oversaw high-volume transaction workflows, including authorizations and exception handling, maintaining a zero-defect approach.
• Enhanced service delivery through performance dashboards, SLA governance, and effective workforce planning.
• Collaborated with client-side stakeholders to manage portfolio performance and address customer disputes.
• Supported regulatory audits and internal quality reviews to ensure full operational compliance.