VARUN SAINI
Business and Operations Head
Gurgaon,Haryana
Summary
Experienced business leader with a proven track record in driving results through team collaboration and adaptive management. Equipped for strategic growth and operational excellence. Skilled in strategic planning, financial oversight, and market analysis. Known for fostering a collaborative environment and achieving key business objectives.
Overview
22
22
years of professional experience
Work History
Head of Business and Operations
Helloverify India Pvt. Ltd.
Noida
07.2024 - Current
- Heading B2B business of 250+ Cr a year & operations of background verification.
- Developed high-performing team members through effective coaching, mentoring, and performance evaluations.
- Delivered YoY growth of 40% in business.
- Own P&L, business development, and delivery across top clients including a ₹100 Cr annual engagement with the Saudi government.
- Heading a team size of 850+ members across operations and business development.
- Delivered EBITDA of 35%+ in FY 24-25, operations journey simplification, and drive CSAT.
- Spearheaded business from domestic to international markets like Saudi Arabia, Philippines, Dubai, Egypt and Abu Dhabi.
Head – Customer Experience and Managed Services
Shyam Spectra Pvt. Ltd.
09.2021 - 07.2024
- Responsible for Customer Experience Strategy for the organization.
- Drive CSAT and NPS for B2B and B2C customers.
- Responsible for delivering seamless customer journeys from onboarding to daily network experience.
- Ensure Customers with brilliant Contact Experience across channels and High Customer Retention.
- Driving a proactive approach across the lifecycle of the customer to ensure the organization fixes problems /issues even before the customer comes to know about them
General Manager – National Service Operations (B2B & B2C)
Bharti Airtel Ltd.
08.2016 - 09.2021
- Responsible for B2C Collection and Retention Strategy Nationally for ₹14,500 Cr revenue across 3.8 Cr customers.
- Responsible for B2B Service delivery strategy for ₹8,000 Cr yearly revenue across 1 mn clients.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Formulated policies and procedures to streamline operations.
- Responsible for process re-engineering to reduce Cost to Serve and improve customer experience - Saved annual cost of 45 Cr.
DGM – Customer Experience Head, Maharashtra Circle
Bharti Airtel Ltd.
04.2014 - 08.2016
- Led as Customer Experience head for Maharashtra Circle for Bharti Airtel Ltd
- Responsible for Customer Onboarding, Store Experience, Distributor compliance and CSAT for the circle.
- Ensure Reduced turn around time for new activations, reduction in faults and complaints via analyzing and improvising customer journey.
- Led large team of 350 team members across Customer Experience function.
- Create and Review Daily Metrics for delivering Customer Experience and enhancing business revenue
Sr. Manager / Manager / Asst. Manager (CX, Retention, CRM Roles)
Bharti Airtel Ltd.
04.2004 - 04.2014
- Managed retention, post-paid lifecycle, and corporate relationship teams across multiple North Indian circles.
- Launched MNP project and contributed to regulatory compliance and CRM transitions.
Executive (Management Trainee)
GE Capital – SBI Cards
04.2003 - 03.2004
- Led collections for Ludhiana & Jalandhar regions.
Education
MDP - Strategic Management - Strategic Management
Indian Institute of Managment - Lucknow
Lucknow 04.2001 -
MBA - Marketing Management
University Business School
Chandigarh 04.2001 -
Bachelors of Commerce - Commerce
Arya College
Ludiana 04.2001 -
Skills
Operations management
Timeline
Head of Business and Operations
Helloverify India Pvt. Ltd.
07.2024 - Current
Head – Customer Experience and Managed Services
Shyam Spectra Pvt. Ltd.
09.2021 - 07.2024
General Manager – National Service Operations (B2B & B2C)
Bharti Airtel Ltd.
08.2016 - 09.2021
DGM – Customer Experience Head, Maharashtra Circle
Bharti Airtel Ltd.
04.2014 - 08.2016
Sr. Manager / Manager / Asst. Manager (CX, Retention, CRM Roles)
Bharti Airtel Ltd.
04.2004 - 04.2014
Executive (Management Trainee)
GE Capital – SBI Cards
04.2003 - 03.2004
MDP - Strategic Management - Strategic Management
Indian Institute of Managment - Lucknow
04.2001 -
MBA - Marketing Management
University Business School
04.2001 -
Bachelors of Commerce - Commerce
Arya College
04.2001 -
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