AAISHA SACHDEV
Gurugram
Summary
Accomplished operations executive with over 18 years of experience driving enterprise-scale transformation across global markets. Currently overseeing operations for more than 8,000 employees with full P&L accountability, consistently delivering measurable enhancements in customer experience, operational efficiency, and margin optimization. Expertise in leveraging AI, analytics, and automation to revolutionize traditional delivery models into outcome-driven operating engines. A strategic partner to C-suite stakeholders, adept at translating complex business challenges into executable roadmaps that align operational excellence with long-term enterprise objectives while fostering resilient, future-ready organizations through talent development, process innovation, and technology enablement.
Overview
18
18
years of professional experience
Work History
Director, Global Delivery Operations
CONCENTRIX (formerly IBM Global Process Services)
03.2025 - Current
- Enterprise accountability for multi-geography operations serving Fortune 500 clients in e-commerce sectors.
- Spearheaded end-to-end delivery operations for 8,000+ employees across multiple geographies with full ownership of US$ 90 M P&L
- Championed directly with C-level executives to drive strategic alignment and deliver outcome-based solutions
- Designed scalable operating models integrating customer experience excellence, cost optimization, and regulatory compliance
- Championed customer satisfaction through journey redesign, complaints governance, and actionable VoC insights
- Transformed high-performance leadership pipelines and cultivate future-ready organizational capabilities
- Select Achievements:
- Secured and launched 12 news lines of business adding US$ 30 M in revenue, delivering a CAGR of over 11%
- Reduced ramp to proficiency times of new hires by 25% delivering $.5M in savings
- Doubled headcount from 4,000 to 8,000+ employees across 8 geographies while improving quality standards
- Won global partner of the year twice
Associate Director, Operations
CONCENTRIX (formerly IBM Global Process Services)
01.2023 - 01.2025
- Led operations for 3000 employees across 3 sites, driving performance excellence and client satisfaction
- Accelerated process transformation initiatives resulting in 10% improvement in operational efficiency
- Orchestrated strategic workforce planning frameworks supporting business growth and scalability
- Strengthened governance and compliance frameworks; mentored management teams creating succession pipelines
- Pioneered implementation of AI tools, reducing cost per transaction by 10%
- Awarded entrepreneur of the year across CNX APAC
Senior Service Delivery Manager
CONCENTRIX (formerly IBM Global Process Services)
01.2021 - 01.2023
- Managed day-to-day operations for 1500 employees, ensuring SLA compliance and quality standards
- Implemented quality assurance frameworks and performance management systems using Lean Six Sigma
- Built and coached high-performing team leaders; collaborated cross-functionally to enhance customer experience
- Achieved 5% reduction in AHT while improving CSAT by 10 points
- Recognized as top-performing manager for 6 consecutive quarters
Senior Manager
CONCENTRIX (formerly IBM Global Process Services)
01.2020 - 01.2021
- Supervised teams of 1000 frontline employees, ensuring daily performance targets and quality metrics
- Conducted performance coaching, training, and development; monitored real-time operations for service level adherence
- Demonstrated consistent high performance resulting in rapid advancement to Senior Service Delivery Manager
- Improved team performance from X% to Y% within first year; selected for accelerated leadership program
Manager Operations
CONCENTRIX (formerly IBM Global Process Services)
01.2018 - 01.2020
- Lead UK geography across email, chat and voice lines of business
- Won 24 Customer Obsession awards, maximum for any line of business
- Lead launch and implementation of real time translation tool for the customer
Assistant Manager, Operations
CONCENTRIX (formerly IBM Global Process Services)
01.2010 - 01.2018
- Monitored real-time operations and implemented corrective actions to meet service levels
- Supported senior management in strategic initiatives and process improvement projects
- Demonstrated consistent performance resulting in rapid advancement to Operations Manager
Credentials Analyst, Knowledge & Research Centre
KPMG GLOBAL SERVICES
07.2009 - 04.2010
- Delivered credentials research supporting global proposal teams across 18 industry verticals (Financial Services, Private Equity, Infrastructure)
- Managed global credentials database ensuring accuracy and strategic accessibility for business development
- Collaborated with cross-functional teams across APAC, EMEA, and Americas regions
Lead Credit Analyst
AMERICAN EXPRESS
08.2007 - 07.2009
- Led high-performing credit analysis teams, driving operational excellence and regulatory compliance
- Implemented performance coaching frameworks enhancing productivity and employee satisfaction
- Established quality assurance protocols ensuring risk mitigation and policy adherence
- Developed accelerated onboarding programs reducing time-to-productivity for new hires
Education
Bachelor of Arts (Honours) - Psychology
Amity University
Delhi, India01.2007
Skills
- Strategic & Financial: Enterprise Strategy & Vision
- P&L Management
- Cost Optimization
- Margin Enhancement
- Operational Excellence: Global Operations Management
- Lean Six Sigma
- SLA Governance
- Risk & Compliance
- Technology & Innovation: AI & Automation Strategy
- Analytics-Led Transformation
- Digital Innovation
- Customer & Stakeholder: Voice of Customer (VoC)
- CX Design
- C-Suite Engagement
- Client Management
- Leadership & Talent: Organizational Design
- Leadership Development
- Workforce Planning
- Culture Transformation
Websites
Languages
English (Native)
Hindi (Native)
Timeline
Director, Global Delivery Operations
CONCENTRIX (formerly IBM Global Process Services)
03.2025 - Current
Associate Director, Operations
CONCENTRIX (formerly IBM Global Process Services)
01.2023 - 01.2025
Senior Service Delivery Manager
CONCENTRIX (formerly IBM Global Process Services)
01.2021 - 01.2023
Senior Manager
CONCENTRIX (formerly IBM Global Process Services)
01.2020 - 01.2021
Manager Operations
CONCENTRIX (formerly IBM Global Process Services)
01.2018 - 01.2020
Assistant Manager, Operations
CONCENTRIX (formerly IBM Global Process Services)
01.2010 - 01.2018
Credentials Analyst, Knowledge & Research Centre
KPMG GLOBAL SERVICES
07.2009 - 04.2010
Lead Credit Analyst
AMERICAN EXPRESS
08.2007 - 07.2009
Bachelor of Arts (Honours) - Psychology
Amity University
Core Competencies
Enterprise Strategy & Vision, P&L Management, Cost Optimization, Margin Enhancement, Global Operations Management, Lean Six Sigma, SLA Governance, Risk & Compliance, AI & Automation Strategy, Analytics-Led Transformation, Digital Innovation, Voice of Customer (VoC), CX Design, C-Suite Engagement, Client Management, Organizational Design, Leadership Development, Workforce Planning, Culture Transformation
Education And Professional Development
- Bachelor of Arts (Honours), Psychology, Amity University, Delhi, 2004-01-01, 2007-01-01
- Power Affluent Leadership Training, Selected as Top 1% Women Leader
- Women Leadership Program, Narsee Monjee Institute of Management Studies (NMIMS)
Location
Gurugram, Haryana, India
Open To Global Opportunities
True
Personal Information
Title: Enterprise Transformation Leader