Vishal Gurung
Service Delivery Leader - Global Accounts
Summary
Dynamic and results-oriented Global Service Delivery Leader with a strong track record of managing global operations across Voice, Chat, Email, and Back-office functions for Fortune 500 clients. Brings deep expertise in end-to-end service delivery, P&L ownership, and strategic client relationship management, with a focus on driving operational excellence, efficiency, and customer satisfaction.
Conceptualized and implemented internal transaction distribution and disposition platforms in parallel to client ticketing systems, enabling automated work allocation to govern & reduce productivity leakages and led to a marked improvement in service level performance within a short timeframe. Recognized with 2 Innovator's Awards for delivering high-impact automation and transformation solutions.
Recognized in the Top 100 Great Managers – 2023 by People Business Consulting & The Economic Times for building and leading high-performing teams, strengthen client partnerships, streamline cross-functional workflows, and deliver measurable business outcomes aligned with organizational objectives.
Overview
20
20
years of professional experience
3
3
years of post-secondary education
1
1
Certificate
Work History
General Manager – Global Service Delivery
IGT Solutions Pvt. Ltd
03.2015 - Current
- Leading global operations across 6 international locations , managing a diverse workforce of over 1,000 FTEs across multiple lines of business.
- Full P&L and EBITDA ownership, driving operational alignment with client business goals and ensuring financial performance.
- Built and nurtured strategic partnerships with senior client stakeholders, actively influencing decisions on process optimization, automation, and tech-led transformation initiatives.
- Conceptualized and launched an internal automated work allocation platform layered over the client CRM, enabling smarter task distribution, reducing productivity leakages, and driving a substantial improvement in service level delivery.
- Spearheaded the re-structure of client's customer journey flows to minimize customer effort and enhance satisfaction; regularly engaged client leadership with outcome-driven presentations to ensure strategic alignment and stakeholder buy-in.
- Leveraged strong client relationships to successfully launch 2 new lines of business (200+ FTEs) remotely during the COVID-19 pandemic, demonstrating agility, strong governance, and remote leadership capabilities.
- Redesigned process flows and implemented systematic alert mechanisms to flag suspicious transactions for proactive review by the fraud prevention team, strengthening compliance and risk controls.
- Created a cross-department accountability model to broaden domain knowledge across teams, foster collaboration, and nurture a strong internal leadership pipeline for future organizational needs.
- Spearheaded the transition to a 100% Work-from-Home model during the crisis, maintaining service level commitments and workforce productivity.
- Consistently exceeded performance targets across key metrics including CSAT, DSAT, NPS, AHT, TAT, and cost efficiency through strong operational rigor and people management.
Sr. Manager Operations
Goibibo.com
01.2012 - 03.2015
- Awarded the “ Superstar ” award for conceptualizing and implementing the Instant Refund process, which significantly improved customer trust and retention; this initiative became the centerpiece of a major media campaign for Goibibo in 2013 .
- Designed the end-to-end customer journey and CRM process flows for Goibibo, building a scalable and efficient support framework that enhanced customer experience and operational agility.
- Played a critical role in the successful launch of all new product offerings on the Goibibo website and mobile app, ensuring operational readiness and seamless customer support integration.
- Managed key relationships with airline partners and ticketing aggregators, ensuring smooth resolution of escalations and improved turnaround times.
- Oversaw vendor management for the outsourced contact center providing 24x7 customer support operations.
- Implemented headcount optimization strategies by driving process efficiencies, improving productivity and cost effectiveness.
- Directed financial planning, budgeting, and control systems in alignment with business goals, ensuring robust fiscal management.
- Collaborated closely with the CEO for process-level budgeting and invoicing of outsourced vendor partners.
- Managed forecasting and workforce planning, aligning staffing with expected customer volumes and seasonal demand.
Program Manager
NIIT Technologies
07.2010 - 06.2011
- Leading travel process of more than 70 Billable FTE's with multiple LOBs
- Managing transitioning of new line of business
- Manage and increase effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions
- Play significant role in long-term planning, including initiative geared toward operational excellence
- Oversee overall financial management, planning, systems and controls
- Management of process budget in coordination with AVP
- Supervise and coach Team leaders
- Regular interaction with client regarding performance
Assistant Manager Operations
IBM Daksh
05.2005 - 07.2010
- Joined as process associate in 2005. Promoted to Quality Analyst in 2006 & later as AM operations in 2008
- Handling complete LOB comprising of 25 FTE's
- Billing and revenue management of LOB
- Manpower and deliverables management of LOB
- Control and Plan Quality of Service delivery
- Handling both Voice and Non – Voice LOBs
Education
Bachelor of Science - Hotel Management and Tourism
05.2002 - 05.2005
Skills
Operations management
Staff training and development
Organizational development
Leadership and team building
Vendor relationships
Accomplishments
- Top 100 Great Manager Award for 2023 by People Business Consulting & The Economic Times
- Awarded as Best Chef in 2005 at IHM Gwalior Represented IHM Gwalior in National Chef Competition
Certification
CERTIFIED PEOPLE LEADER PROGRAMME (CPLP)
Timeline
CERTIFIED PEOPLE LEADER PROGRAMME (CPLP)
12-2023
General Manager – Global Service Delivery - IGT Solutions Pvt. Ltd
03.2015 - Current
Sr. Manager Operations - Goibibo.com
01.2012 - 03.2015
Program Manager - NIIT Technologies
07.2010 - 06.2011
Assistant Manager Operations - IBM Daksh
05.2005 - 07.2010
INSTITUTE OF HOTEL MANAGEMENT - Bachelor of Science, Hotel Management and Tourism
05.2002 - 05.2005