Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Vishal Gurung

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

INSTITUTE OF HOTEL MANAGEMENT, Gwalior - India
05.2002 - 05.2005

Skills

Operations management

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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
Vishal GurungService Delivery Leader - Global Accounts