Ajay Kakkar

About Ajay Kakkar

26+ years of experience with expertise in operations, service delivery across various client segments, domains and geographies for both captive and service providers with focus on customer delight, operational excellence, performance and competency-based management, people learning and development while imbibing AI and RPA into the process fold.Adept in managing the entire OTC process across both B2B and B2C segments, always maintaining an analytical, deliberative and strategic approach balancing people and processes to maximize and achieve results.A successful track record in maintaining high leadership audit scores, managing complex accounts and processes while evaluating high quality and innovative iterations for process efficacy.

Experience

1. Vice President Operations

   Genpact

   Jan 2022 — Present · Gurugram, IN

   Global operating leader for a number of accounts for media and services • Process transition, stabilization, improvement and driving efficiency• Managing teams across multiple sites and geographies

Education

• Symbiosis Center for Distant Learning

  Business Administration, Human Resources Management/Personnel Administration, General

  2004 — 2006

• IHM Hyderabad

  Hospitality Management, Hospitality Administration/Management

  1996 — 1999

Skills

• Vendor Management
• Customer Management
• Operations Management
• Certified Green Belt
• Order to Cash
• Business Process Improvement
• People Management
• Process Excellence
• Leadership
• Employee Engagement
• Recruiting
• B2b
• Outsourcing
• Strategy
• Transition Management
• Business Process
• Offshoring
• Process Improvement
• Talent Acquisition
• Contact Centers
• Six Sigma
• Recruitments
• Shared Services
• Management
• Team Leadership
• Bpo
• Team Management
• Collections
• Dialer Management
• Call Centers
• Service Delivery
• Cross-Functional Team Leadership
• B2c
• Business Process Outsourcing (Bpo)
• Performance Management