Hanum Merchant

About Hanum Merchant

Program Leadership Architect | Scaling BPO Operations & TransitionsProven senior leadership operator transforming BPO organizations through strategic program management, end-to-end transitions, and innovative solutions design. With 20+ years orchestrating complex operations across BFSI, EdTech, Telecom, and Media—I\'ve delivered sustainable competitive advantages for Fortune 500 organizations.What I Do:I lead enterprise-scale program transformations, architecting solution frameworks that eliminate silos, accelerate time-to-value, and unlock operational margin expansion. From designing best-practice operating models to executing flawless 24/7 transitions across multiple geographies, I merge strategic vision with execution rigor.Track Record:Architected and delivered 300+ successful program transitions with 99.5% SLA attainmentEngineered operating models that delivered $40M+ in revenue and $1M in combined margin improvement across clientsScaled teams from startup operations to FTEs globallyGlobal Leadership Award Winner (2024)| India Leadership Phenomenal Leader (2023)| Best Operations Leader (2015, 2019, 2020)Core Expertise:Program Management & Delivery | Transition Architecture | BPO Operations Strategy | Solution Design | Risk & SLA Management | Team Scaling | Financial Acumen (Margin Expansion, Revenue Optimization, Cost Reduction)| Stakeholder Alignment | Change LeadershipWhat Drives Me:I\'m committed to creating digital-first, AI-enabled solutions that future-proof BPO operations while empowering teams and delighting clients. I\'m passionate about mentoring emerging leaders and building inclusive, high-performance cultures.Let\'s Connect:If you\'re looking to scale program excellence, architect transformational change, or lead your next BPO evolution, I\'d welcome a conversation about how strategic program leadership can drive your organization forward.

Experience

1. AVP - Transition and Pmo - Europe Ed Tech and Communications Media

   Firstsource

   Jul 2024 — Present · Mumbai, IN

   Led end-to-end 300+ transitions, achieving 99%+ SLA attainment and zero critical incidents across 24/7 operations• Engineered operating model for multiple program transition, reducing onboarding time by 40% and accelerating time-to-revenue by 6 weeks• Managed risk across 5-7 concurrent programs at a time, implementing proactive risk mitigation strategies that prevented client escalations and attained budgeted revenue targets• Directed team scaling from 15 FTEs to 1500 FTEs across 3 locations while maintaining quality and reducing annualized attrition by 15%• Optimized program financials, delivering $0.6M amount in margin improvement through process automation and workforce optimization• Implemented transition governance framework adopted as best practice across all Business Units in the organization

Education

• Rabindranath Tagore University - An AISECT Group of University

  Master of Business Administration - MBA, Marketing & Finance

  2018 — 2020

• University of Mumbai

  Bachelor of Commerce - BCom

  2012

Skills

• Program Management
• Management
• Performance Management
• Crm
• Analysis
• Strategy
• Bpo
• Leadership
• Vendor Management
• Coaching
• Team Management
• Call Centers
• Customer Service
• Customer Satisfaction
• Training