Kevin James

About Kevin James

Hi, I’m Kevin James.I help global organizations simplify complex operations, drive transformation, and turn data into smarter decisions. Over the last 16+ years at Thomson Reuters, I’ve led large-scale Customer-to-Cash, Order Management, and Billing transformation programs across multi-region delivery models, bringing together process & operational excellence, AI-led automation, and strong governance to create real, measurable impact.From reducing defects by 40% to improving productivity by 25% and delivering in annual cost savings, my focus has always been simple: build efficient processes, empower teams, and deliver better customer outcomes. I specialize in transforming operations at scale, combining Lean thinking, AI-driven automation, and KPI-led governance to drive measurable performance improvements. Whether it’s leading global transitions, optimizing Customer-to-Cash lifecycles, or improving CX/NPS outcomes, I focus on turning strategy into execution that sticks. I believe transformation succeeds when people feel ownership.So I lead with collaboration, clarity, and data- Build strong stakeholder partnerships- Develop high-performing global teams- Embed governance that drives accountability- Use analytics and AI to guide decisionsThe result? Sustainable operational excellence, not just short-term wins. ’ - Led multi-country product and process transitions across Americas, EMEA & AEM delivery models- Managed global teams of 50+ members- Delivered AI-led process improvements across order management & billing operations, change & transformation- Improved utilization by 20% through strategic capacity planning- Improved customer satisfaction across corporate and legal segments I’m passionate about helping organizations scale smarter, through AI automation, analytics, and strong governance frameworks.If you’re building transformation initiatives, scaling global operations, or re-imagining operational processes including but not limited to Customer-to-Cash processes, I’d love to connect and exchange ideas.

Experience

1. Senior Manager - Process Excellence

   Thomson Reuters

   Apr 2024 — Present · Bengaluru, IN

   Spearheaded cross-segment C2C transformation projects resolving multiple friction points through 100+ solutions, improving billing satisfaction and embedding VoC-linked governance and root cause frameworks- Lead a global team driving service delivery, operational excellence, and program governance aligned to quality, timelines, and budget targets across Customer-to-Cash operations & Change & Transformation- Established multi-layer governance cadences (SteerCo, bi-weekly core reviews, executive briefings, NPS champion network) strengthening cross-functional collaboration and CX outcomes- Partnered with stakeholders to define requirements and manage delivery for SAP enhancement programs, ensuring structured governance and on-time execution- Championed AI, generative AI, and agentic automation to optimize workflows, enhance billing lifecycle efficiency, and enable data- driven decision making.

Education

• IBS Kolkata

  MBA, Marketing

  2007 — 2009

• St. Xavier's School, Ranchi

  10th

  1988 — 1999

• St. Xavier's College

  B.Com, Commerce

  2003 — 2006