Malay Kant Ghorai
Senior Director - Global Operational Excellence Automation & Ai Metrics & Insights @Mercer
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WORK HISTORY
Senior Director - Global Operational Excellence Automation & Ai Metrics & Insights @Mercer
Gurugram, IN
Lead the Global Operational Excellence practice at Mercer, driving enterprise-wide transformation through process excellence and analytics-powered executive decisions• Build and manage a consulting portfolio to accelerate transformation and efficiency, leveraging Rapid Improvement Events and deploying Lean and Six Sigma methodologies across regions• Build and sustain a culture of continuous improvement and ideation, with a strategic focus on eliminating low-value activities (ELVA) and developing organizational capability• Partner with senior business leaders to deliver financial objectives through process optimization, automation, and AI-powered solutions• Impact large, cross-functional teams across Wealth, Health, and Career domains by implementing targeted process improvement levers• Anchor the global metrics team in measuring and reporting SLAs, business health, capacity planning, and actionable insights for executive decision-making• Oversee customer experience group reporting, workforce management, and end-to-end customer satisfaction processes to enhance service delivery• Enable robust reporting and strategic planning to drive sustained business outcomes and support long-term organizational growth
EDUCATION
Institute of Hotel Management Catering Technology & Applied Nutrition, Kolkata
Hotel Management, Customer Service Management
Symbiosis Institute of Management Studies
PGDIBA, Operations
Annamalai University
BBA, Operations
Kendriya Vidyalaya
Senior Secondary School Certificate, Mathematics and Computer Science
ABOUT MALAY KANT GHORAI
With over two decades of transformative experience across diverse domains, I’ve progressed from working on process excellence at the grassroots level to architecting solutions at the executive level.My career exemplifies hard work, transforming setbacks into opportunities for growth and self-improvement, resilience, and the ability to challenge the status quo.I lead comprehensive customer experience (CX) strategies, delivering assessment solutions across the skills ecosystem in partnership with the Ministry of Education, NSDC, NCVeT, and Sector Skill Councils. I’ve established customer-centric frameworks for client and candidate support, ensuring consistent, predictable experiences for our diverse clientele, spanning premier educational institutions and various sectors in the skilling space. My leadership in digital transformation has streamlined operations, enhanced efficiency, and delivered substantial cost optimization.My expertise includes: Strategic Customer Experience Design & Implementation | Global Service Delivery Excellence | P&L Management & Business Growth | Digital Transformation & Process Innovation | Six Sigma & Operational Excellence | Project Management & TransitionThroughout my career with industry leaders such as Wipro, Alight Solutions, Aon Hewitt, IBM, WNS, and iGATE, I’ve consistently earned recognition for driving exceptional business outcomes and implementing innovative solutions that create measurable impact in the HRO space, Benefits Administration, Telecom, Travel and Leisure, and Mortgage for US clientele and global giants. Each role has added a unique dimension to my professional journey, enabling me to build vision, execution strategies, and tackle complex business challenges with a holistic perspective.I am driven by the mission to architect customer-centric solutions that deliver tangible value to stakeholders while fostering a culture of continuous innovation. My commitment to embracing emerging technologies and industry best practices, combined with my ability to lead diverse, high-performing teams, enables me to drive sustainable growth and operational excellence in the dynamic landscape of customer service and operations.
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