Pinak Deb

About Pinak Deb

As a BPO Operations and Service Delivery Leader with over 21 years of experience, I have consistently delivered transformational results across industries such as technology, customer success, waste management, and ride-hailing. My career is built on driving operational excellence, optimizing service delivery frameworks, and scaling global operations to meet and exceed business objectives. Throughout my professional journey, I’ve led large-scale operations with teams of up to 750 professionals, managed P&L portfolios exceeding $15 million, and established strategic relationships with Fortune 500 clients, including Microsoft. My expertise lies in turning underperforming operations into centers of excellence, implementing digital transformation initiatives, and driving consistent service delivery improvements. Some of my key accomplishments include: Scaling Operations: Expanded strategic accounts from 2 to 15 for a global client, driving revenue growth and increasing operational efficiency. Service Delivery Excellence: Achieved a 40% improvement in operational efficiency and reduced critical incidents by 46% through robust frameworks and AI-driven solutions. P&L Management: Managed multimillion-dollar budgets while optimizing resource allocation, ensuring profitability, and enhancing overall efficiency. Leadership Impact: Fostered high-performing cultures across global teams, improving service quality by 80% and resource utilization by 30%. Core Expertise - Service Delivery Management & SLA Compliance - Strategic Program Management & Operational Excellence - Digital Transformation & Process Optimization - P&L Management and Budget Oversight - Client Relationship Management & Strategic Account Growth - Cross-Functional Team Leadership & Change Management I am passionate about leveraging my strategic vision, operational expertise, and leadership acumen to drive sustainable growth and excellence. Whether it’s transforming processes, scaling operations, or implementing innovative solutions, I thrive in environments where I can make a measurable impact. Let’s connect to discuss how my expertise can contribute to your organization’s success. Email: p••••••••@gmail.com Phone:+91••••••••46

Experience

1. Senior Operations Project Manager

   Allyis

   May 2023 — Present · IN

   Driving operational excellence and strategic alignment for Microsoft’s Customer Support Services, overseeing global delivery frameworks and fostering client satisfaction across multiple geographies- Transformed a struggling project by implementing a comprehensive service delivery framework, enhancing client satisfaction and achieving operational turnaround- Established governance mechanisms and escalation protocols, reducing critical incidents and ensuring proactive issue resolution- Led AI tool integration to automate workflows, improve service quality, and enhance operational efficiency- Cultivated strong relationships with senior stakeholders to ensure seamless service integration and - alignment with organizational goals- Delivered consistent performance on key metrics, ensuring accountability and exceeding service - benchmarks- Redesigned quality audit frameworks to align with critical parameters, elevating service standards and streamlining processes- Optimized resource allocation and operational processes to enhance efficiency and achieve business profitability- Directed global teams to deliver superior support services with a focus on quality and operational excellence.

Education

• Chandra Mohan Jha University

  Bachelor of Science (B.Sc.)