Rayomand Shaw

About Rayomand Shaw

A Dynamic professional, I have 24 years of overall experience in various domains like Hi-Tech, Communication/Telecom, Oil & Gas, Utilities, Construction, Tech, and Service Desk support. I\'m adept at Operational skill building, behavioral, cultural, organizational change and development. I have been leading large teams of 1900+ with multiple accounts and lines of business which have made me proficient in building start-up operations, effective People and Relationship management and building Customer-focused business processes.Key strengths: Service Delivery, Client management, Business Transformation, Design and Digital led enterprise transformation/automation for an efficient process, Artificial Intelligence (AI), Driving cost reductions, Customer experience/NPS score.Specialties• Ability to handle large complex customer relationships.• Experience in managing decision-makers of large organizations• Overall exposure to strategic and operational Business Development• Delivery led growth, P&L management / Cost Reduction / Productivity enhancement.• Involved in Solution design with practice teams, pricing, MSA / SOW discussions and negotiations.• Complete exposure to strategic and tactical operations including managing, developing and motivating large teams and leaders.• Excellent interpersonal skills – Ability to work seamlessly across functions• Improving process efficiency and process re-engineering

Experience

1. Senior Services Head

   Infosys BPM

   Jul 2024 — Present · Bengaluru, IN

   As the Global Delivery & Engagement Lead for a Fortune client with a market cap of over $3 Trillion USD, I am privileged to spearhead the Quote to Cash cycle across multiple geographies and languages. This pivotal role involves orchestrating seamless collaboration between diverse teams to ensure flawless execution of processes that directly impact revenue realization in millions.The Quote to Cash cycle is the backbone of financial performance. From accurate quoting and efficient order management to timely invoicing and collections, every stage contributes to business growth, client satisfaction, and operational excellence. Managing this complexity on a global scale requires deep process expertise, agility, and a relentless focus on metrics.Along with driving operational excellence, driving innovation, enhancing compliance, and leveraging analytics to optimize this process is critical and the impact is profound: improved cash flow, reduced cycle times, and strengthened client relationship.

Education

• St. Joseph's High School

  Secondary School Certificate (SSC), Communication, General

  1983 — 1993

• University of Mumbai

  Bachelor of Commerce (B.Com.), Account and Management

  1993 — 1998

• St. Joseph's High School

  High School Diploma, Communication, General

Skills

• Business Process
• Team Leadership
• Human Resources
• Service Level Agreements
• Leadership
• Quality Assurance
• Bpo
• Leadership Development
• Change Management
• Process Improvement
• Employee Engagement
• Call Centers
• Performance Management
• Crm
• Service-Level Agreements (Sla)
• Customer Relationship Management (Crm)
• Management
• Operations Management
• Customer Experience
• Contract Negotiation
• Start-Ups
• Contact Centers
• Business Process Improvement
• Outsourcing
• Strategy
• Customer Service
• Team Management
• Customer Satisfaction
• Training
• Telecommunications
• Cross-Functional Team Leadership
• Business Process Outsourcing (Bpo)
• Recruiting
• Technical Recruiting
• Strategic Planning
• Lead Generation
• Vendor Management
• Service Delivery