Roshan Kumar

About Roshan Kumar

Driving Multi-Tower complex Contact Centre Business Transformation & Strategic Growth. As a seasoned transformation leader with 20+ years of experience, I specialize in large-scale business transformation, digital strategy, and AI-driven process excellence. I have successfully led cross-functional, high-impact transformation programs worth $100 M+, driving measurable cost optimization, revenue growth, and CX enhancement.My expertise spans: Enterprise-Wide Digital & AI-Driven Transformation – Leveraging AI, RPA, and process reengineering to optimize operations and customer journeys. Business Strategy & Execution – Aligning transformation initiatives with corporate vision, driving operational efficiencies, and ensuring stakeholder alignment. Customer-Centric Innovation – Enhancing Customer Experience (CX), automation, and service delivery models to boost retention and NPS. P&L & Operational Excellence – Driving cost savings, operational agility, and high-impact process improvements using Lean Six Sigma. Change Leadership & Cross-Functional Team Management – Building and mentoring global, multi-geo teams, ensuring seamless execution of transformation initiatives.Passionate about leveraging technology, data-driven insights, and agile methodologies to create high-value, future-ready businesses. Always open to exchanging ideas and exploring growth opportunities. Let’s connect!

Experience

1. Vice President of Digital Transformation

   TP

   Jun 2023 — Present · Gurugram, IN

   Led enterprise-wide customer experience uplift initiatives across multiple business domains, overseeing a portfolio of strategic programs exceeding $100M in impact. Championed the rollout of digital enablers such as automation bots, self-service platforms, advanced speech intelligence, and GenAI-powered support tools. Also drove behavioral and performance improvements through gamified learning systems and contact center simulations.

Skills

• Minitab
• Business Process
• Process Management
• Six Sigma
• Business Process Mapping
• Quality Management
• Program Management
• Metrics
• Operational Excellence
• Leadership
• Business Process Outsourcing (Bpo)
• Performance Management
• Black Belt Six Sigma Lean
• Banking
• Team Management
• Management Information Systems (Mis)
• Triz
• Lean Six Sigma Certified Black Belt with Proven Track Record of Successful Strea
• Outsourcing
• Value Stream Mapping
• Process Improvement
• Change Management
• Call Centers
• Service Delivery
• Process Engineering
• Management
• Black Belt
• Process Excellence
• Mis
• Employee Engagement
• Workforce Management
• Operations Management
• Offshoring
• Iso
• Business Process Improvement
• Tqm
• Vendor Management
• Lean Manufacturing
• Quality Assurance
• Bpo