Vishal Sharma

About Vishal Sharma

As the Head of Operations at Home Credit India, I lead transformative business initiatives that combine operational excellence with cutting-edge digital innovation within the NBFC sector. With 24+ years in driving large-scale contact center and back-office operations, my expertise spans customer service, process digitization, strategic planning, and P&L accountability across multifaceted industries including telecom, tech support, and financial services.I have successfully steered high-impact digital projects—launching IVR, ChatBot, WhatsApp Chat, and email support channels—that fundamentally enhanced customer engagement and operational agility. My approach marries data-driven decision-making with human-centric leadership, overseeing 550+ professionals and delivering substantial gains in revenue, cost optimization, and customer satisfaction metrics like CSAT and NPS.Recognized with prestigious awards such as the Global Leadership Award by the Group CFO (2021), Process Owner Award (2007), and Outsourced Vendor Manager of the Year (2018), I have a proven record of elevating business performance through strategic process re-engineering, Six Sigma methodologies, and workforce optimization.Holding a Post Graduate Diploma in Business Management (Operations) and rich experience managing multi-million dollar budgets, I excel at aligning operational strategy with corporate objectives. My track record includes transforming cost centers into revenue engines, pioneering key vendor partnerships, and fostering agile teams committed to breakthrough results.I am passionate about integrating automation and quality assurance frameworks to ensure scalable, compliant, and customer-centric operations. Driven by a vision of operational innovation and sustainable growth, I continuously seek to leverage technology and talent to unlock new business potential in an evolving market landscape.

Experience

1. Head of Operations

   Home Credit India

   Apr 2023 — Present · Gurugram, IN

   Driving comprehensive operational leadership for contact center, digital services, partner support, complaints, payments, and process improvement across multiple geographies. Accountable for P&L impact, productivity, and business growth through digitization and strategic execution of customer service excellence.Led automation and digitization initiatives incorporating IVR, ChatBot, WhatsApp Chat, and email support to enhance customer onboarding and engagement.Directed a 550-member team, including workforce management, reporting, training, quality assurance, driving SLA adherence and operational excellence.Established automated systems and processes to eliminate non-value-added activities, elevating productivity and accuracy in operations.Guided real-time support to sales teams across channels, improving risk management and customer journey completion rates.Delivered business decision support by tracking critical KPIs such as CSAT, NPS, AHT, SLA, and TAT through robust MIS reporting and data analysis.Facilitated performance reviews and quality assurance programs aligned with strategic goals, succession planning, and talent retention.Operations Leadership, Digital Transformation, P&L Management, Contact Center Operations, Process Improvement, Team Building, Customer Experience, Workflow Optimization, Performance Management

Education

• IHMCTAN Mumbai

  Bachelor in Hotel Management, Hotel/Motel Administration/Management

  1996 — 1999

• Welingkar Institute of Management

  Post Graduate Diploma in Business Management, Operations

  2012 — 2014

Skills

• Performance Management
• Crm
• Mis
• Employee Engagement
• Operations Management
• Telecommunications
• Customer Relationship Management (Crm)
• Team Management
• Service Delivery
• Business Analysis
• Vendor Management
• Hotels
• Business Process Outsourcing (Bpo)
• Management
• Bpo
• Management Consulting
• Transition Management
• Outsourcing
• Call Centers
• Leadership