Basant Gandhi

BASANT GANDHI Global Delivery | Operations Excellence | Digital Enablement | Transition & Governance Leader | Automation & Transformation Bengaluru, India PROFESSIONAL SUMMARY Seasoned global operations and delivery leader with 20+ years of experience across BPO/KPO/ITES, SaaS, EdTech, Market Research, and Supply Chain. Expert in global delivery management, multi-country transitions, customer governance, operational excellence, and building scalable delivery models. Experienced in digital enablement, workflow automation, data quality governance, and leveraging Agentic AI frameworks to enable autonomous workflow orchestration and decision-support models. Skilled in Data Quality Factory setup and management, ensuring scalable validation, monitoring, and governance across global processes. CORE STRENGTHS Operations & Delivery Leadership • • • • • • • • • • • • • • Agentic AI Workflow Orchestration Data Quality Factory Setup & Governance AI-driven Automation & Cognitive Process Enablement Global Delivery Management (104+ countries) SLA/OLA Governance | Customer & Stakeholder Management Multi-location Team Leadership | Capacity Planning | Workforce Optimization Transformation & Digital Enablement Workflow Automation | Process Re-engineering Platform Migrations | Enterprise MDM (Vendor, Customer, Material, PIM) Data Quality Controls & Governance | Continuous Improvement Business Leadership Cross-sell/Upsell | Client Relationship Management P&L Ownership | Budget Management | Transition Excellence Program/Project Management | Lean, Six Sigma, Agile KEY ACHIEVEMENTS • • • Delivered $11.5M in savings through Lean and Six Sigma initiatives. Implemented Agentic AI–assisted workflow triggers improving resolution speed and reducing manual touch points by 25%. Designed and managed a Data Quality Factory model enabling automated validations, anomaly detection, and root-cause tracking across global MDM workflows. • • • • • Optimized transition methodologies, saving $2.5M. Improved CSAT from 87% → 97% and maintained ESAT >90% across multiple years. Managed global operations across 104 countries, spanning MDM, Helpdesk, and delivery governance. Achieved 95%+ retention for key talent through coaching and development programs. Received 5 Global Awards in 24 months, including Best Project Management, Best Global Transition, and Best Digitalization. PROFESSIONAL EXPERIENCE Assistant Vice President – Operations | GENPACT | Oct’22 – Present • • • • • • • • Driving Agentic AI–based automation initiatives enabling self-learning workflows, reducing effort hours and enhancing decision accuracy. Established a Data Quality Factory with structured validation layers, scoring models, exception workflows, and audit governance. Lead Global Master Data Management (MDM) across Vendor, Customer, Material, PIM, and Regulatory workflows. Driving process modernization, workflow optimization, and automation adoption. Overseeing Global Helpdesk Operations across EU, US, NA, China & LATAM with improved SLA performance. Leading high-impact global transitions, ensuring stable delivery across large enterprise accounts. Accountable for P&L, budget control, governance mechanisms, and delivery KPIs. Improved customer satisfaction and internal experience metrics (CSAT, ESS, NPS). Director of Operations | EXXAT Systems Pvt. Ltd. | Feb’19 – Jun’22 • • • • • Managed SaaS delivery operations for 1000+ US university clients. Led end-to-end platform migration for 1000+ clients with improved adoption and stability. Scaled operations from 100 → 300 FTEs with robust governance and delivery frameworks. Improved ESAT from 75% → 88% through structured development and engagement programs. Oversaw product implementation, academic lifecycle administration, client success, and 24x7 support. Executive Director – Sales & Marketing | Shree Balaji Group | Jun’18 – Jan’19 • • • Introduced digital customer management processes, reducing manual load by 30%. Developed segment-specific sales strategies (Corporate, Institutional, NRI, Retail). Improved lead-to-conversion ratio from 1% → 3.5% using structured governance. Director of Operations | Office Beacon LLC | Nov’16 – Jun’18 • • • Implemented process excellence frameworks, reducing rework by 80%. Strengthened governance, delivery quality, and analytics capabilities. Drove revenue and headcount growth across major US accounts. Head of Operations | Paul Mason Consulting | Sep’13 – Nov’16 • • • Led operations for 300+ UK clients with 10% YoY growth. Managed delivery for Spain, Portugal, Italy in the Market Research domain. Implemented skill development, issue-tracking workflows, and performance governance. Country Manager | Tata Consultancy Services | Oct’07 – Sep’13 • • • Built a GCC/GIC model supporting 30+ countries for a major global client. Executed multi-country transitions, including Budapest → India migration adding $200K YoY. Delivered analytics, research operations, and process excellence. Earlier Roles • • Nielsen – Operations Lead -) Dainik Bhaskar Newspaper – Area Supervisor -) TECHNICAL SKILLS • • • AI & Digital Enablement: Exposure to Agentic AI frameworks (task decomposition, autonomous workflow orchestration, decision agents Experience implementing AI-assisted operational triggers and quality-control bots Data Management: o o • • • • Data Quality Factory Management (validation layers, golden-record governance, automated QC pipelines, scorecards) Data Management: Familiarity with Data Quality Factory concepts including data validation layers, governance controls, and automated quality checks. ERP/CRM/Workflow Tools: SAP (ECC, S4 HANA), Pega, ServiceNow, Salesforce, Zoho Analytics & Reporting: Power BI, MS Office Suite Delivery & Product Tools: JIRA, Visual Studio Methodologies: Lean, Six Sigma, Agile, SCRUM, SDLC EDUCATION MBA – Symbiosis Institute of Business Management, Pune (2005) B.Com – University of Rajasthan, Jaipur (1996)