Vice President, People Operations & Technology

DEV DAS

I am a seasoned operations & customer service leader who is comfortable with hands-on work
and leading global teams to drive operations, strategy and transformation in high growth
environments. 

I have deep experience in developing and driving extraordinary customer
experience & operations, resulting in increased revenue through customer engagement, loyalty
and retention. I take a roll-up-my-sleeves approach and have led high performing teams with
strong motivation and morale coming from clear mission, vision and a unifying sense of
purpose.

My experience includes: customer operations & service; employee operations (human resource operations); vendor, outsourcing operations & strategy and footprint optimization; enterprise-wide systems strategy & deployment; and business strategy.  Responsible for rapid growth in fast moving and highly competitive markets.  Built teams from scratch and scaled to 3,000+ employees and multiple outsourced partner operations globally.

Skills -

Business Transformation
Customer Experience
Customer Service
Customer Retention
Customer Loyalty
Customer Engagement
Contact Center (Call Center) Operations
Footprint (location) strategy & optimization
Large scale operations management
Operations Transformation
Sales force optimization
Sales Operations
Strategy & Management Consulting
Vendor management
Workforce planning
Training
Hiring and Recruiting
Strategy consulting
Technology consulting

Built the People Operations, Technology, Risk & Compliance functions in HR. Scale the team for hyper-growth, while driving efficiency and exceptional user experience.

Founded and led the global team responsible for Google’s strategy, governance and operations for vendor management.  Responsible for developing international footprint strategy, and, managing 25+ sites, housing 50,000+ vendor workers worldwide.

Led Google's global HR vendor network providing services and operations to Google's employees and candidates globally

Led Google’s HR shared services operations, across all markets, worldwide.  Provide extraordinary service to Googlers throughout the employee lifecycle.  Manage a $1B+ budget, and oversee global IT systems

Senior Director Operations

Led an organization of 500+ across 25 countries, to develop the strategy to serve Amex's ultra-premium card members and partners, and, to provide enabling functions (including recruiting, training, workforce management, process improvement) to a network of 15,000+ frontline agents globally.

Vice President, Global Head of Network Enablement & Transformation

Senior Amex executive in Malaysia responsible for leading the Global Servicing Center in Kuala Lumpur, and for heading the Amex Malaysia legal entity.  Responsible for 1,500+ employees servicing over 15 markets.

Regional Vice President & GM, Customer Service & Operations, Asia

Responsible for customer service & operations across Amex's customer base in Hong Kong, Singapore, Taiwan, Thailand and India.  Member of the regional executive leadership team.

Vice President, Customer Service & Operations, Greater China & SE Asia

Served as interim leader of the UK-based office of Amex's internal consulting group.

Vice President, Strategic Planning Group

Leadership team member of Amex's internal consulting group (SPG).  SPG reports directly into the Chairman and CEO, and works across all of Amex's business units (globally) to drive key strategic initiatives.  Was responsible for leading numerous strategy & implementation projects across all of Amex's business units, in various countries in US, Europe and Asia Pacific.