Our Practitioners

Dinesh Narayanan

Founder & CEO

Dinesh Narayanan

Founder & CEO

Dinesh has over 37 years of rich experience with leading organizations in India and abroad, across Telecom, Outsourcing, Hospitality spanning Customer Service, Operations, Sales & Human Resources. He has served in senior leadership roles including as Business Head with leading organizations in the Tata group, Firstsource, Intelenet Global (Teleperformance) and Mphasis. He has built large businesses from scratch and helped organizations scale up, with teams in excess of 12,000. Dinesh has been closely associated with global telecom organizations including Etisalat, Vodafone, Axiata, Airtel as an Outsourcing Leader and has helped these organizations realize substantial outsourcing gains through – cost arbitrage, scale & flexi benefits, enhanced Customer Experience.

Kamlesh Sinha

Practice Head – Business Redesign & Transformation

Kamlesh Sinha

Practice Head – Business Redesign & Transformation

Kamlesh brings in over 27 years of Transformation & Turnaround experience helping organizations achieve business objectives through Design & Implementation of Complex Transformational and Cost Optimization Programs. His experience cuts across Manufacturing, Process, Services, and ITES sectors. He has held leadership positions with Xerox, EXL, Sutherland, Patni Computers and Bharti Airtel. His competency areas include Human Centred Design approaches, Critical & Systems Thinking, Statistical & Mathematical Modelling, Lean & Six Sigma, Change Management.

Rajeev Panikath

Practice Head - Banking & Financial Services

Rajeev Panikath

Practice Head - Banking & Financial Services

A seasoned banking professional with 37 years of experience and select few who understand the power of technology in various areas of banking operations. Have been part of the leadership team in driving the Digitalization led Business Transformation and Customer Experience journey right from the start in the Indian Banking industry. Successfully impacted key business outcomes like optimized cost structures, efficiencies, robust governance & controls while managing critical business risks leveraging Technology. Deep experience in executing transformation in culturally diverse environments in steady state banking business as well as in banking start-ups with equal ease. Worked with leading organizations in Senior Leadership roles, such as SBM Bank (India) Limited – COO/CIO Head Technology & Operations, Suryoday Small Finance Bank Limited CIO Head Technology & Operations, Wipro Limited – General Manager Integrated Delivery Service, Axis Bank – CTO, Head Shared Services ( Operations )

Mohan SM

Practice Head - Business Process Management- International

Mohan SM

Practice Head - Business Process Management- International

Mohan brings over 38 years of experience nurtured in the manufacturing and services industries including steel, general manufacturing and BPO operations of 21+years, involving Operations, Workforce Management, Strategy, etc. This valuable experience can be attributed to his ability to take on challenges and deliver successfully, he is extremely organized and meticulous in my planning and execution. He sets high standards for himself and motivate his team to do the same, He is passionate about what he does and handles pressure very kindly. Backed by high level of integrity, he maintains utmost allegiance towards the organization he works with. He prides himself on his perseverance and resilience which have helped him successfully champion change, since he believes that change is the only thing that is constant. Worked with leading Organizations in Senior Leadership roles, such as COO-CCI Kenya, Managing Director & SDO Lead-Accenture, SVP & Country Head-Firstsource Solutions. He was also engaged in various roles in Africa for about 8+years that culminated as Customer Service Head for BMTL-Tanzania. He holds a Bachelor’s degree in Engineering from Bangalore University.

Anindita Lakhani

Practice Head - Capability Building & Learning Solutions

Anindita Lakhani

Practice Head - Capability Building & Learning Solutions

Anindita has over 27 years of experience in the Service space across Customer Service, Learning & Development and Project Management. Anindita has led large scale operations as Call centre, Back-end Service, Retention & Relation in Telecom, focusing on Customer Retention and continuous revenue growth. Anindita is passionate about capability building across levels and her interventions for development of learning solutions are based on thorough assessment of challenges & diagnostics. She is a certified Content Designer and Facilitator. She has formulated and implemented variety of training programs for multiple purposes across 14+ industries. Anindita has a proven track record at improving job performance. Her success in organizing programs on Service Orientation, Leadership Training and Personal effectiveness has earned her lot of accolades.

Sainath Scindia

Practice Head - Business Process Management India

Sainath Scindia

Practice Head - Business Process Management India

Sainath has over 26 years of experience across Hospitality, Telecom, Insurance, e-commerce, consulting in Customer Service, Quality & Process Improvement, Outsourcing and has worked with leading organizations such as Jet Airways, Accenture, Mphasis, Aditya Birla Group. He has extensive experience across industries – Telecom, BFSI, Enabling functions. (ITES, BPO, Tech Start- up). Over the years, Sainath’s work has spanned the range of transformations ~ including growth- and portfolio- strategy transformation to create value, comprehensive operations programs to deliver improvements. He has a Personal interest in Customer Relationship Management/Retention & successfully strategized and leading several multilayer processes. Sainath holds a graduate degree in Arts, with certification in PCMM, ITIL V3 and Project management.

HARSHA MURTHY

Practice Head- Customer Experience & Service Quality

HARSHA MURTHY

Practice Head- Customer Experience & Service Quality

Harsha has over 24 years of experience across Telecom, Insurance, e-commerce, edtech, Mgmt. Consulting in Customer Service & Retention, Collections, Quality & Process Improvement, Outsourcing and has worked with leading organizations such as Amazon, Vodafone, Airtel, The World Bank, Byjus. His forte lies in weaving insights from Voice of Customer (VOC), Touchpoint Analytics, Customer Journey diagnostics to boost Customer Experience & NPS. He is a Regd. COPC Coordinator and a Certified Thomas Profiling practitioner, besides having hands-on exposure to several Quality management methodologies. He has led large teams in Customer Service, Collections, Churn & Retention, Audit. Harsha has represented Vodafone India on Customer Experience improvement projects in various National forums, which have received awards & accolades.

Anu Venugopal

Practice Head - Coaching & Mentoring.

Anu Venugopal

Practice Head - Coaching & Mentoring.

Anu is a seasoned leader with a remarkable 27-year journey spanning global horizons and diverse industries, including renowned names like AstraZeneca, Hutchinson 3 Global, Capita, HDFC, Tata, and BPL. Anu is proficient in establishing and steering Global Capability Centres, orchestrating transformative initiatives, and deftly managing both IT and non-IT operations. A sharp focus on results, Anu has overseen budgets exceeding $90 million for IT and $120 million for business and IT portfolios, delivering tangible operational benefits through automation and process optimization. Anu also carries an unwavering commitment to inclusion, diversity, and sustainability, driving positive change and leaving an indelible mark on both organizations and communities alike.

Someswar Rao P

Practice Head - Business Operations

Someswar Rao P

Practice Head - Business Operations

Som has over 30 years of experience in the Telecom, Durables and Edtech industries covering Service Delivery, Sales and distribution, Customer Success, Operations. He served in leadership roles across various functions including P&L management roles for leading business groups of BPL Limited, Tata Teleservices, Bharti Airtel and Aditya Birla Group. He was instrumental in creation of service infrastructure for Durables business from a scratch in large geographies, Distribution expansion & 3G / 4G service roll outs in new markets. He had worked with technology teams as an SME for designing and developing Business support systems for telecom service provider. Som has worked as a Business Head and managed P&L for nearly a decade. As the Head of operations in telecom business he has overseen functioning of multiple teams like Sales & Marketing, Customer service, Networks, IT, HR & Admin, Commercial and Finance. He has worked in both Rural and urban markets and has a deep understanding of the market challenges for both a Leader and challenger. He has a vast experience in identifying levers for growth of Revenue Market share, NPS and profitability. He is a passionate Problem Solver and has a strong eye for detail. Other than working for large business houses Som also headed the business for a SaaS based Assessments and EdTech Start-up HireMee and put it into growth path in 3 years. Som was a Certified Coach at Aditya Birla group. He enjoys performance coaching and is very focused in Self and people development.

V. Sivakumar

Practice Head - Business Excellence & Continuous Improvements

V. Sivakumar

Practice Head - Business Excellence & Continuous Improvements

Siva is an ASQ, USA certified Lean Six Sigma Black Belt (one among first 15 in Asia) and a Triple Lead Assessor certified in ISO standards. Siva brings around Three decades of experience in Manufacturing and service sectors, in the domains of - Automotive, Banking, Consumer durable, Financial services, Healthcare, Shipping & Logistics, Telecom & Media. Siva has worked and Consulted many Fortune 100 companies in the area of Business Excellence and deployment of large size Continuous improvement programs. Some of his deployments and projects have International awards and recognitions.

Sandra James

Director – Sales & Marketing (Africa)

Sandra James

Director – Sales & Marketing (Africa)

Sandra is an industrious entrepreneur whose competencies include forging business alliances and traversing cultures that enables her to add value to people and organizations. Sandra has served as a partner for a social organisation in India and worked towards environmental preservation and reducing global warming. In this role Sandra was instrumental in bringing a number of accomplished senior delegates together. Sandra has also worked extensively as a student counsellor, developing and guiding them in making their academic and professional choices. A polyglot, Sandra holds a graduate degree in English, with working knowledge in German and other African languages.

Saravana A

Practice Head - Resource Management

Saravana A

Practice Head - Resource Management

Saravana is a Talent Acquisition professional with over 13 years of work experience. Saravana has wide exposure to leadership hiring, specializing in Telecom, IT, E-commerce, Aviation, BFSI and the Health Care Sectors for the BPO and IT industry. In the early part of Saravana’s career he was responsible for mass hiring particularly for Telecom, E Commerce, Aviation and BFSI. Saravana has supported programs that delivered in India for domestic and US clients. Saravana has a bachelor’s degree in computer application.

Bhanumathi

Practice Head - Talent Acquisition

Bhanumathi

Practice Head - Talent Acquisition

Bhanu is a result oriented professional, with an overall 15+ years of experience across Industries - Retail, Travel, Telecom & BPO for leading Organisations. Her exposure has been in Operations, Sales, Customer experience, Learning & Development & has worked in HR - Employee Engagement & Recruitment for leading service based industries. With her strong Interpersonal skills & business acumen has played a key role in setting up Green field projects for IT & ITES Industries. Uses her rich operational experience with recruitment while Hiring, she currently supports recruitment across verticals and grades for programs that are delivered On & Off shore for Domestic and International clients.

Deepali Jain

Practice Head - Customer Success

Deepali Jain

Practice Head - Customer Success

Deepali is an accomplished Business and Operational Transformation Leader with a remarkable 24-year track record of success in leading global, large-scale projects and strategic initiatives across Sales and Operations. Her expertise lies in effectively managing organizations for transformative change, aligning Lean processes, tools, people, and developing robust training programs. Deepali’s proficiency extends across Operations, Customer Success Management, Business Process Management, and Continual Service Improvement initiatives across diverse industries such as Telecommunications, Aeronautics, Outsourcing, IT Services and Consulting. As the first woman in India to achieve the ITIL Expert certification, Deepali brings a passion for driving excellence through methodologies/practices like ITIL, Six Sigma, LEAN, ISO 20000, PRINCE2, and digital automation to name a few. Her commitment to fostering continual improvement is evident in her ability to navigate complex matrix business environments, ensuring widespread adoption of optimized processes across the enterprise.

Sharath Kumar

Practitioner Head – Operational Excellence

Sharath Kumar

Practitioner Head – Operational Excellence

A results-driven service delivery leader with over two decades of proven expertise in SLA and P&L Management for large strategic accounts. Experienced across multi-channel and multi-industry engagements. He has a distinguished track record of managing significant projects in Telecom, Retail, Healthcare, Travel & Logistics, Ecommerce and Edtech operations within the outsourcing landscape. Recognized for exceptional value addition and cost reduction at the enterprise level, he has demonstrated the ability to turn around profitability and performance. Notable associations include HGS, Altruist Technologies and Grassroots BPO. Certified as a Lean Six Sigma Green Belt, specializing in optimization and efficient service delivery.

Our Practitioners

Dinesh Narayanan

Kamlesh Sinha

Rajeev Panikath

Mohan SM

Anindita Lakhani

Sainath Scindia

HARSHA MURTHY

Anu Venugopal

Someswar Rao P

V. Sivakumar

Sandra James

Saravana A

Bhanumathi

Deepali Jain

Sharath Kumar

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