Introduction

About Me

• Over twenty two years of work experience with a track record of accelerated growth across multinational, high performance organisations such as Accenture, Barclays, Capita, DHL, MphasiS and Prudential

• National and Global Leadership team member since 2001 with a proven track record of contributions to Leadership thought; guidance to Executive Leadership; Location strategy and build up; Strategic Client Management; Organisational Capability Development; Business Strategy; facing external regulatory bodies and industrial audits; and seamless Delivery

• Set up from scratch and managed large offshore and nearshore BPO Delivery centres with spans ranging from 5 to 4500

• Acknowledged for management of large teams, diverse cultures, market leading clients and complex delivery across Asia, Australia, Europe and North America

• Strong domain expertise in managing Financial Services (Banking, Insurance and Share Plan Services) operations and local and industrial (domestic and International) regulatory compliance

• Acknowledged hands-on Operations Leader adept at marking and meeting stretch goals; Continuous Improvement of People and Process through tools such as Kaizen, Six Sigma and Lean; Resource Optimisation through Efficiency enhancement; and healthy financial prudence

• Extensive Project and Programme Management experience on Infrastructure development ; Platform Migration ( Insurance industry); transition from basic to state-of-the-art contact centres (Express Service Industry); business process migration including repatriation (BPO Industry); and human asset transfers (BPO Industry)

• Strong track record of leading and managing Organisation wide Change programmes in areas such as Leadership Transition, Integration following acquisitions / mergers; Paradigm shifts in product offerings (a leading Japanese bank); Performance Management methodologies; Operations Re-engineering; and Manpower rationalisation exercises

Business Description

Senior Divisional Vice President at Sears Holdings India

My Skills

strategy
vendor-management
management
change-management
performance-management
team-management
operations-management
crm
business-development
strategic-planning
process-improvement
leadership
management-consulting
program-management
bpo
project-management
outsourcing
business-process-improvement
employee-engagement
business-process
stakeholder-management
risk-management
business-strategy
key-account-management
account-management
financial-services
managed-services
sdlc
business-transformation
customer-experience-management
business-process-re-engineering
financial-risk
governance
project-delivery
portfolio-management
banking
relationship-management
global-delivery
requirements-gathering
credit-risk
business-management
operational-risk
operational-risk-management
business-continuity
project-portfolio-management
corporate-real-estate
due-diligence
facilities-management

Work/Experience

Senior Divisional Vice President at Sears Holdings India

January 2016 - Present
Senior Divisional Vice President at Sears Holdings India

Chief Operating Officer at Barclays Technology Centre India (BTCI) - Barclays India

January 2013 - Present
Global Captive - Consulting - Delivery Services - Development Technology Services - Financial Modelling - Financial Services - Information Technology - Institutional Securities Businesses - Internet - Investment Banking - Investment Management - IT Development - Knowledge Services - Mobile Global - Offshore Technology - Operations - Research Activities - Risk Management - Support Services - Transaction Processing Technology Centres

Chief Operating Officer - Member of Leadership Team
Banking/ Financial Services & IT
Reports To: CEO

Assignment Focus:
Responsible and Accountable for the Operations function for Technology delivery from the two locations. Areas of responsibilities include: Business Continuity, Consolidation of BTC COO Services in India & Singapore, Corporate Affairs & Corporate Communications, Corporate Real Estate Services, Due Diligence, Location Strategy, Pipeline Management, Planning and MI desk for the Centres, PMO and Project Management, Resource Management, Risk Management, Strategic Planning, Travel and Ground Transport, Vendor Management, Workforce Planning; and overall assistance to the CEO in the aggressive and successful growth of the company.

Role:
Through a compliant, constructive and energetic style, guided by the objectives of company, I provide leadership, management and vision necessary to ensure that the company has the proper operational controls, administrative and reporting procedures, and people systems in place to effectively deliver and grow the organisation through financial prudence and operating efficiency.

Executive Director at Capita

January 2010 - January 2013
Reported To: Managing Director
Managed team size of circa 2300; India Leadership team member; Lead member of Global Service Strategy Planning Unit
Developed an innovative operating model that was based on Continuous Improvement of Processes and the individual risk appetites of each of the clients
Successfully faced FSA and ARROW audits
Significant interface with third party and external Software Development Partners to develop and implement a cutting edge platform for the international Life Insurance Industry; Lead on Change Request initiation and Rationalisation exercises and project managed ISTs, UATs and Phase 1 implementation of the Platform

Associate Partner - Global Delivery Lead for Insurance at Accenture

January 2006 - January 2010
Accenture
Associate Partner & Global Delivery Lead for Insurance
June, 2008 - February, 2010

A member of the global BPO LT
Managed P&L of more than USD 200m; Location Head for Mumbai operations
Responsible for solution design, transition success, noiseless delivery and profitability of all Insurance BPO accounts across the Accenture BPO Landscape
Headed operations for Insurance deals operating from China, Philippines, France, Italy, Spain, Romania, Prague, India and North America
Formed coach and mentor of the APAC Women’s Leadership Development Forum; worked closely with the Global Leadership Development in content design implementation of the programme
Acknowledged for partnership and contributions to onshore and offshore Technology teams to customise and implement the organisation’s Life and Pensions Insurance platform for leading clients across UK and US. Project managed various Change Request implementations and full scale implementation of the platform for more than two clients

Accenture
India Business Lead for Insurance BPO
September, 2007 - May, 2008

Formed a member of the India LT; Formed a member of the APAC Women’s Leadership Development Forum.
Partnership awarded in September 2007 just ten months after joining Accenture; thereby gaining membership into the top 25% of the global organisation

Accenture
Vice President – Insurance BPO
November, 2006 - August, 2007

Responsible for the migration, operations and P&L for a major portion of Insurance deals in India
Helped increase the Insurance BPO headcount in India by another 30%

Motivational Keynote and TEDx Speaker at Women Speaker

January 2005 - Present
Evolutionary Leadership and Change Expert - Leadership Motivational Keynote Speaker - Visiting Guest Lecturer (Adjunct Professor)

Deep Functional Knowledge - Both Theoretical and Practical.

Regular Guest Speaker for industry bodies like Federation of Indian Chambers of Commerce and Industry (FICCI), Internet & Mobile Association of India (IAMAI), The National Association of Software and Services Companies (NASSCOM), National HRD Network (NHRD) and at leading educational institutions including Indian Institutes of Technology (IIT), Indian Institute of Management (IIM), National Institute of Industrial Engineering (NITIE), Anita Borg Institute, and TEDx.

Speaks on: Business in India, Change Management, Developing Leaders, Diversity, Entrepreneurship, FinLife, FinTech, Inclusive Development, Innovation, Leadership Skills, Management Philosphies, Motivation, Resourcefulness, Women Issues, Women transform technology, Women's Empowerment

Smita Nair Jain is a woman of spirit and determination who has enlightened and entertained us for years. She is an outspoken. She speaks about surviving in a changing world. Audiences come to hear her trademark wit and wisdom on everything from family life, friendship, getting fired, building a career, starting a company, discovering love, politics, feminism, overcoming obstacles and making a noise. She puts audiences at ease, while inspiring them with her gifts of honesty, courage, hope and laughter. - The Economic Times, India

Smita Nair Jain is a former Adjunct Professor of Management (Guest Lecturer) at the School of Business. She partners with senior executives to increase their ability to simplify complex strategic decisions through enhanced collaboration and creativity. She is a recognized speaker and thought leader on shaping and maintaining high-performance business environments. She has a strong track record helping leaders maximize returns on strategic, financial and human-capital investments. - Business Standard, India

Director at Prudential Assurance

January 2003 - January 2006
8 month secondment to the office of the Marketing Director Prudential - UK – for carrying out strategic projects in the areas of Operations Planning. Market Staying Ahead strategies and Product Exit Strategies
Set up the offshore contact centre for Prudential UK
Managed operations on various complex and regulated products such as Endowments, Life and Pensions policies; Bonds and Annuities
Managed back end processes including complex processes such as manual calculations and decision making for financial redress of customer complaints
An India Leadership team member and an intrinsic part of Prudential UK’s strategic team working on all propositions affecting Policyholders and Market Intermediaries

Senior Vice President at MphasiS

January 1999 - January 2003
MsourcE (I) Pvt. Ltd (Call Centre Division of MphasiS Software & Services (I) Pvt. Ltd.
Senior Vice President – Transitions
October 2002 – February 2003

Set up and lead the Transitions function reporting to the Vice Chairman of MsourcE Corporation

MsourcE (I) Pvt. Ltd (Call Centre Division of MphasiS Software & Services (I) Pvt. Ltd.
Vice President
June, 2001 – September, 2002

Location Head for Pune operations; managed a manpower strength of 1200 covering all areas of Operations, Accounts, Quality, Compliance, Finance, Human Resources and Administration in Pune
Lead Consulting project for a leading Japanese bank in their Siebel CRM implementation project and re-engineering their CRM Methodologies across all interface points such as ATM, OTC, Contact Centre (inclusive of IVR trees) and web world

MsourcE (I) Pvt. Ltd (Call Centre Division of MphasiS Software & Services (I) Pvt. Ltd.
Assistant Vice President – Operations
June, 2000 – May, 2001

Achieved ISO 9001:2000 certification for the organisation in the capacity of Management Representative – First BPO unit in India to achieve ISO 9001:2000 certification (BVQI UK)
Key member of solution definition and pricing team for all deals

MsourcE (I) Pvt. Ltd (Call Centre Division of MphasiS Software & Services (I) Pvt. Ltd.
Business Manager
March, 1999- May, 2000

Transitioned and built one of India’s first offshore call centre operations and scaled up to 700 FTEs in 10 months

Operations Manager at DHL

January 1994 - January 1999
Operations Manager
1997 – 1999
Managed Call centre and Customer Service operations for the Mumbai and Western India regions (region contributing 70% to the annual organisational revenue)
Notable achievement includes project managing the migration of the Customer Services centre to a State-of-the-art contact centre with leading edge software and contact centre technology that was hitherto unavailable in India
Managed Customer Service operations and Training for the Eastern Region. This responsibility covered 4 states in the Eastern Region viz.; West Bengal, Assam, Bihar and Orissa.

Customer Services Manager
1994 – 1997

Management Trainee
1994 – 1995

Education

University of Pune

Degree: Master of Business Administration (MBA)
Field of Study: Marketing

University of Pune

Degree: Bachelor of Science (BSc)
Field of Study: Chemistry

Languages

Russian

Proficiency: Elementary Proficiency

French

Proficiency: Elementary Proficiency

Location

Contact Information

Hyderabad India
Phone: +919819337222

Smita's Badges

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