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Austin Joseph

@austinjoseph

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Program management leader at EXL Services who delivered enterprise transformation and $5M+ in annual savings.

India

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At EXL Services - Philippines, I directed strategic programs for Travel & Transportation clients across SEA, Europe and India. I managed governance for reservation, ticketing, refunds, loyalty, collections and customer experience operations.

At Tech Mahindra Ltd - Philippines, I led enterprise transformation programs across telecom operations and managed end-to-end delivery operations and P&L for the telecom vertical. I also built executive dashboards tracking KPIs, financial performance, delivery risks and strategic milestones.

Across my program work, I led omnichannel transformation that improved CSAT by 20% and delivered USD 5M+ in annual savings. I also implemented AI chatbots and workflow automation that achieved 40% call deflection and generated USD 6M+ in recurring operational savings.

Experience

Work history, roles, and key accomplishments

Vice President – Program Leadership/Operations

EXL Services

Sep 2024 - Jan 2026 (1 year 4 months)

Directed global strategic programs across SEA, Europe and India supporting Travel & Transportation clients. Managed end-to-end program governance for Reservation, Ticketing, Refunds, Loyalty, Collections and Customer Experience operations.

Program Management Governance Automation Process Optimization Financial Management Risk Management Change Management

Delivery Head

Tech Mahindra Ltd

Nov 2018 - May 2023 (4 years 6 months)

Led multiple enterprise transformation programs across telecom operations supporting APAC clients. Directed cross-functional delivery involving Operations, Technology, Product, HR and Finance.

Program Management Delivery Management Governance Automation Lean Six Sigma Digital Transformation P&L management

Associate Vice President

Wipro Ltd

Jul 2017 - Nov 2018 (1 year 4 months)

Site lead for Travel & Hospitality verticals, overseeing operational projects, client management, and people leadership across sites. Directed manpower planning, performance management, and service delivery, consistently achieving SLAs and NPS targets.

Operations Management Client Management People Leadership SLA Management NPS Governance ISO 20000 ISO 9001

Deputy General Manager

Cognizant Technology Solutions

Apr 2013 - Jul 2017 (4 years 3 months)

Served as Engagement Partner for leading Airlines and Hotels across the MENA region, owning overall P&L, revenue growth, contracts, and end-to-end project delivery. Managed enterprise delivery programs for leading airline and hospitality organizations across the Middle East.

Program Management P&L management Client Engagement PMO governance Digital Transformation Stakeholder Management

Earlier Leadership Roles

Wipro BPO

Aug 2004 - Mar 2013 (8 years 7 months)

Managed operations teams and acted as interface between clients, account management, and technology teams. Created and implemented transition/migration roadmaps and drove continuous improvement of client processes.

Operations Management Client Interaction Transition Management Process Improvement