Open to opportunities

Himanshu Das

@himanshudas

I’m a Transition Manager and Operations Leader driving end-to-end migrations, KT, SLA compliance, and business continuity.

India

Message

What I'm looking for

I’m looking for a senior operations/transition role where I can lead complex migrations and knowledge transfer, strengthen governance (RAID/MBR-QBR), own SLA/KPI delivery, and drive process excellence with automation and data-driven decisioning.

I’m a results-driven Transition Manager and Operations Leader with 18+ years of experience leading end-to-end transitions, knowledge transfer (KT), and operational migrations across BPO, shared services, and enterprise environments. I focus on governance, SLA/KPI performance, risk mitigation, and business continuity—so teams and clients stabilize quickly.

I’ve successfully delivered and stabilized 500+ FTE transition programs, including Iron Mountain (Manila delivery), while ensuring completion within scope, timelines, budget, and quality standards. I lead transition planning, milestone trackers, governance frameworks, RAID logs, and MBR/QBR reviews, coordinating business, technology, and vendor teams to execute clean handoffs.

Across OTC, P2P, and CX operations, I own SLA/KPI performance and operational excellence through process improvement, Lean Six Sigma, and escalation management. I’ve led multi-month Data Warehouse (DWH) migrations and legacy system integration initiatives for banking clients, driving reconciliation, testing, and production deployment with strong stakeholder alignment.

I also bring measurable performance impact from customer operations and finance/Accounting process controls—reducing operational costs by 34%, cutting wallet-based inflow by 30% through navigation and workflow optimization, and delivering Lean Six Sigma improvements that reduced unidentified cash by 71%. I’m especially energized by AI-enabled workflow automation, smart routing, and AI-first customer service frameworks that improve efficiency and quality.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager

Current

Hcl Technologies

May 2022 - Present (4 years 1 month)

Led end-to-end transition, knowledge transfer, and stabilization of 500+ FTE programs and ensured SLA/KPI delivery for OTC and P2P operations. Managed governance (RAID, MBR/QBR), escalation closure, and a multi-month banking data warehouse migration for legacy system integration and production deployment.

Transition Management SLA Management Governance & Compliance Risk Management Data Warehouse ETL Data Integration Escalation Management

Manager – Operations

TSI Plc

Dec 2019 - Apr 2022 (2 years 4 months)

Managed Tata Power and partner billing operations, including credit evaluation support, past-due portfolio reviews, billing-cycle discrepancy resolution, and collections/reconciliation. Drove process improvement using Lean methods and oversaw daily customer service operations (call, email, chat) with KPI ownership and escalations.

Operations Management Billing Operations Escalation Management Process Improvement Customer Service Operations Root Cause Analysis

Assistant Manager – Operations

Paytm

Feb 2018 - Dec 2019 (1 year 10 months)

Led customer support and CX operations for 150+ in-house and outsourced agents, improving resolution turnaround and ensuring compliance with regulatory redressal frameworks and internal SLAs. Developed SOPs and training, implemented KPI tracking (CSAT/NPS/FRT/TAT), and designed AI-first CX workflows using chatbots and intelligent routing to optimize customer journeys.

Customer Experience (CX)Customer Support Operations SOP Development KPI Dashboards (CSAT NPS TAT)Chatbot Sentiment Analysis Regulatory Compliance Process Automation

Manager – Finance & Accounting

Mercer

May 2016 - Jan 2018 (1 year 8 months)

Managed P2P operations, helpdesk governance, and finance process controls, supporting operational continuity and service delivery. Contributed to finance process governance and operational risk control activities across assigned operations.

Procure To Pay (P2P)Operational Governance Operational Risk Management Process Improvement Stakeholder Management

Assistant Manager

Genpact

Sep 2007 - Apr 2016 (8 years 7 months)

Led collections, payables, and customer service helpdesk operations while supporting process transitions and service delivery. Supported operational stabilization and improvements, including contributions to AP and workflow optimization initiatives with measurable FTE savings.

Collections Help Desk Process Improvement Root Cause Analysis