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Sachin Shetty

@sachinshetty1

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I lead global customer support operations, CX transformation, AI automation, and profitable outsourced delivery.

United Kingdom

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What I'm looking for

I'm looking to lead global customer operations, CX transformation, outsourcing, and AI-enabled service innovation, with accountability for operational performance, commercial outcomes, and customer experience.

I've led customer support and operations at BRIT Group, Amazon Audible, CIMA, and Royal Bank of Scotland, owning global delivery, P&L performance, and customer experience transformation across the UK, EMEA, APAC, India, South Africa, and Australia.

At BRIT Group, I reduced manual workload by 30–40% through Generative AI and cut contact demand by 25% through self-service. Across my roles, I've delivered £1.5M–£2M savings, improved CSAT by 15–20 points, achieved 95%+ SLA performance, and led large-scale outsourced operations and turnarounds.

Experience

Work history, roles, and key accomplishments

Head of Customer Support

BRIT Group Services Ltd

Dec 2021 - Dec 2025 (4 years)

Accountable for global customer support operations across UK, India, and South Africa, with full P&L ownership of £7M+, driving CX transformation, operational resilience, and AI-led innovation.

Customer Experience Operations Strategy P&L management Generative AI ServiceNow Service Management SLA Management Cost Optimization Automation Knowledge Management Incident Management Problem Management Change Management Data Analysis Continuous Improvement

Head of Operations

Amazon UK (Audible)

Oct 2019 - Nov 2021 (2 years 1 month)

Led end-to-end operations across UK & Australia, managing £10-12M+ budget and 200+ FTE global operations, driving profitability, scalability, and customer experience excellence.

Operations Management P&L management Budgeting Cost Optimization Outsourcing Vendor Management Contract Negotiation Quality Management Compliance Data Analysis Stakeholder Management Process Improvement

Senior Manager – Member Services Europe

CIMA

Apr 2016 - Aug 2019 (3 years 4 months)

Led global customer operations across recruitment, retention, and revenue-generating functions, transforming contact center operating models and designing KPI frameworks.

Customer Operations Contact Center Management KPI Design Performance Metrics First Call Resolution Offshoring Transition Management Stakeholder Management Strategic Planning

Operations Director

Royal Bank of Scotland

Aug 2012 - Mar 2016 (3 years 7 months)

Directed customer service and outbound sales operations across UK and India, managing multi-site delivery and owning operational performance including SLA/KPI delivery, forecasting, and workforce planning.

Operations Management Customer Service Outbound Sales SLA Management KPI Management Forecasting Workforce Planning Vendor Management Contract Management Transformation Revenue Growth NPS Improvement

Senior Operations Manager

Carphone Warehouse

Aug 2009 - Jul 2012 (2 years 11 months)

Managed multi-functional operations across customer service, retention, sales, and collections, delivering strong P&L performance through operational optimisation and cost control.

Operations Management Customer Service Retention Sales Collections P&L management Cost Control Data Analysis Process Improvement Workforce Planning Performance Management team development

Team Operations Manager

Sit-Up Channels

Feb 2007 - Jun 2009 (2 years 4 months)

Established offshore operations in Bangalore, including setup, training, and performance optimisation, and managed high-volume contact centre operations delivering against key performance targets.

Offshore Operations Contact Center Management Training Performance Optimization Coaching Sales Performance Revenue Growth

Assistant Service Delivery Manager

Sitel India Ltd

Jan 2001 - Dec 2005 (4 years 11 months)

Managed large-scale contact center operations (up to 400 agents), delivering strong performance against KPIs and SLAs to enhance service, sales, and efficiency.

Call Center Operations KPI Management SLA Management Service Delivery Sales Efficiency Improvement