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Shiju Emmanuel

@shijuemmanuel

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I lead BPO operations, P&L performance, CX transformation, and scalable solutions.

Guatemala

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What I'm looking for

I'm looking to lead scalable operations and client solutions where I can improve P&L performance, customer experience, workforce effectiveness, and AI-enabled transformation across complex, multi-geography delivery environments.

I've led Banking and Retail operations at 247.ai across multiple geographies, delivering 107% of P&L targets, increasing gross margins by 2%, and growing sales by 15%. I launched seven lines of business and new-site expansions while maintaining 100% compliance with zero external audit findings over five years.

Across HCL, Conduent, Guatecall Saika, and 247 Customer, I've designed enterprise solutions, generated $50M+ in revenue, built omnichannel CX models, and led programs recognized for sales, quality, compliance, and CSAT. I bring 22 years in BPO focused on scalable delivery, client partnerships, workforce strategy, AI-enabled training, and stronger customer outcomes.

Experience

Work history, roles, and key accomplishments

AVP and Global Operation Head

247.ai

Apr 2021 - Feb 2026 (4 years 10 months)

Managed a Banking and Retail Portfolio across multiple geographies, delivering 107% of P&L targets and increasing sales by 15%. Reduced attrition to below 3.5% and achieved 100% compliance with zero external audit findings over 5 years.

P&L management Operational Excellence Workforce Strategy Compliance Risk Management Governance Generative AI CX Transformation

Enterprise Solutions Architect

HCL

Nov 2019 - Mar 2021 (1 year 4 months)

Designed and implemented scalable architectures for enterprise clients, achieving 100% renewal rate. Bridged client requirements and technical teams to ensure solution accuracy and successful implementation.

Enterprise Solutions Client Engagement Requirements Analysis Project Management

Director Client Solution Development

Conduent

Jul 2014 - Nov 2019 (5 years 4 months)

Generated $50M+ in revenue by developing technology-enabled solutions for new-logo clients. Designed an omnichannel CX solution for a 2,500-FTE global client, reducing contact volumes by 30%.

Solution Development Revenue Growth Pricing Strategy RFP Management

Account Manager

Guatecall Saika SA

Aug 2012 - Jul 2014 (1 year 11 months)

Increased leads by 30% through a Call Monitoring Program for outbound telemarketing agents. Led the successful transition and launch of a new program, achieving all client KPIs.

Account Management SLA Management KPI Tracking CSAT NPS AHT

Assistant Program Manager - HOP

247 Customer

May 2002 - Sep 2011 (9 years 4 months)

Managed retail and financial programs, achieving #1 rankings in Sales, Quality, Compliance, and CSAT. Contributed to a Lean Six Sigma Green Belt project optimizing seat utilization and operational cost efficiency.

Program Management Lean Six Sigma Performance Evaluation Audit Readiness Risk Mitigation