Open to opportunities

Sumit Kishore

@sumitkishore

Message

Transformation and Service Excellence leader driving measurable change and customer outcomes.

India

Message

What I'm looking for

I’m looking to lead transformation and service excellence in global, regulated environments—owning change delivery, SLA-driven operations improvement, and stakeholder governance—while partnering with leadership to deliver measurable business outcomes.

I’m a Transformation and Service Excellence leader with 15+ years of experience spanning stakeholder management, customer success, change management, and enterprise account delivery.

In my current role as Service Excellence Lead - Transformation & Change at BT Group India, Gurgaon, I lead end to end transformation and service improvement initiatives for UK Consumer Operations, supporting 1,600+ frontline advisors across captive and partner models.

I translate strategic priorities into structured transformation plans—covering process optimisation, operating model improvements, policy changes, and technology enablement—while focusing on service quality, productivity, SLA adherence, and customer experience outcomes.

I bring strong governance and execution discipline, owning the full change delivery lifecycle (impact assessment, stakeholder alignment, rollout governance, risk management, and post implementation review), and I’ve delivered growth and advisory impact at KPMG and enterprise results across telecom accounts and channels earlier in my career.

Experience

Work history, roles, and key accomplishments

Current

Transformation & Change Lead

Current

BT Group India

Aug 2024 - Present (1 year 9 months)

Led end-to-end transformation and service improvement for BT UK Consumer Operations, supporting 1,600+ frontline advisors across captive and partner contact-centre models. Owned the change delivery lifecycle (impact assessment, rollout governance, risk management, and post-implementation review) to improve service quality, SLA adherence, productivity, and customer experience.

Change Management Contact Center Operations Service Excellence SLA Management Rollout Performance Dashboards Risk Management

Client Manager - Advisory

KPMG India

Feb 2021 - May 2023 (2 years 3 months)

Delivered enterprise transformation and growth advisory across multiple sectors, managing cross-functional stakeholders to execute transformation and go-to-market programs. Led pursuit pipeline governance and tailored client pursuit strategies using market intelligence and competitor benchmarking.

Enterprise Advisory Stakeholder Management Go To Market Strategy Program Delivery Account Development Market Intelligence Client Pursuit Planning

Enterprise Account Manager

Reliance Jio

Aug 2018 - Feb 2021 (2 years 6 months)

Managed a portfolio of 100+ SMB and enterprise clients, delivering mobility, broadband, IoT, and enterprise-grade data services while exceeding revenue targets through new account acquisition and upselling. Improved solution adoption by 35%, achieved 110–130% of quarterly sales targets, improved client retention by 20%, and reduced issue resolution TAT by 30% through proactive escalation managemen

Enterprise Account Management Revenue Growth Upselling Cross selling Proposal Development Escalations Sales Forecasting

Sales Manager - Channels

HDFC Bank

Feb 2017 - Mar 2018 (1 year 1 month)

Managed channel partner network to drive personal loan acquisition, delivering ₹15 Cr+ monthly disbursal volume. Onboarded and trained DSAs with regulatory compliance and digital tool enablement, coordinated with credit/operations/risk to clear bottlenecks, and coached channel performance using weekly reviews and metrics.

Channel Sales Management Personal Loan Sales Regulatory Compliance Sales Coaching

Voice Account Manager

Bharti Airtel

Mar 2013 - Jan 2016 (2 years 10 months)

Managed key government accounts across central and state departments, PSUs, and public sector institutions, acting as the single point of contact for end-to-end sales and post-sales service. Ensured SLA adherence and billing accuracy, coordinated internal teams to resolve network/service escalations, and tracked upcoming opportunities via GeM and department tenders.

Telecom Sales Tendering (GeM)Contract Negotiation Stakeholder Relationship Management Escalations Cross Sell

Assistant Manager - Channels

Tata Teleservices

Feb 2011 - Mar 2013 (2 years 1 month)

Managed channel partner network (DSAs, retailers, franchisees) to sell voice, data, and broadband while monitoring partner-wise volume, revenue, and acquisition quality. Expanded the partner network through onboarding and beat planning, and conducted monthly reviews to improve productivity and loyalty.

Channel Sales Partner Onboarding Voice & Data Sales Beat Planning Partner Engagement Quality Of Acquisition

Executive - Channel Sales

Reliance Communications

May 2007 - May 2009 (2 years)

Drove prepaid/postpaid SIM sales and VAS adoption through distributor and retailer networks, increasing market coverage by 15% through targeted outlet onboarding. Improved distributor ROI via structured support and timely inventory replenishment, using daily MIS dashboards to manage sales performance and achieve award-winning KPIs while reducing attrition.

Territory Management SIM Sales VAS Adoption Dashboards Sales KPIs