Yusuf Malubhoy
@yusufmalubhoy
I lead global customer operations, automation, and service delivery at scale.
IndiaWhat I'm looking for
At Maersk Global Service Centre, I lead regional customer operations across IMEA documentation and India import customs manifest, directing 5 leaders and 100+ employees across global markets.
I've built Power BI dashboards for real-time SLA and KPI visibility, implemented automation that reduced operational errors by 90%, and delivered approximately 3 FTE in annual savings. As a Salesforce SME, I standardized data-management processes to improve engagement visibility and reporting accuracy.
Across Maersk's UAE, Saudi, and Safmarine customer experience operations, I've improved NPS, TAT, and FCR while maintaining SLA compliance, quality, and continuity through global operational transitions.
With 20+ years in customer service, sales, and technical support leadership, I bring customer insight, escalation management, resource planning, process improvement, and cross-functional collaboration to service excellence at scale.
Experience
Work history, roles, and key accomplishments
Led regional operations for IMEA Documentation and India Import Customs Manifest, directing 5 leaders and 100+ employees. Built Power BI dashboards for real-time SLA/KPI visibility and implemented workflow automation delivering ~3 FTE annual savings and reducing operational errors by 90%.
Area Process Manager
Maersk Global Service Centre
Apr 2019 - Feb 2023 (3 years 10 months)
Managed UAE customer experience operations, driving improvements in NPS, TAT, and FCR. Designed workflow automation solutions and ensured 100% compliance through structured reviews and audits.
Area Team Manager
Maersk Global Service Centre
Feb 2014 - Apr 2019 (5 years 2 months)
Led a team of 20 customer service professionals for UAE and Saudi operations, ensuring SLA compliance and service quality. Drove improvements in NPS, TAT, and FCR, and led migration of CX operations to the Global Service Center.
Team Leader
Tata Business Solution Services
May 2013 - Feb 2014 (9 months)
Led sales and technical support teams, ensuring performance and service delivery.
Group Leader
Wipro BPO Ltd.
Oct 2011 - May 2012 (7 months)
Supervised technical support operations, managing team performance and quality.
Team Leader
Ventura (India) Pvt. Ltd.
Dec 2009 - Sep 2011 (1 year 9 months)
Led sales and technical support teams, focusing on performance and customer satisfaction.
Sr. Team Manager
Stream Global Services
Sep 2005 - May 2008 (2 years 8 months)
Managed technical support teams, ensuring operational efficiency and service quality.
Team Leader
Wipro B.P.O. Solutions Ltd.
Nov 2002 - Sep 2005 (2 years 10 months)
Led technical support teams, driving performance and customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Calorx Teachers University
Bachelor of Commerce, Commerce
Bachelor of Commerce degree from Calorx Teachers University, completed in 2012.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Social media
Job categories
Skills
Interested in hiring Yusuf?
You can contact Yusuf and 90k+ other talented remote workers on Himalayas.
Message YusufGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
