Director Shared Services

Mr. Jonathan Tam is an experienced People Leader with more than 15 years in Operations and Project Management. Privileged to support areas that crosses Customer Service, Information Technology, Banking and Finance, and Human Resource Delivery. A Six Sigma Trained looking to amplify efficient delivery in the workspace by being an advocate of Continuous Improvement in an Organization.

Head of Value Added Services at Home Credit Philippines

I am an experienced call center and sales manager, passionate about improving customer experience and willing to shake time-tested methods. At work as well as in sports I am competitive and I don’t like giving-up, that is what drives me forward every day

Chief Experience Officer at StaffVirtual

As the CXO of STAFFVIRTUAL, Mr. David works collaboratively with customers and stakeholders to provide outsourcing solutions that meet the expectations of increasingly digital business landscape. By modernizing and transforming our systems, we aim to deliver a warm, efficient and productive experience for our customers and employees doing business with and for STAFFVIRTUAL.

Managing Director & Founder of Sigma Outsourcing Services Pvt Ltd ( SOSPL )

Kapil is a hardcore BFSI and ITES professional coupled with the expertise of successfully converting a start-up business into a midsize corporate firm. Kapil brings over 20 years of diverse and rich experience across multiple domains. As a professional, he worked on championing massive scale credit and collections operations for global leaders including the Citi Group and General Electric (GE) Money. After spending close to a decade on the Corporate side, Kapil decided to start his venture and thus was formed Sigma (SOSPL) which works with leading names in the BFSI, Retail & Telecom sectors including Kotak Mahindra Bank, Walmart, Airtel and the TVS Group in the Business Process Outsourcing domain. With a passion for excellence and a relentless focus on operations and customer service, Kapil has helped SOSPL grow from a single location set up to now a PAN India servicing firm with multilocation delivery capabilities.
An innovator by though, Kapil brings his business excellence expertise via Six Sigma approaches to new projects and ventures. Besides managing large-scale operations, Kapil also works on the Advisory and Strategy projects helping clients improve their Operational capabilities, Collections throughputs, and effective Talent Management. Kapil is a complete people’s person and has in the last decade of his entrepreneurial journey focused very firmly on Talent and Leadership Development. It is evident in the form of the able leadership team that he has created at SOSPL who manage the day to day operations focussing on client delight and exceeding operational KPIs.
Kapil is a first division Science Graduate ( B.Sc – Maths, Physics & Statistics) from Chaudhary Charan Singh University and a Six Sigma Green Belt certified in Collections while being in GE Money. On the personal front, Kapil pursues a personal dream of teaching and training the Youth to be Industry Ready in the Financial Services space. He lives in Gurgaon with his wife, Shivani and daughter Naaomi.
SOSPL Background: From 2004 to 2018 journey , over 20 clients sign up , 1000+ team members , Sigma team has come a long way by gaining the confidence of clients as most preferred services partner on Business Process Management in the BFSI industry in the space of Collections & Credit Operations with best expertise , execution & approach to excellence.

Vice President at Uniphore

Krishnan is Vice President at Uniphore and leads the company’s footprint in the SEA markets. Krishnan helps drive digital transformation at the intersection of technology, data modeling, operating models, and process design with large enterprises. Previously, Krishnan has been a CDO, Automation evangelist & Global Business Delivery Leader. As CDO/Automation/AI evangelist, Krishnan helped build offerings in AI, Data, Analytics, and Automation software, among others. With over two & half decades of experience in leading IT/ITES organizations & helping drive strategy, Krishnan has strived to drive continuous improvement through digitalization initiatives.

Senior Vice President & Business Head, Asia at Uniphore

An entrepreneurial, techno-business executive officer with 20 years of global experience in customer experience/voice technology with specialisation in Banking, Financial Services, Telecom and Healthcare.
Over the last 5 years, played a pivotal business leader role with P&L responsibility across North America, Asia and Europe. As the Chief Business officer, I was responsible for the P&L for North America and UK at Servion– a privately held $100mn/1200 employees Niche player in delivering Omni channel Digital CX solutions. Servion is a specialist in providing Omni channel solutions on Cisco & Avaya platforms and I spearheaded the initiatives in Asia and Americas to sell transformative digital solutions like Robotics Assisted Automation (RPA), conversational AI, Active/Passive voice biometrics, Speech Analytics across different consumption models.
Defined the go to market strategy including identification of global partners, identification of market for direct hunting and incubation of adjacent offers for existing customers. Played a critical role for transitioning the overall business that was predominantly focussed on premise-based services to hybrid/mobile/cloud and subscription models. As part of the executive group of the organization, we are working towards creating 5X valuation over 2-3 years for the parent Private Equity unit that owns Servion. Collaborated closely with the board as well as the investors to align our strategy with the stakeholder’s goals.
Have good blend of experience in Sales, development, Delivery, Operations and organization building, have worked with CXOs of large organizations both in Asia and North America and have continued to closely manage some of these relationships directly. A regular keynote speaker at partner and industry events, I have been executing global initiatives, with extensive engagements in Asia, UK and throughout the Americas.

Chief Information Officer at Everise

Mr. Ganapathy Subramaniyan is the Chief Information Officer based at Everise BON location in Manila. He is responsible for the overall Information Technology function.
Mr. Ganapathy comes with over two decades of experience in facilitating and building world-class technology management. He is a dynamic ITES industry veteran with over two decades of leading experience in strategizing and managing technical infrastructure in domestic and international marketplaces.
His in-depth acumen and technologically driven expertise to devise and deliver result-driven strategies and goal-oriented outcomes in a rapid changing environment helps transform progress, profitability, and productivity. Academically, Ganapathy holds an Engineering Degree, having specialized in Electronics & Communication from National Engineering College, India.

Country Sales Director, Vietnam
Uniphore

Mr. Thi has 20+ years of experience in Sales and Consultancy organizations of IT, Customer services solutions, E-Commerce and Mobile/Web/Software product development.
Passionate about growing customer experience, employee experience & performance, enterprise revenue & profit.
Had the opportunity to work with many customers cross industries (BFSI, Retail, Logistic & Transportations, FMCG) and technology leaders (Avaya, Cisco, EMC, Salesforce, SAP, Oracle, Nice, Uniphore etc).

Chief Digital & Transformation Officer | COO | Executive Team Member at Phu Hung Life Insurance

Senior leader with cross-functional and cross-cultural experiences in fin-tech, consumer finance, banking and life-insurance sectors in Europe and Asia. Investor, senior advisor and board member in several start-ups. Executive roles in Digital, OPS, HR, M&A, Project management and Business Development.
Fintech and Insurtech enthusiast with digital transformation hands-on experience and sharp focus on customer centricity. People focused leader with strong ability to formulate strategies and drive for execution. Conceptual decision maker understanding interdisciplinary dependencies among different parts of organisations. Proven track record in Hay Group, Raiffeisen Bank International Group, Home Credit and Phu Hung Life Insurance. MBA programs lecturer in Austria, Slovakia, Latvia and USA. Professional network NGO leader with ability to execute turn-around change management. Block-chain, Crypto and De-Fi believer.

Co-Founder and CGO for Innovature BPO.

Ella has 15 years of experience in marketing, communication, and business strategy and has set up an outsourcing business named Innovature Consulting and has been the Co-Founder and Managing Director, since 2015. At Innovature, Ella manages the operations of a BPO hub with nearly 100 employees including Vietnam and Philippines offices. She also directs sales and marketing strategies to keep expanding the outsourcing business and the brand of Vietnam offshore solutions to the US market via business conferences in Las Vegas and the Silicon Valley, exhibition shows in Singapore and also runs B2B webinars .

Head of Innovation Lab ACB - top largest banks in Vietnam

Ms. Hanh owns more than 13 years of experience in banking services, especially digital banking and digital transformation strategy. Besides, Ms. Hanh is also an expert in the field of banking technology, understands customer insights and has experience in building a cooperation ecosystem with large enterprises.

Head of Operational Risk Management Department of Orient Commercial Joint Stock Bank (OCB)

Ha Nguyen, Head of Operational risk management, Risk Transformation Product Owner, Digital banking (13 year experience in commercial banking)

Senior Manager of Innovation and Customer Experience Delivery at Techcombank (TCB).

Phu, Pham Huynh Thien - Senior Manager, Innovation and Customer Experience Delivery. Phu has 10 years of working experience in Customer Service and Customer Experience industry with the role Head of Customer Service at several e-commerce companies such as Zalora, Lazada, Traveloka, and Adayroi. Then, Phu move to FMCG companies with the same role such as Philip Morris International and Novaland Group. Phu graduated from Social Sciences and Humanities University - HCMC National University with the major of International Relations. Besides, Phu also has the certificate of COPC - HMPT Training (in Jakarta, Indonesia) and Global Group Training Certificate (GTC).

Head of Customer Experience of Viet An Group

As an honorary instructor of Marketing, with more than 10 years of experience working in the field of marketing and customer service, her contributions are extraordinarily valuable to the company as well as customer. She helps to build a seamless journey to connect every touchpoint together in order to serve customers better. With a digital transformation certificate from University of Virginia, she has consulted and executed plans for big brands such as: Thaco, Hennessy, Oppo, Saint-gobain, etc.

Senior Vice President & Business Head, Asia at Uniphore

An entrepreneurial, techno-business executive officer with 20 years of global experience in customer experience/voice technology with specialisation in Banking, Financial Services, Telecom and Healthcare.
Over the last 5 years, played a pivotal business leader role with P&L responsibility across North America, Asia and Europe. As the Chief Business officer, I was responsible for the P&L for North America and UK at Servion– a privately held $100mn/1200 employees Niche player in delivering Omni channel Digital CX solutions. Servion is a specialist in providing Omni channel solutions on Cisco & Avaya platforms and I spearheaded the initiatives in Asia and Americas to sell transformative digital solutions like Robotics Assisted Automation (RPA), conversational AI, Active/Passive voice biometrics, Speech Analytics across different consumption models.
Defined the go to market strategy including identification of global partners, identification of market for direct hunting and incubation of adjacent offers for existing customers. Played a critical role for transitioning the overall business that was predominantly focussed on premise-based services to hybrid/mobile/cloud and subscription models. As part of the executive group of the organization, we are working towards creating 5X valuation over 2-3 years for the parent Private Equity unit that owns Servion. Collaborated closely with the board as well as the investors to align our strategy with the stakeholder’s goals.
Have good blend of experience in Sales, development, Delivery, Operations and organization building, have worked with CXOs of large organizations both in Asia and North America and have continued to closely manage some of these relationships directly. A regular keynote speaker at partner and industry events, I have been executing global initiatives, with extensive engagements in Asia, UK and throughout the Americas.

Head of Customer Experience & Learning & Development at Kissht | Ring

Presently heading Customer Experience as well as Learning & Development for Kissht & Ring for the past 5 years now. I have a total experience of 12 years+ that spans across Operations, Finance, Product Management, Customer Experience, Employee Experience, and Learning Development, having worked with established companies like HDFC Bank, HDFC Life, Asit.C.Mehta Investment Interrmediates as well as with new-age Fin-Tech companies like Kissht & Ring. Have served industries including Real Estate, Capital Markets, Banking, Financial Services & Insurance.

Designation at NBFC

A multi faceted professional with 14 years of experience in the areas of Collection strategy and Operations, Project Management, Data Analytics, Analytics, Risk Management, Sales Force Effectiveness and Business Analytics

GM - Customer Experience at Airtel

I have over 22 years of global experience, delivering Customer Service, Telesales and Collections services across industries such as Telecom, Banking, Travel, E-Commerce, FMCG, Automobile and Consumer Technology. With deep interest and expertise in Business Transformation, I’m a big fan of digital technology and products to drive cost effective, world class Customer Experience as appropriate for each industry. I firmly believe in using digital tools to compliment the intelligent human workforce, thus evolving the way a brands deliver customer experience.

Vice President & National Sales Head - BFSI at Paytm

I am a business leader with around 20 years of experience in Enterprise Sales, Key Account Management, Project and Business Consulting, Product Strategy and People management I have worked for both India and International market and have delved into an array of SaaS Solution and Enterprise IT Services.
A travel freak, when I am not travelling for business, I love holidaying, especially camping, rafting and travelling across the length and breadth of the country.

AVP, Head of AI at PT Bank Rakyat Indonesia

Andika is a seasoned AI researcher and practitioner who has led various AI initiatives in startups as well as enterprises. Currently, he leads a team of data scientists and machine learning engineers in PT. Bank Rakyat Indonesia, delivering cutting-edge and innovative AI solutions to enhance business growth while minimizing business risks in the organization.

Executive Director Lean Digital & Automation at Standard Chartered Bank

Head of Business Excellence at Insular Life Assurance Co., Ltd.

Dan is a Business Transformation Professional with years of leadership experience in reshaping an organization's PEOPLE, PROCESS and TECHNOLOGY domains through Customer Experience Management, Process Improvement and Innovation. As a certified Lean Six Sigma practitioner and a Customer Experience professional, he is now currently leading transformation efforts for a 110 year old multi-billion dollar life insurance company in the Philippines.