Arnab Sen
Operations Leader | AI-Led Automation & Digital Transformation | Scaled 1000+ Global Teams | P&L Ownership | Cost Optimization | Service Delivery Excellence | 🚀 Reduce Costs & Scale Ops with AI → 🌐 thearnabsen.com
Bengaluru
9+ years of work experience
May 20241 yr 9 mosJan 2026
Bengaluru
Lead end-to-end global operations across 6+ enterprise clients (DoorDash, Amazon, Overstory, Alegion, Taranis, FarmWise) managing 1,000+ cross-functional professionals across US, Canada, Australia, Israel, and APAC delivery centers
Own P&L, operating budgets, margin optimization, and cost governance, delivering sustained profitability across multi-program portfolios
Delivered ~25% reduction in operating costs through AI-driven automation, workflow re-engineering, and intelligent capacity optimization
Reduced manual effort by ~35% by deploying automation frameworks, AI tools, and standardized delivery playbooks
Designed and launched 3 AI-powered service offerings, enabling service diversification and new revenue streams
Built executive-level KPI, SLA, and operational dashboards, improving SLA adherence by 25% and strengthening client governance
Led large-scale process transformation initiatives driving faster turnaround times, improved quality scores, and operational resilience
Partner closely with leadership on scaling strategy, pricing models, delivery transformation, and long-term growth initiatives
Drive talent strategy including workforce planning, leadership development, succession planning, and high-performance culture building
May 20231 yr 1 moMay 2024
On-site
Spearheaded and managed international projects catering to clients in the US, UK, and
Canada including inbound, outbound & email support.
Oversaw the entire project lifecycle from initiation to closure, ensuring timely delivery and
adherence to quality standards.
Worked as the primary point of contact for prestigious clients including Capgemini
America, Spectrum US, Global Brands Magazine, SEB Mortgage etc.
Developed and nurtured strong relationships with clients, understanding their needs and
aligning project deliverables accordingly.
Identified new business opportunities, negotiated contracts, and facilitated the expansion
of client base.
Led a dynamic team of professionals, providing guidance, mentorship, and support to
ensure high performance and motivation levels.
Conducted regular performance evaluations, identified training needs, and implemented
strategies for professional development.
Implemented efficient processes and workflows to optimize operational efficiency and
enhance project delivery capabilities.
Continuously monitored performance metrics, analyzed data, and identified areas for
improvement to drive operational excellence.
Collaborated closely with cross-functional teams including Sales, Marketing, and Quality
Assurance to streamline processes and achieve business objectives.
Ensured compliance with industry regulations and company policies, maintaining high
standards of quality and integrity in all operations.
Conducted regular audits and implemented corrective actions to address any deviations
and mitigate risks.
Prepared comprehensive reports and dashboards to provide insights into project
performance, financial metrics, and client satisfaction levels.
Utilized data analysis techniques to identify trends, forecast future requirements, and make
data-driven decisions.
Jan 20212 yrs 5 mosMay 2023
Bengaluru, Karnataka, India
Directed day-to-day operations and successfully met/exceeded KPIs, SLAs, and revenue targets for multiple client accounts.
Built and led high-performing teams, including mentoring Operations Managers and driving professional development initiatives.
Ensured seamless client communication and engagement through structured review meetings and performance reporting.
Implemented AI-based reporting dashboards and cause-code analysis, improving quality monitoring and reducing repeat contacts.
Championed business continuity planning and ensured 100% compliance with quality, regulatory, and customer satisfaction standards.
Managed operations during peak trading periods in the retail domain, delivering smooth scale-up and transition.
Contributed to hiring strategy, talent development, and internal succession planning to future-proof operations leadership.
Identified and executed process improvements and best practices through cross-department collaboration.
Dec 20191 yr 1 moDec 2020
Bengaluru, Karnataka, India
Find business scope by providing value adds to client.
Prepare annual budget after estimating necessities, correcting overspending, analyzing cost
variance and scheduling expenses.
Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational
strategy assessments.
Coordinate internal resources and clients for the flawless execution of projects.
Establish a high standard for productivity, quality, customer service as well as define user
guidelines.
Develop company systems for customer interaction and voice response and control the
implementation process.
Manage and improve center performance through performance monitoring, problem resolution,
system audits and quality assurance measures.
Aid human resources department in recruitment process by interviewing potential hires and
outlining clear job expectations.
Summarize, collect and analyze call center trends and data for regular performance reports.
Maintain consistent professional improvement through company provided workshops, tracking call
center trends and active participation in team projects.
Work with the board of directors to determine values and mission, and plan for short and longterm goals.
Identify and address problems and opportunities for the projects.
Jul 20181 yr 5 mosNov 2019
Bengaluru, Karnataka, India
Provide inspired leadership for the organization.
Make important policy, planning, and strategy decisions regarding projects.
Develop, implement and review operational policies and procedures.
Assist HR with recruiting when necessary.
Help promote a company culture that encourages top performance and high morale.
Oversee budgeting, reporting, planning, and auditing.
Work with senior stakeholders.
Work with the board of directors to determine values and mission, and plan for short and longterm goals.
Identify and address problems and opportunities for the projects.
Support worker communication with the management team.
Coordinate internal resources and clients for the flawless execution of projects.
Manage changes to the project scope, project schedule and project costs using appropriate
verification techniques
Measure project performance using appropriate tools and techniques.
Perform risk management to minimize project risks.
Meet with clients to take detailed ordering briefs and clarify specific requirements of each project.
Track project performance, specifically to analyze the successful completion of short and long-term
goals.
Delegate project tasks based on junior staff members' individual strengths, skill sets and
experience levels.
Oct 20161 yr 9 mosJun 2018
Bengaluru, Karnataka, India
Set clear team goals and KPIs.
Delegate tasks and set project deadlines.
Oversee day-to-day teams' operation and performance.
Do regular performance evaluation.
Create a health and motivating work environment and atmosphere
Develop a well-designed and motivating evaluation program.
Communicate with teams about their performance.
Monitor team performance and report on metrics.
Motivate team members.
Discover training needs and provide coaching.
Listen to team members’ feedback and resolve any issues or conflicts.
Plan and organize team building activities.
Coordinating with clients for a smooth process flow
Oct 20151 yrSep 2016
Help team members in handling customer escalation.
Support the team in the peak hours.
Do regular performance evaluation.
Monitor team performance and report on metrics.
Motivate team members.
Education
Bachelor of Business Administration - BBA
Glocal University
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