Deepak Jain

Recruited to set up Asia Pacific and Middle East work force and planning functions and Optimize service delivery.

• Delivery Excellence: Set up functions and scaled them by 150% within the first two years of my tenure. Boosted efficiency by 30%, improved service level met rates by 4% annually, and reduced cost by 20%.
• Cross-Functional Leadership: Led cross functional team to define efficiency metrics, implementation strategies, won stakeholders trust, and scaled the metrics globally through automation.
• People development: Instituted career pathing strategies that improved average tenure by 50% and doubled promo rates, while bolstering Inclusion and diversity.
• Formulated robust business case analyses to support strategic initiatives and enhance P&L performance.

I was hired to setup and lead Work Force Management function for one of the biggest greenfield projects in Indian corporate history.

• Vendor Management: Led the pricing and contractual negotiations for Outsourced vendor selection. Managed master service agreements, statement of work and mitigated risks.
• Project Management: Built and scaled a workforce management infrastructure from scratch across 16 locations, supporting 15K headcount in 1.5 years. Successfully led one of the biggest rollouts of workforce management software in India.
• Technology and Automation: Directed and led the team on setup of routing, telephony, and business reporting service suit for the contact centers. Conceptualized and delivered employee life cycle and seat utilization automation. Led $110 Million of vendor invoicing automation, ensuring 100% compliance.

Joined to lead and optimize PAN India Real Estate (~50% of Accenture portfolio) planning and production space utilization.

• Operational Excellence: Managed real estate portfolio growth from 6M to 11M sqft in four years while streamlining the planning team by 30%.
• Compliance and Risk Management: Achieved full statutory compliance by mitigating 3K production seat non-compliance issues without impacting business growth, customer impact and revenues.
• Tech and Product: Led Industry leading space management tool roadmap as a business owner, improving demand fulfillment time by 50% over three years.

Recruited to transition one of the single largest clients to India with opportunity for global expansion.

• Service delivery: Transitioned a major client to India, laying foundation for global expansion from 600 to 1400 peak across four global delivery locations.
• Business Continuity Strategy: Implemented a global BCP strategy, securing client alignment through effective negotiations.
• RFP Solutions: Standardized new business solutions and brought WFM to the forefront of the process, enhancing margins by 5% and customer satisfaction by 1200bps.