Kunal Kumar

Responsible for global P&L management and business operations, with a key focus on profitable business growth, people leadership, talent development, and strengthening client CXO relationships.
Focused on delivering scalable managed services, and the transformation of supply chain and aftersales services for Fortune 500 manufacturing clients.

P&L Management and Portfolio Growth:

• Currently, I lead a $150M global portfolio within the manufacturing vertical and have consistently delivered topline and bottom-line results with over 15% CAGR in organic revenue and higher-than-company-average profitability in the last 3 years.
• Grew the portfolio by expanding into new buying centers and new client logos, with a focused effort on prioritized accounts and emerging services.
• Partnered with go-to-market teams on enhancing relationships with advisors (like ISG, BCG, etc.) for new customer acquisitions and drive non linear revenue for manufacturing.
• Also, contributed to inorganic growth through a tuck-in acquisition within aftermarket services, expanding capabilities and new geographies.
• Spearhead the development of new solutions within the supply chain and aftersales, leveraging advanced technologies, including AI. Advanced 20% of revenue from these new offerings in the last 2 to 3 years, with a target to achieve 50% revenue over the next 24 months.

Global Service Delivery:

• Overseeing the development and execution of initiatives for the manufacturing subvertical of Medtech and Aviation, with over 2,000 employees engaged in providing services that range from commercial operations, supply chain, and after-sales.
• Drove the culture of Lean and continuous improvement, improving quality, delivery, and cost generating 5X ROI YOY for the clients on non-contracted business impact.
• Set up & governed the transformation office on : a) Standardization of global processes and the introduction of common minimum practices within a managed services environment b) Creation of Automation COE with agile and federated pods to drive 30% efficiency and creating scalable delivery model.

Relationship Management:

• Trusted advisor and client advocate within Genpact to and help meet their objectives.
• Participated in CXO client governance to periodically review and align on their priorities and goals.
• Drove a customer-centric culture across the business unit and cultivated lasting CXO relationships, delivering best-in-class relationship scores in the last 24 months from a wide spectrum of the customer base, with CXO NPS greater than 50%.

People Leadership and Talent Development:

• Running large-scale AI talent development for manufacturing, leveraging Genome (Genpact AI learning platform).
• Partnering with CHRO office to developed potential future leaders within the manufacturing vertical to ensure long-term success.
• Drove systematic engagement with Amber (Genpact AI bot) to align people objectives with engagement feedback. Best-in-class results on less than 15% turnover in the last 3 years through rotation and enrichment programs.
• Aligned incentives with customer value delivery and organic growth to create a growth culture within the organization.

• Service delivery and solutions leader for a portfolio of industrial manufacturing clients within the med tech and aerospace sectors, providing aftermarket and supply chain services.
• Developed IIoT-enabled service solutions and non-traditional commercial models to boost growth within the service delivery unit.
• Solutioned and architected the first large aerospace IIOT deal of over $50M TCV to drive higher time on wing for the commercial airplane fleet for a leading commercial jet engine manufacturer.
• Orchestrated a vendor consolidation effort for the aerospace client to generate a 30% cost reduction for the client and a 2X improvement in onshore presence for Genpact, allowing greater access.
• Lead a growth portfolio of $20-25 million annually across multiple services, delivering over 25% profitability.
• Contributed to the development of a smart operations framework (SM) for Aftermarket Services (AMS) focused on transforming service operations for OEMs.
• Contributed to the development of Genome (Genpact learning platform) as a guru for industrial manufacturing.

• Managed a team of four different operating units with 150 employees engaged in driving field service optimization programs for a med tech client
• Delivered operational excellence through exceeding SLA's/KPI's and generated yearly business impact of > $25M through lean and six sigma projects
• Delivered 30% contractual productivity benefits to customer as per master agreement through digitization and automation, value stream mapping and process reengineering
• Maintained 85% retention levels in the said period through various employee engagement initiatives
• Grew the portfolio by 25% through mining existing customer pnl's enabled by cross selling and competency building
• Structured partnership with Axeda(a PTC company) - relationship stemmed from the idea of complementing Genpact strong process capability in remote monitoring with an IT platform to take end to end solution to customer - Grew the business 5X in 2 yrs

• Held multiple service delivery roles of increasing responsibility
• Handpicked to lead a strategic account focused on connectivity and remote monitoring services for a med tech major
• Helped operationalize large program connecting installed base of over 50k machines globally to enable remote fix and improve uptime
• Designed and operationalized broadband connectivity framework, used till date for any large scale connectivity deployment programs
• Was chosen and topped Genpact flagship program GOLD (Genpact Operations Leadership Development) which aims at developing young managers through structured learning and job rotations, to assume critical leadership positions
• Completed Green Belt certification through process innovation of remotely deploying proprietary software into diagnostic machines, saving >$30M annually avoiding technician visits and improving time to connect by 50%