Neha Gupta

Product Management -

• Executed product strategy, and technology framework for IT managed service portfolio enabling GBP 100m+ growth revenue for new technology products and optimizing legacy services by GBP 20m
• Implemented product ideas from conception to success and collaborated with development teams resulting in 40% increase in feature adoption rate.
• Boosted 15% profit margins through product enhancements and new feature releases.
• Developed and executed comprehensive user testing and feedback plan, leading to a 60% increase in user satisfaction and a 35% increase in retention rate
• Advises thought leadership through ongoing analysis of product capability themes and leading industry knowledge.

• Directing large scale delivery plans for launch and scale of new technology and capabilities into operations.
• Designed and delivered integrated operating model better capitalise on current resources and minimise running costs by 30%
• Championed Customer service community, nurturing customer success teams to contribute positively outside their domains and resolve wider business challenges with innovative ideas.
• Automated customer Journeys and optimised process flows reducing manual effort by 25%
• Consulted with product development teams to enhance offerings based on customer data.
• Assessed, formulated and proposed changes to ongoing programmes, providing strategic directions for clients and stakeholders.

• Inspired outstanding operational performance, leading by example by managing priorities and demonstrating expertise.
• Leading an operational team of 120 network engineers supporting global clients
• Redesigned wider service organization structure during business critical changes and and embedded strong performance management and governance framework to break cultural barriers reducing 20% attrition rate.
• Identified opportunities to automate and transform business processes improving service level agreements from 49% to 72% using data insights.
• Built new common voice and contact centre capabilities for world leading airline clients enabling 15% increased profitability and new business.
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• Used exceptional organisation skills leading multiple high profile clients like Rolls Royce, and Standard Chartered in a regulated compliance environment offering high level customized managed services by collaborating with key partners/vendors.
• Organized Cultural exchange establishing strong rapport with stakeholders to enhance business credibility.
• Created and led successful business culture focused on performance.
• Produced organisational objectives and introduced performance incentives to drive overall team output.

Key Milestone: Engaged consistently at customer site in Texas engaging with senior executives to review, design and deliver solution capabilities (technical, service and implementation) retaining loss of contract breaches worth $112 m and driving service status RED to GREEN successfully .

• Leading large client portfolio worth £200m (operations, technical, customer success) for global Business and financial customers like Visa and Barclays.
• Achieved high customer retention with concerted engagement and developing capability in existing teams to become one Service shop for customers.

• Applied expertise in team leadership to bolster overall team performance achieving 100% compliance
• Managed, motivated and developed a team of 30 agents to consistently deliver exceptional customer service.