Global Chief Executive Officer & Executive Director
Sandip Sen, a visionary CEO, is a serial entrepreneur and a veteran in the IT / ITeS domain with over 25 years of experience. Sandip is a dynamic, thoughtful and hands-on leader with articulate perspectives and game-changing strategies. Sandip started his career with the UB Group, an India based business conglomerate, followed by a pioneering stint as Head of Marketing & Network Head at Hutchison Telecom, India. Prior to joining Aegis, in 2001, Sandip founded Customer First Services, one of India’s leading CRM companies, and supported several blue chip companies in India in the Telecom, Banking, Retail, Hospitality and Technology segments. In 2006, Customer First Services was acquired by Aegis.
Sandip has contributed exponentially to the Aegis growth story: as a market maker and brand builder and over the years has engineered spectacular success chapters for Aegis. Prior to his current role, Sandip served as the Global Chief Marketing Officer, and later President and CEO for our Customer Lifecycle Management Business. Sandip has been instrumental in building the company’s global business across countries like India, the US, South Africa, Australia, Philippines, and the UK. From less than USD 60 million revenues, his strategic insights and execution capabilities helped architect Aegis into a USD 1 billion company with over 55,000 employees across 13 countries from 85 nationalities. Sandip played a pivotal role in the extremely successful sale of Aegis USA Inc. (AUI) comprising operations in the United States, Costa Rica and the Philippines to Teleperformance in August 2014. His efforts in enhancing the brand has led to Aegis being recognized and acknowledged by the analyst community, trade associations and business partners at large. Gartner and IDC acknowledged our growth strategy and profiled Aegis in their elite club of service providers worldwide. Indo American Chamber of Commerce, Indian Merchants and Aon Hewitt acknowledge Aegis as a leading player and employer across the IT / ITeS domain.
Additionally, Sandip is a well-known writer, speaker and thought leader. Sandip has participated as a thought leader in several key industry summits globally such as the International Association of Outsourcing Professionals (IAOP), the NASSCOM Leadership Forum, the NASSCOM India BPM Strategy Summit, and the BusinessWorld BPO Forum etc. He has been expansively quoted and featured by the global media fraternity and also been interviewed by prime time features of NBC Nightly News and CNBC TV18. Sandip was recently invited to participate in a leadership program at the Harvard Business School on “Managing Global Businesses”. Sandip keeps his diverse skills honed as an avid quizzer, a voracious reader and a driven golfer.
Sandip is an Honors Graduate in Economics from Presidency College, Kolkata and has a Master of Business Administration from XLRI, Jamshedpur. With over two decades of customer-centric expertise in the consumer, telecom and BPO sector, Sandip is a forward looking thinker who has led a radical business transformation for Aegis through his intellect, professional expertise and experiences.
S M Gupta
Global Chief People Officer
S M Gupta steers the Human Resource function at Aegis, bringing with him over 24 years of HR experience across IT, ITES, Telecom, Retail, Oil and FMCG sectors. In this role, he has directed diverse and dynamic functions of people management, human resource re-engineering, talent development and training. Through his strategic vision, astute decision making and execution, he has enabled and inspired innovative people strategies, policies and programs for Aegisites across 9 countries. Under his leadership, Aegis was successful in integrating more than 8 companies across 6 geographies. Today, he is building an institution by bringing 37,000 plus happy people together.
As a result of his indefatigable passion for excellence and spirit for achievement, Aegis has been conferred with 20 distinct awards from industry bodies such as Aon Hewitt, Nasscom, CII, SHRM, Great Places to Work Institute and BPeSA among others.
A speaker and a thought leader at various forums and associations, SM is committed to working towards creating a progressive workplace, and is a true believer in inclusion and diversity. SM holds a Bachelor of Science degree & Master in Business Administration from Kurukshetra University.
SVP & Chief Information Officer
Ganapathy Subramaniyan is the Senior Vice President and Chief Information Officer for Aegis. Ganapathy brings with him over 23 years of cumulative experience spanning diverse roles in Strategizing and Managing Technical Infrastructure. Ganapathy’s stellar track record has been enriched by his previous professional roles that include solutions designing; planning, implementation, and IT service delivery for contact centers; data center design and management; customer support and network support; and production planning.
Ganapathy's association with Aegis started in January 2015, following which he successfully rolled out a Global Expertise Leveraging Model and established transformative IT organizations. A forward thinker, Ganapathy has been continually delivering winning next-gen business solutions. He has been instrumental in steering Innovation and Automation in Aegis IT as a practice.
A resolute perfectionist, Ganapathy firmly believes in paying attention to detail. And when his mind is not spinning game-changing IT practices, Ganapathy likes to blow off steam by watching T20 cricket!
Chief Operating Officer - India & Sri Lanka, CLM Business
Sandeep Gulati is a multi-faceted leader and comes with over two decades of extensive experience in diverse functions such as contact center management, strategic planning, project management and execution. He spearheads our Customer Lifecycle Management business for India and Sri Lanka, and has successfully turned it around as one of the most profitable GEOs for Aegis today.
Sandeep was instrumental in rolling out a first-of-its-kind Global Command Center (GCC) initiative from concept to design and execution. This Proactive Intelligence (Pi) is a state-of-the-art business intelligence tool which provides real-time updates data to visually interactive dashboards to decipher actionable intelligence insights. This is a comprehensive solution that materializes the imagination of every global business leader to deliver an unparalleled business management experience.
Previously, he worked with Dell, holding various leadership positions in operations and strategy. As a core team member, he was responsible for rolling out Dell’s India Contact Center Operations. He also spearheaded Dell’s initiative of turning the contact center from a cost to a profit center, for which he was recognized among the Top Global Talents at Dell.
Sandeep has held leadership roles within Operations, On/Near/Off shoring & BPO, Strategic Marketing, M & A, & ‘Green Field’ LEAN business builds & business turnarounds. He is inspired by roles where ideas and opportunities are converted into industry practices and as a professional he has successfully incubated such ideas into profitable business ventures. One such venture was Renasonic E-solutions which grew into a 600 plus people organization and was acquired by a Dubai based group. Sandeep holds a Bachelors’ degree in Electronics and Communications Engineering from Bangalore University.
Executive Vice President, Sales - India, Sri Lanka & Middle East
Ajay heads Sales, Client Relationships, and Revenue Assurance for South Asia, Middle East and Africa for all the lines of business. He is the Global head for Presales & Solutioning for all lines of business, the Global Practice Head for Social Media & Analytics and the Global Sales Head for Back Office Services.
He also leads the Transition and Technology functions for India. Spread over 20 years, Ajay’s industry experience spans across BPO, Consumer Durables, IT and Office Automation. His forte lies in Business Operations involving business development, new market entry, revenue growth, operations optimization, cost reduction, process development, service standards and operational policies for business excellence.
Ajay’s people person nature is seen through his mentoring of large teams towards the corporate vision. Ajay was previously a stakeholder and Executive Director in Orion Dialog in an entrepreneurial capacity. Orion Dialog was a domestic BPO which was acquired by Aegis in early 2006, as part of the India market entry strategy. At Orion, he handled the Operations, Transition and Technology functions; and was responsible for building the start-up to a large premium BPO player.
Earlier to this, Ajay also worked with Voltas, Pitney Bowes (through their exclusive distributor Bradma) and Digital Equipment Corporation. Ajay has a Master’s degree in Business Administration and Bachelor’s degree in Electronics and Telecommunications.
Chief Operating Officer - Malaysia
Divya Dutta is the Chief Operating Officer for Aegis Malaysia. With a magnificent track record of 19 years in the industry, Divya has exhibited commendable leadership ability in driving business profitability and augmenting growth metrics. As a senior leader in various companies, Divya has successfully crafted achievements and accomplishments to his credit. A dynamic leader with articulate perspectives and game-changing strategies, Divya has engineered the growth of 29 global clients based out of Malaysia, Singapore, USA and Australia with an expertise in driving cross-cultural relationships.
Prior to Aegis, Divya started his career with GE Capital, followed by EXL Services. Divya’s journey in Aegis began with Aegis acquiring Global Vantage in 2007-08. Before spearheading Malaysia he was heading the operations for one of India’s largest telecom giants spread across 10 different locations in India & Sri Lanka with over 7,000 people. Divya’s contribution has been a milestone in Aegis’ growth story as he turned around profitability from negative EBITDA to positive double digit figures, in less than 6 months post acquisition, by driving productivity improvements and managing efficiencies. Under Divya’s leadership, Aegis has been enhancing customer experience and succeeding in gaining customer confidence with respect to credibility and competence. Aegis Malaysia has seen tremendous growth under his leadership whereby the headcount rose from 800 to 2,000 in a short span of 9 months.
An embodiment of drive, energy, commitment and dedication, Divya is a firm believer in living his life to the fullest, be it working his heart out to achieve business targets or enjoying his spare time doing things that give him joy and feelings of contentment. His hobbies include cricket and swimming. Divya believes that one should never lose focus in life and that one has to put in a lot of hard work to reach the top.
SVP & Country Head - Argentina & Peru
Mariana Fernandez is the Country Head & Senior Vice President for Argentina & Peru. With a stellar career track of nearly 20 years in the industry, Mariana is considered a highly-experienced, multi-faceted leader delivering prominent performances in several local as well as regional positions. She also handles company integral responsibilities and functions that have added to our accelerated advancement.
Under her management, the company accomplished the implementation of several significant projects. Mariana’s essential role for Aegis’s progress in Argentina made the company experience an exponential growth in agents as well as in seats for the last 10 years. This gave the company the opportunity of becoming the second most important contact center in the country, and helped define an unquestionable industry leader. Her strategy, always based on a varied clients’ and services’ portfolio, achieved extraordinary results not only for Aegis, but also for our clients, some of whom obtained the COPC certification in our centers, representing 45% of our services certified by this norm.
Before joining Aegis, Mariana stood out in the industry in leadership positions both in Operations and Support areas. This experience gave her the opportunity of addressing the business with a holistic and comprehensive approach.
Abdullah Al Zahrani
Chief Executive Officer - CCC, KSA
As Chief Executive Officer, Abdullah is responsible for steering, growing and overseeing the overall business operations for CCC. Naturally drawn to people, Abdullah's vision is to transition CCC into the best employer of choice in the Kingdom.
Abdullah previously worked at Saudi Telecom Company (STC), wherein he spent 12+ years of his career as General Manager - Customer Care. During his tenure at Saudi Telecom, Abdullah donned various roles within the customer experience domain. In his capacity as CEO, Abdullah has fast become the nucleus of both strategic and operational leadership for Contact Center operations with a resolute focus on improving processes, productivity and other key parameters which led to a radical improvement in overall experience for STC customers. Before his stint at STC, Abdullah worked with GE medical systems for 3 years in Sales.
Abdullah is a graduate from King Fahd University. An avid reader, he likes to keep himself conversant with current events all over the world.
Chief Operating Officer - CCC, KSA
Faisal Durrani is the Chief Operating Officer - CCC, KSA and brings with him over sixteen years of experience in the BPM industry. Hands-on experience, exposure on all facets of BPM and an unmatched management style makes Faisal one of the most successful and driven leaders operating in this space.
Faisal has been a part of the Aegis DNA for the past 11 years and has smoothly navigated some of the most complex transitions and operations for the company. In his current capacity, Faisal heads operations in KSA and continues to nurture the KSA market for Aegis. Prior to Aegis, Faisal gained experience in leadership roles at Flex Contact Centres, Daksh E Services (now Concentrix) and Reliance BPO.
Faisal strongly believes that every powerful leader must possess the qualities of modesty and compassion. An environmental enthusiast, Faisal’s hobbies include nature-travel and mountaineering.
President - North America Sales
Eduard Ritscher serves as President, NA Sales and is responsible for developing and executing the NA Sales program of Aegis Global Services for Voice and Non-Voice BPO, ITO, and Shared Services. Eduard is an experienced Market Maker and Global Services executive. His work profile spans over 25 years of operational and leadership experience in leading NA, EMEA and global sales operations, structuring and selling complex outsourcing transactions, consulting and technology business services for major vendors, including Xerox Business Services, ACS, HP, Unisys, and CSC.
Most recently, he was the Managing Partner of a specialist outsourcing advisory consulting firm and prior to that, served in senior management positions (sales, corporate strategy, new market development) and client-facing and revenue generating responsibilities for 4 major outsourcing vendors (HP, ACS/Xerox, Unisys, CSC). He brings domain expertise across the entire outsourcing solutions portfolio, industry, market knowledge across multiple verticals (financial services, manufacturing, airlines transportation, telco) and operational experience in the US domestic and international markets, including EMEA, LATAM, CEE, and Asia Pacific.
Country Head - South Africa & SVP - Business Development (South Africa & UK)
Peter Lynch is the Country Head - South Africa & SVP - Business Development for South Africa & UK.
Peter is an experienced senior thought leader and relationship enabler with a career that spans over 25 years of business process outsourcing delivery experience across multiple business sectors and geographies. He has an excellent track record in leading and delivering significant business change programmes with both existing and new clients.
Peter's knowledge bank includes an in-depth understanding of customer strategies, multi-channel operations, customer insight management and social media solutions. He is a result-orientated individual who demonstrates an enviable track record of developing and sustaining strong relationships with key client stakeholders. Peter has been instrumental in building from scratch, multi-site accounts in off-shore geographies including India, South Africa, and other global hotspots.
Peter is the principal architect behind the long-term vision directed towards the uninterrupted development and growth of Aegis South Africa and UK business portfolios.
Country Head - UK & SVP - Operations (UK & South Africa)
Stephen Crew is the Sr. VP-Operations for South Africa & UK. After joining Aegis UK in September 2011, Steve was the primary architect for Aegis Outsourcing UK Limited that was established in January 2012. Steve has been instrumental in chartering the growth of Aegis UK and his team has built a steadfast reputation of delivering operational excellence under his able leadership.
Steve’s career started in 1983 when he joined a major UK retail bank and specialised in the Personal Lines Insurance sector. After a successful seventeen-year stint, Steve reigned the Household and Motor Divisions while continuing to be on the Board of the bank. The dawn of the new millennium saw Steve steering into the Business Process Outsourcing sector where he spent 11 years working for a global giant both within UK, and offshore. With a career graph that spans 30 years, Steve’s commitment to Aegis only gets stronger with time.
He has been married to Sue for 27 years and has two children. Steve attributes his limitless energy to his granddaughter who never fails to “keep him active!” He strongly believes in the powers of relaxation and one of his noteworthy strengths is the ability to go from working at 100 MPH to zero whilst on holiday. A hearty formula of exciting travels, fine cuisine, and fitness is what helps Steve tap into his creative capital, while at work. He says that it took him 30 years to achieve this perfect state of work-life balance!
Sr. Vice President - IT Shared Services
Milind is a Mechanical Engineer from IIT, Mumbai & PGDIE from NITIE, Mumbai. For over thirty years, Milind spent his time gathering valuable know-how on Customer Engagement, Solutions Design, Management Consulting, Sales and Operations. Milind has helped set-up and nurture successful business from scratch.
His earlier assignments included stints with companies such as Premier Automobiles, Godrej Hicare, Nicholas Piramal, Satyam Computers & Patni Computer Systems. His last assignment was with Aegis, following which he pursued digitization consulting as well as a few unique start-up ventures. Milind’s second stint with Aegis will be instrumental in roping in new business and products in the Aegis IT portfolio.
Speaking of ‘instrumental’, Milind is a diehard music aficionado & not many people know that he was part of a rock band! He is adept at playing over ten musical instruments including the guitar, mouth organ and harmonium. With a keen spirit for adventure and zest for life, rest assured, Milind would never refuse an opportunity to go horse riding, mountain climbing, swimming, wind surfing, parachuting or rock climbing!
Teamwork is the cornerstone of Milind’s management mantra and he strongly believes that success can be achieved with a smile. In order for people to shine, they need empowerment, plus a positive environment, to deliver their best.
Vice President - Operations (Back Office Services)
Saubhik oversees Aegis’ Shared Services offerings across all industry verticals – Finance & Accounting, Sourcing Procurement, Spend Management & Human Resource and partnering clients in driving their outsourcing initiatives and technology adaptation.
Saubhik’s brainchild, ‘PRO’ – Process Reengineering & Optimization, unleashes the potential of process consolidation and centralization by reimagining and redesigning our clients’ operating models end-to-end, including the middle and back offices. Saubhik has also spearheaded the initiative of developing Aegis’ in-house platform based workflow solution for making business processes more linear, effective and clutter free with better process control.
Saubhik brings new energy to the firm with 17+ years of rich experience spanning across manufacturing, FMCG and the media /publishing domain with expertise in finance transformation, working capital management & treasury, forecasting and business analysis.
Prior to joining Aegis, Saubhik was the global operating leader with Genpact managing multiple engagements. In his capacity he was instrumental in driving stable service delivery and managing multi polar operations for global fortune 500 organizations. Prior to Genpact he was associated with brands like Coca Cola, Wrigleys, United Technologies and held leadership roles in corporate finance, pricing, financial strategy, corporate governance, operational finance, treasury and M&A. Saubhik is a Chartered Accountant and has a Bachelor’s of Commerce Degree from St. Xavier’s College, India. He is also a certified Six Sigma professional.
VP & Country Head, Australia
Before steering the way forward for Aegis Australia in his professional capacity as VP & Country Head, Avik Choudhuri garnered extensive professional experience of over 15 years in the outsourcing industry. Avik equipped himself for his role at Aegis, by gaining experience from his stints at Firstsource Solutions and Dell International Services.
He joined Aegis in 2011 and has since then been instrumental in establishing process re-engineering and proactive intelligence functions, that are aimed at driving increased customer insights & optimistic customer outcomes.
Avik has successfully helmed Australian operations and earned a name for delivering operational excellence and innovative outcomes with a goal to maximise client returns. His intuitive understanding of onshore and offshore markets guarantees that Aegis’ roster of clients are armed with the right solutions based on their medium and long-term strategies. Avik’s infallible ability to scrutinize client strategies and disruptive, technology-led innovation has helped Aegis Australia assemble an enviable track record of mammoth clients.
When Avik is not busy plotting Aegis’ growth chart, his super-active 6 year old son keeps him very busy! Avik is an avid golfer and loves travelling & exploring unchartered territory with his wife, Priyanka. He is aggressive in his pursuit of knowledge, constantly challenges himself to stay on top of new innovations & relishes the myriad opportunities for learning that each sunrise brings.