Devesh Tayal has over 17 years of experience managing large customer service and technical helpdesk teams across multiple locations in India, Europe, and the Philippines. He is currently the General Manager of Operations at HCL Technologies, where he is responsible for transitioning and setting up a new BCP site as well as managing current operations. Previously, he spent over 7 years at Infosys BPO in various leadership roles including Practice Lead for Customer Service and Senior Operations Manager. He has a proven track record of delivering transformational savings and business growth.

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Devesh Tayal
Mobile: +919740984500
deveshtayal@gmail.com
Linked In
General Manager BPO Operations
17+ years of experience in Contact Center Industry managing large multi-location teams in the field of Customer
Service and Technical Helpdesk operations. Have extensive experience in setting up, transitioning and managing
teams excellingin ServiceDelivery, ClientManagement and People Management
International experienceof havingworked in and managingteams in Europe, Philippines,India and Americas
Honors & Awards
• The 1% Club Award - distributed at the behest of the CEO of Infosys Ltd – in 2015
• Selected for and successfully completed Infosys’Future Leaders program( Club Fuel) – 2012
• Leadership excellence Award as partof Infosys BPO Excellencewards 2011
Areas of Expertise
Work Experience
HCL Technologies May 2015 – Till date
Founded in 1976 – a pioneer of modern computing that gave birth to the Indian computer Industry.
Designation General Manager Operations May 2015 – Till date
- Currently Based in Noida,I amplayingtheroleof OffshoreLead for one of the largetelecom clients fromEurope.
I am responsiblefor transitioning and settingup a BCP siteapartfrom managingthe current operations.
- Prior to this I was based in Manila,Philippines, managingan AdvanceTechnical SupportHelpdesk for one of the
largest and fastest growing cloud computing company. My team catered to Tier1 and Tier2 tickets of varying
severity levels. Operating from Manila Philippines, Krakow Poland and Noida in India, my team supported all
geographies namely APAC, EMEA and Americas in 7 languages (Till Dec 2016)
Program profile
- Multi-faceted services programproviding voice,chat,email and offlinesupport to a European Telco
Major.
- My team provides Customer Service support, Social Media Mediation and Technical Supportfor PSTN,
Broadband,Mobileand TV customers (B2B and B2C)
Scope of work
- Managinga portfolio consistingof multiplelines of business - with a span of ~750 FTE ( ~1100 with buffers
and support staff) out of multiplelocations (Noida,Chennai, Dublin,Cork , Manila and Poland)
- Setting up of our new BCP site
- Collaboratingwith clients in in order to drive performance, projectimplementation , leverage and pursue
new business opportunities
• Client/ Stakeholder Management
• Portfolio Management
• Budgeting and Cost Control
• Talent Development
• BPO Operations
• Service Delivery
• Six Sigma and Lean Initiatives
• Quality and Change Management

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- Delivering high-quality customer experience, elevatingcustomer satisfaction,whileadheringto standards
and work processes;thus managing cost-effective operations
- Business restructuring –Responsiblefor deliveringtransformation benefits through augmenting
technology, buildingcompetencies,reengineering processes and utilizingsix sigma initiatives
Infosys BPO ltd Oct 2007 – May 2015
Founded in 2002,among Top 10 BPOs in India today,focuses on end to end processes & business functions
Designation Practice Lead – Customer Service Apr 11 – May 2015
Customer Service PracticeatInfosys BPO has 50+ marquee clients
Supported across multiplechannels which includeVoice,Chat, Email,Self Service and Social CRM,key processes
includeSales support,General Inquiries,Technical Support,BillingSupport,Collections support,Loyalty &
Retention support
Scope of work
- My role as a PracticeLead for Customer Servicein IBPO required me to work with multipleengagements
spread over multiplegeographies and multipleindustries.I was responsiblefor stability,growth &
profitability of these engagements
- Responsiblefor creation and validation of solutionsfor new pursuits
- ManagingCRT- Centralized Recruitment Team
Key Achievements
- Played a critical rolein settingup the “Business ExcellenceCenter” that brings the Quality,WFM and
Speech Analytics expertiseto various engagements
o Designed the Quality framework for the BEC
o Helped in designingthe WFM and Trainingframework
- Played a key role in many pursuits –addingto a total of ~700 FTE in the year 2014
- Business Turnaround
o Played a pivotal rolein revival of our biggest engagement by literally takingover Operations
o Retained a high risk accountand propelled growth by stabilizingand improvingperformance
Designation Senior Operations Manager (promoted in Oct 09) Oct 07 – Mar 11
Scope of work
- Managed a standaloneLineof Business with a span of ~500 FTE (full time employees) cateringto a UK
based Telco major
Key Responsibilities
- Responsiblefor the P & L and overall growth of the program
- Regular clientInterface, in terms of regular performance reviews & commercial discussions
Key achievements and initiatives
- Delivered transformation savings~USD 3 million in theyear 2010 – 11
- Successfully won business over from the competition

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Green Point Mortgage (Capital One) Jul 07 – Sep 07
Green Point Mortgage- Mortgage branch of Capital Onewas one of the major lendinginstitutions in the US.
Designation Process Manager (Vendor Management)
Convergys Corporation Apr 03 – Jul 07
Convergys Corporation is oneof the global leaders in providingcustomer care,human resources and billing
services
Designation Operations Manager
Info vision Pvt. Ltd, New Delhi Feb 02 – Apr 03
Now known as Serco, they are a leadingserviceprovider in the international and domestic BPO markets in India
The Oberoi, New Delhi Feb 01 – Jan 02
The Metropolitan Hotel Nikko, New Delhi Jan 00 – Jan 01
Education
- CertificateProgram in Business Management for Infosys BPO senior executives from IIM-A
- PGDBA (HR) from Symbiosis, Pune(DistanceLearning)
- B. Com Delhi University
- 3 year Diploma in Hotel Management from IHM Mumbai
Personal Details
Date of Birth 20 Mar 1978
Passportdetails H8687204,expiry - 15-Nov-2019
Visa US B1/2 Valid till Sep 2023
Language known English & Hindi
Date Jan 2017 Devesh Tayal