Sandip SenEntrepreneur. Global Executive. Mentor.

sandipsen@yahoo.com +91 98339 45753 linkedin.com/in/sandipsen twitter.com/_sandip_sen

wikipedia.org/wiki/Sandip_Sen

Sandip Sen is a forward-thinking veteran in the BPO industry who leads with inspiration, imagination and integrity and has achieved significant success in global executive roles. He was ahead of his time in embedding the customer-centric approach in the industry through which he accelerated innovation and business growth. Sandip has received numerous accolades from analysts and peers which is a testament to his competence and commitment. He is a believer in humanitarianism and tries to create change in the lives of people. He is also a proficient writer, speaker and teacher.

ExecutiveSummary

• Sandip is acknowledged to be one of the pioneers in the BPO industry in India. In 2001, he founded Customer First Services which was one of India’s earlier CRM/BPO companies.

• Prior to founding Customer First, Sandip worked in senior positions in United Breweries and Hutchison Telecom.

• In a short period of time, Customer First grew from a 10 people team to over 2500 people; supporting several blue chip companies in the Telecom, Training, Retail, Hospitality and Technology segments. In 2006, Customer First was acquired by Aegis.

• Sandip has contributed exponentially to the Aegis growth story. Before his current role as Global CEO, he was Global CMO and later President for the Aegis Americas’ Business.

• He has been instrumental in building the company’s global business across USA, India, Sri Lanka, South Africa, Australia, Philippines, Saudi Arabia, Argentina, Peru and the UK.

• From less than USD 60 million in revenues he helped architect Aegis into a USD 1 billion company with over 55,000 employees across 12 countries and 55 nationalities.

• He played a pivotal role in the extremely successful sale of Aegis USA to Teleperformance in 2014.

• As part of its growth story, Aegis has acquired 17 companies over the last 10 years and barring one, the acquisitions have been a great success. Sandip has pioneered the “Five Nines” acquisition strategy and in fact the Aegis team has been recognised by Analysts and the Industry for its Acquisition and Integration strategy.

CareerHighlights

• Marketing Manager - 1989-96, United Breweries Group

• Head of Marketing/Network Head - 1996-2001, Hutchison Telecom Ltd.

• Founder CEO - 2001-2006, Customer First Services

• Global Chief Marketing Officer - 2006-2009, Aegis Ltd.

• President - Aegis Americas - 2009-2012, Aegis Ltd.

• Global CEO-2012 onwards, Aegis Ltd.

Career

Sandip has been instrumental in building the Aegis brand among the analyst and advisory community, customers, employees and his peers.

Some prominent Awards and Accolades of 2016 include:

• Gartner: Magic Quadrant of Customer Management Contact Centre BPO Worldwide - 2016 (world’s premier Information Technology and Research Firm)

• ISG: Top 10 Sourcing Service Provider - 2016 (a leading Global Technology Research and Advisory Firm)

• IAOP Leader on The Global Outsourcing 100 - 2016 (International Association of Outsourcing Professionals)

• National Award for Empowerment of Persons with Disabilities (from the President of India, Pranab Mukherjee)

• Prestigious ‘Helen Keller Award 2016’ in the ‘Role Model Companies’ category for carrying out exemplary work towards ‘Promotion of Employment Opportunities for People with Disabilities’

• Aon Hewitt Best Employer-2016 (among the most Prestigious People Awards)

• Frost & Sullivan Malaysia BPO Service Provider of the Year - 2016 (a leading Business Consulting firm)

• HFS Research High Performer in Contact Centre Operations - 2016 (a leading Advisory firm)

• Great Place to Work - Best Companies to Work For - 2016 (a leading workplace transformation institute)

• SHRM HR Awards Excellence in Diversity - 2016 and for the fifth consecutive year (Society for Human Resource Management)

Awards andAccolades

Sandip is a well-known writer, speaker and thought leader.

• He has participated in a key speaker role in various global industry summits such as NASSCOM leadership forum, IAOP (International Association of Outsourcing Professionals), Dun and Bradstreet Summit, Contact Centre Week, Business World BPO Forum and a host of others. Infact, last week he was the keynote speaker in APAC's largest CX & Contact Center Event (Verint - APAC Engage 2017) which was held in Melbourne.

• He has been extensively quoted and featured in the national and global media including “Prime Time” in NBC Nightly News, CNBC, Bloomberg, ET Now and other news channels.

• He writes columns for newspapers including Hindu Business Line, The Statesman and Business Standard.

ThoughtLeader

• Sandip is a member of NASSCOM BPO Executive Council since 2015. NASSCOM is the apex body for the 154 billion dollar IT BPM industry. He has played a leadership role in the BPO industry towards building innovation led growth, new transformative models expanding its value proportion to attract the best talent to the industry and becoming a partner of choice for global companies.

• Sandip is also the Chairperson of the CII National Council on Special Abilities. CII is a premier business association in India. It is estimated that almost one out of 10 people in India live with some kind of disability and the talent pool of this population has been largely untapped. His focus is promoting inclusions of ‘Person With Disabilities’ (PWDs) in the work force, making work places accessible and creating champions from within the industry. Aegis has been a pioneer in the same with over 600 persons with disabilities as part of the workforce. Under Sandip’s guidance, CII and XIME are currently working on creating a document on why hiring PWD’s, apart from having a moral purpose, will be good for the companies themselves. This is being developed along with case studies of pioneering companies.

IndustryAssociations

The key to our success is embeddingCustomer Centricity in our DNA.

• Sandip has been active alumnus and has championed XLRI. He was an enthusiastic supporter of the plan to ‘give back’ to XLRI and contributed to the same - a classroom is now dedicated to the effort made by his class of 89.

• He has regularly attended alumni events including the 25th year Reunion as well as the Homecoming.

• He was the keynote speaker in Synergy 2016, organized at XLRI by CRUX (Consulting and Research Undertaking) and Axiom at XLRI.

Alumni

Presidency College, Kolkata - Economics Honours - 1984-87

XLRI Jamshedpur – PGDBM - 1987-89

Sandip was awarded the N. Mukherjee Gold Medal for Economics at XLRI. He is also a National Talent Scholar.Education

Sandip loves teaching. With active encouragement from Prof. Joe Philip, Founder Director XIME (Xavier Institute of Management and Entrepreneurship), he taught ‘Consumer Behaviour’ for many years at XIME as a guest faculty. He was rated as one of the best faculty members by the students. He also regularly speaks at various management institutes. He has been invited to be a “Scholar in Residence” in XIME this year.Teaching

Sandip led Aegis to be one of the early movers to Tier 3/Tier 4 cities and towns. Most employees are from the local area and some have just completed high school. They find it difficult if not impossible to obtain other jobs elsewhere. Aegis also provides detailed training to employees, which is often the first skill development program for them. Many of them, after working for a year or two, get better and higher paying jobs in the bigger cities and are set for life.

ChangingLives

Sandip was among the select group of CEOs invited by NITI Aayog to present to the Prime Minister on New India by 2022. Sandip sent a detailed presentation called “Serve In India”. He feels India can aspire for employment generation and inclusive growth on labour intensive service focused sectors such as BPOs. He gave a number of recommendations by which the BPO industry can add 3-4 million direct jobs, and many more ancillary ones harnessing our demographic dividend and can thus be a key agent of change.

PublicService

- Sandip Sen