Birendra leads Tech Mahindra Business Services (TechMBS), a wholly owned subsidiary of Tech Mahindra providing Customer Management Services to Fortune-100 companies. He also leads Marketing, M&A, Technology, Analytics and Service lines like CX and Service Desk for the BPS business of Tech Mahindra. He has spent 15 years in the organization, managing multiple portfolios.
Birendra is passionate about pushing the limits in driving fantastic people, customer and shareholder experiences.
He has been instrumental in driving Digital Transformation at TechMBS, led the integration of TechMBS with Tech Mahindra post acquisition and has led the overall growth of TechMBS. He has led large transformation programmes for customers that have led to significant improvement in Customer Experience, Reduced Costs and Increased Profitability for our clients.
Birendra is passionate about driving digital transformation in the customer management world and making TechMBS a great place to work. He incubated Carexa, Tech Mahindra’s proprietary Customer Management Framework which is loved by our customers. Under his stewardship, TechMBS has been recognized as one of the world's greatest places to work by Gallup.
For his outstanding contribution to the overall business, Birendra has been awarded the Tech Mahindra Associate of the year in 2015.
He has 18 years of work experience spanning industries like Financial Institutions, IT, ITeS and Telecom. He is a Bachelor in Engineering from NIT, Bhopal and an MBA in Marketing and Strategy from IIM Lucknow.
Sanjay Choithramani is a Business Leader for one of the largest telecom operators in New Zealand, Qatar and South Africa.
He is responsible for leading operations, executing business strategy and ensuring operational excellence.
His strengths lie in the areas of Digital, Global Technology Support, Customer Support, Account Management, P&L Management, Education and Training, Benchmarking, Program Management, Strategic Planning and Organizational Transformation. He is COPC certified registered coordinator for CSP, Certified Lean Sigma Professional and Certified Grow More Coach.
On the personal front, Sanjay loves spending quality time with his wife, twin daughters and parents. Beyond work, his interests lie in exploring new places, watching movies, playing sports, listening to music and photography.
Zillah DeSouza is the Business Leader for the Australia Business Unit of Tech Mahindra Business Services.
Her strengths lie in the areas of Customer Management and CX along with the back-office operations including email automation, complaint management, webchat, and social media. She specializes in Digital CX though her vast experience in these strategic and operational roles.
On the personal front, Zillah loves traveling, reading, fitness workout and yoga.
Rajesh Bhatia is the Business Leader for the Ireland Business Unit of Tech Mahindra Business Service, managing the offshore and onshore customer relationship management operations for one of the largest telecom service providers in Ireland.
Part of the founding team that set up TechMBS in its earlier incarnation as a captive customer support centre supporting customers across Europe & Australia, Rajesh initially led the development of the Automation & Software Development function. In this role, he was instrumental in overseeing the design and development of over 150 business support tools that have helped drive operational efficiencies.
His strength lies in building and managing Customer Support operations & Service Delivery functions. His portfolio includes both voice and non-voice operations of Customer Service, Technical Support both 1st & 2nd Line, Tele Sales, Collections, Fraud Control, Transaction Processing and Back Office. With in-depth expertise in Business Process Management, Rajesh has played leading roles in both in captive and outsourced operations.
Kunal Dayal is the Senior Vice President for Operations Support at Tech Mahindra Business Services. She has over 15 years of experience in Operational Planning, Design and Delivery in the customer relationship management industry.
Kunal is responsible for all the support departments which are a primary interface between the operations and our clients.
She oversees the seamless delivery of support capabilities comprising of Change Management, Programme Management Office, Business Intelligence, Business Finance, Internal Audits, Work Force Management, Business Readiness Testing & Systems, Monitoring and Continuous Improvements as well as Learning.
Having joined the organization in 2002, her blend of people management skills and operational excellence has delivered proven results to the business.
In her personal time, Kunal is a food connoisseur and enjoys globetrotting with her husband and son. She is passionate about running and of late, is huge on Instagram with her cooking escapades.
Paresh Varma is the Senior Vice President for Operations at Tech Mahindra Business Services. He has operational responsibility for Voice and Digital Operations for the end-to-end life cycle management, spanning from customer support to commercial vertical.
His key responsibilities include 'Improving Customer Experience' and driving down Customer Complaints. It also includes achieving the 'Commercial goals' like, Bad Debt Management through Collections, reducing Customer Churn, Meeting and Improving Revenue and Margin goals (ARPU, AMPU) through Retention.
His responsibility for the E-services team includes 'Providing World-Class Digital Services Options' to customers apart from managing the E-services Operations.
In his personal time, Paresh enjoys Trekking.
Avinash Panchal is the Vice President for the Information Technology, Application Testing, Automation & Software Development. He has been associated with TechMBS for over 10 years.
He started his journey in TechMBS with Process and Change and then moved on to establish Systems Delivery and Business Readiness Testing function.
Avinash holds a Post Graduate Diploma in Business Administration. Under his leadership, many business critical IT projects and systems have been successfully deployed across multiple geographies. He has been instrumental in bringing Enterprise Mobility to TechMBS.
Beyond work, he loves travelling, photography and sports.