Available now — roles & consulting

Mumbai — Enterprise transformation · Operations · AI

Large operations, run properly.

Fifteen years inside enterprise service delivery — telecom, travel and business services. I lead the teams, fix the process, and put in the systems that make the fix hold after everyone has moved on.

Get in touch See the track record

Mumbai · IST (UTC+5:30) · I reply within a day

Aniruddha Dasgupta, business operations and transformation leader, Mumbai
Aniruddha Dasgupta  /  Transformation · Operations · AI
0 Years in operations
0 Associates supported
on one account
0 Years at Tata
Consultancy Services
0 Industries — telecom,
travel, hospitality, services
Tata Consultancy ServicesDelivery Telstra AustraliaEnterprise account UltimatixEscalation ops Tech MahindraOperations Dynamic TravelsTransformation Sanlam InvestmentsCommercial Blue Water AlcoBevRegional sales Animus GamingFounding

About

The unglamorous part is the part that matters.

I've spent most of my career inside operations that can't afford to go down — enterprise telecom support, service delivery for global accounts, and more recently the business side of transformation projects.

Nine of those years were at Tata Consultancy Services in Mumbai. First on the Telstra Australia account, running quality, coaching and SLA governance across roughly 200 associates serving enterprise customers. Then leading specialist escalation operations for Ultimatix, working across HR, IT, procurement and SAP Ariba, and building the reporting that leadership actually acted on. Across both accounts I also carried customer success: account health, retention conversations, and being the person clients escalated to when something had gone wrong.

In early 2026 I joined Dynamic Travels as Chief Business Officer. I owned a CRM implementation end to end from the business side — requirements, workflows, priorities, UAT — alongside a website rebuild and a full set of SOPs across sales, operations, marketing and support, and stayed on as an advisor to the leadership team through May 2026.

What I care about is whether a process still holds when the person who wrote it leaves. So I write documentation people will actually open, coach the team that has to live with the change, and keep the numbers honest enough to make decisions from.

Away from work
Certified Level 1 mountaineering instructor. Former national-level footballer and competitive swimmer. Both taught me the same lesson about pacing and preparation.
Certified
Generative AI — NSDC, Government of India. AI Generalist — OutSkill.
Languages
English, Hindi, Bengali.

Track record

Working backwards, from now to 2007.

  • Feb — May 2026
    Chief Business Officer & Business Transformation Consultant
    Dynamic Travels (Shinto Pvt. Ltd.)

    Business owner for the CRM implementation, website modernisation and company-wide SOPs, then on-call strategic advisor.

  • 2019 — 2026
    Project Lead / Process Lead / Customer Success Manager
    Tata Consultancy Services — Ultimatix

    Specialist enterprise escalation operations, and the customer success relationship with the business units depending on them. Liaison across HR, IT, procurement and SAP Ariba; MIS dashboards and RCA.

  • 2016 — 2019
    Customer Success Manager / Process Lead / Trainer
    Tata Consultancy Services — Telstra Australia

    Customer success and operational leadership for roughly 200 associates serving Telstra's enterprise customers from the Mumbai delivery centre — account health, retention and the escalations that reached me.

  • 2015 — 2016
    Process Associate
    Tech Mahindra Business Services

    Three UK customer operations — SLA adherence, customer experience and new-associate onboarding.

  • 2011 — 2015
    Founder
    Animus Gaming

    Built an experiential gaming and events venture — business development, partnerships, vendors and commercial operations.

  • 2010 — 2011
    Marketing Associate
    Sanlam Investments

    Marketing initiatives, client engagement and business development.

  • 2008 — 2010
    Event Manager
    Dimensions

    End-to-end event operations, vendor coordination and client delivery.

  • 2007 — 2008
    Regional Sales Head
    Blue Water AlcoBev

    South Mumbai region. Grew hospitality partnerships and opened opportunities in the domestic airline sector.

What I do

Four things I get called in for.

Delivery & CS

Service delivery & customer success

SLA governance, quality, coaching and escalation management for teams in the hundreds — plus the client-facing half: account health, retention and being the escalation point when it matters.

Change

Transformation from the business side

CRM and digital projects owned by the business, not handed to a vendor. Requirements, workflows, UAT — and the adoption work that decides whether any of it survives launch.

Process

Process & governance

SOPs, root-cause analysis, access and onboarding controls, MIS dashboards and executive reporting that answers the question actually being asked.

AI

AI where it earns its place

Practical assistant workflows for reporting, documentation and first-draft analysis. Trained through NSDC and OutSkill — and sceptical of pilots that never leave the pilot.

Customer success CRM implementation SAP Ariba Power BI Advanced Excel UAT SOP development MIS & dashboards Change management Stakeholder management Prompt engineering

Contact

Tell me what's not working.

I'm available now — for a permanent role, or as a consultant to teams who need the operations side sorted. Happy to talk transformation strategy, AI integration or customer success. Based in Mumbai, used to working across time zones.

Send an email