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Smita Nair Jain

Senior Divisional Vice President at Sears Holdings Corporation, Adjunct Professor, Change Expert, Coach, Evolutionary Leadership, Guest Lecturer, Keynote Speaker, Mentor, Wife, Retail

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Smita Nair Jain's Bio:

•National and Global Leadership team member since 2001 with a proven track record of contributions to Leadership thought; and guidance to Executive Leadership   •A seasoned, high-integrity, thinking, innovative Leader and valuable       team player with extensive experience in heavily matrixed organisations       across diverse geographies, cultures and product / service lines   •Senior executive with verifiable year-after-year success achieving revenue, profit, and business growth objectives within start-up, turnaround, and rapid-change environments     •Highly successful in building relationships with upper-level decision makers, seizing control of critical problem areas, and delivering on organisational and customer commitments   •Customer-focused and performance-driven; strategized and implemented Customer Experience Enhancement programme for a leading multi-national in the BFSI world   •Led and motivated worldwide teams comprised of more than 2,000 employees and managed P&L for business divisions exceeding $400 million revenue   •Designed and led significant change management programmes in areas such as Leadership Transition, Integration following acquisitions / mergers; regulatory changes; Technology Transformation programmes   •Designed, implemented and governed Corporate Social Responsibility Programmes across Environmental & Social causes, rural development, Youth employability, and Community Investment programmes   •Significant exposure and management experience across multiple geographies in Australia, Asia, North America, UK and Continental Europe   •Designed, set up from scratch and managed large onshore, offshore and nearshore BPO Delivery centres with spans ranging from 5 to 3500   •Known for building and holding winning partnerships with internal and external stakeholders  thereby accelerating the pace of delivery and quality of results   • Strong communication skills; ability to hold honest dialogues; and  remaining consistently relevant, responsive and responsible to  stakeholders and their needs

Smita Nair Jain's Experience:

  • Senior Divisional Vice President at Sears Holdings Corporation

    October 2016 - Present | Hyderabad

  • Chief Operating Officer at Barclays Technology Centre India

    September 2013 - September 2016 | Pune

    • Responsible and Accountable for the Operations of the Bank’s largest Technology Delivery geography in the world; key member of India Leadership Team Areas of responsibilities include: • Strategic Planning, Programme and Change Management, Due Diligence, Location Strategy, Vendor Governance, Workforce Planning, Corporate Affairs & Corporate Communications, Corporate Real Estate Services, Risk, Compliance and Controls governance, Business Continuity, Company Secretarial activities and overall assistance to the CEO in the aggressive and successful growth of the company

  • Executive Director at Capita

    March 2010 - August 2013 | Mumbai

    • Managed team size of circa 2300; India Leadership team member; Lead member of Global Service Strategy Planning Unit • Developed an innovative operating model that was based on Continuous Improvement of Processes and the individual risk appetites of each of the clients • Successfully faced FSA and ARROW audits

  • Partner & Global Delivery Lead for Insurance BPO at Accenture

    September 2006 - February 2010 | Mumbai

    • Played multiple leadership roles on the Indian and Global BPO landscape of the organisation • Key member of the Indian and Global BPO Leadership Teams • Made Partner within 08 months of joining the firm; the first woman partner in the organisation’s BPO Outsourcing practice in Asia • Managed P&L of more than USD 400 m; • Acknowledged for designing and implementing the outsourcing and offshoring strategy for atleast 2 large European Insurance companies • Responsible and accountable for client satisfaction, delivery, people and profitability for global insurance deals operating from China, Philippines, France, Italy, Spain, Romania, Prague, India and North America • Formed coach and mentor of the APAC Women’s Leadership Development Forum; worked closely with the Global Leadership Development in content design implementation of the programme

  • Operations Director at Prudential

    March 2003 - October 2006 | Mumbai

    • A key member of the India Leadership team and Pru UK’s senior Management Team responsible for strategies impacting Policyholders and Market Intermediaries • Based in the UK for a year to lead a strategic and confidential product exit strategy project requiring deep networking with senior Pru stakeholders and UK regulators • Set up from scratch and built a robust offshore contact centre in Mumbai for Prudential UK • Managed operations on various complex and regulated products and high value transactions

  • Senior Vice President at MphasiS

    March 1999 - February 2003 | Mumbai

    • Set up from scratch and managed the BPO business across multiple locations in India and diverse client industries across diverse geographies in Asia, Europe, Australia and North America • Location Head for Pune operations; covering all areas of Operations, Accounts, P&L, Quality, Compliance, Finance, Human Resources and Administration in Pune • Designed, implemented and fortified organisational procedures such as Due Diligence, Knowledge transfer, Transition Control Frameworks • Transitioned up to 3000 FTEs work to Asian geographies from other geographies in North America, Australia and Europe • Lead Consulting project for a leading Japanese bank in their Siebel CRM implementation project and re-engineering their CRM Methodologies across all interface points such as ATM, OTC, Contact Centre (inclusive of IVR trees) and web world • Achieved ISO 9001:2000 certification (BVQI UK) for the organisation in the capacity of Management Representative

Smita Nair Jain's Education:

  • University of Pune

    1992 – 1994
    MBA
    Concentration: Marketing

  • University of Pune

    1989 – 1992
    BSc
    Concentration: Chemistry

Smita Nair Jain's Interests & Activities:

Evolutionary Leadership and Change Expert - Leadership Motivational Keynote Speaker - Visiting Faculty Guest Lecturer (Adjunct Professor) Deep Functional Knowledge - Both Theoretical and Practical. Speaks on: Business, Business in India, Change Management, Developing Leaders, Diversity, Entrepreneurship, Inclusive Development, Innovation, Leadership, Leadership Skills, Management Philosphies, Motivation, Resourcefulness, Rural Economy, Understanding India, Women Issues, Women's Empowerment




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