Divya Dutta
CX , Information And Communication Technology Professional
Petaling Jaya
Summary
Accomplished and visionary COO with over 25 years of experience in the Information and Communication Technology (ICT) sector. Proven track record of driving growth, leading innovation, and managing high-performance teams. Expert in strategic planning, digital transformation, and operational efficiency. Adept at building strong relationships with stakeholders and steering companies toward sustainable success.
Overview
18
18
years of professional experience
7
7
years of post-secondary education
2
2
Certifications
Work History
Chief Operating Officer
Teleperformance
04.2022 - Current
- Lead operations for a $10 billion global Digital Integrated business service company, achieving a 30% annual growth rate over the last two years.
- Expanded market presence in APAC resulting in a 20% increase in international business
- Fostered a culture of innovation, leading to the development of several innovative products and services.
- Established strategic partnerships with key industry players, enhancing the company’s competitive edge.
- Refined organizational structure to consolidate, streamline, and delineate necessary functions.
- Represented organization at external meetings and events to promote and build relationships with key stakeholders.
- Identified and mitigated operational risks to minimize potential negative impacts on organization.
- Identified and pursued business development opportunities to grow organization and increase revenue.
- Negotiated contracts and agreements to secure favorable terms and maximize profits.
- Monitored and analyzed industry trends to identify opportunities for organizational growth and competitiveness.
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
- Evaluated emerging technologies as potential tools for enhancing business processes or improving overall performance.
- Managed budgets and financial forecasting to ensure fiscal responsibility and maintain profit margins.
- Implemented innovative solutions to drive continuous improvement in product quality and customer satisfaction.
- Directed technology strategy and innovation, aligning IT initiatives with business goals.
- Spearheaded digital transformation initiatives, increasing operational efficiency by 30%.
Global Head of Sales
Scicom MSC Bhd
12.2018 - Current
- Develop and execute sales strategy across channels and offerings
- Expanding the footprint into new geographies
- Deliver differentiated value propositions that create new revenues streams
- Responsible for Strategic partnership leveraging experience of Capital fund raising
- Achieved ~135% growth in new business in 2 years by leveraging existing relationship with global client.
Chief Operating Officer
Aegis Malaysia
01.2014 - 10.2018
- Spearheading the cross-shoring business model in Malaysia for all Asian countries
- Achieving headcount growth from 800 to 3,500+
- Achieved 5X Growth in Revenue & 10X growth in EBITDA
- Achieving ESAT score of > 85% with participation from > 90% resources.
Vice President Operations
Aegis Ltd
10.2009 - 12.2013
- Entrusted with responsibility of handling relationship, service delivery & growth for Telecom and IT service provider across India & Sri Lanka, contributing 40% of the overall India domestic business.
- Drove several initiatives to strengthen the client relationship and drive business growth, achieving a headcount growth from 2,500 to 10,000 people
- Increased the business presence from 2 locations to 10 within India to and acquiring new business in Sri Lanka
Head of Collections & Recoveries
Global Vantedge
03.2006 - 09.2009
- Led a team of 1,500+ people across different geographies & businesses including Bankcard, Auto Financial & Telecom for US, UK & Australia.
Education
B-Com H (Bachelor of Honors) -
University of Delhi
01.1993 - 04.1996
Diploma (Computers) - undefined
NIIT
01.1993 - 04.1996
Skills
Leadership and Teamwork
Operational excellence
Risk Management
Capital Fund Raining
Business Process Improvement
Critical thinking and problem solving
Client Relationship Management
Strategic Planning
Business Development
Certification
Certified Green Belt, 2011
CSR
- Piloting the CSR initiative of employing visually impaired
- Participated in initiative driven by Khazana- Teaching Students in government schools
Industry Forums
- EXCOM member of OM - "Outsourcing Malaysia"
- Member of Contact Centre Association of Malaysia
- Member of Contact Centre Association of Singapore
Personal Information
Nationality: Indian
Workpermit
Malaysia, 2025
Languages
English
Hindi
Awards
- Malaysia Top Achievers award, 2017
- Master Class Achiever of the year, Malaysia, 2016
- Employee of the year, Global Vantedge, 2003
- Employee of the year, Global Vantedge, 2004
Timeline
Chief Operating Officer
Teleperformance
04.2022 - Current
Global Head of Sales
Scicom MSC Bhd
12.2018 - Current
Chief Operating Officer
Aegis Malaysia
01.2014 - 10.2018
Vice President Operations
Aegis Ltd
10.2009 - 12.2013
Head of Collections & Recoveries
Global Vantedge
03.2006 - 09.2009
B-Com H (Bachelor of Honors) -
University of Delhi
01.1993 - 04.1996
Diploma (Computers) - undefined
NIIT
01.1993 - 04.1996
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