POOJA GUPTA
Manila,Philippines
Summary
Global Operations Executive experienced in leading and scaling multi-country service delivery across healthcare insurance and banking sectors. Delivered measurable improvements in cost, quality, and customer experience by strengthening governance and risk controls while managing P&L for multi-site programmes. Utilised AI-enabled analytics and automation to enhance throughput and forecasting accuracy, driving informed operational decision-making.
Overview
2027
2027
years of professional experience
Work History
Site Head
Principal Global Services
Manila
06.2024 - Current
- Advised top management and supported board of directors' discussions, providing strategic insights and recommendations.
- Co-manages entity profit and loss with finance oversight for budgets.
- Owns transparent pricing models for delivery services and cost optimisation levers.
- Leads cross-divisional alignment and acts as local brand representative in community.
- Establishes contingency plans for business continuity and onsite crisis responses.
- Enforces compliance for PCI, IT security, fraud, and labour laws.
- Monitors shared service KPIs and tackles problem areas with governance.
- Collaborated with HR to enhance employee engagement and foster a positive culture onsite.
Corporate Vice President – Healthcare Operations
WNS Philippines
11.2023 - 04.2024
- Owned USD 50M+ P&L, forecasting, and margin delivery; partnered with sales/solutions to support healthcare growth strategy.
- Directed 1,500+ FTE healthcare operations across the Philippines, India, and Costa Rica, aligning service delivery, workforce, and performance management to client SLAs.
- Transformed two underperforming businesses, restored service metrics, and facilitated growth of +74 FTE through targeted performance recovery initiatives.
- Co-led design of solutions and RFP/RFI responses as healthcare domain lead, defined operating model, staffing requirements, and transition strategy.
Associate Vice President – Operations
Sagility Healthcare Philippines
08.2016 - 09.2023
- Owned P&L, forecasting, and invoicing while scaling operations 4x+ from 150 FTE to 700+ FTE, onboarding four new client programs.
- Led multi-client US healthcare operations (customer service; back-office processing), ensuring SLA attainment, compliance, and client governance. including medical billing, claims processing; status update and denial resolution to optimize cash flow
- Drove automation and digitisation initiatives, achieving 30% call deflection to enhance overall experience and reduce operational costs.
- 50% improvement in NPS/ CSAT for member calls.
- Streamlined processes, to drive 15% increase in collection of unbilled
- Ensured “Zero” penalty payouts through the contract lifecycle through implementation of stringent performance governance measures
- Established strong leadership pipeline through structured succession planning and talent development, ensuring future organisational stability and capability.
- Built strong leadership pipeline through structured succession planning and talent development.
Process Delivery Head – Operations
Mphasis (An HP Company)
03.2013 - 04.2014
- Led UK General Insurance claims operations (400+ FTE).
- Facilitated CXO-level governance to meet and deliver contractual productivity commitments.
- Maintained compliance with UK FSA regulatory requirements, safeguarding operational integrity.
Associate Vice President – Operations
Bank of America – Continuum Solutions
07.2006 - 10.2012
- Oversaw credit risk, operational risk, incident management, change management, and BCP to ensure compliance and mitigate potential operational disruptions.
- Delivered USD 1M cost savings through Kaizen and Six Sigma initiatives.
- Transitioned and led US mortgage servicing operations across India, managing 350+ FTE to enhance service delivery and operational efficiency.
Manager – Operations
Mphasis BPO
07.2002 - 03.2006
- Achieved 110% of revenue target while supporting enterprise COO initiatives to drive organisational growth.
- Led banking and insurance transitions, automating 35–40% of back-office processes to streamline operations and improve service delivery.
- Scaled Canadian retail banking operations, enhancing capacity from 25 to 250+ FTE to meet growing demands.
Team Leader, Operations
HCL BPO Services Ltd.
Team Leader, Operations
Orion Dialog Pvt. Ltd.
Education
Bachelor of Commerce -
Delhi University
Skills
- Global operations leadership; Site leadership; GCC growth partner ; P&L management; Workforce management; Service delivery; Client governance; Transition management; Healthcare operations (payer/provider); Insurance & Banking operations; Process optimization; Lean Six Sigma; Automation and digitization; Risk and compliance; Business continuity (BCP); Performance management; Talent development
- Site management
- Communication excellence
- Project management
- Compliance governance
- Risk assessment
- Business continuity
- Crisis response
- HSE safety requirements
- Cross-functional alignment
- Employee engagement
- Team leadership
- Budget control
- P and L
- Stakeholder management
- Budgetary control
- Customer engagement
- Risk Management
AWARDS & RECOGNITION
Best Vendor Partner – Operational Excellence (Client Award), Best Director – Healthcare Operations, Medallion Award – Bank of America (Top 2% globally, two years), Kaizen Award – Process Excellence & Six Sigma
ADDITIONAL INFORMATION
- US Visa valid until Jan 2027
- References available upon request
Timeline
Site Head
Principal Global Services
06.2024 - Current
Corporate Vice President – Healthcare Operations
WNS Philippines
11.2023 - 04.2024
Associate Vice President – Operations
Sagility Healthcare Philippines
08.2016 - 09.2023
Process Delivery Head – Operations
Mphasis (An HP Company)
03.2013 - 04.2014
Associate Vice President – Operations
Bank of America – Continuum Solutions
07.2006 - 10.2012
Manager – Operations
Mphasis BPO
07.2002 - 03.2006
Team Leader, Operations
HCL BPO Services Ltd.
Team Leader, Operations
Orion Dialog Pvt. Ltd.
Bachelor of Commerce -
Delhi University