HARPREET GHAI
Summary
Accomplished and results-driven Program Management leader with over 20 years of experience in managing and delivering large-scale transformation programs. Skilled in leading cross-functional teams, leveraging agile methodologies, and building strong relationships with internal and external and stakeholders .
Overview
22
22
years of professional experience
Work history
Global Consumer Relations Director
Haleon
07.2023 - Current
- Governed and transformed Haleon's Consumer Relations function spanning 82 countries through a hybrid model that involves management of business partners and an in-house team of Program Managers and Business Analysts
- Assessed and implemented digital initiatives using Agile Sprints that addressed the unmet needs of Haleon's consumers and future needs of the organization.
- Generated actionable insights and support marketing services online and offline.
- Delivered best-in-class service in a regulated environment through an audit ready Omni channel infrastructure.
Global Consumer Relations Director
GSK Consumer Healthcare
11.2021 - 06.2022
- Governed and led the Global operations for GSK's Consumer Relations Function through a PMO set up.
- Led 'Separation/Demerger' of GSK's Consumer Health business from it's parent organization.
- Drove the digital transformation agenda to improve and delight GSK's consumers and customers worldwide.
- Renegotiated contracts with existing vendors for improved costs and timely results.
Consumer Relations Director, AMEA
GSK Consumer Healthcare
06.2015 - 10.2021
- Program managed the JV (Join venture) between GSK and Pfizer's Consumer Relations functions.
- Led the divestment of GSK's nutrition portfolio consisting of brands like Horlicks and Boost across 20+ countries to Unilever.
- Led the team through complex enterprise-wide technology and process integrations.
- Identified and deployed CX improvement projects across Asia Middle East and Africa
- Coordinated programme projects and management of interdependencies with oversight of risks and issues.
Consumer Relations Director, APAC & Latin America
GSK Consumer Healthcare
10.2013 - 05.2015
- Built, scaled and governed the set-up of the Consumer Relations Function within GSK.
- Program managed the technology roll out of (SFDC) saleforce.com's CRM platform and British Telecom's cloud-based telephony across 50+ markets globally.
- Led the PMO efforts to manage the Joint Venture objectives with Novartis.
- Collaborated cross functionally with internal and external teams to develop and implement customer centric initiatives.
Head of Transformation, APAC
CEVA logistics Asia Pacific Holdings Pte. Ltd
05.2011 - 09.2013
- Led deployment of CEVA's largest Business Transformation program across Asia Pacific to integrate two global 3rd party logistics organizations (Eagle & CEVA)
- Drafted and executed the successful deployment of multiple process & system deployments across 14 countries in the Asia Pacific region.
- Set up a Shared Service Centre (Customer Service, Finance & Compliance) to improve performance, drive efficiencies and delivered savings of ~ SGD 1m per annum.
- Managed project budgets and monitored program expenses against delivered and realized program benefits.
Senior Manager
Dell Services
04.2010 - 04.2011
- Program Managed the transformation of the Applications Support Center group (Operations IT & Corporate Center) for UBS, a leading Swiss Investment Bank
- Managed a team of 75 IT professionals to support the banks applications and infrastructure
- Responsible for growth in revenues, operational excellence, service delivery, stakeholder management and on-boarding new projects.
Asst General Manager
Concentrix, Aditya Birla Minacs Worldwide
Bangalore
03.2008 - 04.2010
- Managed the Back Office operations and Contact Centres in the Healthcare and Financial Services vertical
- Responsible for growth in revenues, gross margins and developing business opportunities with existing and new clients
- Primary point of contact for all Strategic business/ contract negotiations and Operation related escalations
Key Account Manager
Dell Services, Perot Systems Business Process Solutions
Chennai
08.2005 - 03.2008
- Led back-office operations for a large cloud-based Practice Management Organization
- Set up contact centres across multiple sites in India and the Philippines to deliver efficient revenue cycle processes and patient engagement services
- Manage account level P&L, forecasting, operations, and resources.
Head of Program
247 AI
Bangalore
04.2001 - 08.2005
- Managed global contact center operations for ‘Fortune 500' clients
- Collaborated closely with leaders and subject matter experts across boundaries (Sales & Marketing, IT, Finance, HR
- Asset Management, Legal) in the implementation of programs and policies
- Transitioned business processes across Insurance, Banking, Telecom & Healthcare from the US, UK and Canada to sites in Bangalore
Education
Post Graduate Diploma - Digital Business
Columbia Business School
Aircraft Maintenance Engineering -
VSM Aerospace
Consumer Neuromarketing -
Nanyang Business School
Prince 2 Project Management, Practitioner level -
APMG International
Skills
- Program Management
- Customer experience
- Governance
- Mergers & Acquisitions
- Insights
- Transformation
- Service Delivery
- Strategy
Timeline
Global Consumer Relations Director
Haleon
07.2023 - Current
Global Consumer Relations Director
GSK Consumer Healthcare
11.2021 - 06.2022
Consumer Relations Director, AMEA
GSK Consumer Healthcare
06.2015 - 10.2021
Consumer Relations Director, APAC & Latin America
GSK Consumer Healthcare
10.2013 - 05.2015
Head of Transformation, APAC
CEVA logistics Asia Pacific Holdings Pte. Ltd
05.2011 - 09.2013
Senior Manager
Dell Services
04.2010 - 04.2011
Asst General Manager
Concentrix, Aditya Birla Minacs Worldwide
03.2008 - 04.2010
Key Account Manager
Dell Services, Perot Systems Business Process Solutions
08.2005 - 03.2008
Head of Program
247 AI
04.2001 - 08.2005
Post Graduate Diploma - Digital Business
Columbia Business School
Aircraft Maintenance Engineering -
VSM Aerospace
Consumer Neuromarketing -
Nanyang Business School
Prince 2 Project Management, Practitioner level -
APMG International
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