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|image= Arnab Sen.jpeg | |image= Arnab Sen.jpeg | ||
|nationality=Indian | |nationality=Indian | ||
| | |profession=Senior Operations Manager | ||
|known_for=Global BPO & KPO Operations, AI-Led Automation, Process Optimization | |known_for=Global BPO & KPO Operations, AI-Led Automation, Process Optimization | ||
|years_active=2014 – Present | |years_active=2014 – Present | ||
Revision as of 06:35, 15 December 2025
Arnab Sen is an Indian senior operations leader with over twelve years of experience in global business process outsourcing (BPO), knowledge process outsourcing (KPO), and AI-enabled service delivery. He is widely recognized for his expertise in operational transformation, AI-driven automation, and large-scale team leadership across multiple international markets.
Sen has played a key role in building scalable, high-performance service models for global clients across the United States, United Kingdom, Canada, Australia, Israel, and the APAC region. With a strong foundation in Lean Six Sigma and Agile project management, he is known for aligning operational excellence with business growth, client satisfaction, and technology-led innovation.
His career reflects consistent progression into senior leadership roles, managing complex operations, global stakeholders, and AI-integrated service lines while maintaining strong governance and performance standards.
Early Career and Professional Growth
Arnab Sen began his professional journey in 2014 as a Customer Support Executive at Transact Global BPO Services Pvt. Ltd. His responsibilities included handling inbound customer support, sales-driven campaigns, and non-voice email processes. This early exposure to frontline service delivery provided him with a deep understanding of customer experience management, service-level metrics, and operational discipline.
Through consistent performance and leadership capability, Sen progressed into roles such as Floor Supervisor, Team Leader, and Assistant Operations Manager. Between 2016 and 2019, he managed daily operational performance, monitored team KPIs, handled escalations, and coordinated with clients. During this period, he also contributed to project execution, workforce planning, quality governance, and continuous improvement initiatives.
Leadership Roles and Operational Impact
In 2019, Sen joined G7 CR Technologies India Pvt. Ltd., later rebranded as G7 Teleservices Pvt. Ltd., as Assistant Operations Manager. In this role, he was responsible for budgeting, cost variance analysis, workforce planning, and performance optimization. He worked closely with senior leadership and board members to support operational strategy, business continuity planning, and long-term organizational objectives.
In 2021, he was promoted to Operations Manager, where he led large, multi-skilled contact center operations. His responsibilities included managing client KPIs, service-level agreements, quality benchmarks, and revenue targets. Sen oversaw peak retail operations, strengthened client engagement models, mentored operations managers, and drove continuous process improvements across multiple accounts. His leadership during this phase demonstrated strong commercial acumen, accountability for profit targets, and the ability to translate business strategy into operational execution.
Global Operations and Client Engagement
Between 2023 and 2024, Sen served as Operations Manager at Expertcallers Pvt. Ltd. (Flatworld Solutions Pvt. Ltd.), where he spearheaded international projects for clients in the United States, United Kingdom, and Canada. He acted as the primary point of contact for global brands including Capgemini America, Spectrum US, SEB Mortgage, and Global Brands Magazine.
His scope covered end-to-end project lifecycle management across inbound, outbound, and email support channels. Responsibilities included contract negotiation, client expansion, performance analytics, dashboard reporting, compliance audits, and cross-functional collaboration with sales, marketing, and quality assurance teams. During this tenure, Sen played a key role in identifying new business opportunities and strengthening long-term client partnerships.
Senior Operations Leadership and AI Integration
In 2024, Arnab Sen joined Indivillage Tech Solutions (Machani Group) as Senior Operations Manager, marking a significant phase in his career focused on AI-led service transformation. In this role, he designs and implements global operational strategies, leads large cross-functional teams, and integrates advanced AI and automation solutions to reduce manual intervention and improve scalability.
He manages a diverse portfolio of high-profile clients, including Doordash (United States, Canada, and Australia), Amazon, Alegion, Overstory, Farmwise, and Taranis (Israel). His work spans AI model training, data proofing, and computer vision services. Sen has been actively involved in launching new AI-driven service lines, revising revenue models, supporting business development initiatives, and ensuring zero-escalation delivery through robust governance frameworks and KPI management.
Expertise and Professional Recognition
Arnab Sen is a Lean Six Sigma Black Belt–certified professional with demonstrated expertise in process optimization, cost reduction, KPI analytics, and service excellence. He is skilled in leveraging Generative AI tools and Microsoft 365 Copilot to modernize customer service workflows and operational reporting.
Known for leading large teams of 500 to 1000 professionals, Sen has consistently driven productivity, employee engagement, and low attrition rates across organizations. His leadership style emphasizes accountability, data-driven decision-making, and sustainable operational growth.
Education and Certifications
Sen holds a Bachelor of Business Administration (BBA) from Glocal University, Delhi, and a Diploma in Electrical & Electronics Engineering. His professional certifications include Lean Six Sigma Black Belt, Agile and Scrum methodologies, AI for organizational leaders, customer service excellence, and project management from globally recognized institutions.
Personal Interests
Outside his corporate leadership role, Arnab Sen has a strong interest in website and CRM design and maintains multiple personal and portfolio websites. He is actively engaged in continuous self-development through motivational content, leadership learning, and professional growth initiatives.