2025
Independent Consultant, CX & Business Development
Cogent Innovations (P) Ltd
CRM strategy advisory grounded in field-level operational experience.
About Me
Career, background and the operating experience behind the governance.
“Every service-intensive business carries a risk that most boards underestimate — the gap between what leadership believes is happening on the ground, and what actually is.”
Thirty-six years across Whirlpool, TVS Electronics, Royal Enfield, and Medall Healthcare — building the service operations, governance structures, and people frameworks that boards depend on but rarely see. Certified Independent Director (IICA), with an operator’s view of risk, not a theorist’s.
Career Journey
2022–2025
Consultant, Head of People Organisation
Learnship Technologies, Chennai
Built HR governance and retention frameworks for a fast-scaling technology company.
2015–2021
Senior Vice President, Operations
Medall Healthcare Pvt Ltd, Chennai
Delivered one of Tamil Nadu's earliest private RT-PCR programmes; governed multi-city lab and radiology operations to ISO and NABL standards; managed a state government PPP in Andhra Pradesh.
2000–2015
General Manager, Operations & Business Development
TVS Electronics, Chennai
Built and governed a field service network across 500 towns; secured Lenovo, Dell, Blackberry, Htc, Huawei and NCR as service partners; maintained 30%+ of India's installed ATM and POS terminal base.
1998–2000
Senior Manager, Operations
Eicher Limited (Royal Enfield), Chennai
Led workshop upgrades for the AVL lean-burn engine transition; built the plant test facility to ARAI standards.
1988–1998
Manager, Operations
Whirlpool of India Limited, Delhi
Built field service operations from the ground up across multiple geographies; named to the top 50 leaders of Whirlpool of India in 1996.
Core Capabilities
- 01Service Operations Governance
- 02Customer Experience (CX) Governance
- 03People Strategy & Talent Governance
- 04New Business Development
Signature Numbers
36
Years in service operations leadership
500
Towns covered in the field service network built at TVS Electronics
30%+
Of India's installed ATM and POS terminal base maintained
5
Industries spanning the career
Education
- Bachelor of Engineering, Mechanical EngineeringBangalore University, 1984–1988
- Management in Marketing & StrategyThe Open University Business School, UK, 2003–2004
- Executive Programme, Leadership SkillsIndian School of Business, 2005
Why work with me
Strongest board fit sits at the intersection of service operations governance, people strategy, and operational risk — with natural alignment to Nomination & Remuneration and Risk Management committees. This is governance built from thirty-six years of field accountability, not theory: SLA design, vendor governance, crisis operations, and people systems, tested across five industries and proven at SVP and GM level with direct board reporting responsibility.
Current Focus
Actively seeking Independent Director and advisory roles with growth-stage companies in consumer services, healthcare diagnostics, and technology services.