Firstsource is managed by an experienced team of professionals drawn from across industries and cultures. The management team has specialists from diverse industries such as Finance, Banking, Telecom, Human Resources, IT services and BPO.
Matthew Vallance, Managing Director and CEO
Thomas J. Watters, President, Global Healthcare Solutions and CEO, North America
Aashu Calapa, President HR and Country Manager India
Carl Saldanha, Global Chief Financial Officer
Chandeep Singh, Executive Vice President, Process Excellence
Chandra Iyer, Executive Vice President & Head of Asia Business Unit
Sanjeev Sinha, Executive Vice President, Banking Financial Services & Insurance
Sanjiv Dalal, Chief Technology Officer
Santanu Nandi, Executive Vice President, Telecom and Media
Vrinda Walavalkar, Senior Vice President, Corporate Communications
Matthew Vallance
Managing Director and CEO
Matthew Vallance is Managing Director of Firstsource Solutions Limited. Since March 2009, he has been responsible for the company’s Telecoms & Media and BFSI businesses globally, prior to which he was responsible for establishing the company’s presence in the UK market. He joined Firstsource in 2002, through its acquisition of CustomerAsset, where he was part of the start-up management team in 2000.
Prior to joining CustomerAsset, he founded an offshoring advisory business, before which he held various leadership positions in the area of technology marketing and communications, including two years as head of the Indian subsidiary of Text 100 Plc.
Matthew holds a Diploma in Marketing from the Chartered Institute of Marketing and a Bachelor of Arts (Honours) degree in European Business Studies from Buckinghamshire Chilterns University College, UK
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Thomas J. Watters
President, Global Healthcare Solutions and CEO, North America
Mr. Watters joined the MedAssist team in 1999 and has been a key driving force behind the vision and growth of the Company. He has long been recognized as an industry thought leader with a focus on, and commitment to, organizational excellence and exceptional customer service. Mr. Watters has over 20 years of experience in the healthcare industry and has held key and progressive leadership positions in both the Provider community and within Firstsource, most recently as COO of the Healthcare vertical. Mr. Watters holds a Bachelor of Science degree in Accounting from the University of Kentucky.
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Aashu Calapa
President HR and Country Manager India
Aashu Calapa has over 20 years of experience in the human resources function. During his tenure at Firstsource, Aashu has spearheaded the company’s growth from 1000 employees to 24000 employees globally. Aashu became a part of Firstsource in 2002 with the acquisition of CustomerAsset. He is responsible at the corporate level for external affairs and for statutory compliance. Prior to Firstsource, Aashu has worked with Wipro Infotech, one of India's leading IT companies, heading the human resources activities.
Aashu holds a Master's degree in Personnel Management & Industrial Relations from the Tata Institute of Social Sciences (TISS).
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Carl Saldanha
Global Chief Financial Officer
Carl has over 20 years of rich experience in the financial services industry divided between Banking and Corporate Finance. He has handled a combination of fast moving, high impact, growth oriented CFO roles with leading corporates. In his previous role as CFO at Jet Airways, Carl has been instrumental in leading a very successful IPO (USD 450m) and the acquisition of Sahara Airlines. He has also been CEO of Chase in India, Director & Head of Corporate Relationships at Deutsche Bank and CFO of of Essar Oil.
Carl has an MBA from the Asian Institute of Management, Philippines and a B Tech (Electrical Engineering) degree from IIT, Mumbai.
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Chandeep Singh
Executive Vice President, Process Excellence
Chandeep Singh has 13 years of experience during which he has helped implement TQM & ISO 9000 in various industries including automobile, processing & telecom and delivered QNI (Quality Net Income) worth $4.0 mn from Six Sigma projects. He is the winner of Six Sigma and Business Deployment Leader of the year award at the India Times Group Awards 2008, Bangalore, India and Deployment Leader of the Year award at the 11th Annual Lean Six Sigma & Process Improvement Summit 2010, Orlando, USA.
Prior to joining Firstsource, he drove global metrics across BPO and call center operations as Director, Global Re-engineering Six Sigma in American Express. In General Electric (GE), he led the integration of Six Sigma with software systems compliant with CMMI level 5. Among other significant achievements, he used the DFSS approach to migrate and set-up GE's 1000 employee strong, finance and back-office operations in Dalian, China.
Chandeep holds a Master's degree in industrial engineering from the University of South Florida and a graduate degree in industrial engineering from the Thapar Institute in Patiala. He is also lead auditor accredited from Cranfield University and a certified Master Black Belt from General Electric.
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Chandra Iyer
Executive Vice President & Head of Asia Business Unit
Chandra Iyer has over 27 years of work experience and currently heads the Asia business at Firstsource. Prior to joining Firstsource, Chandra has worked within ICICI, today India’s largest private sector bank, as well as with ANZ Grindlays Bank and Standard Chartered Bank.
She has held several senior positions and managed numerous international and domestic business functions and projects in banking, technology, servicing and outsourcing.
Chandra has a Masters degree in commerce and a management qualification in finance.
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Sanjeev Sinha
Executive Vice President, Banking Financial Services & Insurance
Sanjeev Sinha has over 20 years of experience in diverse fields such as teaching, IT and business consulting, production and marketing. Prior to Firstsource, he worked for Sony Electronics, BISIL, IBM Global Services and i2 Technologies in the US, and for Castrol and Tata Steel in India.
Sanjeev has a PhD in business administration from the University of Illinois at Urbana-Champaign, a Post Graduate Diploma in Management (PGDM) from the Indian Institute of Management (IIM), Ahmedabad and a graduate degree in mechanical engineering from Birla Institute of Technology, Ranchi.
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Sanjiv Dalal
Chief Technology Officer
Sanjiv Dalal has over 20 years of IT experience in the areas of technology, customized technology solutions and IT infrastructure. As CTO, Sanjiv is the architect of Firstsource’s Technology strategy. Under Sanjiv's leadership, Firstsource (then ICICI OneSource) became India's first BPO company to benchmark its security practices with global security standards. In 2007, Firstsource joined the league of a handful global companies that have adopted the Virtual Infrastructure Technology - use of virtual desktop technology and use of remote desktop support.
Prior to joining Firstsource, Sanjiv was the founder and CTO of Customer Asset, one of the early BPO companies in India. He was also a founder and CEO of Zyfax, a CRM software company headquartered in Mumbai, which developed Customer Leverage, the software solution on which Firstsource offers its customer management services. His previous work experience includes telecom consulting and a stint with the civil services.
Sanjiv has a graduate degree from the Indian Institute of Technology (IIT), Mumbai.
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Santanu Nandi
Executive Vice President, Telecom and Media
Santanu Nandi has over 16 years of experience in various industries including the contact center and BPO, consumer finance, engineering and IT.
Santanu has been associated with the BPO industry since inception and has worked with global leaders like Accenture, Convergys, GE Capital and Godrej & Boyce leading projects for clients in the UK, USA, Australia and India. He was part of the customer contact center in Accenture and was responsible for aggressively growing the business. Prior to joining Accenture, he led the operations team at Convergys and was responsible for setting up Service Management for Convergys in India. He also led Business Transition and Operations for the contact center of GE Capital International Service in India.
Santanu has a Post Graduate Diploma in Management (PGDM) from the Indian Institute of Management (IIM), Lucknow and a graduate degree in mechanical engineering from SGSITS, Indore.
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Vrinda Walavalkar
Senior Vice President, Corporate Communications
Vrinda has over 18 years of combined experience in journalism and corporate communications and currently heads the Corporate Communication function at Firstsource. Prior to joining Firstsource, Vrinda has headed the PR functions at Enron India, Tata - AIG Insurance Cos & Reliance Infocomm. She has also been COO of Adfactors PR, a leading Indian PR agency. Her experience spans the entire gamut of corporate reputation management including media, investor & community relations, internal communication and crisis & litigation PR. She has experience of a wide variety of corporate sectors including Energy, Telecoms, Media, Banking & Financial services, Pharmaceutical and Manufacturing.
Vrinda has a Masters degree in Analytical Chemistry from Bombay University, India and a Masters degree in Biopharmaceutical Analysis from the Medical College of Virginia, USA.
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