HeroITES: Leadership Team

Rakesh Khorana – Vice-President, Operations

As Vice-President, Operations, Rakesh Khorana has been responsible for entire Operations at HeroITES. He is also responsible for Quality, Training & Logistics. As a member of the Leadership Team, he is actively involved in all strategic decisions of the Company. Rakesh has work experience of around 12 years in diverse domains such as Business Development, Quality & Training, Process Re-engineering, Operations and Client Services.

During his last assignment, Rakesh worked as AVP (Client Services) with vCustomer where he was responsible for identifying business growth opportunities and managing client relationships and Service Delivery for tech helpdesk accounts of Fortune 100 companies. Prior to this engagement, he had worked as AVP, Quality and Training, leading a team of 200-plus Quality team members and over 45 Training team members at vCustomer, Delhi and Pune. At vCustomer, he was the Management Representative (MR) and Six Sigma Champion.

Rakesh had been instrumental in establishing an independent Quality and Training Organization at vCustomer. He had set up highly effective Quality Management Systems for all processes at vCustomer, as well as a Business Excellence team. He had also launched Six Sigma, ISO 9001:2000, Kaizen, Business Process Re-engineering and Quality Circles initiatives.

He also led a process outsourced by a Fortune 100 client employing 1400 associates to become the best global vendor on customer satisfaction scores for three consecutive quarters.

Rakesh started his career with TATA Motors where he was a fast tracker. His experience with the TATAs included process and productivity improvement, Quality Assurance, and Operations. He was the ISO Quality System document manager and got his grounding in TQM initiatives at TATA Motors. He led cross functional team for Kaizen activities that resulted in 75% reduction in work-in-process inventory and 35% improvement in productivity.

Rakesh is a BE (Bachelor of Engineering) from the BIRLA Institute of Technology, holds a post graduate Diploma in Business Management from XLRI, Jamshedpur with specialization in Finance & Marketing. He has also done Post-graduation in Management from ISB, Hyderabad with specialization in Analytical Finance and Strategic Marketing. He is also a qualified Six Sigma Black Belt and a certified Lead Auditor for ISO 9001:2000.