Sankar Narayan S

Global Business Services India Site Head Smith and Nephew

Sankar Narayan is a senior executive with 30+ years experience working for Fortune 500 organizations with expertise around strategizing and executing Global business service models for large organizations. A seasoned executive who combines strategies and executes complex strategic plans across multi geography/Multi cultural matrixed environment. Sankar as managed globally diverse teams and has hands on leadership style and has significant exposure in setting up shared services grounds up, developing target operating models, building, and scaling digital operations and driving transformation across functions in multiple domains. Sankar started his career with L&T and has worked in startups, Large captives and large service provider organizations. Sankar is currently the India head for Smith and Nephew's Global Business Services division and a member on the board in the GBS entity.

Main Conference Day One – Wednesday, 23 April 2025

12:10 PM Moving Closer to the End Customer with Positive Customer Experience

As GCCs and GBSs mature year on year, they are focusing on customer-centricity to drive value creation. 32% of SSOW India 2024’s attendants responded that it [customer centricity] is a part of their vision to redefine their centre in the next 10 years. 25% of the survey’s responded indicated that they are looking to improve customer experience with Generative Ai. 

• Exploring effective metrics and tools for assessing customer satisfaction

• How can GCCs support front office operations with work that impacts the end customer? 

• Establishing customer specific KPIs 

Check out the incredible speaker line-up to see who will be joining Sankar.

Download The Latest Agenda