Terry Coutinho

A Journey Built on People, Purpose & Performance

Terry Coutinho’s story is one of growth — the kind that’s earned, not inherited. From answering calls on the floor in the 1990s to leading multi-country operations today, his journey reflects a deep belief: real transformation begins with people.

He started his career at Mobilink (DSS Mobile Communications) — one of India’s early telecom pioneers — where he first learned the rhythm of customer service and the power of empathy.

That grounding became his foundation through every chapter that followed: scaling operations at i2i Enterprise, leading global delivery for SITA (Airline Telecommunications), managing complex technology ecosystems at Tata Infotech, and later driving customer service excellence at Vodafone Essar and Reliance Communications.

Each move was a step forward — not just in position, but in perspective.

From Frontlines to the Boardroom

Over 27+ years, Terry has built, led, and transformed businesses across Telecom, BPO, Healthcare, and Collections, managing over ₹4,000 crore in cumulative Annual Recurring Revenues (ARR).

He has led large global operations as COO and Business Head — spanning the US, APAC, Philippines, Mexico, MEA, and SEA — managing complex business portfolios that demanded agility, governance, and precision.

Today, as Sr. Vice President – Global Operations & AI Omnichannel Services at XBP Asia / Exela Technologies, Terry leads transformation across Healthcare, Collections, Call Centers, Identity Management, and Lockbox Services.

• Delivered $37M+ in total business impact through revenue growth, AI integration, and operational efficiency.
• Built a $30M+ global RevOps pipeline within 12 months and secured the first $3M ARR new business in 12 years for the BU.
• Revived a zero-revenue Collections business into a $380K revenue stream.
• Elevated Healthcare automation accuracy from 65% → 83%, replacing traditional bots with AI-powered autonomous coding.
• Launched SilentOps Automation in APAC with a projected $2.9M SOM.

The Leadership Style That Scales

Terry is known as a builder of businesses and people. His leadership combines data discipline, empathy, and strategic foresight, helping organizations move from chaos to rhythm, from activity to achievement.

He’s turned loss-making businesses profitable without reducing headcount — proving that transformation doesn’t always start with cutting costs, but with unlocking human potential.

He’s equally known for his ability to attract and empower top talent, building self-sustaining teams that perform with ownership and precision.

A Global Operator with Local Wisdom

With hands-on experience managing delivery across onshore, nearshore, and offshore locations, Terry brings a global lens to every challenge — balancing performance, compliance, and customer trust across markets.

He has a proven record of leading operations for regulated industries while designing growth playbooks that work across regions and business cycles.

His career spans iconic organizations — Mobilink, i2i Enterprise, Tata Infotech, SITA (Airline Telecommunications), Vodafone Essar, Reliance Communications, Reliable BPO, Kontact Global, Ardur Technologies, HIRD LLC, and now XBP Asia / Exela Technologies — each chapter adding a layer of maturity and perspective to his leadership.

The Person Behind the Professional

Beyond business, Terry is defined by rhythm — both literally and philosophically. As a musician, he plays the Trumpet, Clarinet, Saxophone, Soprano, and Drums, often saying music teaches what leadership demands: timing, harmony, and listening.

A former footballer who represented the University of Mumbai, Terry credits the sport for teaching him teamwork, resilience, and strategic discipline. These passions keep him grounded, creative, and connected — the same way he leads teams: with energy, empathy, and rhythm.

What Defines Terry Coutinho

Terry Coutinho is more than a senior business leader — he’s a transformer of systems and cultures. He blends strategy with sincerity, analytics with empathy, and vision with execution.