Mr. Kannan A
Chief Operating Officer – Operations
Kannan A is a strong leader with 24 years of professional experience and a proven track record of creating significant business impact through differentiated service strategies and the digital transformation of business processes, resulting in growth, customer success, and operational excellence.
As a veteran in Customer Experience, Kannan has managed diverse portfolios across both B2C and B2B segments. In his previous roles, he played a pivotal role in implementing a digital field service model to ensure on-time service delivery and enhance the Net Promoter Score.
Currently serving as the Chief Operating Officer, Kannan's key responsibilities include sharpening the focus on service delivery, simplifying MHL's services, and ensuring exceptional customer and patient experiences. Additionally, he oversees the Global Reference Lab at MHL, where he is responsible for Turnaround Time (TAT) optimization, building high-performing and engaged teams, enhancing service capabilities, and driving digitization efforts. Kannan joined Metropolis Healthcare Ltd. in May '20 as the Chief Service Officer.
Prior to his tenure at Metropolis, he held leadership roles at organizations such as Hi Care Services, Bharti Airtel Ltd., BPL Mobile, TNT Express Worldwide, and RPG Ricoh. Notably, he spent the last decade and a half with Bharti Airtel Ltd., contributing to various lines of businesses both within and outside India.
Kannan is a certified Black Belt in Six Sigma from the Indian Statistical Institute, and his expertise has been instrumental in driving radical changes in process redesign and re-engineering across his various roles and organizations.