Malay Kant Ghorai has joined Yatra Online Ltd., bringing with him more than two decades of rich experience in enterprise operations, customer experience transformation, operational excellence, and global delivery leadership. A seasoned transformation leader and certified Six Sigma Master Black Belt, Malay is widely recognized for driving scalable business operations, digital innovation, and measurable business outcomes across global organizations.
Prior to joining Yatra, Malay served as Senior Director – Global Operational Excellence, Automation & AI at Mercer, where he led enterprise-wide transformation initiatives focused on automation, AI-enabled decision-making, operational governance, and continuous improvement. In this role, he partnered with senior business leaders to drive process optimization, operational efficiency, metrics-led governance, and customer experience enhancement across global teams and functions.
Before Mercer, he held leadership positions at Mettl, driving customer experience and operational transformation across Skills, Education, and Government verticals. During his tenure, he led strategic CX initiatives, streamlined operations through digital transformation, strengthened governance frameworks, and contributed significantly to business growth and operational scalability.
His professional journey also includes impactful stints with organizations such as Wipro, Alight Solutions, Aon, IBM, WNS Global Services, and iGATE, where he consistently drove operational excellence, transformation programs, automation-led efficiencies, and customer-centric business strategies for global clients.
At Yatra, Malay is expected to play a pivotal role in strengthening operational excellence, customer experience transformation, and scalable delivery capabilities. With his deep expertise in governance, analytics, process innovation, and business transformation, he is well-positioned to contribute significantly to the company’s continued growth and operational evolution.