Team

Outsourcing & Executive Leadership | 27+ years
beCogent, Teleperformance, Motorola.

With over 27 years of experience in the BPO and CX arena, John has partnered with leading global brands such as KFC, Peloton, Aldi, B&Q, and Polo Ralph Lauren. He has delivered scalable solutions that have helped transform their customer service provision and significantly improve their customer experience.

John’s entrepreneurial & leadership skills have allowed him to create specialist teams that are focused on results. His steadfast approach to ‘delivering with a personal touch ensures that he remains involved with each of our clients every step of the way.

Prior to forming Ascensos in 2013, John was the Commercial & Operations Director at beCogent and, post-acquisition by Teleperformance in 2010, was Managing Director across their UK business.

In 2021 John was recognised as a Regional Winner and UK National Finalist at the coveted EY Entrepreneur of the Year awards.

As well as being a fanatic about world-class customer experience, John is equally fanatical about football and previously served as a Director and Chairman of Albion Rovers Football Club.

Technology & Executive Leadership | 28+ years

Ritesh Idnani is CEO and MD at Firstsource. Ritesh is an accomplished business leader with more than 28 years of experience in both public and private enterprises in technology and technology-enabled services. He brings expertise in enterprise B2B across both services (applications, infrastructure, and business process) and products (SaaS/ BPaaS/PaaS/ AI and ML).

Most recently, Ritesh was with Uniphore, an enterprise grade, AI native company where he was the Chief Revenue Officer. During his time there, he partnered with the founders to help grow the business more than 2.5x and established Uniphore as the market leader in conversational AI.

Prior to Uniphore, Ritesh was with Tech Mahindra where he was the President of a $1.4 billion portfolio of businesses (BPS, Software Products & Platforms and Experience Design), where he grew the business at 7-8 times the industry growth rate at industry leading margins. He has also worked both as CEO and advisor in VC/ private equity-backed portfolio companies in the financial services, healthcare, and technology verticals. He was part of the leadership team at Infosys, where he helped scale the business from $100 million to $8 billion in revenue. He spent his formative years in Citigroup and PwC. He has also held several board-level positions in organizations like Consolidated Aviation Services, BORN, Perigord, and Eventus to name a few.

Ritesh has an MBA with a specialization in Finance and Marketing from the Faculty of Management Studies, University of Delhi. He also has a postgraduate honors diploma in Systems Management from NIIT. He did his undergraduate studies in accounting and economics from Narsee Monjee College of Commerce and Economics, University of Mumbai.

IT/Outsourcing & Executive Leadership | 22+ years

Rajiv Malhotra is President of EMEA Business at Firstsource. He is responsible for devising the business growth strategy, delivering differentiated client value, and expanding Firstsource’s footprint in EMEA.

His primary focus is deepening client relationships and strengthening the market impact of our digital offerings within the target growth verticals, such as BFS, CMT, Utilities, and Diversified. He is equally passionate about driving the D&I agenda within the organization, along with being the executive sponsor for Firstsource’s Women Inspiration Network.

Rajiv has over 22 years of IT/BPO industry outsourcing experience. He has built scale operations in tech and ops services globally across Financial Services, Insurance, Retail and Logistics, Healthcare, and Media. Before Firstsource, he was the Head of Europe Sales at Mphasis. During his time there, he played a pivotal role in building the right teams, driving collaboration and innovation across the business, and leading M&A activities in Europe. He also oversaw the setup of an operations center in Dusseldorf, Germany for a large financial services client, creating a hub and spoke operating model for the regional execution.

Before Mphasis, he managed large teams across sales and operations at Atos Syntel, growing its European portfolio towards double-digit growth YOY. He also played a key role during the initial stages of Atos–Syntel clients integration across various industries, to drive seamless growth across applications and infrastructure services.

An alumnus of FR CRIT, Mumbai, Rajiv is based in London and enjoys reading, traveling, and running.

Outsourcing & Contact Centre Management | 20+ years
beCogent, Teleperformance, Police Scotland.

David has a proven track record in delivering innovative and effective IT solutions to a variety of the best-known brands in Europe.

With his strong background in information security and compliance, David ensures that confidentiality, integrity, and data availability is at the core of every solution we deliver.

Prior to joining Ascensos, David spent two years with Police Scotland leading a transformation team funded by the Scottish Government to ensure the safe technical delivery of solutions during police reform to a single national force. During this period, David was also a management board member that successfully delivered the Scottish Crime Campus.

Outsourcing & Executive Leadership | 30+ years
Aegis Outsourcing SA, Genii Ai, Pivotal Data.

Tanya is a highly accomplished leader and a recognised figure in the call centre industry. With extensive experience as Operations Director for leading outsource providers in South Africa, she has excelled in multi-site management, inbound and outbound operations, and managing in-sourced, outsourced, and co-sourced solutions.

Her career highlights include project management, the successful implementation of new contact centers, and optimizing existing operations both locally and internationally. In recent years, Tanya has focused on Customer Experience (CX), shared services, and analytics, building high-performing teams committed to delivering exceptional services.

Tanya holds an MBA and has served as Chairperson of the Professional Body. For over a decade, she has been a convening judge for the CCMG Industry Awards and is a sought-after international speaker. As a digital transformation specialist and successful change agent, she continues to drive innovation and operational improvements across the industry.

Outsourcing | 15+ years
BYC AQUA Solutions, Gate69, Progress.

Rudi Jansen is the HR Director at Ascensos, bringing over 15 years of experience in the South African BPO industry. After earning his N.Dip at the Tshwane University of Technology, Rudi began his career in recruitment within the banking and financial services sector. In 2013, he relocated to Cape Town and joined a leading Outsource Quality Assurance provider, working with large BPO and captive contact centres.

With extensive experience in quality assurance, training, HR management, and contact centre consulting, Rudi has a unique understanding of the operational challenges faced by both South African and UK markets. Since joining Ascensos in 2023, his focus has been on enhancing employee wellbeing, ensuring that it translates into operational excellence and strong performance outcomes.

As HR Director, Rudi is dedicated to fostering a positive and supportive workplace culture where employees are empowered to thrive, driving success for both the team and the business.

Outsourcing | 20+ years
beCogent, Teleperformance, BSkyB.

With over 20 years of BPO experience, Lyle has been a pivotal figure at Ascensos since the company's inception. His career includes working with major brands like Sky, Peloton, Aldi, and Wickes, bringing a wealth of knowledge in operational management, resource planning, and client solutions.

Lyle’s journey at Ascensos began as part of the start-up team, where he played a key role in establishing our first sites in the UK. In 2017, he was instrumental in launching our Isle of Wight operation, an achievement that earned Ascensos its first ECCCSA award.

Now based in Cape Town, Lyle leads our South African operations, ensuring that the Ascensos culture and commitment to excellence are embedded in our fast-growing operations there. Known for his client-first approach, Lyle is dedicated to delivering world-class service and driving success across global campaigns.

Call Centre Management/Outsourcing | 20+ years
beCogent, Esure, Three.

With a background in senior management roles, delivering for brands such as T-Mobile, Three, John Lewis and JD Williams, Stephen is well-versed in operational governance and strategic customer experience delivery.

Leading our operation in the UK, Stephen has driven considerable transformation for many clients, enhancing their CX delivery and reducing customer effort.

A key part of the Ascensos team nominated as finalists for ‘Best Outsourced Partnership’ at the ECCCSA and awarded winner of ‘Contact Centre Manager of the Year’ with the CCMA, Stephen has undoubtedly made his mark since joining our team.

Contact Centre Management/Outsourcing | 18 years
HECC Romania.

Outsourcing | 10+ years
Teleperformance, Lidl GB.

Mark is the Director of Operations for Ascensos in Trinidad & Tobago, bringing over a decade of call centre management experience to the role.

Since starting as a Team Manager in 2014, Mark has been instrumental in setting up key global locations, including the Netherlands, Isle of Wight, Romania, and South Africa, before taking charge of our Caribbean operation.

Mark excels at embedding #theAteam culture in every new operation, ensuring that Ascensos’ values are present from day one. He has successfully supported over 15 clients across different geographies, including SharkNinja, Wickes, JD Sports, and KFC, helping them build meaningful connections with their customers.

With a passion for customer service and operational excellence, Mark continues to lead with a focus on delivering exceptional results for our clients.

Market Engagement | 22 Years
SITEL Consulting, Teleperformance, Concentrix.

Over the past 22+ years, William has worked with the world’s leading BPO outsourcers, including SITEL, Teleperformance, and Concentrix, as a Consultant, Director and Board Member. 

His passion is developing and implementing the unique relationship approach necessary in BPO to engage and educate the market, which was the focus of his MA in Business Management in 2016. 

William is an active member and regular contributor to industry organisations. He is a writer, speaker and general disruptor of all things customer experience (CX) related.

Away from CX management, William is a Non-Executive Director of a welfare and development charity, New Ways, which operates predominantly in Turkana, Northern Kenya, and the up-start Evershare.io, a block-chain based music publishing business. He continues to write, perform and record as a musician.

Technology | 9+ years
Appamondo, Fostr.

Liz has spent nearly a decade driving technological advancements in contact centres and customer care, particularly within the retail sector. As Digital Solutions Director, she has led numerous initiatives that leverage cutting-edge technology to elevate the customer experience and streamline operations.

Her projects include transitioning from traditional call handling to multichannel customer engagement, significantly enhancing customer satisfaction and loyalty. Liz excels at developing tech solutions that not only meet current demands but also anticipate future trends.

Under her leadership, she fosters a culture of continuous improvement and agility, enabling her teams to consistently achieve outstanding results. Liz's expertise has positioned her as a thought leader and a key influencer in the ever-evolving landscape of customer care and contact centre technology.

Marketing/Brand Management | 19 years
Arnold Clark, BiP Solutions, FTDI Chip.

Fiona, the first external hire at Ascensos, was brought on board to build and shape our brand and culture. She has since played a pivotal role in establishing a unique communication style and fostering a culture of engagement and collaboration.

With 19 years of marketing experience, Fiona has a strong branding, digital marketing, and community-building background. 

She leads corporate marketing and internal communications, ensuring that Ascensos' values are reflected in both its external brand and internal culture. A firm believer that employee engagement is key to delivering exceptional customer experiences, Fiona also oversees colleague engagement activities as part of her remit.

Fiona is the driving force behind our charity initiatives and events such as the iconic Annual Archie Awards, which celebrate our company’s culture. Her strategic vision and passion for the Ascensos mission have been integral to the company’s ongoing success.

Contact Centre Management/Outsourcing | 20+ years
Ageas UK.

Steven is the Head of Client Services at Ascensos, bringing over 20 years of experience in contact centre management and outsourcing. Throughout his career, Steven has been dedicated to enhancing customer experiences and streamlining business processes to improve service delivery.

With a strong background in transformation, continuous improvement, and project management, Steven excels in leading cross-functional teams to deliver innovative solutions that drive client satisfaction and operational efficiency. He has successfully managed large-scale projects and implemented strategic initiatives, improving performance outcomes for both clients and the business.

Steven is passionate about building strong client relationships, ensuring customer needs are met with precision, and fostering a culture of excellence within his team. His dedication to delivering value and ensuring client success is evident at every step of the customer journey.

Contact Centre Management/Outsourcing | 18 years
Webhelp, ThreeUK, Capita.

Nichola is the Head of Business Intelligence at Ascensos, with 18 years of experience in contact centre management and outsourcing across industries such as retail, banking, telecommunications, and utilities. Her career includes leadership roles at Webhelp, ThreeUK, and Capita.

Nichola’s background in customer experience (CX) and insights has shaped her approach to business intelligence, where she focuses on driving sales performance through excellent CX. By integrating insights, continuous improvement, reporting, and data tools, she helps identify actionable insights that lead to business transformation and growth opportunities.

With a deep understanding of customer journeys, Nichola ensures that reporting is both insightful and up-to-date, enabling proactive and reactive operational decisions. She also supports the infrastructure to ensure best practices and accessibility, helping the operation deliver optimal results. Nichola’s expertise in leveraging data to enhance CX makes her a vital contributor to Ascensos' success.

Finance | 15+ years
Barclays Wealth, FleetPartners, Finsbury Food Group.

Nicole is a dynamic finance professional with over 15 years of experience across various industries.

Since joining Ascensos in 2018, she has played a pivotal role in shaping the company’s financial strategy. Nicole oversees all financial operations, ensuring efficiency and supporting the company’s continued growth.

Prior to Ascensos, Nicole held key positions at Finsbury Food Group as Finance Manager and at Fleet Partners as Salary Packaging & FBT Manager.

She has also honed her financial acumen at organisations such as Donald Cant Watts Corke, Barclays Wealth and Investment Management, and Shell. Nicole’s diverse experience enables her to lead with a holistic approach, delivering value-driven insights and solutions.

Her expertise in financial analysis, compliance, and strategic planning, combined with her passion for continuous improvement, makes her an essential part of the Ascensos leadership team.

Quality Assurance | 4+ years
Concentrix, Arvarto.

Ioana, Head of Quality and Performance Optimisation at Ascensos, is a visionary leader with over 9 years of experience in customer service, 4 of which have been dedicated to quality assurance. Renowned for her innovative approach, Ioana combines data-driven insights with a human touch to elevate customer experiences.

Leading a global team across three continents, Ioana has successfully implemented cutting-edge initiatives, such as speech analytics and automation, to enhance quality standards. Her work ensures that Ascensos maintains world-class customer service practices while fostering a culture of continuous improvement.

Ioana’s passion for excellence and her commitment to industry innovation has earned her recognition, including her role as a judge for the European Customer Experience Awards 2024. Known for her ability to blend multicultural communication with problem-solving, she has positioned Ascensos as a leader in quality, ensuring clients consistently receive exceptional service.

This is Archie. You may recognise this pup. Since day dot, he’s been part of #theAteam, when our founders invited him to become our company mascot.

As a friendly, bold, young Scottish pup, and an incredibly cute black Labrador, Archie did a fantastic job representing our company values back in 2013. He was exceptionally energetic, loyal to the core, agile and very, very tenacious. He would jump through hoops to achieve his goals – and as a young company focused on doing things differently – we identified with his zest for life.

Ten years later, Archie has grown with us, and although not such a young pup now, he still reminds us of our roots and continues to be an ambassador for Ascensos.