Smitha Shetty
Director, Centralised Global Operations
Role at Achilles
As Director of Centralised Global Operations, Smitha is responsible for leading Achilles’ global operational delivery functions, driving operational excellence, standardisation and continuous improvement across the organisation. She oversees global service delivery teams and works closely with regional and functional leaders to ensure a consistent, high-quality customer experience while supporting the company’s growth and transformation objectives.
Having been the first employee of Achilles India, Smitha played a pivotal role in establishing and scaling the operation from a single employee to a global service hub supporting customers across the UK, Ireland, North America, APAC and other regions. Today, the team plays a critical role in delivering customer services, operational support and business process excellence across the Achilles business.
Lessons from the Past
Smitha brings more than 20 years of experience across operations leadership, customer lifecycle management, business transformation and strategic delivery. Prior to joining Achilles, she held operational leadership roles supporting global clients including American Express and Sky, where she led large-scale service delivery and transformation initiatives.
Throughout her career, Smitha has successfully led complex data transition, process improvement and technology migration programmes, helping organisations improve efficiency, enhance customer outcomes and scale operations. She was also instrumental in achieving ISO 9001:2015 certification for the Achilles India operation, reinforcing a culture of quality and continuous improvement.
Smitha holds an MBA from the University of York and is passionate about building high-performing teams, developing future leaders and using data-driven insights to deliver sustainable business value.
Away from Work
Outside of work, Smitha enjoys travelling and exploring new destinations with her family. She loves cooking, listening to music and spending quality time with her daughter. A trained classical dancer, she continues to enjoy dance as a creative outlet and values opportunities to balance her professional and personal life.