Customer Experience, Service & Success

Alorica announces new hires

Regional Leadership Appointments Help Advance Alorica’s Global Strategy for Transformative Growth

Alorica Inc., a trusted global leader in next-generation customer experience (CX) solutions, today announced the hires of Mireille Magallona as Regional President for Asia-Pacific (APAC) Operations and Sanjay Ponnappa as Regional President overseeing India, effective immediately. Magallona and Ponnappa, who bring proven industry track records of digital CX success, will focus on elevating Alorica’s service delivery from Asia to support clients and customers worldwide.

Magallona and Ponnappa join Alorica from previous executive roles at other major business process outsourcing (BPO) organizations. As Alorica’s APAC President, Magallona replaces Bong Borja—who was recently promoted to Chief Operating Officer—overseeing the 60,000 Alorica employees working remotely through Alorica Anywhere and in 20+ sites throughout Philippines, China and Japan. Alorica’s APAC operations drive digital-enabled CX across a wide variety of work types and channels, such as chat, voice, content management & moderation, back office, customer care, sales and tech support. Recently, Alorica, one of the largest BPOs in the Philippines, earned the Great Place to Work® certification in the country based on thousands of employees’ feedback regarding their experience working at Alorica.

Ponnappa will manage Alorica’s rapidly expanding India operations, which has grown to more than 3,000 employees across sites in Bengaluru and Mohali as well as those working from home in the region. Alorica India provides services across the entire customer lifecycle including customer care, tech support, revenue generation, content management & moderation. Its Bengaluru site is also the home to the company’s global Digital Business Center—a technology hub and innovation lab that focuses exclusively on digital transformation including analytics and process re-engineering. Through the DBC, Alorica develops, tests and deploys digital CX solutions, such as automation, AI, omnichannel and more.

“Adding Mirei and Sanjay to the executive leadership team at this point of Alorica’s trajectory aligns well with our plans for massive growth in Asia,” said Alorica’s Chief Operating Officer Bong Borja. “Our operations in the Philippines, India, China and Japan offer tremendous opportunities for scalability, digital and AI-based solutioning and cost efficiency. Mirei not only has a deep understanding of the industry, but also an incredible passion for motivating and developing an engaged workforce. With Sanjay’s operational background and localized expertise, I have confidence that our teams in the region will execute and thrive.”

Magallona brings nearly 30 years of experience in the BPO, hospitality, and media industries. She was most recently the country vice president for a major BPO player in the APAC region, overseeing operations, and working closely with the sales and customer relationship management teams in the Philippines. Magallona’s dedication to ensuring employees are immersed in the company culture and creating a sense of community is evident throughout her career – and has proven beneficial to improving performance while reducing attrition.

Ponnappa brings more than 29 years of experience to the Alorica team, including two decades in business process management, program delivery and robotic automation deployment. In his previous roles, he has been responsible for operations spanning voice, non-voice and back-office support for 10,000+ employees in India, Philippines and the United Kingdom. His expertise ranges from winning new business; improving performance, NPS & profitability; enhancing the employee life cycle; and upskilling talent to capture digital transformation opportunities.

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