Alorica Inc., a trusted global leader in next-generation customer experience (CX) solutions, today announced the appointment of Mireille Magallona as Regional President for Asia-Pacific (APAC) Operations and Sanjay Ponnappa as Regional President overseeing India, effective immediately.
Magallona and Ponnappa, both with successful digital CX backgrounds from other major business process outsourcing (BPO) organizations, will focus on improving Alorica’s service delivery from Asia to support customers worldwide.
As Alorica’s APAC President, Magallona oversees 60,000 employees, the great majority of which (over 99%) are based in the Philippines, with the rest throughout China and Japan. These employees work remotely through Alorica Anywhere and in 20+ sites. 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. Alorica Philippines, one of the largest BPOs in the Philippines, has also been recently certified as a Great Place to Work®. This recognition is based on the feedback of thousands of employees regarding their experience working at Alorica.
Ponnappa, on the other hand, will manage Alorica’s rapidly expanding India operations, which have 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, and 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 solutions, 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.