See 16_HR/01_Organization_Chart.md for the reporting chart and 22_Contacts/01_Contact_Directory.md for who to reach.
| Role | Holder | Scope |
|---|---|---|
| Director / Authorised Signatory | Hemalatha S. | Corporate authority, contracts, statutory sign-off, banking |
| Business Head — Marketplace | [[NAME_MARKETPLACE_HEAD]] | Client accounts, provider network, allocation, commercials |
| Head — Technology & AI | [[NAME_TECH_HEAD]] | Platform, SaaS products, AI engineering delivery |
| Head — Operations & Quality | [[NAME_OPS_HEAD]] | Delivery governance, SLA, audits, escalation |
| Head — Finance & Compliance | [[NAME_FINANCE_HEAD]] | Billing, payouts, taxation, statutory compliance |
Only Hemalatha S. (Director) signs client and partner agreements on behalf of Akontec. No other signature is valid on an MSA, SOW, NDA or payout agreement.
1. Client Solutions (pre-sale). Qualifies enquiries, runs discovery, writes the process specification, builds the proposal and pricing, owns the close.
2. Partner Network (supply). Sources and vets BPO Service Providers, runs KYC and capability review, manages allocation, seat counts and provider health.
3. Delivery & Quality. Owns go-live, daily and weekly governance, call audits, SLA tracking, corrective action, client reviews.
4. Technology. Builds and runs projects.akontec.com, Akontec AI Support Operations, Omnetra BPO OS and client software. Owns uptime, access control and integrations.
5. AI Engineering. Designs voice and chat agents, prompt and flow engineering, evaluation sets, deployment into workspaces, post-deployment tuning.
6. Digital Marketing (a.digital). SEO, paid media, social, content, web and branding for external clients and Akontec's own brands.
7. Finance & Billing. Client invoicing, provider payouts, GST, credit control, reconciliation.
8. HR & Training. Hiring, onboarding, training curriculum, performance, incentives.
9. Compliance & InfoSec. Data protection, security policy, KYC/AML checks, BCP/DR, audit response.
Every live engagement has four named owners on the Akontec side:
| Owner | Responsible for |
|---|---|
| Account Manager | Commercial relationship, renewals, escalation point for the client |
| Delivery Manager | SLA, quality, daily operations across the assigned providers |
| Technical Owner | Platform, integrations, reporting, access |
| Billing Owner | Invoicing, collections, provider payout for that account |
The client is given the Account Manager and Delivery Manager by name at kickoff. The other two are introduced on request.
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