People

Meet our leadership team

Message from Adam Greghni, Head of Contact Centres

At British Airways, we believe great customer service starts with great people. That’s why we invest in our colleagues, support their development and create opportunities for them to grow their careers. Our global Contact Centres play a vital role in connecting customers with our airline and I’m incredibly proud of the commitment, talent and care our teams bring every day. It’s this culture that led to CallBA being recognised as a Great Place to Work in 2026 – an achievement that reflects the passion, teamwork and dedication of our colleagues.

Learn More

Message from Rajanee Balaram, Managing Director

We are proud to be British Airways’ largest global contact centre and play a vital role in supporting one of the world’s most recognised and respected airline brands. Operating 24 hours a day, seven days a week, our teams across Gurgaon and Noida provide round the clock support through calls, live chat and email, helping customers whenever and wherever they need us.

At CallBA, our ambition is simple yet powerful: “To deliver the world’s best customer experience to global customers across multiple channels with passion.” What truly sets us apart is our people. United as One Great Team, we foster an inclusive culture, celebrate our diversity and are proud of the difference we make every day for our customers and for British Airways.

Every day, through every interaction, our colleagues make the difference.

Chief Financial Officer

Learn More

Head – Human Resources

Learn More

Head – Planning & Operations

Learn More

Vertical Head – Revenue delivery and Premium Loyalty

Vertical Head – Business Support CallBA

Senior Business Manager – Global Trade

Vertical Head – Loyalty and Customer Relations

Vertical Head – Web Chat & US Customer Support

Head of Vertical – US Customer Support CallBA

Rajanee Balaram

Managing Director

As the visionary behind CallBA’s remarkable journey, Rajanee has steered the company from a team of just 125 to over 2,000 colleagues operating across two vibrant contact centre locations. Since becoming Managing Director in 2010, her deep-rooted experience in Reservations and Ticketing, Sales, Training, and Revenue Management has shaped CallBA’s growth strategy and customer-first ethos.

Under her leadership, CallBA has become a benchmark for inclusive culture and operational excellence. Known for her warm, people-centric approach, Rajanee fosters environments where individuals thrive, teams excel, and every customer interaction reflects genuine care. Her unwavering commitment to customer focused empowerment and service innovation continues to define the company’s success and future direction.

Vikas Sharda

Chief Financial Officer

Vikas brings over 22 years of industry experience and leads the Finance and Administration functions at CallBA. Over the past 15 years with CallBA, he has been integral in driving the organisation’s growth, transformation and operational expansion.

He focuses on strengthening financial performance, driving strategic initiatives, enhancing operational efficiency, and ensuring robust regulatory compliance. He is committed to creating sustainable value and delivering excellence for customers, employees, and stakeholders.

Ritika Luthra

Head – Human Resources

Ritika brings over two decades of HR experience, including 14 years with CallBA, where she has played a key role in the organisation’s growth and transformation.

As Head of HR, she leads the people strategy for 2,000+ colleagues across talent, engagement, leadership, wellbeing and compliance. She is passionate about building an inclusive, high-performing workplace and has been instrumental in strengthening CallBA’s Great Place to Work journey, leadership capability and people-first culture.

Harsh Gehlaut

Head of Department – Planning & Operations

Harsh has been with CallBA for 13+ years. He works closely with the Managing Director, senior management, and stakeholders to effectively implement operational strategy. His work ensures that we are well-equipped to accommodate customer queries.

His role begins from the moment our customers connect via different channels with the British Airways. A solution seeker, Harsh views each day as a new learning experience, and an opportunity to find solutions and deliver the world’s best customer experience to global customers.

Sargam Rana

Vertical Head – Revenue delivery and Premium Loyalty

At CallBA, Sargam sets organisational level sales targets, tracks revenue, promotes the brand and benefits of our loyalty program to deliver superior customer experience to our high value members.

Her 18 years of experience has been pivotal in strategizing employee engagement, growing a robust talent pool and shaping future Leaders. All of this, while orchestrating a strong operational performance and greater Customer experience.

Harpreet Kalha

Vertical Head – Business Support CallBA

Harpreet oversees a team skilled in support functions such as Quality supervision, Back Office services, CallBA Airport Ticketing Helpdesk (CATH) Voice/Non-voice support, Refunds and Sales Audit, and Global Staff Travel calls.

She ensures our quality standards enhance the work culture while the back office and CATH teams ease the customer journey by ironing out any ticketing concerns. With 27 years of experience in British Airways, and 15 years dedicated to CallBA, her grasp of the organisational vision is set in stone.

Prashant Rai

Senior Business Manager – Global Trade

Prashant leads the Global Trade Support Team at CallBA. He joined CallBA in 2010 with the passion of building a culture of teamwork and operational excellence. He focuses on boosting employee engagement and efficiency across the board.

With a strong commitment to fostering trust and respect among colleagues and customers, Prashant plays a key role in CallBA’s mission of delivering exceptional service to our customers and Trade Partners. He works closely with stakeholders to align team efforts with the broader strategic goals of the business.

Rakesh Narayanan

Vertical Head – Loyalty, Customer Relations, Baggage and PCC

Rakesh Narayanan leads a team of 350+ professionals across Loyalty, Customer Relations, Baggage and Proactive Customer Care (PCC), supporting our frequent flyer members, resolving post-travel claims, managing baggage-related enquiries and proactively assisting customers during travel disruption. With 16 years of experience at CallBA, he is recognised for his collaborative leadership, integrity and commitment to delivering exceptional customer and colleague experiences.

Rakesh Rana

Vertical Head – Web Chat & US Customer Support

Rakesh has been contributing to CallBA for the last 7 years. He currently manages two multi-skilled teams responsible for Voice/Non-voice customer servicing. With an overall experience of 20 years, his focus is on creating an open and safe environment where colleagues feel valued and empowered. He prioritises sincerity and transparent conduct to deliver the best experience for customers and colleagues alike.

Sanjeev Singh

Head of Vertical – US Customer Support CallBA

Sanjeev has been a part of the CallBA team for over 15 years. He is dedicated to delivering exceptional customer experiences through strong leadership and operational excellence. He leads teams supporting Direct Customers across Commercial and Loyalty channels, oversees the centralised Supervisor Pool and Duty Desk operation to drive Customer Experience and First Contact Resolution (FCR), and manages a specialist team supporting British Airways customers with accessibility needs. His focus on collaboration, continuous improvement, and people development has helped build a highly engaged and customer-centric workforce.