Derick Prasanna R
Bangalore
Summary
Transformational operations leader with 20 years in healthcare, banking, digital services, and global BPO/BPM. Led enterprise quality initiatives across multi-tower delivery units, designing quality management systems focused on risk and compliance. Developed scalable governance models that enhanced margins through Lean Six Sigma, automation, and effective transition execution.
Overview
3
3
Languages
1
1
Certification
26
26
years of professional experience
Work History
Senior Manager – Quality
Carelon Global Solutions
Bangalore
04.2023 - Current
- Own enterprise Quality strategy and provide quality governance and risk oversight for a delivery organization of 3,000+ associates across multiple sites
- Current span of control is 120+ Quality Analysts, Sr. QAs, Team Leads, Associate Managers, WFM, and Trainers
- Core member of the Enterprise Quality Council, influencing organisation-wide quality vision, policy standards, and execution roadmap
- Designed and institutionalized Unified Enterprise QMS, improving audit outcomes, operational consistency, and leadership visibility
- Advised Onshore and Executive leadership on quality risks, operational performance, compliance posture, and strategies for process improvements and growth readiness
- Led enterprise-wide transformation initiatives that enhanced quality outcomes, productivity, and cost optimisation
- Champion enterprise automation initiatives in partnership with IT, leveraging AI/RPA and intelligent macros to enhance process efficiency, scalability, and long-term operational resilience
- Worked closely with Business Leaders and cross functional teams in driving efficiency improvement initiatives
- Drive audit workforce strategy, balancing capacity, specialization, and hiring to ensure sustained quality governance and scalability
- Provide executive oversight for SOX, internal, and external audits, ensuring regulatory compliance and issue remediation
- Own risk identification frameworks, control design, LOS adherence, internal audits prioritisation, and BCP readiness to avoid impact to Members/Providers
- Ensure teams are aligned to BCBS guidelines and internal audit requirements are reviewed and prioritized based on areas of improvement, potential risks, escalations from downstream teams and /or Groups/Providers
- Responsible for team meeting targets, action plan and moving up the bottom quartile performers
- Build enterprise quality capability by upskilling audit teams on advanced methodologies, driving self-sufficiency in complex audits and strengthening overall assurance maturity
- Partner with Finance and WFM leadership on billing governance, productivity tracking, and margin protection
- Managed vendor governance including transitions, ramp-up/down strategies, contract validation, SLA enforcement, and savings realization
- Developed enterprise leadership depth through succession planning, Hi-Pot development, and capability uplift programmes
- Drive culture, engagement, and accountability aligned to Carelon’s values and business objectives
- Identified training needs to enhance team skills and ensured timely issuance and closure of performance improvement plans.
- Managed training plan for all new transitions, planning logistics required to facilitate smooth transition of processes
- Participated as a POSH Internal Committee Member for over 3 years, strengthening compliance and organisational trust
Manager – Quality
Carelon Global Solutions
Bangalore
07.2018 - 03.2023
Manager – Quality
Infosys BPO Ltd
Bangalore
10.2015 - 07.2018
- Owned Service Delivery Quality for US and UK Banking clients, managing high-complexity portfolios up to USD 22M and governing performance across 1,450 FTEs in multi-site delivery models
- Directed end-to-end transition programs for new client acquisitions, scaling operations to 350 FTEs across locations while achieving transition tollgates, quality benchmarks, and client SLAs
- Led the design, implementation, and governance of end-to-end Quality Management Systems (QMS) aligned to client, regulatory, and business requirements
- Reviewed contracts and negotiated SLAs, partnering with internal and external stakeholders to define, mobilize, and govern service-level commitments
- Designed KPI frameworks, measurement systems, and visual dashboards to monitor process performance, ensure sustainability, and enable continuous improvement
- Drove quality assurance objectives through audits, corrective action planning, productivity improvements, and system/process enhancements
- Ensured full compliance with ISO 9001 and ISO 27001, effectively substantiating controls, risks, and certifications to clients and leadership
- Conducted risk and SLA impact analysis across operating processes and information systems, identifying critical control points, preventive actions, and verification mechanisms
- Delivered quality reporting for executive review, encompassing SLA metrics, COPC Table F, QC dashboards, procedure adherence, process capability analysis, FMEAs, RCA–CAPA
- Translated VOC insights from monthly reviews and annual client surveys into targeted action plans, improving customer satisfaction and service outcomes
- Led calibration sessions with operations quality teams and onshore client SMEs to drive consistency and benchmarking
- Lean Six Sigma Black Belt & Lean Certified, delivering USD 2.1M+ savings through Lean, Six Sigma, automation, and digital initiatives
- Built and managed a strong pipeline of improvement ideas across multiple service lines using Kaizens, workshops, and innovation forums
- Delivered Six Sigma Yellow Belt and transactional quality training, mentoring operations and quality teams on tools, techniques, and best practices
- Strengthened organisational maturity by institutionalising industry best practices and scalable QMS frameworks
Assistant Manager – Quality
Infosys BPO Ltd
04.2014 - 09.2015
Assistant Manager – Operations
Infosys BPO Ltd
01.2013 - 03.2014
Team Lead – Operations
Infosys BPO Ltd
01.2008 - 12.2012
Senior Executive Quality Review
First Indian Corporation Pvt Ltd
01.2005 - 01.2008
Sr. Customer Service Representative
ICICI-OneSource (Firstring India Pvt Ltd)
06.2002 - 11.2004
Sr. Customer Support Representative
Zenith Software Private Ltd
10.2000 - 12.2001
Education
Certified - Lean Six Sigma Black Belt
ISEL
2026
B.Sc. - Electronics
St. Joseph’s Arts & Science College
Bangalore01-1999
Honors Diploma - HRD
St. Joseph's Arts & Science College
Bangalore01-1999
Certification - Business Analytics
TA Pai Management Institute
BangaloreAdvanced Diploma - Computer Hardware and Networking
Jetking computers
Skills
- Quality governance
- Risk assessment
- Compliance oversight
- Data analysis
- Process improvement
- Lean six sigma
- Change management process
- Operations planning
- Performance management
- Strategic leadership
- Strategy planning
- Project management
- Transition skills
- Team collaboration
- Analytical problem-solving
- Capability Building
- Operational Excellence
- Relationship management
Certification
- Lean Six Sigma Black Belt certified
Areas of expertise
- Enterprise Quality & Governance Strategy
- Operating Model Design & Transformation
- Multi-Tower / Large-Scale People Leadership
- Lean Six Sigma, Automation & Value Creation
- Risk, Compliance & Regulatory Oversight (SOX, ISO)
- Financial Acumen, P&L & Productivity Management
- Leadership Development & Succession Architecture
- Vendor Transitions, Contract Management & Governance
- Customer Experience enhancement & Stakeholder Engagement
Languages
English
Proficient
C2
Hindi
Upper Intermediate
B2
Tamil
Upper Intermediate
B2
Timeline
Senior Manager – Quality
Carelon Global Solutions
04.2023 - Current
Manager – Quality
Carelon Global Solutions
07.2018 - 03.2023
Manager – Quality
Infosys BPO Ltd
10.2015 - 07.2018
Assistant Manager – Quality
Infosys BPO Ltd
04.2014 - 09.2015
Assistant Manager – Operations
Infosys BPO Ltd
01.2013 - 03.2014
Team Lead – Operations
Infosys BPO Ltd
01.2008 - 12.2012
Senior Executive Quality Review
First Indian Corporation Pvt Ltd
01.2005 - 01.2008
Sr. Customer Service Representative
ICICI-OneSource (Firstring India Pvt Ltd)
06.2002 - 11.2004
Sr. Customer Support Representative
Zenith Software Private Ltd
10.2000 - 12.2001
Certified - Lean Six Sigma Black Belt
ISEL
B.Sc. - Electronics
St. Joseph’s Arts & Science College
Honors Diploma - HRD
St. Joseph's Arts & Science College
Certification - Business Analytics
TA Pai Management Institute
Advanced Diploma - Computer Hardware and Networking
Jetking computers