Sudoku, Chess, Badminton
Dibyendu Das
Team Lead
Hyderabad
Summary
Dynamic and results-driven professional with over 12 years of expertise in operations, people management, and quality control. Exceptional leadership, analytical, and stakeholder management skills consistently drive teams toward success. Committed to fostering a culture of continuous improvement and operational excellence, ensuring organizational goals are not only met but exceeded. Proven ability to adapt to changing environments while maintaining a focus on delivering high-quality results.
Overview
11
11
years of professional experience
1
1
Certificate
Work History
Team Lead
Cognizant
10.2022 - Current
- Led daily stand-ups to review activity plans and monitor client deliverables, ensuring alignment with SLA, AHT, quality, and utilization goals.
- Managed client relationships by coordinating directly with the vendor manager on project objectives.
- Oversaw end-to-end operations of the pilot project launched in February 2025.
- Applied Lean principles to the Pilot Project to identify and resolve performance bottlenecks in SLA, and quality scores.
- Implemented automation tools to streamline processes and suggest improvements.
- Conducted side-by-side audits, live shadowing, and teach-backs for team development.
- Provided daily performance reports to internal stakeholders, offering insights into metrics.
- Collaborated with management to develop strategies for future projects and initiatives.
POD Lead
Genpact
05.2021 - 09.2022
- Successfully managed a team of 20 or more people; below are the activities:
- Oversaw daily service level agreements, effectively allocating resources to ensure optimal workload management.
- Lead the calibration call between the client, operations, and quality.
- Identified operational trends and escalated issues promptly to facilitate quick resolution.
- Addressed issues arising during shifts quickly and professionally, to maintain smooth operations.
- Managed incidents and compliance onboarding while preparing and delivering performance reports.
- Participated in weekly business reviews and monthly business reviews to discuss performance metrics and strategies.
Subject Matter Expert
Genpact
08.2018 - 04.2021
- Provided real-time floor support, verified errors, and managed disputes with QA and trainers.
- Identified trends and patterns, escalating timely issues to management.
Escalation Manager /Senior Associate
Wipro
11.2014 - 03.2017
- Escalation Management: Served as an L2 manager, de-escalating complex customer disputes for a UK-based ISP.
- Technical Support: Provided connectivity support for smart devices, and executed product upselling.
Education
Bachelor - Commerce
St. Xavier's College Kolkata
Kolkata, India 04.2001 -
Skills
Operations: SLA & Escalation Management, Resource Allocation, Asset Management
Leadership: People Management, Client & Stakeholder Management, Employee Wellness & Motivation
Strategy: RCA (Root Cause Analysis), Business Optimization, Process Streamlining
Technical: Data Analysis, AI-based Problem Solving, MS Office, Google Workspace
Certification
7 Star Lean Certified – Genpact/2021
Interests
Certification
Lean 7 Star
Timeline
Team Lead
Cognizant
10.2022 - Current
Lean 7 Star
06-2021
POD Lead
Genpact
05.2021 - 09.2022
Subject Matter Expert
Genpact
08.2018 - 04.2021
Escalation Manager /Senior Associate
Wipro
11.2014 - 03.2017
Bachelor - Commerce
St. Xavier's College Kolkata
04.2001 -