George Varghese
Bengaluru
Summary
The Senior Manager – ETMO role requires expertise in transition project and quality management, demonstrated through successful end-to-end project oversight and compliance with established methodologies. Managed operational frameworks and quality standards while conducting risk assessments across multiple regions, ensuring alignment with strategic goals. Implemented a Global Transition Management System, training regional managers and enhancing tool functionalities based on user feedback. Conducted regular performance reviews and health checks, identifying at-risk accounts and mitigating risks through effective governance.
Overview
23
23
years of professional experience
4
4
Certification
Work History
Senior Manager – ETMO
Hinduja Global Solutions
Bengaluru
04.2021 - Current
- Analyzed organizational transformation requirements to ensure alignment with strategic goals.
- Managed end-to-end projects from initiation to closure, achieving timely delivery within scope.
- Oversaw compliance of transition projects with established methodologies and contractual obligations.
- Implemented operational frameworks and quality standards while conducting risk assessments across multiple regions.
- Conducted phase reviews of transitions, published results, and escalated challenges to senior management.
- Updated transition methodologies based on feedback and lessons learned to improve processes.
- Managed Transition Feedback Survey process, analyzing insights and collaborating with IT for tool enhancements.
- Participated in global audits as internal auditor to ensure adherence to ISO standards.
Manager- Corporate Business Excellence
Hinduja Global Solutions
Bengaluru
08.2017 - 03.2021
- Deployed Global Transition Management System (TMS) across all geographies successfully.
- Managed TMS tool independently, collaborating with development team to resolve issues.
- Trained regional transition managers on TMS, overseeing deployment and training processes.
- Oversaw Client Health Check (CHC) program, conducting quarterly reviews of performance metrics.
- Rolled out Transition Feedback Survey tool as scheduled, completing training for global SPOCs.
- Led Spotlight process to identify at-risk accounts and mitigate risks through governance.
- Conducted transition quality reviews and health check assessments per established schedules.
Manager - Quality and Training
Hinduja Global Solutions
Bengaluru
03.2017 - 08.2017
- Led Quality function for Telecom vertical, ensuring compliance and process improvement.
- Developed and implemented Quality framework, modifying as necessary to enhance effectiveness.
- Revamped process forms, guidelines, and SOPs to streamline operations.
- Drove new initiatives, assessing their impact on overall quality performance.
- Recommended and implemented tools to improve process efficiency across departments.
- Acted as SPOC for audit compliance, closing non-conformities effectively.
- Planned and executed Business Training sessions, ensuring updated training reports.
- Supervised recruitment processes for communication and comprehension assessments.
Manager - Quality
SavebySwitching Global Solutions
Bengaluru
11.2012 - 11.2016
- Oversaw Transaction Quality Team, ensuring consistent achievement of deliverables and objectives.
- Managed quality team of 20 in-house members and 14 partner center teams, focusing on transaction quality activities.
- Reviewed Process Quality Scores weekly, developing corrective and preventive action plans (CAPA).
- Supported improvements in complaints, cancellations, and quality scores across multiple queues.
- Enhanced Average Handle Time (AHT) utilizing a Time and Motion approach.
- Generated reports and dashboards for top management updates, leading end-to-end projects.
- Established S.M.A.R.T. goals for staff, conducting monthly reviews and developing individualized development plans.
- Conducted process audits under ISO standards and performed risk assessments while maintaining Risk Register.
Deputy Manager - Quality
Hinduja Global Solutions
Bengaluru
03.2011 - 11.2012
- Managed transaction quality for Emerging Market, Telecom, and BFSI verticals with 15+ QAs.
- Conducted call audits, provided feedback, and delivered coaching to enhance team performance.
- Identified training needs, suggested refresher sessions, and defined process flows.
- Executed weekly and monthly performance reviews through team briefings and one-on-one meetings.
- Analyzed performance trends and developed corrective action plans for improvement.
- Prepared processes for internal audits and facilitated closure of non-conformities.
- Drove KAIZEN activities via AIM and SPARK initiatives to improve process health.
- Led eSCM certification for Bangalore Centre as part of organizational excellence initiatives.
Manager - Operations and Quality (Joined as AM)
National Marketing Services
Bengaluru
10.2006 - 03.2011
- Oversaw 120 agents in lead generation and outbound sales, enhancing team performance.
- Managed SLAs and P&L, ensuring achievement of performance targets.
- Handled operations and client relationship management, fostering strong client interactions.
- Focused on key metrics including quality, CSAT, and customer experience.
- Mapped and documented processes to create effective SOPs and policies.
- Conducted training and hiring, equipping the team with essential skills.
- Resolved complex customer queries and complaints, ensuring swift issue resolution.
- Developed a Knowledge Management tool for CSRs to access information efficiently.
Senior Quality Analyst
Immaculate Interactions India
Bengaluru
03.2004 - 10.2006
- Will share Job role if requested
Quality Analyst
TRI-STAR IT Enabled Services
Bengaluru
11.2003 - 02.2004
Tape Auditor/ CSR
Viteos Technologies
Bengaluru
09.2002 - 09.2003
Education
Master of Business Administration - Total Quality Management
Bachelor of Commerce - graduate
Skills
- Transition and project management – end-to-end transition ownership, governance, milestone tracking, and stakeholder engagement
- Quality assurance and auditing – ISO 9001, ISO 27001 audits, compliance, process audits, and internal or lead auditor certified
- Process improvement – Lean Six Sigma, Kaizen, FMEA, and continuous improvement frameworks
- Risk management – risk assessments, CAPA planning, risk register maintenance
- Training and development – new hire, refresher, cross-skilling programs, training module design
- Client relationship management – client health checks, feedback loops, and performance reporting
- Operational excellence – SOP development, performance dashboards, first time right (FTR) analysis
- Leadership and team management – leading cross-functional teams, mentoring, and strategic planning
- Generative AI and ChatGPT – prompt engineering and use of AI tools in quality and operations
- Tools and systems – transition management system (TMS), CRM tools, and knowledge management platforms
Certification
- Certified ScrumMaster (CSM), Scrum Alliance
- Completed Training on GEN AI
- Prompt Engineering for ChatGPT
- Lean Six Sigma Green Belt Certified
- Six Sigma Black Belt (Trained) and provisionally Certified
- Internal Auditor for ISO 9001:2008 upgraded to ISO 9001:2015
- Lead Auditor certified - ISO 27001: 2013 (ISMS) - BSI upgraded to ISO 27001:2022
- Undergone management, strategic, and leadership training, Ontrac
- Design Thinking Certified, TinkerLabs
- Trained Project Management Professional (PMP), Simplilearn
Projects
Key Projects
· EVA BOT (AI-based HR Policy Assistant): Collaborated with developers to define Business Requirement Document (BRD) and supported end-to-end development and testing using prompt engineering principles. Led successful launch by validating features against user expectations and operational needs.
· Transition Management System (TMS): Led the global deployment of TMS by supporting the complete development lifecycle—from BRD drafting to User Acceptance Testing (UAT). Provided training to global Transition Managers and ensured cross-functional alignment.
· Transition Feedback Survey Tool (TFS): Contributed to the design and functional specification of TFS by assisting with the BRD and guiding developers. Led rollout, managed global stakeholder training, and used insights to drive process improvements.
Languages
English
Native language
English
Proficient (C2)
C2
Malayalam
Intermediate (B1)
B1
Kannada
Beginner (A1)
A1
Hindi
Beginner
A1
References
References available upon request.
Timeline
Senior Manager – ETMO
Hinduja Global Solutions
04.2021 - Current
Manager- Corporate Business Excellence
Hinduja Global Solutions
08.2017 - 03.2021
Manager - Quality and Training
Hinduja Global Solutions
03.2017 - 08.2017
Manager - Quality
SavebySwitching Global Solutions
11.2012 - 11.2016
Deputy Manager - Quality
Hinduja Global Solutions
03.2011 - 11.2012
Manager - Operations and Quality (Joined as AM)
National Marketing Services
10.2006 - 03.2011
Senior Quality Analyst
Immaculate Interactions India
03.2004 - 10.2006
Quality Analyst
TRI-STAR IT Enabled Services
11.2003 - 02.2004
Tape Auditor/ CSR
Viteos Technologies
09.2002 - 09.2003
Master of Business Administration - Total Quality Management
Bachelor of Commerce - graduate
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