Hagerabe Tevungal
Bangalore
Summary
Dynamic Senior Manager with a proven track record at Infosys BPM Limited, specializing in Lean Six Sigma and operational risk management. Expert in driving business excellence initiatives that enhance customer satisfaction and optimize processes. Adept at change management and stakeholder engagement, delivering impactful results in service delivery and compliance.
Overview
20
20
years of professional experience
Work History
Senior Manager – Quality & Business Excellence
Infosys BPM Limited
10.2022 - Current
- Drive business excellence initiatives, process optimization, and continuous improvement to enhance operational efficiency.
- Implement and sustain Lean, Six Sigma, and Quality frameworks to improve customer satisfaction and profitability.
- Lead change management programs, risk audits, and compliance reviews to ensure operational resilience.
- Conduct opportunity identification workshops to drive a pipeline of high-impact process improvement initiatives.
- Partner with Business Excellence Leads (BEFs) to embed quality standards and operational best practices across teams.
- Spearhead customer satisfaction surveys, quality awareness campaigns, and performance enhancement programs.
- Assess, validate, and mitigate operational risks, ensuring business continuity and compliance.
Assistant Manager – Quality & Process Excellence
Infosys BPM Limited
05.2021 - 10.2022
- Developed and implemented quality and productivity improvement plans to optimize process performance.
- Led contractual compliance assessments and project process maturity evaluations to enhance service delivery.
- Conducted trend analysis on key performance metrics to identify areas of improvement and execute corrective actions.
- Provided strategic insights to leadership for driving excellence in client engagement and operational processes.
Director – Business & Operational Excellence
BACHPAN A PLAY SCHOOL
06.2013 - 04.2021
- Oversaw business operations, process optimization, and curriculum development to ensure excellence in education services.
- Led staff training, process compliance, and change management for continuous improvement.
- Managed financial planning, budgeting, and operational risk assessments for sustainable growth.
- Designed and implemented health & safety protocols, student engagement programs, and parent satisfaction initiatives.
Account Program Office Lead – Business Excellence & Risk Management
IBM India Private Ltd
01.2011 - 04.2013
- Managed service transition, contract governance, and compliance processes to ensure seamless project execution.
- Conducted risk assessments, compliance audits, and change management reviews to minimize business risks.
- Led ISO 20K audits and Six Sigma projects to enhance process efficiency and service delivery.
- Implemented Lean frameworks and Business Excellence strategies to drive operational performance.
Quality Analyst – Process Improvement & Compliance
IBM India Private Ltd
06.2008 - 12.2010
- Conducted process quality assessments, root cause analysis, and Six Sigma initiatives to enhance customer satisfaction.
- Developed and executed service improvement programs and CSAT analysis to identify key improvement areas.
- Led team coaching, calibration sessions, and compliance monitoring to optimize service delivery.
Associate Customer Care Consultant
America Online India Private Ltd
09.2005 - 02.2006
- Provided customer support, troubleshooting, and issue resolution to improve service efficiency.
- Implemented problem-solving methodologies and escalation management strategies to enhance user experience.
Education
B.E. - Medical Electronics
Dr. Ambedkar Institute of Technology
BangaloreAdvanced Java J2EE -
NIIT
BangaloreSix Sigma Green Belt Certification -
ISO 9001 Lead Auditor Certification -
Skills
- Business excellence and quality management
- Lean Six Sigma and process improvement
- Operational risk management and compliance
- Customer experience enhancement
- Change management and stakeholder engagement
- Contract governance and service delivery
- Financial planning and budgeting
- Data analysis and performance optimization
Accomplishments
- Six Sigma Green Belt & White Belt Certifications
- ISO 9001 Lead Auditor Certification
- Best Director & Counselor Award (4 consecutive years)
- Best Performer & Rising Star Award
- Lean Boot Camp (Global Delivery Framework) Graduate
- Taking the Stage – Leadership Program Facilitator
Languages
- English
- Hindi
- Tamil
- Kannada
- Urdu
Timeline
Senior Manager – Quality & Business Excellence
Infosys BPM Limited
10.2022 - Current
Assistant Manager – Quality & Process Excellence
Infosys BPM Limited
05.2021 - 10.2022
Director – Business & Operational Excellence
BACHPAN A PLAY SCHOOL
06.2013 - 04.2021
Account Program Office Lead – Business Excellence & Risk Management
IBM India Private Ltd
01.2011 - 04.2013
Quality Analyst – Process Improvement & Compliance
IBM India Private Ltd
06.2008 - 12.2010
Associate Customer Care Consultant
America Online India Private Ltd
09.2005 - 02.2006
B.E. - Medical Electronics
Dr. Ambedkar Institute of Technology
Advanced Java J2EE -
NIIT
Six Sigma Green Belt Certification -
ISO 9001 Lead Auditor Certification -
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