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Hardik Kumar
Vadodara
Work Preference
Summary
Strategic operations professional with extensive experience in supplier operations, workforce program management, and large-scale service delivery within global MSP environments. Demonstrated success in driving operational transformation, implementing process optimization initiatives, and strengthening governance through Lean Six Sigma methodologies and quality management frameworks. Skilled at leading high-performing teams, managing complex stakeholder relationships, and delivering measurable improvements in efficiency, compliance, and service excellence.
Overview
7
7
years of professional experience
4
4
Certification
Work History
Sr. Team Leader
Magnit Global
Vadodara
11.2024 - Current
- Leading Supplier Operations and program delivery for global MSP clients, ensuring operational efficiency and SLA compliance.
- Managed team of specialists for supplier onboarding, compliance validation, and workforce program support to ensure program effectiveness.
- Driving process optimization initiatives using Lean Six Sigma principles to improve productivity, quality, and turnaround times.
- Monitored operational KPIs and analyzed performance trends to implement corrective actions that enhanced service delivery.
- Collaborated with internal stakeholders, suppliers, and client leadership to execute programs seamlessly and align operational goals.
- Supporting automation and process standardization initiatives to reduce manual effort and improve operational accuracy.
- Strengthening documentation, SOP governance, and audit readiness aligned with ISO 9001:2015 quality standards.
Operations Team Leader
Magnit Global
Vadodara
05.2022 - 11.2024
- Led team managing supplier operations in global Managed Service Provider (MSP) program, ensuring alignment with client needs.
- Managed high-priority accounts, resolving escalations to uphold service quality and ensure client satisfaction.
- Oversaw supplier onboarding, compliance verification, and operational support for multiple enterprise clients.
- Developed and maintained team productivity trackers and centralized KPI dashboards to improve performance visibility.
- Centralized SOP documentation to standardize processes and enhance team efficiency.
- Identified operational gaps and submitted business improvement cases, contributing to enhanced service delivery.
- Mentored and developed team members, with multiple specialists promoted to senior roles.
Assistant manager customer care
Teleperformance
Chandigarh
09.2021 - 03.2022
- Supervised team performance, monitored KPIs, and coached agents, enhancing customer experience.
- Implemented performance tracking mechanisms and led quality improvement initiatives to elevate service standards.
- Managed customer support operations for high-volume service programs, ensuring adherence to performance and quality standards.
- Handled escalations and ensured timely resolution of complex customer concerns.
- Collaborated with cross-functional teams to resolve service issues and streamline operational workflows.
Operations Team Leader
Tech Mahindra
Gandhinagar
08.2019 - 08.2021
- Led the successful completion of 3 projects within specified deadlines.
- Implemented project management strategies that streamlined operations.
- Maintained a 90% reduction in errors or defects within the team's work.
- Ensured that the team consistently met or exceeded quality standards.
- Achieved a 20% increase in team productivity over the past year.
- Coached and mentored team members to enhance skills and performance.
- Conducted regular performance reviews and established development plans for team members.
- Implemented regular team meetings and feedback sessions to enhance collaboration.
- Achieved a high level of customer satisfaction.
- Resolved client issues promptly, resulting in an increase in customer retention.
Education
MBA - Artificial Intelligence & Machine Learning
PDPU University
Pune, Maharastra03-2026
M. Com - Accounts and Finance
Sardar Patel University
Vidyanagar, Anand, Gujarat05-2020
Bachelor of Commerce - Accounts and Finance
Saurashtra University
Rajkot, Gujarat05-2018
HSC - Accounts and Finance
Kendriya Vidyalaya Sangathan
Jamnagar, Gujarat05-2015
Skills
- Strategic Leadership & Organizational Development
- Operational Excellence & Business Transformation
- Global Workforce & Supplier Management (MSP/VMS)
- Process Optimization & Continuous Improvement (Lean Six Sigma)
- Quality Management Systems & ISO 9001 Governance
- KPI Strategy, Performance Management & Data-Driven Decision Making
- Stakeholder & Executive Relationship Management
- Risk Management, Compliance & Audit Readiness
- Automation, Digital Transformation & Process Standardization
- Program & Portfolio Management
- Vendor & Partner Ecosystem Management
- Change Management & Organizational Transformation
- Cross-Functional Leadership & Collaboration
- Customer Experience & Service Delivery Excellence
- Talent Development, Coaching & Leadership Pipeline Building
Certification
- Six Sigma Black Belt, 01/01/24
- Business Intelligence using Power BI, 01/01/23
- Microsoft Excel: Advanced Excel formulas & Functions, 01/01/23
- ISO 9001-2015 Certified Auditor and Implementer
Accomplishments
Recognized for successfully leading critical supplier operations during resource constraints while maintaining service continuity and meeting client SLAs for a major enterprise account.
Languages
- Hindi
- Gujarati
- English
Personal Information
Date of Birth: 12/17/97
Timeline
- Promoted as Sr Team Leader at Magnit Global, Vadodara, Nov 2024
- Started as Operations Team Leader at Magnit Global, Vadodara, May 2022
- Joined Teleperformance, Chandigarh, as Assistant Manager – Customer Care, Sep 2021
- Joined Tech Mahindra, Gandhinagar, as Operations Team Leader in Aug 2019
Profile Summary - Summary
Results-driven operations professional with extensive experience in supplier operations, workforce management, and service delivery within global MSP environments. Proven ability to lead teams, optimize processes, and drive operational efficiency through data-driven decision-making and Lean Six Sigma methodologies. Experienced in stakeholder management, performance monitoring, and implementing standardized operating procedures to enhance service quality and compliance. Adept at managing complex operational workflows while delivering consistent results aligned with organizational and client objectives.
Timeline
Sr. Team Leader
Magnit Global
11.2024 - Current
Operations Team Leader
Magnit Global
05.2022 - 11.2024
Assistant manager customer care
Teleperformance
09.2021 - 03.2022
Operations Team Leader
Tech Mahindra
08.2019 - 08.2021
MBA - Artificial Intelligence & Machine Learning
PDPU University
M. Com - Accounts and Finance
Sardar Patel University
Bachelor of Commerce - Accounts and Finance
Saurashtra University
HSC - Accounts and Finance
Kendriya Vidyalaya Sangathan