Jagannath Karra
Director Operations
Hyderabad,TG
Summary
2004 Master’s in Business Administration (Finance)
from SYMBIOSIS UNIVERSITY, Pune
1997 B.Sc. from Osmania University, Hyderabad
A competent management professional with rich experience in identifying new opportunities, assessing the company’s
product performance, and helps to develop its long-term strategic plans for future product lines across diversified domains
Proven Excellence in driving results and performance optimization through client specific internal KPIs and financials,
while ensuring Service Level Agreements are met with optimum quality and service
Significantly rendered leadership to multiple and diverse / complex process and would be responsible for operational
excellence to achieve client SLA deliverables
Accomplished revenue targets both from primary clients ($3.85MN) and thru vendors ($2.3MN) with a margin of
56% (for outsourced projects)
Successful in setting up operations from scratch to help it grow from 20 FTEs to 80 FTE’s for a start-up company by
outstanding performance
Highly skillful to deliver consistent progression in customer and employee satisfaction and proactive approach to
rapid expansion and change management
Affluent experience in managing top-line & bottom-line profitability with respect to cost, resource deployment, time
overruns and compliance
Engaged with all levels of Business Organization inclusive of Captive, Third-party, and Start-ups
Dynamic experience in Insurance (LOMA trained), Level - 0 Helpdesk - (Inbound/outbound calling), US mortgage real
estate title insurance processes, US credit card (Payment Investigation, Rewards, Risk & Compliance, underwent
AML, KYC, CIP Modules, Supplier Information Management, Audit Vendor Statement and customer support
CORE COMPETENCIES
Operational Excellence Customer Service Delivery SLA & KPI Management
Business Process Improvement Contact Center Operations Vendor Management
Process Transitions Key Account Management People Management
SOFT SKILLS
______________________________________________________________ EDUCATION
JAGANNATH KARRA
A versatile professional having 23+ years of profound Leadership experience in BPO Operations
Management, Strategic Planning, P&L Management, Service Delivery Management, Customer
Support, Client Relationship Management, Risk & Compliance, Auditing, Vendor Management and
Team Management in an organization of high repute.
Overview
19
19
years of professional experience
3
3
Certifications
Work History
Principal Director
LTI Mindtree
09.2022 - Current
Director
Orchestrate Systems Pvt. Ltd
04.2021 - 09.2022
Orchestrate
01.2021 - 01.2022
General Manager
String Information Services Pvt. Ltd
08.2017 - 03.2021
String
India Pvt
Ltd
01.2017 - 01.2021
Head
NTC Softech India Pvt. Ltd
09.2014 - 06.2017
NTC Softech
01.2014 - 01.2017
Inspiredge, IT Solutions
Pvt Ltd
01.2013 - 01.2013
Indecomm, Global
Services
01.2005 - 01.2005
LTI Mindtree
Systems Pvt
Ltd
01.2022
- Responsible for leading 24/7 customer support operations with over 200+ headcount
- Along with overseeing operations also responsible for training and quality division
- Support all the modalities including Chat and Phone
- Responsible for driving revenues, account margin
- Has driven lot of initiatives including Call back tracker, Case scrubbing, Compliance Audits, improvement of soft skills
- Consequence Grid, etc
- Able to exceed on client deliverables (CPI’s) helped us achieve rewards month on month consistently over last 5 months
- Responsible for leading operations delivering on client SLA, company's internal KPIs, resource management and client management
- Working closely with the business head in devising the service delivery strategy for the business including skill & competency requirements, internal KPI design, design & implementation of improvement projects to improve productivity & efficiency and optimize cost of operations
- Implementing operational efficiency improvements, includes standardization of processes, quality control, employee management, order management, training and development, and customer satisfaction
- Setting up the performance metrics with monthly rating, PIP, Training & Quality Team, and Abstractor Network
- Responsible for overall service delivery for US Mortgage operations i.e.in Loan Processing Supporting Order Entry, Title
- Search services and post-closing services i.e
- Policy production
- Spearheaded a team of 300 personnel and accountable for overall center performance including IT, HR, Admin and
- Operations
- Proficient in delivering service level agreements made with various clients in terms of production and quality across the business division assigned
- Adept in ensuring smooth and seamless transition of new process and financial goals set in terms of FTE realizations, gross margins and EBITDA are met / exceeded
- Monitored processes and identify subordinate training needs along with those of the organization and drove efforts for organizational flexibility through cross-training objectives
- Extended contribution in interviewing candidates, providing hiring recommendations, writing and conducting performance reviews, providing ongoing feedback and coaching
- Evinced in-depth knowledge about the US Title search process and led Title search process delivery to US mortgage clients
- Worked on process improvements to improve timeliness, quality, efficiency, and productivity of the process
- Pioneer in setting up the US Mortgage -Title Operations for BPO verticals from scratch and started with a team of 20, grown it by 4 times of its size in less than 2 years
- Dynamically started with 1-2 tasks and has transitioned multiple states for online and plant Title Searches and various other tasks
- CARRER HIGHLIGHTS
- Successfully managed 2 service lines in US Mortgage Title Insurance processes with achieved target of US $ 3.85 Mn (handled end to end Title services), skillfully handled 25 different clients and met all key deliverables of capacity utilization, quality, and production
- Dynamically managed a center to grow from 20 FTEs to over 300 FTEs being part of acquisition
- Significantly handled End to End Title Operations including Escrow Services, Ordering Taxes (both Online and Calling)
- Payoff, Title Searches and Policy Production
- Accomplished over 95% accuracy as per defined SLAs by identifying and implementing effective processing tools
- Adroit in managing vendor management group of 85 people as an additional responsibility which entailed conducting quality checks, training, timely deliveries, licensing, and pricing
- Highly successful in generating an additional revenue of over US $ 295,000 by expanding services and adding up new avenues for existing clients
- Outsourced processes worth US $ 2.3 Mn to 2 vendor locations outside Bangalore thereby resulting in 56% higher revenue, quicker completion while maintaining superior quality
- Successfully improved TAT from 70% to 90% on voice processes within 1 month of taking charge
- Successfully improved client project accuracy less than 80% to over 99% through six sigma green belt projects
- Successfully improved TAT from 85% to 96% for US Credit cards payments process and TAT for Voice process from 70% to over 90% within a single month of taking charge
Education
Executive General Management Program - undefined
IIM
Master of Computer Applications - undefined
MADURAI KAMARAJ UNIVERSITY
Accomplishments
- Feb’13 – Nov’13: Inspiredge IT Solutions Pvt
- Ltd, Vishakhapatnam as AVP-BPO Services – Operations
- Jan’11 – Jan’13: Indecomm Global Services, Bangalore as Manager – Operations
- Oct’08 – Jan’11: Synchrony Financial Services, Hyderabad as Manager - Operations
- Dec’05 – Oct’08: First Indian Corporation Pvt
- Ltd., Hyderabad as Assistant Manager – Operations
- Sep 04- Aug’05: Karvy Global Services, Hyderabad as Assistant Manager-Transaction processing
- Mar’03 – Jun’04: Intelligroup Asia Pvt
- Ltd., Hyderabad as Associate Manager – Call Center
- Feb’99 – Mar’03: GE Capital International Services, Gurgaon & Hyderabad as Process Associate
Certification
Professional Scrum Master - I
Timeline
Principal Director
LTI Mindtree
09.2022 - Current
LTI Mindtree
Systems Pvt
Ltd
01.2022
Director
Orchestrate Systems Pvt. Ltd
04.2021 - 09.2022
Orchestrate
01.2021 - 01.2022
General Manager
String Information Services Pvt. Ltd
08.2017 - 03.2021
String
India Pvt
Ltd
01.2017 - 01.2021
Head
NTC Softech India Pvt. Ltd
09.2014 - 06.2017
NTC Softech
01.2014 - 01.2017
Inspiredge, IT Solutions
Pvt Ltd
01.2013 - 01.2013
Indecomm, Global
Services
01.2005 - 01.2005
Executive General Management Program - undefined
IIM
Master of Computer Applications - undefined
MADURAI KAMARAJ UNIVERSITY