Open To Work
KARTHIK C
Bangalore
Summary
Dynamic Operations Manager with a proven track record at Infosys BPM, excelling in service delivery governance and performance management. Expert in leveraging operational analytics and fostering cross-functional collaboration to drive continuous improvement. Adept at client relationship management and implementing automation solutions, enhancing efficiency and achieving SLA compliance.
Overview
15
15
years of professional experience
Work History
Operations Manager
Infosys BPM
10.2023 - Current
- Lead cross-functional teams to achieve KPI performance and operational excellence.
- Drive data-backed decisions using KPI dashboards and analytics.
- Implement workflow optimization and automation to reduce cycle time.
- Govern risk, compliance, and SLA adherence across operations.
- Manage client/stakeholder engagement, escalations, and vendor coordination.
- Oversee WFM: forecasting, roster planning, shrinkage control, and capacity modeling.
- Conduct performance reviews, coaching, and capability building.
- Run governance cadences (Daily/Weekly, MBR/QBR) and service delivery reporting.
Assistant Manager – BPO Operations
Infosys BPM
07.2021 - 09.2023
- Managed multi-process BPO delivery ensuring SLA and compliance adherence.
- Led client engagement, solutioning, and governance reporting.
- Executed transitions involving KT, SOP creation, and hypercare stabilization.
- Implemented process improvements elevating throughput and quality.
- Built dashboards/MIS; led performance huddles and governance rituals.
Team Leader – BPO Operations
Infosys BPM
01.2018 - 06.2021
- Ensured change management and SOP version control.
- Managed demand planning, backlog burn-down, and capacity tracking.
- Delivered SLA, quality, and volume reporting packs for leadership.
- Executed floor management, huddles, and control mechanisms.
Team Leader
Hinduja Global Solutions
08.2010 - 12.2018
- Led claims processing teams improving accuracy and utilization.
- Introduced automation/macros to eliminate repetitive tasks.
- Enabled SLA adherence and customer satisfaction improvements.
Education
MBA/PGDM -
Kuvempu University
12.2019
B.Com -
Bangalore University
12.2010
PUC -
12.2007
SSLC -
12.2005
Skills
- Operations Management
- Service Delivery Governance
- SLA/OLA & TAT Management
- Performance Management (KPI/OKR)
- Quality Assurance
- Incident & Escalation Handling
- Workforce & Capacity Planning
- Lean-driven Process Improvement
- RCA & Corrective Actions
- SOP/WI Standardization
- Continual Service Improvement (CSI)
- Automation Ideation (Macros/RPA)
- Transition & Project Management
- Client Relationship Management
- Vendor Management
- Risk & Issue Management
- CSAT/NPS/VOC Analysis
- Operational Analytics
- Trend & Variance Analysis
- MIS & Dashboard Reporting
- MBR/QBR Governance Packs
- Team Leadership & Coaching
- Performance Enablement
- Conflict Resolution
- Cross-functional Collaboration
- Advanced Excel (Power Query, Pivot, Lookups)
- PowerPoint (MBR/QBR decks)
- SQL/Power BI (working exposure)
- Automation tools understanding (Power Automate/UiPath)
Timeline
Operations Manager
Infosys BPM
10.2023 - Current
Assistant Manager – BPO Operations
Infosys BPM
07.2021 - 09.2023
Team Leader – BPO Operations
Infosys BPM
01.2018 - 06.2021
Team Leader
Hinduja Global Solutions
08.2010 - 12.2018
MBA/PGDM -
Kuvempu University
B.Com -
Bangalore University