Karthik Kannan
Medical Operations Lead
BANGALORE,KA
Summary
A strategic leader with 20 years of cross-industry experience spanning Pharma, Retail, Corporate Operations and Global Operations. I drive business growth, operational excellence, and high-performing teams across diverse markets. Currently, I lead Medical Operations for Amgen’s Global Service Centre. I manage multi-market engagements, driving quality, compliance, and innovation across markets. My focus is on creating synergy between people, process, and technology, integrating Generative AI to accelerate value delivery in the life sciences space, with a mantra "leading with vision, scaling with precision, and delivering with purpose."
Overview
21
21
years of professional experience
5
5
Certifications
4
4
Languages
Work History
Medical Operations Lead
Indegene
03.2024 - Current
- Heads the overall Engagement from Indegene side for AMGEN Medical GSC.
- Engages Actively with GSC Medical Leadership team.
- Accountable for quality and on time delivery of all services.
- Set- up and lead periodic check- points and internal audits (Offshore and Onsite).
- Escalation point for high risk/impact issues. Develops and implements risk/issue mitigation plans.
- Responsible for market onboardings for Medical stakeholders
- Manage entire team including Medical Account Liaisons and Account Managers and ensure team motivation and engagement. Accountable for Amgen relationship management.
- Managed daily operations, ensuring timely delivery of high-quality products and services to clients.
- Conducted regular performance assessments, providing constructive feedback and identifying areas for growth and development among team members.
Project Manager
Indegene
03.2022 - 03.2024
- Handling various digital marketing material creation projects for Pfizer for AfME region.
- Daily and weekly client interactions for project updates and new project plans.
- Expertise in Waterflow, Agile methodology and Omni channel approach
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Proficiency in entire project cycle from Project pre-planning, Scoping, Budgeting, Risk Management, Execution, Deployment and Closure.
- Understanding of Pharma Digital Marketing and its components, proficiency in Veeva CRM, Salesforce, GCMA, and other tools which are used in Pharma marketing components development.
- Knowledge on end-to-end project cycle of Pharma Marketing related projects such as creation of Digital Presentation, Marketing Emails, Rep- Triggered Emails, Social 2 Way, Teams posts and HCP Webpages.
- Experience in handling Pharma Medical, legal and regulatory approval process, and final deployment process.
Sales manager IKEA for business B2B
IKEA
12.2021 - 02.2022
- Sales acumen of market and drive revenue numbers using various channels
- Studying drawings and proposing full solutions for furniture and accessories
- Customer relations & order management
- Site visits to ensure smooth project execution
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
Manager Sales and Operations
Kenz Furnishing W.L.L
04.2018 - 09.2021
- Manage complete operations for Team KENZ Décor
- Lead management
- Order management
- Negotiating and finalizing the interior fit-outs packages for all ongoing projects
- Reading from the drawing and BOQ and projecting a cost estimate and quotations with respect to interior fit-outs
- B2B Sales
- Customer relations & escalations
- Sales acumen of market and drive revenue numbers using various channels
- Project consultation and execution
- Managed and motivated employees to be productive and engaged in work.
Manager Training & Operations
IOTA - Institute Of Talent Acquisition
11.2016 - 04.2018
- Maintain a keen understanding of training trends. Identify and assess future and current training needs through market analysis
- Conduct campus drives in colleges for Corporate training and placements
- Onboarding new corporate clients for manpower staffing
- Grooming trainees on communication and interpersonal skills
- Preparing training modules for all training needs
- Draw an overall or individualized training and development plan that addresses needs and expectations
- Managing HR recruitment team for manpower staffing and HR projects.
Senior Relationship Associate / Sales Operations
Urban Ladder Home Decor Pvt Ltd
11.2015 - 10.2016
- Handling Sales Operations for Kitchen, Wardrobe and Interior Design category
- Handling Lead Management, Order Management, Aftersales escalations
- Coordinating with Sourcing team to raise Purchase Order and track the same until delivery
- Planning daily activity event for consultants with customer across cities all over India
- Responsible for the efficient allocation of Sales Leads to consultant
- Ensuring all customer escalations and emails are responded within promised TAT
- Ensuring all sales organization objectives are assigned in a timely fashion
- Monitoring the accuracy and efficient distribution of sales reports essential to the sales operation
- Coordinating with delivery teams for timely update and follow-ups
- Planning customer delight activity to ensure positive customer experience in case of delay in delivery
Customer Service Specialist
First Advantage Corporation
08.2013 - 03.2015
- Handling B2B client calls, Escalations and Client complaints
- Handling Emails and Chats from clients regarding the Background verification
- Handling escalations with defined operational procedures for increasing the efficiency of task completion
- Ensure customer is heard throughout escalation process
- Establish correct expectations, enforce relief and resolve through effective communication
- Updating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly
- Researching on orders which are crossed the ETA and notifying clients with updated ETA
- Following up with backend teams to ensure the case gets completed and clients get notified.
Quality Assurance Analyst
Ocwen Financial Solutions Pvt. Ltd. - APAC
06.2011 - 08.2013
- Handling 150 agents per month (3 calls per agent)
- Auditing and Evaluating a minimum of 450 calls & Providing feedback to agents
- Helping Operation team in conducting Training and Weekly QA Quiz
- Conducting weekly calibrations across locations with all managers and Team Leaders
- Performing Micro analysis to check the work flow for all departments
- Design training sessions for the new employees and educate them on communication skills, application and process knowledge, problem-solving abilities, etc
- Verify compliance of every call with the prescribed rules and regulation. Take corrective measures in case of discrepancies.
- Forecast several requirements of the organization and prepare, in advance, to meet the needs, such that there is no degradation of quality in work
Sr.Executive
First American (India)
04.2008 - 05.2011
- Assigning appraisal orders to appraisers all over USA by fee negotiation
- Following up with Appraisers on every single order for status update
- Handling Inbound calls from both Appraisers and Clients (Banks)
- Creating Pareto reports and sending it to US head office
- Performing Quality Check on completed forms sent by appraisers to ensure Customer satisfaction
Team Leader
HTMT
02.2005 - 08.2007
- Promoted rapidly across SME, MIS, and Team Leader roles, supporting large contact-center operations.
- Handled escalations, SLA adherence, ATT control, and team performance reporting.
- Managed MIS functions including payroll, leave, recruitment, attrition, invoices, downtime trackers, and HR data for 130+ headcount.
- Prepared management reports, dashboards, and PPTs for quality, training, and leadership reviews.
- Led and motivated inbound and outbound teams of up to 35 members, conducting performance reviews and one-on-one coaching.
- Monitored calls, ensured script and compliance adherence, and implemented quality spot-checks.
- Set and tracked daily/monthly sales targets, drove productivity through incentives, and ensured customer handling standards.
- Experience across Hutch Bangalore & Chennai and Standard Chartered Bank (Outbound Sales – Smart Credit Account).
Education
Bachelor of Commerce (B.Com.) - Business/Commerce, General
CV Raman College of Engineering (CVRCE)
Bhubaneswar01.2015
Pre University Course - Commerce
Sri Mangilal Sundar Bai Gotawat Jain College of Arts & Commerce
Bangalore01.2004
Skills
Team management
Performance management
Priority management
Project management
Vendor management
Generative AI Promt optimization and usage
Agile & Waterfall Methodologies
Certification
Hitting the mark 2022
Music & Cooking
I love to sing and cook, and I’m deeply passionate about both. Singing lets me express my emotions, while cooking allows me to create and share happiness two passions that truly define me.
Timeline
Medical Operations Lead
Indegene
03.2024 - Current
Project Manager
Indegene
03.2022 - 03.2024
Sales manager IKEA for business B2B
IKEA
12.2021 - 02.2022
Manager Sales and Operations
Kenz Furnishing W.L.L
04.2018 - 09.2021
Manager Training & Operations
IOTA - Institute Of Talent Acquisition
11.2016 - 04.2018
Senior Relationship Associate / Sales Operations
Urban Ladder Home Decor Pvt Ltd
11.2015 - 10.2016
Customer Service Specialist
First Advantage Corporation
08.2013 - 03.2015
Quality Assurance Analyst
Ocwen Financial Solutions Pvt. Ltd. - APAC
06.2011 - 08.2013
Sr.Executive
First American (India)
04.2008 - 05.2011
Team Leader
HTMT
02.2005 - 08.2007
Pre University Course - Commerce
Sri Mangilal Sundar Bai Gotawat Jain College of Arts & Commerce
Bachelor of Commerce (B.Com.) - Business/Commerce, General
CV Raman College of Engineering (CVRCE)