KEVIN JOHN ABRAHAM
Bangalore
Summary
Operations and localization leader with over 14 years of experience managing large, diverse teams across global content delivery functions. Proven expertise in overseeing end-to-end localization workflows including Mastering, Dubbing, Subtitling & Servicing major media clients like Amazon, Disney, Netflix. Paramount, Universal and Warner Bros. Successfully led business growth initiatives, recruitment drives, and large-scale process improvement projects within localization environments. Adept at building scalable teams, defining operational structures, and fostering a culture of collaboration, quality, and continuous improvement. Strong stakeholder management and client servicing skills, with a focus on delivering high-quality localized content on time and within budget. Deep understanding of localization KPIs including OTD, quality, redelivery rates, and billing accuracy. Experienced in resource planning, training and development, SLA management, and performance reporting using dashboards and scorecards. A grounded and approachable leader committed to transparency, respect, and consistent delivery of business outcomes.
Dynamic professional with extensive experience in client services and localization. Skilled in strategy, analysis, and stakeholder management, driving significant improvements in operational efficiency and client satisfaction across global accounts.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Associate Director – Client Services
Deluxe Entertainment Distribution India Pvt. Ltd.
Bangalore
04.2024 - 09.2025
- Leading strategic client relationships and service delivery across global accounts and driving operational excellence and cross-functional collaboration to enhance client satisfaction.
- Led the assessment and hiring process for open positions for proactively looked at opportunities for HC savings based on current capacity and future trends, transferred headcount to other LOBs based on internal capacity, managing costs and the need for new HC requests.
- Drove process improvements and updates to HR policies, refreshed outdated procedures and facilitated Sfera release notes to a wider audience.
- Initiated and managed enhancement requests across multiple lines of business and locations.
- Defined and executed long-term client engagement strategies, resulting in improved retention and expanded business opportunities across key accounts.
- Championed cross-functional alignment between operations, technology, and client services to drive unified business outcomes.
- Partnered closely with Amazon to enhance OTD and quality performance metrics, achieving consistent month-over-month improvements and minimizing client escalations.
- Collaborated on weekly service performance calls with Senior Leadership in gathering and presenting data.
- The annual OTD was 99.92% and revenue generated in 2024 was 55 million USD.
- Played a key role in implementing and driving the Simple Conform Redesign project across various locations and ensured streamlined operation thereby reducing overheads by 40% for this workflow.
- Developed and executed comprehensive training plans for new hires and cross-training programs for OM transition along with T&I and GUSCT Managers, and was involved in finalizing the OM RACI, MT/MTPE & Termbeast workflows.
- Involved extensively in TM-OM training plans in driving execution, completion and assessment for over 400 + HC.
- Spearheaded the E2E Project Management for the WBD rush project, leading a supportive team to successful outcomes.
- Approx $850K revenue in 2 weeks.
- Finalized cost discussions for Disney India Hotstar Metadata and approved the final data shared with Finance.
- Created and delivered high-level presentations and decks for onshore visitors throughout the year, showcasing key wins, challenges, ongoing improvements, and providing strategic insights at offsite events.
- Oversaw the digital transformation of client service operations, incorporating AI to analyze client queries and responses, which improved operational efficiency by 25% and improved customer satisfaction.
- Streamlined the client feedback process, arrived at root cause, drove and implemented preventatives.
- Client satisfaction was exhibited via meetings and calls.
- Created capacity trackers for analyzing team productivity.
- Led the integration of AI-driven tools for predictive analytics in localization workflows, reducing manual intervention and increasing forecast accuracy.
- Introduced automation in client reporting, reducing turnaround time for insights by 60%.
Senior Manager – Client Services
Deluxe Entertainment Distribution India Pvt. Ltd.
Bangalore
04.2022 - 04.2024
- Oversaw all client portfolios, ensuring timely delivery and quality standards, mentored and developed high-performing teams to support business growth.
- Followed through with global OTC implementation and adoption feedback and closed any open loop with PC.
- Collaborated on the process for feedback tracking and setup to go over the line items reported.
- High level of collaboration in providing input and training plans for the Billing Transition Project.
- Successful closure of RPA – BITC Project.
- Completed the framework of succession planning across all levels.
- Brought down CDD past due inaccuracies by about 90% from the start of the year.
- Focused 1:1 feedback was provided, and POCs were put in charge of driving these metrics.
- Involved in collaboration with the JIRA ticketing process for Prod Management.
- Drove HR policies and performance management SOPs efficiently, also 5th-month probation reviews were added in addition to 3- and 6-month reviews compulsorily to avoid any potential probation extensions/failures.
- Engaged the team in various team bonding activities and monthly connects.
- Improved engagement initiatives post the formation of a core team (A.C.E).
Manager – Client Services
Deluxe Entertainment Distribution India Pvt. Ltd.
Bangalore
04.2020 - 04.2022
- Managed end-to-end client service for localization and media services.
- Implemented process improvements to streamline workflows and reduce turnaround times.
- Managed a span of 250 + comprising of Project Managers, Account Managers and Account Managers working closely with the top.
- Collaborated on the Client Services Accountability Project, ensuring all CS KPI’s were met/exceeded.
- Collaborated with CEA and Production to work on the errors caught at CEA and also on internal QC with Amazon Marketing.
- Worked with Production/Prod Management on Capacity Planning and provided escalation POC coverage through the BLR holidays.
- Brought automation improvements to the RPA – BITC BOT & SNL Asset Research BOT to make the process more robust and less prone to manual errors.
- Collaborated on the new mentorship program, piloted with Amazon and transformed across clients.
- High level of collaboration that significantly reduced Billing ageing by 75%.
- Worked on a system-driven preventative for low OTD that reduced the number of late deliveries by about 40%.
- Collaborated on setting expectations and driving a hybrid WFO model @ a 95% success rate.
- Attrition was kept at 9% for the Client Services span.
Assistant Manager – Localization Operations
Deluxe Entertainment Distribution India Pvt. Ltd.
Bangalore
04.2018 - 04.2020
- Ensured high compliance with client specifications and delivery timelines and improvements in QC processes.
- Played a key role in Localization Scheduling Project initiated by QPI.
- Received “Exceeds Expectations” performance ratings from 2018 through to 2020.
- Actively involved in Sfera process improvements, signing off on new processes and providing suggestions for improvement.
Senior Team Lead – Localization Operations
Deluxe Entertainment Distribution India Pvt. Ltd.
Bangalore
03.2015 - 04.2018
- Supervised a team of editors and coordinators handling high-volume projects and put in place QC processes for Netflix & Disney.
- 100% Quality achieved for the team for the entire of 2015 and 2017.
- Reduced attrition rate by 35% significantly through strategic recruitment.
- Improved quality by 55% via key process changes, checklist adoption and automated process changes documentation and automation enhancements.
Team Lead – Localization Operations
Deluxe Entertainment Distribution India Pvt. Ltd.
Bangalore
10.2013 - 02.2015
- Led daily operations for localization projects, focusing on quality and efficiency.
- Trained and mentored new team members and standardized editorial practices.
- Led QA research and implemented feedback-driven improvements.
- Contributed risk analysis and step reduction in workflows.
- Actively involved in training, feedback, and team development initiatives.
Senior Editor – Localization
Deluxe Entertainment Distribution India Pvt. Ltd.
Bangalore
04.2012 - 10.2013
- Collaborated with Project Managers in bringing about changes to processes, making them more efficient to ensure while exceeding set KPIs and benchmarks.
- Mentored and trained new recruits.
Editor – Localization
Deluxe Entertainment Distribution India Pvt. Ltd.
Bangalore
11.2010 - 04.2012
- Created, edited and QC’ed Subtitles for global media content and maintained very high quality and productivity metric benchmarks in adherence to client guidelines.
Education
Bachelor of Engineering - Telecommunication
Visvesvaraya Technological University (VTU)
Skills
- Localisation and Post Production Expert
- Expert Communicator and Facilitator
- People, Project and Stakeholder Management
- Strategy, Analysis and Planning Expert
Certification
- Leadership Training – TSL School of Leaders
- Introduction to Six Sigma – Pramod Karumampoyil
- Core Leadership Skills – Ken Blanchard
- Stakeholder Management for Leaders and Managers - LinkedIn
- Project Management Foundations – LinkedIn
- Introduction to Generative AI – LinkedIn
- Microsoft Generative AI Foundations Certificate
Hobbies and Interests
- Passionate about sports, particularly cricket and football
- Enjoy culinary exploration with a focus on Asian (Malay, Thai & Indian) cuisine
- Avid restaurant and food reviewer
- Enthusiastic traveler with a love for discovering new destinations
- Keen movie enthusiast
Others
- Holder of a Malaysian Passport
- Possess an OCI (Overseas Citizen of India) Card
- Valid United States Visa
Timeline
Associate Director – Client Services
Deluxe Entertainment Distribution India Pvt. Ltd.
04.2024 - 09.2025
Senior Manager – Client Services
Deluxe Entertainment Distribution India Pvt. Ltd.
04.2022 - 04.2024
Manager – Client Services
Deluxe Entertainment Distribution India Pvt. Ltd.
04.2020 - 04.2022
Assistant Manager – Localization Operations
Deluxe Entertainment Distribution India Pvt. Ltd.
04.2018 - 04.2020
Senior Team Lead – Localization Operations
Deluxe Entertainment Distribution India Pvt. Ltd.
03.2015 - 04.2018
Team Lead – Localization Operations
Deluxe Entertainment Distribution India Pvt. Ltd.
10.2013 - 02.2015
Senior Editor – Localization
Deluxe Entertainment Distribution India Pvt. Ltd.
04.2012 - 10.2013
Editor – Localization
Deluxe Entertainment Distribution India Pvt. Ltd.
11.2010 - 04.2012
Bachelor of Engineering - Telecommunication
Visvesvaraya Technological University (VTU)