Summary
Overview
Work History
Education
Skills
Certification
Awards and Recognition
Business Visas
Timeline
Generic

KUNAL VYAVAHARE

Pune

Summary

  • With a comprehensive background spanning nearly 17 years, with substantial expertise as a Senior Manager in Operations, specializing in Driving Transformation Projects, Transitioning new business, and Project Management across diverse sectors, notably in Financial Services and Telecom (Inbound B2B Calls/Web Chat).
  • Proven track record of driving operational excellence through impactful process improvement initiatives and enhancing transactional efficiency through performance enhancement strategies. Delivered a business value of CAD 21.3 million (USD 17.05 million) to client.
  • Collaborating with Solution Design teams in Financial Services, conducting assessments by analyzing RFP/RFI from an offshoring perspective.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Senior Manager (Operations)

Infosys BPM Ltd
06.2015 - Current
  • Responsible for managing Wealth Management Line of Business for one of leading Canadian Bank, overseeing team of 180 Full-Time Equivalents (FTEs), including 4 Assistant Managers and 8 Team Leaders.
  • Managed client relationships, maintaining SLA compliance at 98% through regular calls and supplier reviews.
  • Handled level 2/3 escalations effectively, collaborating with process owners to strategies for future challenges.
  • Provided oversight for operations, including resource deployment, workflow management, and performance planning to ensure budget compliance.
  • Assumed responsibility for risk management, preparing and implementing Failure Modes and Effects Analysis (FMEAs).
  • Focused on managing and improving Customer Satisfaction (CSAT) and Employee Satisfaction (ESAT) at team level.
  • Ensured compliance with governance structures.
  • Successfully managed remote transition of 35 FTEs process in December 2020 via WebEx and MS Teams as a Project Manager.
  • Facilitated on-site transition of 21 FTE process in July 2017, spending four weeks in Canada to support seamless knowledge transfer.
  • Managed finance aspects, including invoicing for Wealth Management Line of business.
  • Conducted 1 on 1s, appraisals for Assistant Managers (AMs) and Team Leaders (TLs), vintage management, and team huddles for effective team management.
  • At engagement level administer/audit physical access control, activation and deactivation of applications, No Declaration Forms to be signed, initiate Background verification etc.
  • Business Continuity: Maintaining & tracking of BCP (Business Continuity Planning) for the entire engagement

Assistant Manager

Infosys BPM Ltd
01.2014 - 06.2015
  • Administered Lending process for leading Canadian Bank with total strength of 80 Process Executives, 2 Team Leaders
  • Organized weekly team meetings, facilitated dashboard reviews, and performed periodic performance appraisal on regular basis
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Implemented process re-engineering and transformation initiatives while coordinating with top & senior management on various projects.

Team Lead

Infosys BPM Ltd
04.2011 - 12.2013
  • Oversaw multiple teams handling Telecom (Inbound B2B calls & E-chat/Web chat) and Financial Services operations, ensuring adherence to SLA commitments, team performance, and comprehensive MIS reporting.
  • Independently led pivotal pilot process (Web chat), consistently meeting SLA targets of 98%.
  • Managed client relationships, maintaining above 80% C-SAT scores by consistently meeting and exceeding their expectations.
  • Provided essential support in optimizing various critical processes, thereby enhancing client satisfaction.
  • Led customer service operations, managed escalations, conducted call quality assessments, and identified growth opportunities.
  • Conducted Call/Web chat audits for teams in Pune and Bangalore.
  • Held regular review meetings with Quality Assurance (QA) and Subject Matter Experts (SMEs) on weekly basis.

Subject Matter Expert

Infosys BPM Ltd
10.2009 - 03.2011
  • Mentored 10 junior team members, contributing to their professional growth and development.
  • Established best practices for knowledge sharing, fostering culture of continuous learning and improvement.
  • Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
  • Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.

Process/Senior Process Executive

Infosys BPM Ltd
07.2007 - 09.2008
  • Responsible to take inbound calls from Customer and resolve their queries (UK Broadband).
  • Trained junior team members in technical skills and industry best practices, fostering culture of learning and growth.
  • Evaluated ongoing processes for possible enhancements and beneficial changes to best practices.

Education

Bachelor's in commerce - Banking And Finance

University of Pune
Pune
06.2006

Skills

  • Leadership
  • Business Process Re-Engineering
  • Analytics
  • Critical thinking
  • Creativity
  • Adaptability
  • Collaboration
  • Cross-Functional Collaboration

Certification

External

  • ITIL 2011 Foundation Certified
  • ITSM Foundation Certified
  • T300 - Money and Banking (Banking Domain)


Internal

  • T300 - Telecommunications Operations Fundamentals (Telecom Domain)
  • T100 - Fundamentals of Telecommunication (voice and data technologies & e-TOM process framework (Telecom Domain)

Awards and Recognition

  • "Be The Navigator Award" for closing a Business Value delivery project of CAD 21.3 million (USD 17.05 million)
  • "CEO’s High Performer Incentive" 2020-2021
  • "CEO’s High Performer Incentive" 2015-2016
  • Token of Appreciation "Outstanding Performance" in 2015
  • "Hall of Fame" Award in 2014
  • "Banking Vertical" Award in 2013
  • Spot Award in 2011
  • "Individual Extra Miller" Award in 2010
  • "CME Ramp" Award for Q3 2009-10
  • Token of Appreciation in 2009 & 2008 for "Effectively Managing Escalations as well as in for Showcasing Excellent Customer Services"
  • "Top Performer" Award in 2007

Business Visas

USA - Valid from: 01-Mar-2018 to 25-Feb-2028

Canada - Valid from: 05-Jul-2017 to 25-Jun-2027

Australia - Valid from: 25-Apr-2024 to 25-April-2029

Timeline

Senior Manager (Operations)

Infosys BPM Ltd
06.2015 - Current

Assistant Manager

Infosys BPM Ltd
01.2014 - 06.2015

Team Lead

Infosys BPM Ltd
04.2011 - 12.2013

Subject Matter Expert

Infosys BPM Ltd
10.2009 - 03.2011

Process/Senior Process Executive

Infosys BPM Ltd
07.2007 - 09.2008

Bachelor's in commerce - Banking And Finance

University of Pune

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KUNAL VYAVAHARE