Open To Work
Manouj Yadav
Client Operations Head
Pune,MH
Summary
Strategic, dynamic, and accomplished Operations Leader with 20+ years of experience spearheading large-scale service delivery, operational transformation, and business growth initiatives. Proven expertise in building and developing high-performing teams, enhancing operational efficiency, and driving customer-centric outcomes across complex environments. Recognized for visionary leadership, strong strategic decision-making, and a commitment to continuous improvement that delivers measurable business impact, strengthens stakeholder relationships, and drives long-term organizational success.
Overview
22
22
years of professional experience
5
5
years of post-secondary education
4
4
Projects
2
2
Languages
Timeline
Client Operations Head - Infosys BPM
06.2025 - Current
Senior Operations Manager - Infosys BPM
01.2022 - 06.2025
Operation Manager - Infosys BPM
09.2016 - 01.2020
Mahatma Gandhi Open University - Master of Commerce,
03.2011 - 07.2013
Team Leader - BNY Mellon
07.2010 - 09.2016
Team Leader - State Street Syntel India
04.2007 - 07.2020
Customer Service Executive - EXL Service
08.2004 - 04.2007
Maharaja Sayajirao University - Bachelor of Commerce,
03.1997 - 07.1999
Work History
Client Operations Head
Infosys BPM
06.2025 - Current
- Owned business, revenue, profitability, and margin targets, driving cost optimization, productivity improvements, and sustainable growth
- Reviewed financial performance regularly and forecasted business growth to support strategic decision-making and long-term planning
- Managed budgets, investments, and resource allocation to balance client delivery excellence with operational efficiency
- Oversaw end-to-end service delivery across multiple programs and accounts, ensuring seamless execution and high client satisfaction
- Defined long-term business strategy, aligning operations, resources, and service offerings with organizational goals
Identified and promoted opportunities for digital transformation, AI, automation, and new service offerings to enhance operational effectiveness - Supported sales and pre-sales teams by contributing to RFPs, client presentations, and solution design to strengthen win rates and client engagement
- Managed multiple Service Desk projects, ensuring timely delivery, adherence to SLAs, and positive customer experience
- Increased client satisfaction scores by 30% annually through effective operations leadership, service excellence, and continuous improvement initiatives
- Designed and implemented training programs that improved team productivity by 20% and enhanced service quality
- Negotiated and secured contracts worth $2M, generating significant new business revenue and expanding the client portfolio
- Managed a key banking client, ensuring high-quality service delivery, compliance with requirements, and strong relationship management
- Championed operational excellence initiatives that led to a 15% increase in profit margins through process improvements and performance optimization
Senior Operations Manager
Infosys BPM
01.2022 - 06.2025
- Oversaw creation, modification, and revocation of user accounts across enterprise systems and applications, ensuring secure and compliant access management
- Managed multiple banking transactions and led banking-related projects, coordinating stakeholders and ensuring operational accuracy
- Managed primary accounts and Active Directory integrations, streamlining identity and access processes and improving user lifecycle management
- Facilitated home drive relocations and data transfers across multiple countries and locations, minimizing downtime and maintaining business continuity
- Ensured audit readiness and compliance for internal and external reviews, aligning access practices with regulatory and corporate standards
- Implemented controls and documentation frameworks to meet stringent audit requirements, strengthening governance and risk management
- Directed high-volume recertification processes for critical systems, safeguarding security and maintaining access integrity
- Conducted Key Operating Procedure (KOP) recertification across all applications within the database network, reinforcing operational compliance and control effectiveness
Team Leader
State Street Syntel India
04.2007 - 07.2020
- Completed comprehensive training on Equity, Bonds, Futures, and Options and took on full team leader responsibilities, including review and validation of fund NAVs
- Supervised the Multifold fund accounting process for a period of 6 months, overseeing daily operations and performance of 15+ FTEs across multiple teams
- Led day-to-day workload allocation, issue resolution, and quality control for fund accounting activities to ensure timely and accurate NAV production
- Administered the identification, validation, and implementation of process improvement opportunities, enhancing efficiency and supporting clients in maximizing operational performance
- Developed an automated NAV reconciliation macro, improving accuracy and reducing processing timelines for fund accounting operations
- Collaborated with cross-functional stakeholders to support system enhancements, streamline workflows, and reinforce controls within the Multifonds environment
Operation Manager
Infosys BPM
09.2016 - 01.2020
- Prepared comprehensive financial reports and conducted detailed financial analysis to support operational and strategic decision-making
- Reviewed and posted month-end journal entries, ensuring accuracy, compliance, and timely completion of the closing process
- Executed end-to-end transaction management for key banking accounts, supporting seamless financial operations and consistent client service delivery
- Streamlined month-end closing activities, reducing processing time and enhancing the accuracy and reliability of financial statements
- Prepared and reviewed balance sheet account reconciliations, performing variance analysis to identify issues and support corrective actions
- Led the integration of a new CRM system, improving client data management and visibility of the sales pipeline across multiple banking portfolios
- Developed and implemented standardized reconciliation procedures for balance sheet accounts, decreasing the time required for variance analysis and improving control over account balances
Team Leader
BNY Mellon
07.2010 - 09.2016
- Spearheaded asset administration processes to deliver trustee and administrative services for capital markets in the EMEA and US regions, ensuring accurate handling of complex financial instruments
- Verified and updated asset ratings from global rating agencies, maintaining up‑to‑date records to support informed decision-making and risk assessment
- Collaborated with the trade processing team in the CDO business to support timely and accurate trade execution and documentation
- Coordinated cross-functional activities to achieve smooth execution of day-to-day operations, supporting consistent uptime of Call Centre infrastructure and adherence to operational deadlines
- Enhanced operational efficiency by establishing and reinforcing cross-functional coordination mechanisms, improving communication flows and issue resolution related to Call Centre infrastructure and processes
Customer Service Executive
EXL Service
08.2004 - 04.2007
- Managed unit statements for AVIVA UK insurance policies, including reviewing policy details, rebalancing client information, and ensuring data accuracy
- Administered inbound and outbound client calls, addressing policy-related queries, resolving issues, and providing high-quality customer service
- Developed and coordinated group insurance plans in line with client requirements, supporting smooth onboarding and ongoing policy administration
- Maintained and updated MIS reports for the process, supporting performance tracking, decision-making, and compliance with internal standards
- Provided operational floor support by monitoring service levels, guiding team members, and helping to maintain adherence to service expectations
- Conducted team training sessions, identified training needs, and provided constructive feedback to improve customer handling and process knowledge
- Prepared standard operating procedures and operational manuals for insurance processes and obtained client approval to ensure alignment with service and compliance requirements
Education
Master of Commerce -
03.2011 - 07.2013
Bachelor of Commerce -
03.1997 - 07.1999
Skills
- Project planning and development
- Contract negotiation
- Document control
- Business strategy development
- Client relations
- Program administration
- Operational efficiency
- Process improvement strategies
- Risk management
- Cost reduction
- Project leadership
- Maintenance planning
- Contract management
- Multi-unit operations management
- Revenue generation
- Contract review and recommendations
- Financial management
- Business process re-engineering
- New product introductions strategies
- Business planning
- Management information systems
- Mergers and acquisitions
- Regulatory compliance
Projects
- IDAM Project (Deutsche Bank) at Infosys
- SAP FI Deployment/Rollout (Investment Banking - AGI) at Infosys
- Trade Processing Standardization (EMEA & US) at BNY Mellon
- Development of Macro for Statestreet Syntel
Certification
- Black Belt Certification (BB)
- LEAN Bronze Certified
- Prince 2
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)