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.
Hi, I’m
Manouj Yadav
Client Operations Head
Pune,MH
Summary
Overview
22
years of professional experience
4
Projects
3
Core industry‑relevant certifications
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 - 07.2010
Customer Service Executive
EXL Service
08.2004 - 04.2007
Maharaja Sayajirao University
Bachelor of Commerce
03.1997 - 07.1999
Work History
Infosys BPMPune
Client Operations Head
06.2025 - Current
Job overview
- 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
Infosys BPMPune
Senior Operations Manager
01.2022 - 06.2025
Job overview
- 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
State Street Syntel IndiaPune
Team Leader
04.2007 - 07.2010
Job overview
- 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
Infosys BPMPune
Operation Manager
09.2016 - 01.2020
Job overview
- 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
BNY MellonPune
Team Leader
07.2010 - 09.2016
Job overview
- 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
EXL ServicePune
Customer Service Executive
08.2004 - 04.2007
Job overview
- 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
Mahatma Gandhi Open UniversityMeghalaya
Master of Commerce
03.2011 - 07.2013
University Overview
Maharaja Sayajirao UniversityVadodara
Bachelor of Commerce
03.1997 - 07.1999
University Overview
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
Projects
🔐 IDAM Project (Deutsche Bank – Infosys, 2020)
This initiative delivered measurable efficiency gains, cutting down the equivalent of 10 full-time roles while enhancing security and compliance across the system.
- Led optimization of identity and access management processes within a complex database environment,
- Introducing a weekend central resource pool that streamlined operations and reduced dependency on manual oversight.
💰 SAP FI Deployment/Rollout (AGI – Infosys, 2017)
The project ensured seamless adoption, improved financial reporting accuracy, and strengthened compliance with industry standards.
- Supported the end-to-end deployment of SAP Financial Accounting (FI) tailored for investment banking operations.
- Responsibilities included configuration, rollout, and integration of financial modules to align with AGI’s specialized requirements.
🌍 Trade Processing Standardization (BNY Mellon, 2014)
The initiative established a standardized framework that improved scalability and cross-border collaboration.
- Directed the consolidation of disparate trade processing platforms across EMEA and US regions into a unified global system.
- Oversaw transition planning, stakeholder coordination, and process harmonization to achieve consistency, reduce operational risk, and enhance efficiency.
⚙️ Macro Development for NAV Reports (Statestreet Syntel, 2008)
This automation became a key enabler of operational efficiency in fund accounting processes.
- Designed and implemented an automated macro solution to streamline Net Asset Value (NAV) report validation and reconciliation.
- By reducing manual intervention, the solution improved accuracy, minimized human error, and significantly shortened reporting timelines.
Certification
- Black Belt Certification (BB)
- LEAN Bronze Certified
- Prince 2
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)