Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Hobbies and Interests
Languages
Timeline
Generic

Martin Kumar

Bangalore

Summary

Dynamic Operations & Training Manager with a proven track record at Cognizant, excelling in performance management and risk assessment. Spearheaded initiatives that achieved 100% TAT, enhancing client relations and driving operational excellence. Adept at strategic planning and fostering team engagement through innovative training programs.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Operations & Training Manager

Cognizant
Bengaluru
03.2023 - Current
  • Led operations and training initiatives for Google's Trusted Genome workflow.
  • Managed pilot projects with 95–100% TAT, ensuring timely and high-quality delivery.
  • Developed SOPs to streamline critical tasks and ensure operational consistency.
  • Utilized FMEA methodology to mitigate risks and improve service quality.
  • Strengthened client relationships through regular communication and value-driven solutions.
  • Directed a team of 30+, including hiring, coaching, and performance management.
  • Spearheaded innovation campaigns to drive productivity and engagement.
  • Designed, deployed, and assessed comprehensive training programs for operational excellence.
  • Collaborated across departments to ensure alignment between training goals and business deliverables.

Assistant Manager – Operations

Concentrix (IBM Global Process Services)
Bengaluru
08.2012 - 03.2023
  • In 2019, traveled to Australia (Melbourne) to transition the Optus process, conducting end-to-end knowledge transfer, SOP documentation, and onshore/offshore team training.
  • Oversaw team performance and implemented operational improvements to meet SLAs.
  • Reviewed metrics and dashboards to identify performance trends and improvement areas.
  • Conducted training need analysis and delivered impactful coaching sessions.
  • Handled client escalations and ensured high CSAT through proactive resolution.
  • Supported transitions and drove change implementation across multiple processes.
  • Managed recruitment, quality audits, and coordinated with IT/HR for operational continuity.
  • Clients: Cisco / Energy Australia / Optus

HR Consultant

Focus-in Consultancy
Bengaluru
01.2011 - 06.2011
  • Conducted recruitment drives and mediated employee relations issues.
  • Participated in networking events to stay current with HR best practices.

Associate

Aditya Birla Minacs
Bengaluru
01.2010 - 11.2010
  • Delivered high-quality customer service and exceeded call handling targets.
  • Addressed customer queries and resolved issues with efficiency and professionalism.

Education

MBA - Finance

Annamalai University
India

B.Com - Accounting & Finance

Jain Evening College
Bengaluru

Pre-University - Commerce & Management

St. Joseph Evening College
Bengaluru

Skills

  • Generative AI
  • Power BI, Advanced Excel & PPT's
  • People Management
  • Performance Management
  • Risk Management
  • Strategic Planning
  • FMEA & Process Optimization
  • CSAT & NPS Management
  • Client Relations & Stakeholder Communication
  • Operations management & Optimization
  • Training development & Performance analysis
  • Risk assessment
  • Change management
  • Knowledge transfer
  • Effective communication
  • Problem solving
  • Conflict resolution
  • Data-driven decision making

Certification

  • Best-in-Class Certified Trainer
  • Miller Heiman Certified (Highest Score)
  • T3 Certified in GROW & OILS Framework
  • SPARC Core Certified
  • Yellow Belt Certified (Lean Six Sigma)
  • Crio Platform: Full Stack Development (Ongoing)
  • Data Science Course (Pursuing)

Accomplishments

  • Recognized as Best Team Lead (2023 & 2024)
  • "Extra Mile" Award Winner – 2023
  • Recognized during VOC – 2019
  • Multiple Process-Level Rewards & Recognitions

Hobbies and Interests

  • Short Bike & Car Rides
  • Playing Guitar
  • Music & Reading Books

Languages

  • English, C2
  • Tamil, C1
  • Kannada, B1

Timeline

Operations & Training Manager

Cognizant
03.2023 - Current

Assistant Manager – Operations

Concentrix (IBM Global Process Services)
08.2012 - 03.2023

HR Consultant

Focus-in Consultancy
01.2011 - 06.2011

Associate

Aditya Birla Minacs
01.2010 - 11.2010

MBA - Finance

Annamalai University

B.Com - Accounting & Finance

Jain Evening College

Pre-University - Commerce & Management

St. Joseph Evening College

Similar Profiles

CREATE PROFILE
Martin Kumar