Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Extra curricular
Manager
Nagabhushan Gundanna

Nagabhushan Gundanna

Bengaluru

Summary

Operations leader with 20 years of experience driving service delivery, process excellence, and digital transformation across payroll, onboarding, billing, and claims. Proven success in unifying global teams, ensuring SLA/KPI compliance, and strengthening client trust through governance, transparency, and innovation. Expert in Lean Six Sigma, automation, and data analytics to optimize workflows and deliver measurable ROI. Skilled in stakeholder engagement, change management, and risk mitigation to align business operations with evolving objectives and regulations. Recognized for developing high-performing teams and embedding a culture of continuous improvement, adaptability, and customer-centricity.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Manager

Ascensus Global Services
08.2023 - Current
  • Oversaw diverse operational domains (Payroll, Onboarding, Billing, Claims), ensuring peak efficiency and seamless interdependencies.
  • Maintained alignment with contractual SLAs and KPIs, balancing speed, accuracy, and compliance under high-pressure situations.
  • Coordinated delivery across offshore/onshore teams to deliver unified, client-centric service excellence.
  • Implemented governance frameworks with structured reviews, executive reporting, and cross-functional alignment meetings.
  • Leveraged advanced data analytics and dashboards to anticipate issues, resolve bottlenecks, and direct high-impact interventions.
  • Realigned operations with evolving business objectives and regulatory changes through proactive management.
  • Led process redesign initiatives using Lean Six Sigma to optimize workflows and increase productivity.
  • Introduced automation and BOT solutions to enhance accuracy, reduce manual effort, and boost research capabilities.
  • Fostered deep stakeholder engagement, presenting operational intelligence and risk assessments to influence decision-making.
  • Strengthened client trust through transparent reporting and rapid issue resolution, ensuring alignment with business outcomes.
  • Guided culturally diverse global teams with mentorship and structured feedback to promote ownership and adaptability.
  • Conducted performance appraisals and developed talent through personalized growth plans.
  • Championed collaborative problem-solving and innovation.
  • Enforced comprehensive compliance frameworks and conducted Root Cause Analysis to prevent future deviations.
  • Standardized documentation and audit protocols for risk minimization and traceability.
  • Partnered with technology, finance, HR, and product teams for cross-departmental initiatives.
  • Facilitated knowledge sharing to break silos and accelerate project delivery.
  • Designed training modules and promoted professional certification to expand cross-domain expertise.
  • Built centralized repositories capturing best practices and lessons learned.
  • Developed compelling, data-backed business cases with clear ROI for process and technology investments.
  • Directed operational due diligence for onboarding and strategic projects for risk-managed integration.
  • Continuously monitored metrics, implemented proactive process improvements, and embedded a culture of innovation and adaptability.

Assistant Manager - Operations Support Services

Empower
07.2015 - 08.2023
  • Directed end-to-end daily operations for beneficiary claims in the retirement industry, ensuring compliance, efficiency, and service excellence.
  • Managed and mentored a high-performing specialist team, driving accountability, professional growth, and consistent achievement of performance goals.
  • Streamlined processes and implemented system enhancements, significantly improving productivity, accuracy, and customer satisfaction.
  • Led operational performance reviews and audits, identifying improvement opportunities and enforcing compliance with industry standards.
  • Delivered strategic consulting, change management, and transformation initiatives to strengthen organizational capabilities and business outcomes.
  • Championed data-driven decision-making by designing performance dashboards and leveraging metrics to guide continuous improvement.

Team Lead

J.P. Morgan Services India Pvt. Ltd.
08.2013 - 07.2015
  • Directed daily operations for beneficiary claims processes in the retirement industry, ensuring accuracy, compliance, and service quality.
  • Managed a team of specialists, driving operational efficiency and consistently achieving performance goals.
  • Spearheaded process development and implemented change requests to enhance productivity and streamline workflows.
  • Conducted root cause analysis to identify deficiencies, implement corrective actions, and prevent recurring issues.
  • Motivated, trained, and mentored team members to maximize productivity and deliver high-quality results.
  • Designed and facilitated onboarding programs, equipping new hires with knowledge of company procedures and best practices.
  • Fostered a positive team culture by promoting collaboration, open communication, and recognition initiatives.
  • Enhanced overall team performance through regular coaching, constructive feedback, and targeted skill development.
  • Established and tracked clear performance metrics, creating accountability and reinforcing progress toward organizational goals.

Senior Specialist

Fidelity Investments India Pvt. Ltd.
07.2012 - 08.2013
  • Spearheaded Customer Research & Resolution initiatives, overseeing correction processes across multiple operations teams to drive accuracy and compliance.
  • Identified critical process gaps and implemented strategic improvements, ensuring alignment with organizational goals and performance targets.
  • Provided specialized subject-matter expertise in managing complex cases, delivering timely and effective resolutions.
  • Successfully handled high-complexity operational tasks, demonstrating strong analytical and problem-solving capabilities.
  • Consistently delivered high-quality outcomes by adhering to rigorous quality controls and industry best practices.

Operational Analyst

J.P Morgan Services India Pvt. Ltd.
01.2010 - 06.2012
  • Led end-to-end processing of Death Benefit Claims within the Segregation Team, ensuring accurate validation and timely resolution of beneficiary requests.
  • Directed training programs, managed escalations, and executed quality audits to strengthen controls and enhance compliance across critical claims operations.
  • Spearheaded process reengineering initiatives, achieving reduced TAT and significant improvements in First-Time-Right accuracy and operational efficiency.

Senior Associate

Fidelity Investments India Pvt. Ltd.
08.2006 - 01.2010
  • Led specialized monetary processing initiatives, managing high-priority cases including Required Minimum Distributions (RMD), Social Security Number corrections, Mistake of Facts (MOF), Qualified Domestic Relations Orders (QDRO), and Death Benefit processing with precision and compliance excellence.
  • Executed complex, high-risk financial transactions with 100% adherence to regulatory standards, ensuring accuracy, client satisfaction, and minimizing compliance exposure.
  • Demonstrated versatility and leadership by seamlessly transitioning across multiple specialized functions, maintaining service continuity, and supporting team performance during dynamic operational needs.

Processor Executive

ICICI oneSource
11.2005 - 04.2006
  • Supported team members in their tasks, contributing to overall team success.
  • Increased productivity by effectively managing workload and prioritizing tasks.

Education

B.Com - Accounting And Finance

A.P.S College of Commerce
Bengaluru
06-2005

Skills

  • Team leadership

  • Decision-making

  • Complex Problem-solving

  • Strategic planning

  • Operations management

  • Performance management

  • Stakeholder Management

  • Process Optimization

Certification

  • ASPPA - RPF (2019)
  • Six Sigma Green Belt - Indian Statistical Institute (2018)
  • Foundation of Leadership - Euradicle (June 2025)

Languages

English
Kannada
Hindi
Telugu

Timeline

Manager

Ascensus Global Services
08.2023 - Current

Assistant Manager - Operations Support Services

Empower
07.2015 - 08.2023

Team Lead

J.P. Morgan Services India Pvt. Ltd.
08.2013 - 07.2015

Senior Specialist

Fidelity Investments India Pvt. Ltd.
07.2012 - 08.2013

Operational Analyst

J.P Morgan Services India Pvt. Ltd.
01.2010 - 06.2012

Senior Associate

Fidelity Investments India Pvt. Ltd.
08.2006 - 01.2010

Processor Executive

ICICI oneSource
11.2005 - 04.2006

B.Com - Accounting And Finance

A.P.S College of Commerce

Extra curricular

Sports and Fun Committee - Actively part of the Sports & Fun Committee, contributing to planning and organizing various employee engagement activities, including sports tournaments, festive celebrations, and team-building events. Focused on fostering a positive and inclusive workplace culture by promoting collaboration, well-being, and employee morale through fun and interactive initiatives.

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