NAVEEN SRINIVASAN
Bangalore
Summary
Senior Operations and Process Excellence Leader experienced in driving operational performance and service delivery improvements within global service organizations. Delivered significant enhancements in operations management, process optimization, and stakeholder engagement through strategic planning and effective team leadership. Focused on fostering collaboration with executive leadership to achieve organizational goals.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Manager - Process Excellence
Decision Foundry Pvt Ltd
Bangalore
04.2022 - Current
- Led operational excellence initiatives to enhance service delivery and streamline workflow efficiency.
- Monitored revenue performance and pipeline metrics to inform leadership forecasting.
- Coordinated internal teams and clients to ensure operational transparency.
- Manage key client documentation including SOWs and MSAs.
- Support ISMS compliance and internal audit processes.
- Develop MIS dashboards and operational performance reports.
Process Manager
Nabler Web Solutions Private Limited
Bengaluru
02.2015 - 03.2022
- Managed projects from initiation through completion, aligning goals, timelines, and milestones with organizational objectives.
- Developed process improvement plans to streamline business operations and boost efficiency.
- Collaborated with cross-functional teams to ensure smooth implementation of changes in the workflow.
- Performed root cause analysis of problems within the system and proposed corrective measures.
- Established documentation standards to promote consistency and clarity in processes.
- Conducted regular audits to verify compliance with quality control standards.
- Resolved issues related to process management by coordinating with stakeholders across departments.
- Developed training programs to enhance staff skills in process optimization.
Assistant Manager
[24]7 AI
Bangalore
11.2005 - 02.2015
- Managed customer engagement operations for global chat support and sales teams, enhancing response effectiveness.
- Prepared WBR, MBR, and QBR operational dashboards to inform strategic decision-making.
- Tracked workforce productivity, attrition, and utilization metrics to identify trends and support resource planning.
- Led performance reviews and coaching sessions for team leaders.
- Partnered with training teams to develop skill improvement programs.
Education
MBA - Project Management
Kuvempu University
Bachelor of Arts -
Mysore University
Skills
- Process Excellence
- Operations Management
- Strategic Planning
- Operations planning
- Performance oversight
- Operational Reporting
- Data analysis
- Revenue forecasting
- Service Delivery
- Vendor management
- Stakeholder Management
- Client management
- Customer experience improvement
- Data-driven decisions
- Internal Audits (ISMS)
- Team coordination
- Leadership
- Operations management
- Vendor management
Certification
GNIIT Certification
Accomplishments
• Highest Conversion Award - Capital One Chat Program
• Organization-Wide Best Team Leader
• Multiple Best Team Leader Awards - Capital One Programs
• Best Manager Awards - HVS and Core Units
• Organization-Wide Best Team Leader
• Multiple Best Team Leader Awards - Capital One Programs
• Best Manager Awards - HVS and Core Units
Personal Information
Title: Senior Operations & Process Excellence Leader
Languages
- English
- Kannada
- Hindi
- Telugu
- Tamil
Languages
English
Proficient (C2)
C2
Kannada
Proficient (C2)
C2
Hindi
Upper Intermediate (B2)
B2
Telugu
Native
Native
Tamil
Proficient (C2)
C2
Timeline
Senior Manager - Process Excellence
Decision Foundry Pvt Ltd
04.2022 - Current
Process Manager
Nabler Web Solutions Private Limited
02.2015 - 03.2022
Assistant Manager
[24]7 AI
11.2005 - 02.2015
MBA - Project Management
Kuvempu University
Bachelor of Arts -
Mysore University