Nirmal C

Project Client : Google | GE HealthCare

• Led daily operations management for multi-site teams, improving service delivery and achieving 20% productivity gains.
• Directed a team of 140+ associates with a focus on team leadership, training, and performance management to ensure SLA compliance.

• Implemented process improvement initiatives that reduced operational costs by 15% while enhancing quality and turnaround time.
• Managed end-to-end project management activities for transition and transformation projects, delivering on time and within budget.
• Identified and mitigated operational risks through effective risk management strategies, ensuring uninterrupted business continuity.
• Optimized resource allocation and scheduling, enhancing workforce utilization and minimizing downtime.
• Oversaw budgeting and forecasting activities, consistently meeting financial targets and controlling costs.
• Maintained quality assurance standards by conducting regular audits and addressing compliance gaps.
• Developed and maintained comprehensive performance measurement dashboards to track KPIs and support strategic decisions.
• Fostered strong stakeholder and vendor management relationships to ensure seamless coordination and service excellence.
• Led change management processes during process transitions to minimize disruption and gain employee buy-in.
• Utilized reporting and MIS tools to deliver actionable insights to senior leadership for informed decision-making.
• Exercised strong problem-solving and decision-making skills in a fast-paced, dynamic environment to resolve operational bottlenecks.

Project Client : AC Nielsen | Walmart.

Roles: Operations Lead | Quality Analyst | Team Manager | Delivery Excellence Specialist | Engagement Owner | Business Analyst

Key Responsibilities:
• Led multiple accounts with end-to-end delivery responsibility, ensuring SLA adherence and client satisfaction.
• Managed teams of 25+ associates across geographically distributed locations, fostering a culture of accountability and performance excellence.
• Conducted root cause analysis and developed actionable improvement plans that led to a 15–20% increase in productivity.
• Partnered with stakeholders to define business requirements, drove automation initiatives, and delivered IT-enabled solutions for business process efficiency.
• Served as a Quality Analyst implementing Lean and Six Sigma methodologies, reducing defect rates and improving process compliance metrics.
• Oversaw delivery excellence programs by establishing governance frameworks, KPI dashboards, and continuous improvement plans.
• Acted as primary engagement owner for global clients, managing escalations, budgets, and delivery outcomes aligned with business goals.
• Mentored team members, driving career development and succession planning within delivery teams.

Key Achievements:
• Awarded “Best Delivery Excellence Champion” for operational performance improvement.
• Successfully transitioned three critical processes on time and under budget with zero disruption to BAU activities.
• Drove cost optimization initiatives saving approximately 10% in operational expenses over two fiscal years.
• Recognized for exemplary client management and proactive risk mitigation in high-complexity projects.

Certifications
• Lean Six Sigma Green Belt
• ITIL Foundation Certified
• Agile Scrum Master Certification
• Business Analysis Fundamentals

Technical & Analytical Skills
• MS Excel, Power BI, and Tableau (Reporting & Dashboards)
• SQL (Data Analysis and Validation)
• MS PowerPoint, SharePoint, and Confluence (Documentation & Collaboration)
• TCS iQMS / DE Tools for Quality & Governance

Professional Attributes
• Strong analytical and decision-making skills
• Excellent communication and stakeholder management abilities
• Focused on operational excellence and innovation
• Adaptable to dynamic and fast-paced environments