PRAKASH THAKUR
Pune
Summary
Dynamic operations leader with extensive experience in managing cross-team global transitions and large-scale projects. Leveraging Six Sigma and project management expertise, I drive process excellence, seamless change management, and customer-centric solutions. Adept at fostering collaboration across geographies, exceeding KPIs, and delivering scalable outcomes aligned with strategic business goals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Schindler India
Pune
12.2022 - 03.2025
- Defined and executed global shared services strategy aligned with business objectives and operational efficiency.
- Oversaw multiple projects, ensuring timely delivery in line with company strategic goals.
- Developed and implemented plans to enhance global shared services operations for scalability.
- Collaborated with senior leadership to align global services objectives with overall company strategy.
- Managed shared services team performance, tracking KPIs to exceed customer expectations.
- Championed voice of the customer to drive cross-functional collaboration for issue resolution.
- Monitored CSAT metrics to identify trends and areas for improvement in customer experience.
Senior Manager Process Excellence
Wipro Ltd.
Pune
04.2017 - 12.2022
- Applied Six Sigma methodologies to enhance customer service quality.
- Re-engineered processes to improve efficiency and ensure high standards.
- Standardized procedures across regions to achieve consistent KPI outcomes.
- Monitored delivery performance through regular audits and assessments.
- Led initiatives focused on customer satisfaction using feedback and data insights.
Senior Operations Manager
FIS Global Information Services
Pune
08.2010 - 03.2017
- Managed Google AdWords customer service operations for North American advertisers, improving satisfaction by 20% through faster ad/campaign resolutions, and reducing billing escalations by 15% while ensuring ROI-driven optimization via Google Analytics.
- Led a 500+ FTE team for UK Telecom web chat customer service, ensuring SLA compliance through floor performance management. Developed and coached managers, team leaders, and coaches on process skills.
- Identified training gaps, provided feedback, and motivated teams for high performance.
- Managed production, crisis, and time efficiency while tracking productivity metrics.
Assistant Manager of Operations
Mercer India Pvt. Ltd
Gurgaon
03.2009 - 08.2010
- Managed team performance, ensuring people’s satisfaction, motivation, and career growth.
- Oversaw three sub-processes in Defined Contribution: System Setup, Data Mapping, and Deconversion.
Team Leader - Operations
FIS Global Information Services
Gurgaon
02.2004 - 03.2009
- Developed strategies to improve team collaboration and communication.
- Maintained a positive work environment that promoted collaboration between team members.
- Offered training and support to keep team members motivated and working toward objectives.
Education
Post-Graduate Diploma - Business Administration (Human Resource)
Symbiosis Centre for Distance Learning
PuneGraduation - B.Com
IGNOU
Skills
- Project Management Professional PMP
- Six Sigma Black Belt
- LEAN
- Service Delivery
- Customer Experience Management
- Operations Management
- Shared Services
- People Management
- Predictive Analytics
- Process improvement Projects
- Stakeholder & Client Management
- Change Management
- COPC
- CMMi5 I Common Minimum Standard Auditor
Certification
- Project Management Professional PMP Training from Project Management Institute
- Quality Six Sigma Black Belt Training at Wipro Ltd.
- LEAN Facilitator Certification completed from Wipro Ltd.
- Certified Auditor for Internal Common Minimum Standard Audits
- Certified in CMMI (Capability Maturity Model Integration) Maturity Level 5
- CBOM - 5 days Certified BPO Operations Managers' program by QAI, India
Case Study
- Case study published on www.wipro.com from UK Telecom Giant about reducing operating cost by 39% Path to the case study: www.wipro.com >> Services >> Digital Operations and Platform >> Our Success Stories >> Show More >> How a UK Telecom Giant Reduced Operating Costs by 39% https://www.wipro.com/business-process/how-a-uk-telecom-giant-reduced-operating-costs-by-39/
Languages
- English
- Hindi
- Bengali
Affiliations
- Delivered business value of 600K US dollars (approx), 26 FTEs by transitioning overseas activities (NZL, UK, AUS, MENA)
- Delivered business value of 2,650K US dollars (approx. 60 FTEs) by transitioning branch and field activities to BSC (Business Service Center)
- Australian Telecom chat and voice transition – 500 FTEs Actively involved in Chat and Voice ramp up from Day One.
- Drove the strategic delivery of 10+ cross-functional projects, achieving 95% on-time completion, and up to 15% cost savings
- Elevated portfolio performance by 20% through enterprise-level risk management, process standardization, and governance
- Strengthened stakeholder alignment, improving satisfaction by 25% through outcome-focused communication and executive engagement
- Enhanced decision-making by implementing portfolio management tools, increasing reporting accuracy and efficiency by 40%
- Key goals include Business Value Meter, Quality Net Improvement Projects, Run and Change, Business Growth, Performance Optimization, and re-engineering solution
- Strong communicator with the ability to ensure execution of the time-bound deliverables
Accomplishments
- Schindler Special Recognition Award winner for the successful transition of existing installation scope in 2025
- Schindler Business Enabler of the Year Award winner in 2024
- Gold Award winner at the 43rd CII National Kai-Zen Competition, organized by the Confederation of Indian Industry (CII)
- Gold Award winner at the 6th CII National Competition on digitization, robotics, and analytics organized by the Confederation of Indian Industry (CII)
- Platinum & First Runner-Up Award Winner at the 5th National Competition for Lean organized by the Confederation of Indian Industry (CII)
- Winner of Best Project in Lean category as Project Mentor in Wipro Way Festival
Timeline
Assistant General Manager
Schindler India
12.2022 - 03.2025
Senior Manager Process Excellence
Wipro Ltd.
04.2017 - 12.2022
Senior Operations Manager
FIS Global Information Services
08.2010 - 03.2017
Assistant Manager of Operations
Mercer India Pvt. Ltd
03.2009 - 08.2010
Team Leader - Operations
FIS Global Information Services
02.2004 - 03.2009
Post-Graduate Diploma - Business Administration (Human Resource)
Symbiosis Centre for Distance Learning
Graduation - B.Com
IGNOU