Pramesh Kumar Rajak
Hyderabad
Summary
Results-driven operations leader with 17 years of experience in strategic initiative execution and profitability enhancement. Expertise in P&L management and team leadership, promoting a culture of continuous improvement. Proficient in Lean Six Sigma methodologies, effectively delivering customer satisfaction while leading diverse, high-performing teams across global delivery centers.
Overview
17
17
years of professional experience
1
1
Certification
Work History
General Manager of Operations
Digitide Solutions Limited
Hyderabad
02.2025 - Current
- Delivery head for Telecom accounts across the globe for the organization along with one banking account through 6 delivery centers with the support of 1300+ customer champions
- Strategic planning: Develop and execute operational strategies, and set goals that align with the company's overall objectives.
- Financial management: Manage budgets, control expenses, and analyze financial statements and performance metrics to ensure profitability.
- Oversaw daily operations to ensure smooth business processes and streamlined day-to-day activities.
- Led, mentored, and managed cross-department teams, handling hiring, training, and performance evaluations.
- Process improvement: Identify areas for improvement, implement new procedures, and create a culture of continuous improvement to boost productivity and quality.
- Compliance and risk management: Ensure all operations comply with relevant laws, regulations, and industry standards, and develop contingency plans to mitigate risks.
- Performance monitoring: Track key performance indicators (KPIs) and generate regular reports for senior management, taking corrective action as needed.
Senior Service Delivery Manager (Delivery Project executive)
Concentrix
Bangkok
05.2024 - 12.2024
- Managed multiple domestic and international accounts across banking, e-commerce, travel, telecom, and insurance through 4 delivery centers in 3 countries.
- Led team of 650+ to support 7 clients, focusing on optimal performance and effective guidance.
Senior Operations Manager (Site Head)
Conneqt Business Solution (Quess Corp LTD)
Hyderabad
11.2021 - 04.2024
- Managed Telecom accounts across 5 delivery centers in 3 countries, coordinating efforts of 700+ team members to meet client needs effectively.
- Managed Telecom Cluster operations, overseeing domestic and international processes, ensuring profitability and positive P&L while driving business expansions and client management.
- Oversaw daily operations, focusing on optimizing business performance across multiple teams and processes.
- Monitored KPI metrics to ensure operational efficiency
- Process improvement strategies
Operations Manager
Continuum Global Solutions
Indore
05.2017 - 08.2021
- Worked for multiple international clients in banking, telecom, insurance, travel, healthcare, and e-commerce for US & Canada region
- Implemented process improvements to enhance operational efficiency.
- Streamlined daily operations for multiple customer service teams.
- Managed staff scheduling to ensure optimal workforce coverage.
Assistant Manager Operations
Hinduja Global Solutions LTD
Bangalore
08.2016 - 05.2017
- Assisted domestic telecom client via email and chat, addressing inquiries and resolving issues.
- Coordinated daily operations to enhance workflow efficiency and team collaboration.
- Managed staff schedules to ensure optimal resource allocation and coverage.
- Trained new employees on company policies and operational procedures effectively.
Assistant Manager Operations
Aegis BPO LTD
Bhopal
10.2013 - 07.2016
- Collaborated with multiple domestic banking clients to address their operational needs.
- Coordinated daily operations to streamline workflow across departments.
- Facilitated team meetings to provide project updates and resolve operational challenges.
- Managed inventory systems to ensure optimal stock levels and timely replenishment.
Operations Team Leader
Firstsource Solutions LTD
Bhopal
04.2009 - 04.2013
- Led team of 20 customer champions to deliver support for Indian telecom client.
Education
Bachelor of Business Administration -
Bonnie Foi College
Bhopal, MP06-2012
Higher Secondary Certification - Physics, chemistry and Math's
Hind Convent Higher Secondary School
Bhopal, MP06-2007
High School Certification - All Subjects
Jay Jyoti School
Rewa, MP06-2005
Skills
- P&L management
- Budget management
- Operations planning
- BPO/BPM management
- Contact center management
- Customer experience
- Business development
- Lean Six Sigma Green Belt
- Team leadership
- Influencing and negotiation
- Relationship management
- Performance evaluation
Certification
- Lean Six Sigma Green Belt (Certificate ID: FY'22-23/05-22/GB)
- Master of Chat GPT (Certificate ID: LR6A4SMD)
- Master of Chat GPT Deep Dive (Certificate ID: ALNBTFS3)
- Master of Claude (Certificate ID: P5F7FVOV)
Languages
- Hindi
- English
Personal Information
Marital Status: Married
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Affiliations
- Member of Cancer Aid Society
Timeline
General Manager of Operations
Digitide Solutions Limited
02.2025 - Current
Senior Service Delivery Manager (Delivery Project executive)
Concentrix
05.2024 - 12.2024
Senior Operations Manager (Site Head)
Conneqt Business Solution (Quess Corp LTD)
11.2021 - 04.2024
Operations Manager
Continuum Global Solutions
05.2017 - 08.2021
Assistant Manager Operations
Hinduja Global Solutions LTD
08.2016 - 05.2017
Assistant Manager Operations
Aegis BPO LTD
10.2013 - 07.2016
Operations Team Leader
Firstsource Solutions LTD
04.2009 - 04.2013
Bachelor of Business Administration -
Bonnie Foi College
Higher Secondary Certification - Physics, chemistry and Math's
Hind Convent Higher Secondary School
High School Certification - All Subjects
Jay Jyoti School