Rohan Swamy
Pune
Summary
A result oriented Senior professional with 17+ years of experience in Project Management, Operations, Training & Quality, and Customer Engagement across CRM, Banking, Fintech, Telecom, E-commerce, Utilities, and Travel industries. Adept at managing large-scale projects, optimizing processes, and enhancing service quality while ensuring business growth and compliance Led teams ranging from 25 to 750+ FTEs, driving operational excellence and process improvements Expertise in stakeholder management, KPI development, workflow optimization, and strategic execution Certified in TESOL/TEFL & Six Sigma (Yellow Belt), applying structured methodologies to enhance efficiency. Skilled in Process Migrations, Remote transitions, performance coaching, and team development. Strong background in escalation management, service quality, and customer engagement strategies
Overview
18
18
years of professional experience
1
1
Certification
Work History
Practice Manager
SPAR SOLUTIONS Pvt Ltd
Pune
12.2022 - 07.2024
- Led practice management for Sales force Platinum Partner projects, overseeing projects execution, resource allocation, and operational efficiency
- Managed end-to-end hiring and onboarding processes, ensuring alignment with organizational goals and workforce needs
- Designed and implemented learning & development (L&D) programs, including role-specific training, up-skilling initiatives, and leadership coaching
- Conducted regular one-on-one coaching sessions, identifying employee growth opportunities, resolving challenges, and fostering professional development
- Led annual performance appraisals, providing structured feedback, setting growth objectives, and recognizing high-performing employees in collaboration with the HR Team
- Developed training content focused on communication, team collaboration, and problem-solving, enhancing overall team effectiveness
- Spearheaded team-building initiatives, fostering a collaborative work environment that improved employee engagement and retention
- Reviewed timesheets, productivity reports, and project status updates, ensuring efficiency and adherence to client deliverables and business objectives
- Collaborated with other Project Managers (PMs) to streamline workflows, improve cross-functional communication, and optimize project execution
- Proactively identified and addressed project roadblocks, implementing corrective actions to mitigate risks and maintain operational efficiency
- Developed and tracked KPIs and performance metrics, ensuring projects were delivered on time, within scope, and budget
- Engaged in client and stakeholder management, acting as the key liaison between business teams, developers, QAs, and external partners
- Ensured regulatory compliance and quality assurance, tracking licensure requirements and operational policies
- Maintained detailed project documentation and reporting, ensuring transparency, accountability, and continuous improvement
Manager – Training & Quality
Better World Technologies (Zeta) Pvt Ltd
Bangalore
12.2021 - 12.2022
- Led & handled the entire Customer support Infrastructure to enhance customer engagement, product adoption, and operational excellence
- Collaborated cross-functionally with Product, Marketing, Partnerships, and Customer Engagement teams to develop enablement resources, including on boarding programs, sales training, and product certifications
- Designed and implemented a structured product training and certification program for new hires, improving on boarding efficiency and service quality
- Established robust communication channels between developers, testers, and stakeholders to ensure alignment and smooth issue resolution
- Coached and mentored teams, ensuring they effectively resolve complex customer issues while adhering to policies and quality standards
- Spearheaded talent development initiatives, identifying training gaps, conducting skill enhancement programs, and assisting in hiring top talent
- Developed and implemented a structured customer interaction monitoring framework, ensuring accuracy, compliance, and service excellence
- Designed training content to enhance communication, customer engagement, and service quality, equipping teams with skills to handle high-value customer interactions
- Managed and updated training calendars, SOPs, and compliance guidelines, ensuring alignment with industry best practices and regulatory standards
- Built a culture of continuous improvement by implementing Lean, Kaizen, and productivity enhancement tools, driving operational efficiencies
- Conceptualized innovative training approaches, including external certifications, in-house sessions, mentorship programs, and self-learning modules
- Implemented strategic problem-solving initiatives, running experiments to challenge assumptions and drive process enhancements
- Led recruitment, workforce planning, and coaching efforts, fostering a collaborative and high-performing team environment
- Provided strategic oversight on process design, ensuring the training and quality team operates efficiently using Figma & Lucid tools
- Developed industry best practice operating procedures, ensuring consistency across all business units and compliance with revenue cycle regulations
- Established compliance standards, ensuring accuracy in all hospital and provider activities
- Acted as a key resource for quality management, KPI tracking, and performance measurement, aligning training operations with business objectives
- Managed budgets and resource allocation, ensuring prudent financial management while meeting operational targets
- Monitored daily staff functions, identifying gaps and implementing corrective measures for process optimization
- Conducted quality audits and root cause analysis, identifying continuous improvement opportunities and implementing corrective actions
- Proactively resolved operational issues, working with stakeholders to develop long-term solutions that prevent recurrence
- Evaluated, developed, and executed training programs for new operations impacting initiatives, ensuring seamless transitions
- Maintained up-to-date training content and quality reference guides, ensuring teams are equipped with accurate information
Manager – Training & Quality
One97 Communications Ltd
Bangalore
04.2021 - 11.2021
- Company Overview: (Fintech)
- Managed training and quality frameworks to enhance customer experience and operational efficiency across in-house and vendor teams
- Developed performance measurement models, defining quality SLAs and governance for customer-facing teams
- Conducted risk assessments, identifying constraints and implementing process optimizations to improve service delivery
- Coached teams on communication, soft skills, and service excellence to drive customer satisfaction
- Led SOP development and quality audits, ensuring compliance and continuous improvement
- Spearheaded bottom quartile management (BQM) strategies, boosting quality scores and team performance
- (Fintech)
Manager – Training & Quality (Banking & Insurance)
Concentrix India Pvt Ltd
Bangalore
12.2019 - 04.2021
- Managed multiple Banking & Insurance accounts, ensuring seamless operations and compliance
- Developed and implemented stakeholder communication and engagement strategies
- Led training and coaching programs, enhancing team communication, soft skills, and service delivery
- Optimized workforce planning, employee scheduling, and performance reviews to boost productivity
- Drove cost control measures, risk management, and process improvement initiatives
- Conducted client QA calibration sessions, ensuring alignment with business objectives and service standards
Team Manager
Capita Services
Pune
02.2014 - 06.2019
- Led contact centre operations, ensuring 100% SLA compliance while optimizing financial performance
- Implemented process improvement strategies, boosting productivity and service quality
- Spearheaded new process implementations, workforce forecasting, and VOC analysis
- Ensured ISO compliance and coordinated with clients on transformational initiatives
- Developed high-potential leaders, enhancing workforce capabilities and retention
- Managed risk, compliance, and operational excellence, improving client satisfaction and engagement
Assistant Manager – Operations & Quality (Banking & Telecom)
IBM Global Process Services Pvt Ltd
01.2007 - 04.2013
- Managed operations and quality for international projects in Telecom (Virgin Media) and Banking (Deutsche Bank), ensuring service excellence
- Led process improvement initiatives, identifying gaps and optimizing workflows for enhanced efficiency and customer satisfaction
- Acted as a requirements management project lead, gathering and documenting business and stakeholder requirements (BRD) using focus groups, interviews, and workshops
- Oversaw new process implementations, including forecasting, planning, and stakeholder alignment
- Translated high-level business requirements into process specifications, ensuring seamless execution
- Facilitated cross-functional improvement workshops, identifying inefficiencies and implementing corrective measures
- Documented and validated process workflows, managing risk and ensuring operational compliance
- Coordinated with clients and internal teams during project execution to meet business requirements
- Provided training and on-going support to operations teams, account management, and end-users on new processes and tools
- Acted as an escalation point for process issues, ensuring quick resolution and minimal disruption
Education
Bachelor’s in Arts -
Pune University
Pune07.2012
Skills
- Project Planning & Execution
- Operations & Process Management
- Leadership & People Development
- Client & Stakeholder Engagement
- Data-Driven Decision Making
- Change & Performance Management
- MS Office Suite
- JIRA/SFDC/Figma
- Lean Six Sigma
- Risk Assessment
- Change Management
- Strategic Problem Solving
- Effective Communication
- Negotiation
- Leadership
- Team Collaboration
- Data-Driven Insights
- Reporting
- Adaptability
- Multi-Tasking
Certification
- Certified Active Manager, Bearing Point, UK
- Lean Six Sigma Yellow Belt, MSME-TDC
- Yellow Belt Certified, IBM
- TESOL/TEFL Certification, ACT, Canada
Accomplishments
- CSAT Improvement Project- 10% in email LOB & 5% Improvement in Chat Channel
- Successful transition of Business process from South Africa. Travelled to CAPETOWN for process migration from South Africa to India
- Successful remote migration: 4 departments with an addition of 6FTEs in the business
- Contributed to successful certification ISO: 9001:2015
Disclaimer
I hereby declare that the information given above is true to the best of my knowledge and belief.
Awards
- Best Team Manager of the Quarter, (Best team performance, process ideas, High CSAT), Capita, 12/2015
- Going the extra Mile, (Coaching award for teamwork, mentoring and support of peers), IBM, 01/2009
- Going the extra Mile, (Most process improvement projects delivered), IBM, 01/2010
- Consistent delivery on Project Management Review (PMR), with rating of “A”, IBM, 01/2010
- Net Promoter Score (NPS) awareness campaign, IBM, 01/2009
Languages
- English
- Hindi
- Marathi
- Tamil
Timeline
Practice Manager
SPAR SOLUTIONS Pvt Ltd
12.2022 - 07.2024
Manager – Training & Quality
Better World Technologies (Zeta) Pvt Ltd
12.2021 - 12.2022
Manager – Training & Quality
One97 Communications Ltd
04.2021 - 11.2021
Manager – Training & Quality (Banking & Insurance)
Concentrix India Pvt Ltd
12.2019 - 04.2021
Team Manager
Capita Services
02.2014 - 06.2019
Assistant Manager – Operations & Quality (Banking & Telecom)
IBM Global Process Services Pvt Ltd
01.2007 - 04.2013
Bachelor’s in Arts -
Pune University
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