ROHAN SATISH JADHAV
Mumbai
Summary
Results-driven Operational Excellence and Business Process Management professional with expertise in Lean Six Sigma and process optimization. Achieved measurable improvements in productivity, customer experience, and operational efficiency through effective governance frameworks and data-driven decision-making. Focused on leading cross-functional teams and fostering stakeholder collaboration to drive continuous improvement initiatives.
Overview
3
3
Languages
1
1
Certification
5
5
years of post-secondary education
11
11
years of professional experience
Work History
Manager – Operational Excellence
Aditya Birla Health Insurance
Thane
06.2026 - Current
- Lead Lean Six Sigma and Continuous Improvement projects to eliminate waste, reduce process variation, and optimize turnaround time (TAT).
- Drive Operational Excellence initiatives across business functions to improve productivity, quality, customer experience, and operational efficiency.
- Monitor and improve key operational metrics including First Time Right (FTR), Quality, Productivity, TAT, Error Rate, and Customer Experience.
- Design, review, and maintain Standard Operating Procedures (SOPs), User Manuals, Process Notes, and operational documentation to ensure standardized execution.
- Develop and maintain process governance frameworks, authorization matrices, and operational control mechanisms.
- Conduct process conformance reviews, internal audits, and compliance assessments to ensure adherence to regulatory and organizational standards.
- Perform Root Cause Analysis (RCA) for operational issues, identify process gaps, and implement Corrective and Preventive Actions (CAPA).
- Build MIS reports, dashboards, and KPI scorecards using data analysis to provide actionable insights for leadership.
- Partner with Operations, Technology, Risk, Compliance, Claims, Underwriting, and Customer Service teams to standardize and improve end-to-end business processes.
- Identify automation opportunities and collaborate with digital transformation teams to implement technology-driven process improvements.
- Conduct process risk assessments and implement appropriate controls to strengthen governance and operational resilience.
- Facilitate governance meetings, present operational performance reviews, and provide strategic recommendations to senior leadership.
- Promote a culture of continuous improvement through employee engagement, knowledge sharing, and best practice implementation.
- Ensure compliance with internal policies, regulatory guidelines, and quality management standards while supporting business growth initiatives.
Assistant Manager – Delivery Excellence
Mphasis
Pune
07.2025 - 06.2026
- Managed quality governance across 4 global accounts, ensuring compliance with client and organizational standards.
- Led process audits, quality reviews, and Root Cause Analysis (RCA) to improve service quality and customer satisfaction.
- Monitored KPIs, prepared MIS dashboards, and presented performance insights to leadership, facilitating data-driven decision-making during governance reviews.
- Developed SOPs, quality frameworks, and process documentation to standardize operations.
- Monitored KPIs, prepared MIS dashboards, and presented performance insights to leadership through governance reviews.
- Collaborated with cross-functional stakeholders to enhance operational efficiency and strengthen process governance, resulting in improved service delivery.
- Ensured adherence to ISO 9001:2015 standards while supporting continuous improvement and business excellence initiatives.
- Analyzed workflow processes to identify areas for improvement, leading to actionable recommendations for enhanced operational performance.
Assistant Quality Manager
Hexaware Technologies
Navi Mumbai
11.2017 - 07.2025
- Managed quality operations for multiple BFSI and insurance processes, achieving client quality standards and enhancing service delivery.
- Led a team of Quality Analysts, driving audits, coaching, calibration sessions, and performance improvement.
- Conducted quality audits, Root Cause Analysis (RCA), and implemented CAPA to improve process performance.
- Monitored quality, CSAT, and compliance metrics using MIS reporting and dashboards to support data-driven decision-making.
- Facilitated WBR, MBR, and QBR with clients and leadership to align on quality performance and drive strategic improvements.
- Facilitated Weekly, Monthly, and Quarterly Business Reviews (WBR/MBR/QBR) with clients and leadership.
- Standardized processes by developing SOPs, quality frameworks, and process documentation.
- Partnered with Operations and Training teams to improve customer experience and operational efficiency.
Technical Consultant
Wipro Ltd.
Navi Mumbai
01.2017 - 05.2017
- Supported Microsoft Skype for Business, Windows Server, Active Directory, VMware & Hyper-V for seamless client operations.
- Analyzed client requirements to deliver tailored technical solutions that meet business objectives.
- Provided ongoing support to clients during system integration phases, ensuring successful implementation and user adoption.
Transmission Engineer
STCS India Pvt. Ltd.
Pune
12.2015 - 12.2016
- Assisted in maintaining Huawei and CIENA telecom infrastructure.
- Collaborated with teams to troubleshoot and resolve transmission issues.
- Collaborated with cross-functional teams to troubleshoot and resolve complex transmission issues.
- Conducted routine maintenance on equipment to maintain optimal functionality and reduce downtime.
Education
Bachelor of Engineering - Electronics & Telecommunication
University of Pune
Pune 06.2010 - 03.2015
Skills
- Operational Excellence
- Business Process Management
- Lean Six Sigma
- Process Re-engineering
- Process Standardization
- QMS
- ISO 9001
- FMEA
- RCA
- Risk Assessment
- Continuous improvement
- Performance Metrics
- Data analysis
- Process governance
- Resource Optimization
- Agentic AI and RPA Solutions
- Power Apps
- VBA
- Stakeholder Management
- Vendor Management
- Team Leadership
- Industry expertise
- Customer satisfaction analysis
Certification
- Lean Six Sigma Green Belt
- Lean Six Sigma Yellow Belt
- ISO 27001 Internal Auditor
- ISO 42001 Internal Auditor
- NISM Series VII
Transformation Initiatives
- AI-powered CSAT/NPS Analyzer (saved ~4–5 hours/day).
- ISO 9001 NC Analyzer (saved ~1 hour/day).
- Lean Six Sigma CSAT Improvement Project.
Profile Snapshot
- AI-powered CSAT/NPS Analyzer (saved ~4–5 hours/day).
- ISO 9001 NC Analyzer (saved ~1 hour/day).
- Lean Six Sigma CSAT Improvement Project.
Languages
Marathi
First Language
English
Advanced
C1
Hindi
Advanced
C1
Timeline
Manager – Operational Excellence
Aditya Birla Health Insurance
06.2026 - Current
Assistant Manager – Delivery Excellence
Mphasis
07.2025 - 06.2026
Assistant Quality Manager
Hexaware Technologies
11.2017 - 07.2025
Technical Consultant
Wipro Ltd.
01.2017 - 05.2017
Transmission Engineer
STCS India Pvt. Ltd.
12.2015 - 12.2016
Bachelor of Engineering - Electronics & Telecommunication
University of Pune
06.2010 - 03.2015