ROSHNI KARUNAKARAN
Mumbai
Summary
Dynamic operations leader with a proven track record at DHL Supply Chain India, driving transformation initiatives that enhanced efficiency and reduced costs. Expert in data analytics and stakeholder engagement, I spearheaded ERP implementations and automated workflows, achieving a 30% increase in operational efficiency while fostering cross-functional collaboration and team development.
Overview
19
19
years of professional experience
Work History
Manager – Operations Excellence & Transformation
DHL Supply Chain India Pvt. Ltd.
Mumbai
03.2014 - Current
- Spearheaded ERP implementation initiatives that improved reporting accuracy and increased operational efficiency by 30%.
- Led enterprise-level process improvement initiatives across supply chain, logistics, finance, and customer service functions to enhance operational efficiency.
- Lead operational transformation initiatives focused on improving business performance, process efficiency, and operational visibility across supply chain operations.
- Implemented KPI governance frameworks across teams resulting in 20% year-over-year improvement in process adherence.
- Designed and deployed Power BI dashboards to centralize operational data, enabling leadership to monitor performance and improve decision-making speed.
- Automated critical operational workflows, reducing manual effort by 40% and improving operational productivity.
- Reduced project cycle times by 30% through process redesign and improved cross-functional collaboration.
- Partnered with finance teams to identify operational inefficiencies and implement improvements delivering 15% cost savings.
- Developed proactive risk mitigation frameworks resulting in 95% on-time delivery for transition projects.
- Improved operational readiness by 40% during process handovers through standardized transition frameworks and documentation.
- Collaborated with cross-functional stakeholders across operations, logistics, finance, and IT teams to deliver transformation initiatives.
- Led training and capability development programs that improved operational competency by 40%.
Assistant Manager
Effort BPO Pvt. Ltd.
Mumbai
11.2011 - 02.2014
- Managed operational performance and service delivery for high-volume customer service operations, ensuring timely resolution of customer inquiries.
- Analyzed call center metrics and implemented targeted improvement initiatives, enhancing operational performance and customer satisfaction.
- Implemented service governance frameworks to enhance service quality and reduce escalation levels.
- Mentored team members and developed future leaders, improving team capability and performance.
- Optimized workforce planning and scheduling, aligning resources with demand to maintain high service levels.
Assistant Manager
Mastermind Services BPO India Pvt. Ltd.
Mumbai
01.2009 - 10.2011
- Built and led a 35-member operations team, improving productivity and service delivery consistency.
- Managed operations and workforce performance to enhance client relationship management and drive business growth initiatives.
- Strengthened client relationships through proactive communication and effective issue resolution.
- Supported new market expansion initiatives and contributed to revenue growth strategies.
Team Coach
ICICI Bank Ltd.
Mumbai
06.2007 - 12.2008
- Coached frontline teams, resulting in improved service quality and elevated operational performance.
- Led operational teams and managed service delivery initiatives, enhancing customer satisfaction within banking operations.
- Managed operational projects from planning to execution, ensuring adherence to compliance standards.
Education
Bachelor of Arts - Economics
University of Mumbai
Skills
- Operations Strategy & Transformation
- Process Excellence & Continuous Improvement
- Supply Chain Operations Management
- Transition & Change Management
- ERP & CRM Implementation
- ERP Systems & Process Automation
- Operational Governance & KPI Management
- Data Analytics & Business Intelligence
- Power BI – Data Visualization & Dashboard Development
- Advanced Excel & Data Analysis
- Salesforce CRM
- MS Visio – Process Mapping
- Cost Optimization & Resource Efficiency
- Cross-Functional Leadership
- Change Leadership
- Stakeholder Engagement
- Cross-Functional Collaboration
- Analytical Decision-Making
- Strategic Thinking
- Operational Excellence
- Stakeholder & Client Relationship Management
Core Leadership Competencies
- Operations Strategy & Transformation
- Supply Chain Operations Management
- Process Excellence & Continuous Improvement
- Transition & Change Management
- Data Analytics & Business Intelligence
- ERP & CRM Implementation
- Operational Governance & KPI Management
- Stakeholder & Client Relationship Management
- Cross-Functional Leadership
- Cost Optimization & Resource Efficiency
Websites
Technology And Analytics
- Power BI – Data Visualization & Dashboard Development
- Salesforce CRM
- ERP Systems & Process Automation
- MS Visio – Process Mapping
- Advanced Excel & Data Analysis
Leadership Strengths
- Strategic Thinking
- Operational Excellence
- Analytical Decision-Making
- Stakeholder Engagement
- Cross-Functional Collaboration
- Change Leadership
Leadership Impact
- Delivered 30% improvement in operational efficiency through ERP implementation and workflow redesign
- Achieved 15% operational cost savings through end-to-end process optimization
- Reduced defects by 20%, increasing customer satisfaction levels to 96%
- Implemented automation initiatives reducing manual effort by 40%
- Improved project cycle times by 30% through cross-functional process improvements
- Achieved 95% on-time project delivery through proactive risk and transition management frameworks
- Improved transition readiness by 40% through standardized governance and SOP frameworks
Executive Profile - Summary
Senior Operations & Process Transformation Leader with 16+ years of experience across Supply Chain Operations, Logistics, and BPO environments. Proven ability to lead enterprise-wide operational transformation, transition management, process automation, and data-driven performance improvement initiatives. Track record of delivering measurable results including 30% operational efficiency improvement, 15% cost reduction, and 20% quality improvement through process optimization, ERP implementations, and analytics-driven decision-making. Recognized for building scalable operational frameworks, improving governance through KPI management, and leading cross-functional teams through complex organizational transitions and transformation programs. Known for combining strategic thinking with hands-on operational execution to drive business performance and sustainable operational excellence.
Timeline
Manager – Operations Excellence & Transformation
DHL Supply Chain India Pvt. Ltd.
03.2014 - Current
Assistant Manager
Effort BPO Pvt. Ltd.
11.2011 - 02.2014
Assistant Manager
Mastermind Services BPO India Pvt. Ltd.
01.2009 - 10.2011
Team Coach
ICICI Bank Ltd.
06.2007 - 12.2008
Bachelor of Arts - Economics
University of Mumbai