Open To Work
SANDEEP KUMAR BHARATHA
Operations Manager
Hyderabad,TG
Work Preference
Summary
Dynamic Operations Manager with a proven track record at GENPACT, driving AI-led transformations and enhancing financial performance. Expert in capacity planning and Lean Six Sigma methodologies. Excel in aligning teams to exceed business objectives while fostering collaboration and innovation. Recognized for achieving 98% SLA compliance and implementing strategic solutions.
Overview
19
19
years of professional experience
Work History
Operations Manager (Band 4C)
GENPACT PRIVATE LIMITED
02.2021 - Current
- Led end-to-end operations for 1400+ FTE business unit, managing delivery, financial performance, and client outcomes
- Drove profitability by identifying revenue leakage and implementing strategic corrective actions with global leadership, resulting in improved financial outcomes
- Oversaw workforce strategy, including capacity planning and utilization, to maintain 24/7 seamless operations
- Spearheaded AI-led digital transformation, integrating ChatGPT and Microsoft Copilot to enhance turnaround time and reporting accuracy, streamlining operations
- Facilitated Monthly and Quarterly Business Reviews (MBRs/QBRs) with global stakeholders, aligning delivery with key business and quality metrics
Assistant Manager (Band 4B)
GENPACT PRIVATE LIMITED
02.2021 - 07.2024
- Designed and executed retention strategies, reducing attrition by 15% below company average
- Managed cross-functional teams (60+ FTE) to ensure 98% SLA compliance
- Built automated dashboards and reporting frameworks, saving 10+ hours/week for improved decision-making
Team Leader (Band U-3)
TECH MAHINDRA
08.2017 - 02.2021
- Led a team of 20+, consistently exceeding productivity, quality and customer satisfaction targets
- Earned multiple 'Best Team Leader' awards for fostering effective leadership during successful transitions
- Collaborated with automation teams to assess and implement RPA solutions, enhancing efficiency in high-volume processes
Associate Team Lead / SME
TECH MAHINDRA
04.2011 - 08.2017
- Designed 90-day performance improvement program that elevated bottom performers to top quartile contributors
- Earned Employee of the Year (2015 & 2017) for leadership in performance and compliance
Technical Support Associate (L2)
TECH MAHINDRA
01.2010 - 04.2011
- Provided advanced technical support for global customers, achieving Top 5% in customer satisfaction ratings
- Diagnosed software and hardware issues across diverse customer environments, facilitating swift resolutions.
- Delivered technical support to clients through phone and email, enhancing user experience.
- Documented troubleshooting steps in ticketing system, contributing to knowledge sharing and team resources.
Voice Support Officer
KNOAH SOLUTIONS PVT. LTD.
10.2007 - 06.2009
- Delivered technical support and mentored new hires, improving onboarding experience and facilitating team integration.
- Coordinated communication between clients and internal teams to ensure successful project execution.
- Streamlined workflows to enhance efficiency in daily operations.
- Trained new employees on company policies and operational procedures to promote compliance and consistency.
Education
Bachelor of Science (B.Sc.) -
Osmania University
HyderabadSkills
- Operational Efficiency
- Process Automation
- Capacity Planning
- Lean Six Sigma
- Agile
- CRM Systems
- WFM Tools
- SQL
- Power BI
- Tableau
- Advanced Excel
- SAP
- PowerPoint
- Customer Communication
Leadership Impact
- Scaled operations from 318 to 1300+ FTE, ensuring seamless ramp-up, governance, and performance stability
- Delivered consistent above-target efficiency performance, setting new operational benchmarks
- Improved AHT (94s → 88s), Throughput (+15%), Utilization (+2.68%)
- Enhanced effectiveness from 79.56% to 83.50%, delivering $21.9M+ business value
- Led AI-driven transformation and automation initiatives, improving productivity and turnaround time
- Achieved 100% escalation resolution (21 cases) with 6.4 days average turnaround
- Built leadership pipeline enabling multi-level promotions and succession readiness
- Designed governance tools improving forecasting, billing accuracy, and operational visibility
Timeline
Operations Manager (Band 4C)
GENPACT PRIVATE LIMITED
02.2021 - Current
Assistant Manager (Band 4B)
GENPACT PRIVATE LIMITED
02.2021 - 07.2024
Team Leader (Band U-3)
TECH MAHINDRA
08.2017 - 02.2021
Associate Team Lead / SME
TECH MAHINDRA
04.2011 - 08.2017
Technical Support Associate (L2)
TECH MAHINDRA
01.2010 - 04.2011
Voice Support Officer
KNOAH SOLUTIONS PVT. LTD.
10.2007 - 06.2009
Bachelor of Science (B.Sc.) -
Osmania University